Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
Additional Information
Languages
Work availability
Interests
Quote
Timeline
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Fuaad Ezudheen

Fuaad Ezudheen

Doha,Qatar

Summary

Dedicated System Engineer adept at cultivating long-term partnerships with vendors and clients. Expertise includes installing, configuring and monitoring complex systems and infrastructures. Offering successful career history comprising more than 4.5 years.

Overview

5
5
years of professional experience
1
1
Certificate

Work history

System Engineer

Qatar Insurance Group (QIC)
Doha, Qatar
11.2020 - Current


  • Responded to incidents on-site, providing precise time estimations and managing customer expectations.
  • Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
  • Conducted effective IT support service training for 1500+ employees, leading to improved operational efficiency.
  • Provided timely and professional support across hardware and software issues for 1500+ end users.
  • Performed Planned Preventative Maintenance, repairs and technical upgrades for well-mobilised operational teams.
  • Monitored site security to ensure equipment and workstations met agreed requirements.
  • Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.
  • Implemented process improvement strategies to speed up ticket handling times.
  • Employed speedy diagnosis techniques across software issues, achieving outstanding First Time Resolution rates.
  • Installed PAN and WLAN networks at remote locations.
  • Harnessed new technology to reduce error rates.
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
  • Recommended and implemented configuration changes and system additions to optimise performance.
  • Performed on-site beta testing for new systems to identify and resolve potential problems.
  • Participated in weekly department meetings to provide input on new and technical processes.
  • Created assessment reports of equipment issues and resolutions using operational data.
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
  • Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
  • Troubleshoot operating systems, hardware and software problems to identify root causes.
  • Provided remote support for product functionality, maintenance and troubleshooting.
  • Solved interruptions in machines and equipment through collaborations with internal and external third parties.
  • Managed technical support page by creating FAQs and posting knowledge-based articles.
  • Supported out-of-hours service by working unsociable hours on-call.
  • Reduced escalation workload and maintained timely feedback to management.
  • Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
  • Gave first-line support to customers within agreed Service Line Agreement (SLA).
  • Collaborated with team members in virtual environments to optimise field experience and development capabilities.
  • Communicated technical concepts to customers clearly by phone, email and online chat.
  • Monitored and documented performance and up-time for company products.
  • Researched and investigated User complaints to make recommendations and action plans.
  • Reported incidents, risks and hazards by following set procedures.
  • Offered bespoke solutions to tackle security and performance issues.

IT Technical Support Specialist

Traffic Headquartes (MOI)
Doha, Qatar
11.2018 - 11.2020


  • Applications, network peripherals and different Operating systems as well
  • Provide IT technical support to clients/users and remote support, monitored helpdesk and provide technical support for over 1500+ users
  • IT Asset Management & Vendor coordination management
  • Azure AD and Microsoft Intune: Automatic MDM enrolment in Endpoint Manager admin centre
  • TrendMicro deep security manager installation, maintenance, and policy configuration
  • Ensure backups are made daily and support is provided for any data recovery
  • Monitoring the core systems in the IT Infrastructure
  • Diagnose hardware and software problems and replace defective components
  • Manage service requests, software installations, new computer set-ups, upgrades, etc
  • Set up user accounts, Group policy, shared folders, VPN, permissions, and passwords
  • Installing and configuring Avaya IP phones & Cisco Ip phones
  • Installing and configuring Servers with Microsoft windows Server 2012/2016, installing roles and features
  • Troubleshoot TCP/IP communication
  • Management of Computer Room Space Management, Environmental requirements, Power
  • Requirements (including UPS) and Security
  • Manage and monitor the entire network system and resolving network problems
  • Installation of software like Cisco Jabber, Global Protect VPN client etc
  • Manage backup and recovery solutions for server and client machines
  • Setup and configure Firewall, Cisco WebEx, workstations, printers, Cisco VoIP phones, software's, hardware, and applications
  • Perform diagnosis and resolution of complex computer problems for a variety of end users and implementing corrective hardware and software solutions, including off-site repairs
  • Maintenance of the printers including Canon C5250, Xerox 7545, scanners, plotters
  • Configure and install computer software packages, software upgrade, PC Support, Operating
  • System upgrade and maintenance
  • Experience in Office 365 exchange email, User account management, webmail configuration
  • Group management [2] Traffic Department Headquarters, & responsibilities
  • Strong signal processing, image processing, and computer-vision skills
  • Performs system regression testing and data analysis, Updates, and creates test procedures and generation of test reports
  • Configure biometric devices, CCTV, and other security appliances
  • Install and manage complex desktop management software
  • Antivirus, endpoint security products like Symantec, Sophos, ESET etc
  • Create and resolve technical trouble tickets via OS Ticketing system console
  • Generate, manage, and monitor Help Desk Tickets as well as Software and Hardware assets inventory
  • Maintaining IT Assets & Inventories Systems developed and implemented in ISG JV, Qatar
  • Configured a Hotspot management system to allow the guest to access the free Wi-Fi service, using the Open-Source Hotspot management system
  • CCU configurations, Trouble shooting, and Downloading data from Radar, Radar
  • Maintenance
  • Configure router, access point, NAS, Configuring Network attached storage like QNAP, WD-
  • My cloud, LENOVO EMC, BUFFELLO Etc., Configuring RAID, User Permissions, Backup configuration Data Sync Etc.
  • Researched and investigated client complaints to make recommendations and action plans.

Education

Advanced Diploma Network Engineering - IT

Accel IT

Bachelor of Commerce - Computer Application

Bharatiar University
Coimbatore
06/2018 - 05/2021

Microsoft Certified Solution Associate - IT

Microsoft
India
11/2018 -

Skills

  • Excellence in Analysis and Problem Solving
  • Decision Making Skills, Management Skills & Strong Influencing Skills
  • End-user training & Staff assistance
  • Network support
  • Anti-virus infrastructure
  • Mobile device management
  • Microsoft Azure & Office 365
  • Systems support
  • Pilot implementations
  • Failure resolution
  • End-user training
  • Mac Device Management (jamf Pro)

Accomplishments

  • Supervised team of 3 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 3 in the development of System Deployment.

Certification

“Microsoft Certified Solutions Associate 2016” (MCSA)”

Training Cisco certified Network Associate (CCNA) Training on Hardware and Networking A+ N+ [Professional training undergone-Media Live, Calicut]

Additional Information

  • Marital status: Married
  • Joining frame: 1 month
  • Visa status: QR permit, NOC, Transferable

Languages

English
Fluent
Hindi
Intermediate
Malayalam
Native
Tamil
Intermediate

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Interests

HOBBIES & I NTERESTS , As a keen footballer, I also play other racket sports like Badminton, And I like to spend time with cooking, Photography, Cinema, eating out with friends, I enjoy staying fit and going to the Gym, where local teenagers can spend their free time instead of being on the streets.

Quote

The price of anything is the amount of life you exchange for it.
Henry David Thoreau

Timeline

System Engineer

Qatar Insurance Group (QIC)
11.2020 - Current

IT Technical Support Specialist

Traffic Headquartes (MOI)
11.2018 - 11.2020

Advanced Diploma Network Engineering - IT

Accel IT

Bachelor of Commerce - Computer Application

Bharatiar University
06/2018 - 05/2021

Microsoft Certified Solution Associate - IT

Microsoft
11/2018 -

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Fuaad Ezudheen