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- 1. ANWARULMOHEMEDHASSAN RUKNUDDIN Contact: +9715-53731129, +91-9892946274 E-Mail: anwar.ruknuddin85@gmail.com ~ Seeking senior level assignments in ~ IT TECHNICAL SUPPORT PROFILE SUMMARY A competent professional with over 8 years of experience in: Project Management Team Management Helpdesk Management Business Continuity Planning Technical Support Network Engineering A project planner with expertise in planning and executing IT infrastructure & support projects Proficient in developing systems with ability to enhance IT infrastructure operational effectiveness Highly skilled in designing IT solutions with sound understanding of technical/ operational bottlenecks, as well as issues put forth by the clients and troubleshooting the same to avoid further escalation Gained significant exposure in working with Android, IOS, Blackberry Mobile Phones Adept in configuring & troubleshooting various hardware and software related issues Developed excellence in managing the complex network security design, configuration, deployment, administration, management and troubleshooting complex security configuration Expertise in negotiation of prices, team building skills and administrate any situation An effective communicator with strong analytical, problem solving & organizational abilities CORE COMPETENCIES Installing, administration and maintaining various software and hardware devices in networked environment Monitoring and use of network management tools, server tools & advanced troubleshooting skills in OS related issues Troubleshooting problems pertaining to the server administration, application conflicts and system bugs Addressing queries regarding the information system / software & extending onsite support to the clients, also maintaining directory including security domains, user profiles & other resources on the network Acting as an escalation point to resolve issues for all support issues; steering resolution of customer's technical support issues Achieving Customer Satisfaction metrics in process improvement and ensuring SLA Management with experience in quality standards, process framework implementation and quality audits ORGANISATIONAL EXPERIENCE Apr11 Till Date: Emirates Group IT, Dubai Growth Path Apr11 Mar12 IT Support Technician Apr12 Sep13 IT Support Engineer Oct13 Till Date IT Senior Support Engineer Key Result Areas As IT Senior Support Engineer Handling end of life replacement projects for laptops, pcs & tablets as a Team Leader Mentoring a team of 3 Engineers to complete different projects Functioning as the Interface between different Technical, Applications and Customer Support Teams and providing solutions required for all incident management and service request for all assigned business areas Reviewing reported incidents and offering solutions to the users; enabling the same to resume work with minimum disruption as per agreed SLOs Meeting IT service requests as per agreed SLOs and resolving incidents across various technologies & platforms Determining the recurring problem areas for root cause analysis Coordinating with the Problem Management Team to give permanent problem resolution Submitting the required statistics to Incident Managers in relation to the regular customer services reviews Ensuring the maintenance of integrity of the configuration items related to the on-site end user devices in the configuration management database as per EGIT Policy
- 2. As IT Support Engineer Effectuated the building of tablets, PCs and laptops using corporate image Involved in configuring Laptops, desktops, PDA and applications as per users requirements Facilitated services calls for various IT equipment Offered remote support to users through NETOP and VNC Rendered assistance to Sr. Engineers in installation of new equipment, server and desktop deployment Engaged in updating the status of an incident or service request in the tool Carried out the configuration of Citrix on Server & Client Device As IT Support Technician Offered aid to: o Assisted Engineers in end of life replacement project for PCs as per IT standards o Users on various hardware, software and application issues Performed: o Pre-requisite work for the installations of computers, peripheral devices, telephone, other infrastructure devices, ADSL line and deployment request within SLOs o Surveys, installations, general fault rectification and faulty equipment replacement for the assigned business areas to maintain high uptime of the equipment & systems Involved in the maintenance of all IT related systems like printers, servers, desktops, laptops, backup devices, etc. as per manufacturer's standards Maintained inventory of IT hardware and ensured recoding of updated data Delivered assistance to Site Engineers in events, fairs and exhibitions Handled disposal of it equipment in inventory as per Standard Procedures Highlights Bagged the Merit Najm Award for continuously working for 18 hours in configuring & deploying 46 laptops; attained customer satisfaction and brought service level KPI back on track in Apr12 Won Bronze Najm Award from Business for successfully completing KIS Project in rolling out HP Elite Pads for Pursers & Cabin Crew in 2013 Bagged the Merit Najm Award for the exceptional dedication and commitment towards the hub room revamp project in all corporate buildings which expanded throughout the year during weekends and holidays thus saving a considerable cost to the organization if the job was outsourced Projects Undertaken Employee Service Centre Project (Integrating Services such as Dubai Police Counter, U.A.E ID Card and Dubai Health Authority) Infrastructure Replacement Project in Network Control Centre End of Life Replacement Projects for PCs, Laptops & Tablets Hub Room Revamp Project Standardizing Memory Upgrade Project Window 7 Migration Project Jul08 Jan11: Netlink Systems & Solutions, Mumbai IT Support Engineer (Site: Mumbai International Airport) Key Result Areas Facilitated purchase, installation & administration of LAN Hardware (PCs, Laptops, Software, MFP, Wireless Router, Scanner, Switch & Wireless USB Modems) Carried out the purchase of new blackberry phones and SIM card and configuration of the same Resolved calls through VNC & Team Viewer and customer queries via phone, E-Mail, etc. Conducted work on Airport Applications & Software like ADC, Cute and AODB Involved in assigning counters & gates for the flights and provided flight display Effectuated the maintenance of X-Ray Machine, DFMD and HHMD Jun06 Jul07: TOPSGRUP Company, Mumbai System Engineer Key Result Areas Imparted training to laptop users to take back up of data, E-Mail, configure E-Mail signatures, update antivirus and run virus checks Facilitated hardware maintenance & installation of software with connectivity with database
- 3. Provided remote support to desktops and involved in configuring VPN, Outlook & Printers Logged user errors & the solutions and troubleshot user issues in minimum time ACADEMIC PROJECT Title: Digital Speech Security System Organisation: M.T.N.L., Mumbai Period: 2007-2008 Description: The aim of the project was to achieve security by means of a Specialized Telephone Instrument, with a facility to encrypt speech, so that only the Authorized Listener could decipher the message. The Device chopped up the spoken word and made it incomprehensible for Unauthorized Eavesdropper which would enable the user to be able to talk securely, while any eavesdropper would only hear some garbled noise. The Called Party had to have a corresponding instrument with the correct authentication code for communication to be established. The instrument was called Digital Speech Security System popularly known as Speech Scrambler Role: Actively acted as the Team Member and carried out requirement gathering and implementation of the Project TECHNICAL PURVIEW Client: PC & Laptop Setup, Configuration, Maintenance & Troubleshooting Networking: TCP/IP Configuration & Troubleshooting, Network Cable Crimping, I/O Socket Punching, Connectivity Testing, Switch & Router Installation and Configuration E-Mail Clients: Outlook Express & MS Outlook Security: Antivirus & Firewall Setup and Configuration Server: Active Directory, DHCP, DNS, File Server & RAID Configuration Peripherals Setup & Configuration: MFP, Printers, Scanner, Projector and Wireless USB Modem Vendor Management: Analyze office requirements, obtain quotations for work, negotiate purchases & maintain relationship for maintenance and troubleshooting. CERTIFICATION CCNA (CISCO Certified Network Associate) Certified Professional (Dec 2009) EDUCATION 2008: B.E. in Electronics & Telecommunication from Mumbai University, Mumbai EXTRAMURAL ENGAGEMENTS Organized and conducted team building fun activities such as cricket, paintball & carrom tournament within team Volunteer member of the Emirates Group Emergency Contingency Response Team (EmCare) PERSONAL DETAILS Date of Birth: 21st June, 1985 Permanent Address: 12/103 A, Kapadia Nagar, C.S.T. Road, Kurla (West), Mumbai - 400070 Present Address: Flat No. 106, Al Marjan Building, Near Burjuman Umm Hurair 1, Bur Dubai, UAE Languages Known: English, Hindi, Marathi and Urdu Nationality: Indian Marital Status: Married