CV Rupert Menezes
- 1. RESUME RUPERT MENEZES Email: rupertmenezes@gmail.com Mobile: 050 6761556 PROFILE Currently working at Gulf Computers LLC, Dubai, since eighteen years, outsourced to major companies such as Al-Futtaim, British Petroleum, EMAAR etc as a Field Support Engineer / Helpdesk Analyst / IT Administrator, providing first and second level user support. AREAS OF EXPERTISE Rich experience in Systems and Service Desk support. Understands and complies with best practices in system administration and trouble-shooting. Strives hard to plan and meet system uptime commitments. CERTIFICATIONS MCSE Microsoft Certified Systems Engineer CLP Certified Lotus Professional: System Administration. CNE Certified NetWare Engineer. FCP - File Net Certified Systems Administrator. PROFESSIONAL EXPERIENCE Service Desk Analyst Al - Futtaim, Dubai, Sept 2013 July 2014 Provide 24x7 first level service desk support for all calls via phone, e-mail and service requests.
- 2. Using remote connectivity tools for supporting end users for all PC issues. Assisting users in configuring and troubleshooting smartphones such Blackberrys, iPhones, Android devices etc Creating, monitoring, and closing incidents and service requests in the Service Desk system within the stipulated SLA. Escalating incidents to support teams for calls that are beyond the scope of Service desk. Al-Futtaim Motors, Dubai UAE, Oct 1997 Oct 2000. Placed as a System Consultant for Al-Futtaim Motors Responsibilities in the following capacities: IT Administrator: Provided Field Support including PC and Network related issues to all users at Al-Futtaim Motors HO and across their various service centres and showrooms. Installing, configuring, customizing & first level troubleshooting of all client business applications. Implemented the PC replacement project consisting of 450 workstations from AS400 VDUs to Windows95/NT Workstation PCs. This included planning the shipping schedule of new and old inventory, making schedules for workstation replacement, tracking inventory, resolving problems during deployment, and maintaining communications with customers/vendors/shipping. In liaison with the main SAP team, we are in the process of implementing SAP in the enterprise. I am basically involved in configuring the Clients for SAP logon. Maintaining appropriate Hardware & Software License inventory. As a member of the Systems implementation team, assisted in setting up Windows NT 4.0 and Exchange 5.5 servers in 6 Branch Offices.
- 3. As a part of the Server support team, assisted in setup of Exchange Server 5.5, Right Fax Server, Cheyenne Arcserve Backup and McAfee Antivirus. Field Support Engineer EMAAR , Dubai, Apr 2009 July 2013 Mainly responsible for providing high priority support for VIP users for all IT issues. As a field support engineer for Burjkhalifa and Dubai Mall, providing user support for all IT issues. To provide IT Service Desk support to users taking ownership of all helpdesk calls. Escalating calls via Service Desk requests for Backoffice or Server jobs such as user id creations, mailbox issues, migrations etc and follow up. Escalating unresolved business application related calls to the Business application owners and follow up for prompt resolution. Setup and support of Blackberry devices, iPAD and PDAs for corporate e-mail access. Supporting user PC and Network related problems and co-ordinating with vendors for hardware issues. Regular updating of operating system service pack releases, application patches and Antivirus updates. Maintain call logs. IT Administrator / Field Support British Petroleum, Dubai, July 2003 July 2008 Responsibilities in the following capacities: IT Administrator
- 4. Supporting user PC and Network related problems and co-ordinating with vendors for hardware issues. Carrying out daily / weekly / monthly backup procedures on site servers. Regular updating of operating system service pack releases, application patches and Antivirus updates. Maintaining proper documentation of Software and Hardware inventory. Creation of Purchase Orders, receipting for payments, follow up with vendors and maintaining procurement inventory for accounting purposes. Deploying laptops and desktops with the company standard COE build. House keeping and general check-up of server rooms + DB areas. Helpdesk / Field Support To provide IT Service Desk support to users taking ownership of all helpdesk calls. To ensure minimal downtime for users IT services via prompt incident resolution and escalation. Provide first level service desk support for all calls via phone or e-mail and provide onsite support if not resolved. Calls include all COE related issues such as MS Office, e-mail, printer setup and support, business applications support etc. Installation and setup of all business applications. Escalating calls via Service Desk requests for Backoffice or Server jobs such as user id creations, mailbox issues, migrations etc and follow up. Escalating unresolved business application related calls to the Business application owners and follow up for prompt resolution. Setup and support of Blackberry devices and PDAs for corporate e-mail access. Training users for efficient usage of BP Passport application environment. Briefing new users on BP IT security policies.
- 5. Maintain call logs. Monthly reports to Service Desk Manager. Updating online call support database for all support issues. HSBC, Dubai - UAE, November 2000 January 2001. Jobs include: Administration of HP UNIX servers running the Treasury FOS application (TREATS). Co-ordinating with Reuters and Telerate/Bridge for support of their terminals and running applications. Supporting the dealing system PCs in the treasury dealing room running applications such as Market Sheet, Deal ticket and Exceed for connectivity to HP FOS server. Handling LAN connectivity, network printing configuration and troubleshooting. Systems Support Engineer Gulf Computers, Dubai - UAE, Feb 2001 June 2003 Filenet Imaging System Support: As a certified FileNet Systems Engineer, provided implementation and support for File Net Imaging, Document Management and COLD range of products. Block time service support: Provided hourly basis call support to the following clients: British Steel:
- 6. Supporting & administering Lotes Notes R4 Server & network/mobile notes client nodes since the past one year. Included configuring replication and mail scheduling and server connection documents to the central notes server in UK. Client softwares included Lotus Smartsuite and Approach client for access to Approach database. Beckman & Coulter: Supporting and administering Lotus Notes R5 Client network. Corporate Publishing International: Supporting and administering Windows 2000 Server with Filemaker Pro Database & clients. Clients accessing Lotus Notes mail server at US using outlook express client. EXPERIENCE IN INDA Network Engineer Compliance Products & Services, INDIA, June 95 June 97. Worked as a Network/Hardware Support Engineer having the following job responsibilities: Networking & PC Hardware Troubleshooting network problems using network management software. Installing, configuring and troubleshooting Novell 3.12/4.1 and Windows NT 3.51/4.0 Servers. Also worked on BANYAN VINES & SCO UNIX Servers.
- 7. Providing Enterprise Wide Interconnectivity solutions between Windows NT, SCO UNIX & Novell Servers. Incharge of co-ordination of 5 engineers for support of client PCs, notebooks, printers problems & client PC applications. Providing remote connectivity solutions using Windows NT RAS Server. Installing & administering MS SQL Server 6.0. EDUCATION Bachelor Of Science Electronics Fergusson College, Pune University, INDIA. Bachelor of Engineering Electronics Dnyaneshwar Vidyapeeth, Pune, INDIA. Associate Member of The Institute of Electronics & Telecommunication Engineers (AMIETE). New Delhi, INDIA. PERSONAL
- 8. Date of Birth 21st Oct 1970 Driving Licence Yes