Ramsy Rafeek

Experience

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  IT Device Solutions

  Aug 2009 - Jul 2010

  Desktop Engineer

  Supervise the installation & maintenance team of windows 2008, 2003 server, Active directory, Domain controller, DHCP, File Server and Firewall.Managing Active directory, adding/disabling/ terminating users, implementing group policies, assigning rights and access, performing backups and restores etcPerforms routine preventive maintenance on hardware and softwareDesigning, implementing and troubleshooting cisco networks of small to medium size networksConfiguring cisco routers, switches and Access pointsTroubleshooting and maintaining PC and laptopsCorresponding Root cause analysis and interaction with clientAssisted the clients with the Operating System, Hardware and Software related issues with the Desktop, Laptop, Work station& Mobile Workstations.Assisted clients on wired and wireless network related issues.Updated and maintained the support articles as and when required.Responded to clients by email, chat and phone. Provided creative solutions to assist and resolve client’s issues. Demonstrated ability to gather relevant information and diagnose issues effectively and efficiently. Delivering and implementing the project as per schedule deadlinesSupports technical team and clients Proved ability to solve problems and learn new technologies. Ensured compliance with and carried out all duties according to the rules, regulations and practices of the business. Performed customer satisfaction calls and provided continuous coverage support. Show less

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  Etisalat

  Jan 2010 - Oct 2012

  • Analyzing& troubleshooting connectivity problems of broadband internet through DSL, GPON (FTTH), WiMAX, ISDN, Dialup, and cable modems.• Address technical issues faced by various customers.• Troubleshoot the CPE related issues online and follow the functional escalation of issues to other concerned sections.• Troubleshoot web hosting service, email and proxy/DNS related issues.• Supporting MS Windows, Macintosh and wireless users in configuring their systems for internet connectivity.• Installing various internet security related software• Experience on wireless networks and security.• Troubleshooting IP, HFC, Wireless TV networks• Communicate with engineering to track and solve technical problems of the customers.• Identifies the nature of customer complaints and offers all possible help in quickest possible time using technical knowledge and data seeking capabilities.• Deals with enquirers independently taking ownership for the issue until a satisfactory outcome has been reached for the customer.• Liaise with various departments on all matters related to Emirates Internet services. Show less

  • Technical Support Engineer

    Oct 2010 - Oct 2012

  • Technical Support

    Jan 2010 - Jan 2012
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  Seven Seas Computers

  Nov 2012 - Dec 2014

  System Support Engineer

  • Delivered on-site system and network support for 100+ companies, visiting multiple sites daily.• Monitoring hardware, networking, sharing and security setting.• Building and deploying images of various workstations• Maintaining Backup process of various database • Installing software packages on different O.S• Managed and administered windows XP/7/8 and Mac workstations• Assembled system as per work requirement• Installed and tested new upgrade software releases as requested• Installation and support of Office 2003,2007,2010 and 2013• Supported IBM, Dell, HP and Toshiba laptops and desktops• Handling Anti-virus software’s installation, updating and maintenance.• Trouble shooting the networking related problems.• Fault finding & trouble shooting of Monitor, SMPS, and Mother Board.• Installation of Operating Systems Win Xp, Win7, Win8, Linux Ubuntu etc.• Installation of device drivers & hardware components.• Configuring wireless and network printer connectivity for multiple users.• Configuration of Printer, Modem, Scanner.• Supporting clients remotely with the help of Remote support tools• Maintained inventory of hardware including PCs, Smart Phones and Printers.• Training end users on new hardware and software implementation• Operated computer help desk assisting users with problems and solutions• Performed routine maintenance on all types of computer equipment and printers• Helped migrating services from windows 2003 server to windows 2008R2 server• First call resolution in a timely manner. Show less

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  Dubai Municipality

  Dec 2014 - now

  Senior System Support Engineer

  • Provided user support through a smart desk ticketing system, resolving incidents, addressing requests, and fulfilling work orders. Managed and prioritized tickets for timely resolution and customer satisfaction. • Collaborated with Level 1 support specialists, handling complex inquiries beyond their level. Demonstrated coordination and technical understanding for efficient resolutions. • Delivered IT support to 1000+ users across Mac, PC, Android, and Linux platforms, remotely and on-site, for issue resolution and system optimization. • Utilized documentation and manuals to troubleshoot and support company hardware. Used a systematic approach for efficient issue resolution. • Coordinated with vendors for warranty support, hardware replacement, and software assistance, ensuring prompt issue resolution and maximizing reliability and functionality. • Managed hardware inventory, including PCs, laptops, smartphones, tablets, and printers, maintaining accurate records and efficient equipment availability. • Collaborated with the backup administrator for smooth operation of backup clients and conducted effective restorations when needed. • Collaborated with the cybersecurity team to detect and mitigate security threats, implementing patches and eliminating malicious programs/files for system and data protection. • Provided user training and support for technologies like PDA, mobile computing, barcode printing, and video conferencing systems, ensuring optimal utilization. • Mentored and trained junior support teams, implementing effective programs and providing ongoing guidance for enhanced performance and customer satisfaction. • Conducted service calls, performed maintenance, and installed new equipment with attention to detail and troubleshooting for seamless functionality and performance. Show less