ICT Engineer
GEMS Education, Wellington School Qatar
Total years of experience :12 years, 5 Months
Outline: I am responsible for planning, directing, and coordinating the design, installation, and connectivity of the school's IT infrastructure. This includes developing, configuring, maintaining, supporting, and optimizing all new and existing servers, networking, end-user hardware, and software to ensure the stable operation of the school's IT assets.
Key Responsibilities:
• Maintaining a work environment compliant with ISO 9001:2008 and ISO 27001:2005 standards
• Administration & management of DELL/HP physical & virtual servers with MS 2019/2022 servers
• Installation, configuration, and maintenance of desktops and laptops running Windows 11 and Mac OS
• Management of IOS, MAC, and Windows devices via Microsoft Intune MDM solution
• Setting up user accounts/groups in AD/Azure & deploying Microsoft 365 products on end-user systems
• Administration & management of HP switches, Aruba APs, ClearPass for BYOD & FortiGate Firewall
• Providing first and second-level support to end-users, resolving 99% of support tickets within the defined SLA through ManageEngine Service Desk+ in the ITIL Framework, achieving top KPI
• Administrating and managing Microsoft Defender for Endpoint through the Microsoft security center
• Collaborating with the GEMS Information Security team to implement, manage, and respond to information security events (SIEM) and cybersecurity security-related projects
• Supporting GEMS Learn OS (LMS), Dynamics 365 (ERP), Salesforce (CRM), SIMS (MIS), SharePoint, MS Teams, ZOOM, and staff/student/parent portals
• Administration and management of the school's FOLLETT Library/Resources management portals, Milestone CCTV, guard patrol, time and attendance, and thermal CAM systems
• Administration & management of Canon MFP printers with Canon Uniflow print management server
• Administration, management & content scheduling on Samsung display screens via Samsung MagicInfo
• Administration, management, monitoring, and troubleshooting of networking infrastructure via SolarWinds platform
• Configuration, management, and maintenance of Avaya telephones via IP Office 500 v2 EPABX
• Installation, configuration, and maintenance of IT-related peripherals, tools, and equipment
• Prioritizing reported problems based on severity and coordinating with concerned parties (GEMS-IT, suppliers, etc.) for tracking and resolving issues
• Coordination with vendors for ordering, upgrades, replacements, warranties, and payments related to ICT items
Outline: I have offered my services over 11 warehousing sites in Qatar, and 3 warehousing sites in Dubai and Bahrain. These sites are crucial in the distribution and logistics of goods, and their IT systems need to function in seamless operations.
Key Responsibilities:
• Working Environment (ISO 9001:2008, ISO 27001:2005)
• Provided 1st & 2nd line support for 500+ end users via ManageEngine Enterprise Service Desk+ (ITIL Framework)
• Responding to service desk tickets within the agreed SLA by analyzing, troubleshooting, and prioritizing issues
• Configure & troubleshooting Desktops, Laptops (HP, DELL, Lenovo, Apple, etc.), and MS 365 products
• Installing, configuring, and troubleshooting Printers, Scanners, and Cisco IP Phones (7262, 7911, 7931, 7942, 7961, 7962)
• Providing remote support to end-users with remote supporting tools (Microsoft Lync, TeamViewer, SCCM)
• Administrating, managing & enrolling users in Biometric/Card Readers with G4S Symmetry DOOR ACCESS system
• Preparing checklist reports, security log reports, and user access reports on the Door Access Control System
• Installing, managing, and troubleshooting IP CCTV cameras with Milestone applications
• Configuring & troubleshooting Honeywell, Intermec, LXE, and Motorola barcode reading RF guns
• Supporting SharePoint applications, Warehousing Systems, Oracle E-Business suite, etc.
• Installing, configuring & troubleshooting RMS applications (O’Neil, EMC Captiva inputACCEL, EMC Documentum)
Outline: I have had the pleasure of providing IT support to several Al Emadi Enterprises sites and companies located in diverse regions of Qatar. My responsibilities included ensuring the smooth operation of all computer systems, servers, and networks across these locations.
Key Responsibilities:
• Provided 500+ 1st & 2nd line end user support companies at Al Emadi Enterprises
• Completed 99% of support trouble tickets with Microsoft SCSM 2012 in the first attempt
• Install, configure, and maintain HP, DELL servers in Windows 2003/2008 R2 server OS environment
• Support for the infrastructure (Servers, Storage, Backups, Network, IP Telephony, Messaging)
• Install & configure Windows XP/Vista/7/8 & other apps for branded HP, DELL, Acer & Lenovo machines
• Monitor, maintain, and troubleshoot AD including the administration of computer/user accounts
• End-user support for ERP systems (CRM, HR, Accounting, Maintenance, Sales & Marketing, TA, Services)
• Installing & configure Cyberoam UTM (CR 100ia UTM Appliances) as a corporate Firewall system
• Perform daily system monitoring, verifying the integrity and availability of all hardware, and server resources
• Installing & configuring Ooredoo ADSL connection
• Installing, Configuring & Troubleshooting Printers, FAX Machines, Photo Copiers, Scanners & Plotters
• Administration, registering, and scheduling employees in Time Attendance machines with FP Server
• Installing & configuring IP Based CCTV cameras with utilities
• Configuring & deploying Symantec Endpoint Client via Symantec End Point Manager
• Working Environment - (ISO 9001:2008)
• Provided 1st & 2nd line 100+ end user support for companies under Al-Qamra Holding (www.al-qamra.com)
• Completed 99% of support trouble tickets with EEssentials Help Desk in first attempt
• Install, configure, maintain DELL PE R 610, R 710 servers in Windows 2008 R2 server OS environment
• Install, configure & maintain OS and other applications branded HP, DELL, Lenovo Windows 7 and MAC clients
• Install, configure, maintain & troubleshooting Avaya IP Phones (1608, 1616) with IP OFFICE 500 Version 2
• Install, configure and maintain ACTI IP camera systems (TCM 1231, TCM 3411) by using ACTI active setup
• Install, configure, maintain Cyberoam UTM (CR 50ia UTM Appliance) as Firewall
• Install, configure and troubleshooting myFAX V.34 450S network FAX server for with FAX lines
• Admin, registering and scheduling office employees in Fingerprint Attendance System
• Configuring and troubleshooting employees e-mails in Microsoft outlook 2007/2010
• Support employees Blackberry, Apple, Samsung and other devices
• Prioritizing and managing many open cases at one time
• Implementation, installation, configuration and maintaining network and security devices
• Administration of LAN (incl. Internet Access, Firewall, Backup and Recovery)
• Product demonstration, conduct trainings and Support to staff
• Responsible for upgrading of equipment and be involved in improvement projects
University of Derby (UK) - BSc (Hons) Computing and Information Technologies
BTEC Edexcel UK - Advanced Diploma in ICT
NCC, UK - IDCS (International Diploma in Computer Studies
