Taimoor Aslam

Experience

• 

  Saudi Telecom Company

  Feb 2014 - Jan 2015

  L1 Support Engineer

  • Worked on IBM Security Product I.e. Security Identity and Access Manager which is deployed in STC (Saudi Telecom Company).• Installation and Integration of IBM Databases, Directory Servers, WAS with IBM SIM.• Integration of user’s data from Active Directory and other different data sources to IBM SIM through TDI Feed process.• Installation & Up-gradation of database servers in production environment. • User Access Management to the concerned primary/Secondary database.• High Availability of DB servers. (Load Balancers)• Maintains the backup of database server and restoration incase primary is down.• Opens the PMR with vendor (IBM) in case the issue is unknown.• Monitoring of Queues in DB if stuck then skip all the technical operations on database.• Troubleshooting of different technical issues regarding SIM in user/customer environment (STC Users).• Manage user accounts on Active Directory and IAM.• Solve the incidents opened from IT-Helpdesk level 1 group & resolve the tickets at Level 2. (BMC Remedy)• Tickets follow-up generated with the application team on Dynamics 365 as well to co-ordinate and resolve the issue in case of onsite.• Reconcile the orphan accounts with concerned person in IAM.• Issue troubleshooting of users with remote session or personal visit as well.• Technical Assistance to other Engineers.• Working in Rotatable shifts including night shifts. Show less

• 

  Channel 4 Phone

  Mar 2015 - Apr 2019

  Information Technology Support Engineer

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Respond to queries either in person or over the phone.• Windows installation and activation of license for the windows.• Printers configuration on LAN/WAN. • Maintain the ticketing system for open tickets to get it resolved before the defined SLA time. • Visit the end users to get their satisfaction report.• Give basic training to new users for computing.• Maintain daily performance of computer systems.• Coordination with vendors engaged in the project. • Trained up a team to support and monitor the network. • Coordination with NOC team along with support engineers. • Continuous project progress reporting to CTO and superiors.• Respond to email messages for customers seeking help.• Install, modify, and repair computer hardware and software.• Run diagnostic programs to resolve problems.• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.• Follow up with customers to ensure issue has been resolved.• Covering different regional offices located in Thailand, Singapore and Pakistan. Show less

• 

  CTS

  Aug 2019 - May 2021

  • Providing technical support for 05 Countries of MENA region.• Track Incidents in GCIC System (SAP).• Creating service request / service order on GCIC for the end user to assign the technician from the related service center.• Diagnosis the issue and resolve remotely if possible else Onsite Support in case of Care pack else guided to service center.• Online orders cancellation on the request of customer.• Follow-up with service center for the repair of respective unit.• Update the warranty along with care pack registration in case of requirement depends on the case.• Works in rotational shifts and assist other engineers.• Resolved the error/log reports from the customer and shared to L2 in required.• Follow-up with the engineer on the repair of the hardware and update the customer.• Resolve the Pending tickets in the defined TAT.• Respond to the pending emails in the defined SLA.• Forward the customer to CRT if the issue still persists. Show less Project : HP - EMEA Region• Assist customers analyzing and isolating if the issue related with the unit is H/W or S/W by technical troubleshooting.• Issue analyzation by checking with bare minimum to identify the faulty hardware part and resolve the issue on site if required under claim process like Faulty Ram, System board depends on the long and short beeps sound. • Providing technical support for 11 countries of MENA region.• Create the new work order in case of onsite support and create the part order in case of offsite support.• Track Incidents in IT ticketing system (Microsoft Dynamic 365). • Create the new job for onsite on Dynamics 365 and follow-up on pending cases and in case of absence visit the end customer personally to assist.• Create on site part shipment if the onsite is not available and the case is related to offsite area to create the order shipment in Dynamics 365.• Commercial products include HP Z series workstations, HP Elite books, HP Pro books, HP Retail Point of Sales or RPOS, HP Sprout, HP Elite X3 Phablet, HP Elite Tablets and Detachable, HP Elite Desks, HP Thin Clients, HP Elite Displays, HP Chromebooks• Follow up with customers, partners and HP management on pending cases.• Arrange and set spare part or replacement items if a warranty claim requires it within UAE and KSA.• Schedule onsite servicing or repair of the unit if the unit covers onsite support. Show less

  • Technical Support Engineer

    Jan 2021 - May 2021

  • Technical Support Engineer

    Aug 2019 - Dec 2020
• 

  CNS Middle East

  Jun 2021 - now

  Senior Technical Support Analyst

  Project: Louis Vuitton - Dubai, UAE• User’s data migration – Migrate the data of the users using different tools like Cloudiway, AirWatch, Workspace ONE.• User’s / Computer account creation – Active Directory along with ServiceNow portal. • Zscaler, Pulse secure VPN, Okta enrollment and configuration.• Managing different brands like Dior, Guerlain , Make Up For Ever , Benefits cosmetic, Givenchy etc.• Okta admin Dashboard – MFA reset and account management. • Workspace One – Apps management for the end users along with synchronization. • MyQ printer management for all users including accounts management. • Data uploading on shared NAS device. • New printer configuration on the print server along with activation key push and network interface management.• File Server – user access management along with brands data management on the server. • Keeping users up to date with the resolution. • Updating the incidents – Management on SNOW (ServiceNow)• Assist in the network roll out of different brand retails. • Wisebox – Shared mail box creation along with license management and shared teams channel creation and storage allocation. • Manage the users on active directory – objects management on AD. • O365 license assignment for migrated users. • Teams channel creation along with files migration on new tenant. Project: British American Tobacco, JLT, Dubai• Providing technical support to all employees including dock stations and monitors replacement.• Providing support on shared print services including YSoft SAFEQ management. • Providing support to users for OneDrive, shared drives access, pulse secure and windows deployment through Autopilot. • Assisting other team members in different activities. • Providing support on Office 365 including user account creation, password reset, license enrollment and others associated support. • Managing daily backup through Arcserve tape backup software. Show less