IT Engineer, December 02, 2012 - Present
Ministry of Education – Al Ain Zone
Smart Technology Services – Dubai South, Dubai, United Arab Emirates

• Provide first level support for end user issues pertaining to desktop / laptop, OS, client applications as agreed in the scope.
• Perform system migration to a new domain.
• Operating system deployment in several schools in Al Ain as part of Ministry of Education projects.
• Visit several schools and assist students and faculty members for IT related issues.
• Assist faculty and staff using SCCM Remote Tool for support.
• Troubleshoot network and hardware issue with in Headquarter zone premises.
• Providing a single Point of contact (SPOC) for assistance with IT services under scope Provide first level support for end user issues pertaining to desktop / laptop, OS, client applications as agreed in the scope
• Working in IT related tickets (incidents, services request .event) from users –( received through phone ,email, logged tickets in the tool)
• Isolate system issues ,diagnose standard software issue and report hardware issue to respective vendors
• Resolving ERP application issue.
• Escalate incidents pertaining to suppliers non –performance or delays
• Isolate system issues ,diagnose standard software issue and report hardware issue to respective vendors
• Configure desktop and laptop as per the desktop standardization policies of the customer
• Install and upgrade software components.
• Interacted with users in to support software and hardware transitions.
• Troubleshooting e-mail client related issue and printer / scanner related issue
• Provide technical solutions and troubleshooting services on need basis.
• Update incident/call thru Manage Engine Service Desk engine.
• Maintain software licenses for future use.