Faisal Khan

Experience

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  TSG Global Services Pvt Ltd

  May 2011 - Jun 2012

  IT Help-Desk Engineer

  | Provided IT Assistance to Wipro Info-tech users and customers |• Hardware upgrades, and resource optimization as per requirements.• Verification of the integrity and availability of all hardware.• Familiar with telecommunications services including VOIP, wireless and video conferencing.• Support to Cisco IP Phones through Cisco Unified Communications Manager.• Printers, mobile devices, Laptops, Notebooks and IPAD Configuration & support to end users.• Monitor IT asset management system to ensure efficient management of IT assets and in order to keep the IT inventories up-to-date.• User account management and deletion of user profile on timely basis.• Movement/Replacement of systems as required meeting the User Expectations. Show less

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  LinkQuest Technologies Limited

  Jun 2012 - Nov 2012

  IT Customer Support Engineer

  | Provided IT Support to International Nokia Customers |• Provided service level 1 & 2 support to cross business function.• Supported End user operating systems including MS Windows, 10, Mac OS.• Provided end user technology support within the operations environment.• Mobile devices supported that run in android or IOS.• Device and software deployment.• Knowledge of management tools including AD, MS Office, Antivirus, Audio, Video, and Avaya.• Enhance knowledge management by documenting new /changed tasks, resolution procedure, known errors, system documents etc.• Support of in-house developed application. Show less

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  Global Computer Services L.L.C

  Jun 2013 - Dec 2017

  | Provided IT Support to Oman Gas Company |• Provided L2 support, performed analysis, diagnosis & resolution of complex IT problems for end-users and recommend corrective solutions.• Troubleshooting of triage desktop applications like (Office 365, Citrix and SAP) and operating systems (Windows 10, macOS) issues.• Served as Subject Matter Expert and Senior Technical support engineer for the Desktop Team.• Managed spam emails and malware attacks, Enforce and comply with Information Security policies, standards, controls, and procedures.• Coordinate and developed the training content, work-flow, procedures, and provide training to other IT staffs on underlying tools, technology for existing and new services.• Provided support to telecommunications services including VOIP, wireless and video conferencing.• Creation of users AD account, SAP accounts, Meeting rooms, Distribution lists, VPN Users, Shared mailboxes.• Setup, configure and testing of new equipment by following standard help desk procedures and practices.• Pro-actively monitoring of support mailboxes and log in the system, following standard escalation matrix when needed.• Maintained and enforced technology policies, best practices, and procedures as determined by the IT Manager, Monitoring day to day operations and maintaining SLA, RCA and KPI’s. Show less | Provided IT Technical Assistance to ORPIC - Oman’s National Refining and Petrochemicals Company | • Proper follow-up and updates for the closure of the incident & Service requests.• Monitored user’s problem (Hardware, Software, user access, etc.) and provide solutions with minimal effect on the process and sites.• Provided remote desktop support to end users via Microsoft SCCM, S4B, and GTA.• Responsible for giving shift handovers, daily summary, pending call details report to the IT Manager.• Resolve technical desktop, laptop, and network connectivity issues on both the business and classified networks.• Performed hardware troubleshooting and component installation.• Provided Printer and Configuration support to handheld mobile devices, laptops and notebooks configuration.• Provided support to Windows 7 and 10, MS Office 2016 Citrix, Cisco VPN, Outlook issues, SAP applications, Browsers.• Creation of laptop and desktop images using Acronis and other backup and recovery applications. Image, Show less

  • Senior IT Support Engineer

    Jan 2015 - Dec 2017

  • IT Desktop Support Technician

    Jun 2013 - Dec 2014
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  United Nations

  Jan 2018 - now

  Information Technology Operations Engineer

  • Installation and configuration of hardware and software systems, peripherals, services, settings etc. in accordance with standards and operational requirements.• Demonstrate and assist effective technical support over phone, emails, and via remote software’s.• Working knowledge of call tracking systems, Manage trouble ticket queue, assuring metrics were being met, and assigning tickets where necessary and follow up till closure• Maintain security standards such as Microsoft updates, IAVAs, anti-virus updates, and necessary software updates.• Work with networking, server, and exchange teams to ensure all client needs were met.• Contribute to the process of release management for new services, applications, and tools by acting as a pilot for the roll-outs. • Knowledge Base maintenance – a creation of new knowledge base articles, contacting knowledge managers on updating processes and knowledge base.• Identify areas of improvements in the existing processes/workflows/tools and provide input towards Continue Service Improvement.• Restore services or coordinated with the third party providers in case of disruption of internal and external services took upon to make the services up and running.• Maintain hardware and software inventory. Monitoring IT asset management system to ensure efficient management of IT assets and in order to keep the IT inventories up-to-date. Show less