On assignment from Stefanini EMEAResponsible for Onsite Desktop/IT Support for Phillip Morris International located in DIFC Dubai, UAE

On-Site Desktop Support Specialist @ MASTERCARD EMEA HQProvide Laptop/Desktop troubleshooting and support to a corporate user base of more than 400 users across multiple offices in MEA. Supply prompt and consistent support, acknowledging and recording all issues and requests via BMC Remedy ITSM. Handle desktop & mobile devices using Intune/SCCM and JAMF. Build Windows/Mac PCs. Handle Audio/Video conferencing setups (Teams/Zoom Meetings) & AV equipment issues (Polycom/Logitech). Remote manage users' equipment (Laptops/Desktops, Phones, etc.) ensuring machines have the right security configurations and comply with company policies. Manage IT hardware/peripheral inventory and purchase orders. Liaise with third-party vendors (DELL, Apple, Poly) to resolve hardware issues. Handling IT shipments in MEA (documentation, tracking and custom issues). Install and configure role-based software on built PCs for staff. Create documentation for corporate policies and processes. Share knowledge of company corporate tools with the users to ease their day-to-day work. Support backup and restore policy of users' equipment. Optimize and automate repetitive tasks. Work on project roll-outs and report their progress.

• Installation, troubleshooting, and maintenance of all FTTX connections over GPON for residential and business customers and to ensure smooth services.• Dealing with residential/small-medium business Dual Play & Triple Play products (Voice, HSI, IPTV) over GPON Technology.• Troubleshooting the optical signal strength to ensure that there is adequate performance for television, telephone and internet connections.• Installation of Optical Network Terminals and migration of Legacy Network services to GPON.• Installing & Configuration of PABX line Equipment such as LINKSYS SPA 8000, IAD, MEDIATRIX C7 series and ISDN BRI.• Troubleshooting & Configuration of all types of Routers and APs of different vendors.• Hands-on experience with Optical Network Terminals of vendors like Huawei, Zhone, Alcatel.• Complete the task within the given time slot while maintaining the quality standards.• Provide advice, support, and assistance to team members and end-users.• To keep best Customer relations while dealing with VVIP, Enterprise and Residential customers.• Inspecting the maintenance and quality standards of equipment and company assets while visiting different sites.• Making sure all deliverables are completed and compiling final report at the end of the day.• Worked on different Projects which includes Double speed Migration, ONT Replacement, Home Zone Service and DOC Tasks.

• Website: https://sulemankhanh.wixsite.com/solomongraphics/• Fiverr: www.fiverr.com/solomonthewise/

Responsibilities: • Remote Technical Support and Monitoring of IT and Engineering related tasks like Installation and Cabling of Network Devices, APs, Troubleshooting, Installation of Vending Machines, Kiosks, Video Easels, Cameras, Physical Surveys, Ekahau Wireless Surveys, Site Activations, etc.• Remote Supervision of Field Engineers. Taking live updates of site events from Field Engineers and reporting to clients.• Making sure that all guidelines and instructions given by the client are followed by Engineers.• Making sure all deliverables are completed and compiling final report at the end of the task.• Evaluating new Field Engineers and train them about the work process.• Confirming Field Engineers have all the necessary tools & kit to execute a task.• Collecting proofs and sign off sheets from field engineers to attach in the final report.Achievements:• I successfully executed Ekahau Wireless Surveys for GE and IBM. Also, IBM Physical Surveys during my Job tenure.• Due to good performance and on-time reporting, we secured more projects from our client.

Responsibilities:• Address user tickets regarding hardware, software, and networking.• To provide Technical Assistance to Users and Ensure the jobs assigned are carried out with utmost responsibility and helpdesk tickets are resolved on time.• To Install, Configure, Test and Maintain Operating Systems, Application Software and System Management Tools.• Ask targeted questions to diagnose problems and Guide users with simple, step-by-step instructions.• Test alternative pathways until the issue is resolved and Direct unresolved issues to the next level of support personnel• Follow up with clients to ensure their systems are functional.Achievements:• Contributed towards network installation encompassing 100 workstations, 25 printers, and 3 communication rooms with supporting infrastructure. The move was accomplished within 3 weeks.

Activities:◆ Study of Switching & Routing. ◆ Study of TCP/IP Protocol, OSI Model & SS7 Protocol Stack. ◆ Modes of transmission. ◆ TDM, FDM & WDM Multiplexing Techniques. ◆ Technology used (SDH & SONET). ◆ Difference of Switch Router & Hub. ◆ Study of MSAG and MSAG Troubleshooting. ◆ O&M activities of EWSD Switch. ◆ Study of NGN Switch.