Mohamed Ismail Buhari.

M
Customer Support Engineer
Mobile: +91 9597135155 E-Mail : mib_ct@hotmail.com CAREER ABSTRACT Ambitious, determined and self-motivated personnel with 7+ Years experience in Windows Server Maintenance, Active Directory, Desktop Support, Mail, Wired and Wireless network management at corporate network, Banking and Govt. Sectors. Expert in installation, operation, fault diagnoses and rectification of a wide range of desktop PCs, Laptops, peripherals and LAN devices. Skilled in reaching objectives and goals, compliance with ITIL processes, good at assets and document management, working under pressure to meet deadlines and customer satisfaction also adapts well to working in a wide variety of environments and roles either alone or as a team member, home or abroad. CORE COMPETENCIES Backup Support Configuring and administering backup server using Symantec Backup Exec 2010 Adding/removing resources which are needs to be back up Monitoring daily backup jobs, logging them. Resolving known issues and escalating unknown issues. Loading necessary backup tapes on time and sending written backup tapes to archives. Handling all restore related requests, restore data from most recent backup and send them to users. Checking for necessary updates, patches and fixes with Symantec and applying them when necessary. Networking Familiar with TCP/IP, UDP Protocols. Resolving IP related issues. Configuring and deploying Cisco/Nortel switches with data and voice VLANs. Familiar with Cisco 1800 series routers and L3VPN, ATM configuration templates Excellent at identifying and resolving basic network related issues like cabling, port and switch. Good exposure to Nortel baystack switches, CISCO / Maipu / Huwaei / Tcehroute routers. Desktop Support Installing and configuring windows 7/Vista/XP in Desktops and laptops in domain environment. Installing and configuring applications like lotus notes, outlook, webmail, SAP, CalriFy and In-house applications. Installing and configuring peripherals like printers, scanner, MFP, data card and data phones. Configuring and resolving email and communication issues with Blackberry and IPad. Excel at installing updating anti-virus patterns, OS patches, application patches and driver updates. Installing and configuring HP Webjet admin to handle network printers, updating firmware and other services. Monitoring / maintaining network calls and network uptime in case of network lost. Familiar with SD Ticketing system, regularly closing / updating calls based on resolution / pending status respectively. Installing SOE with Norton ghost and Microsoft SCCM. Best at attending issues and providing resolution thru telephone/remote/visit based on nature of calls. Maintaining SLA and user uptime and updating the calls on certain intervals based on call status. Ensuring best calls resolution to the end users and keeping a record to ensure avoidance of repeated calls. Maintaining records of material / assets on receipt, deployment, transfer and surrender. Managing equipments like Printers, FAX, DLC and UPS and co-ordination with respective vendors / departments to implement service and smooth operations of all equipment. Assets and ISO Documents Management Updating files with asset receipt / transfer / surrender documents. Updating assets on new users enroll / resignation / transfer using application REMEDY. Good at updating asset ID stickers and inventory in times internal and ISO audits. Familiar with preparing Change request form for IT change request related activities.

Vendor Management Hiring new vendors as per company requirement and managing existing vendors Escalating calls to vendor for the issues related to vendor owned peripherals. Receiving material quotes, negotiating prices and completing order in a best economical way. Ensuring smooth operations between vendors and office Preparing timely reports and reporting the same to management LAN/WAN Management Identifying network down and finding the possibilities of network lost. Sending SMS to Circle manager, Area Operations Incharge, Service Delivery lead. Closing the call if network lost due to router or switch issues, if not escalating the same to concern. Updating the call to CHQ with FT (fault ticket) and following up till closure of call in SLA. Attending external customer calls routed from NOC and ensuring the resolution in time. Preserving all the data related to the network down for future enhancement as well as to provide when requested by CHQ/NHQ. Managerial Skills Detail-oriented, efficient and organized professional with extensive experience in the IT Support Environment. Best at analyzing problems, identifying solutions and updating knowledge database. Resourceful in the completion of projects, effective at multi-tasking. Understanding the work process of the organisation identifying needs to ensure proper solution. Excellent written and verbal communication. EMPLOYMENT SCAN
Since Jul 09 to Aug 11 Computer World W.L.L as Customer Support Engineer Project: alBaraka Islamic Bank, Manama, Bahrain.

Experience in installing, upgrading and maintaining computer and networking hardware, software, printers, photocopiers, and fax machines. Monitoring Backup server using Symantec exec 2010 and handling restore requests. Reporting backup server activities and escalating failed backup issues to infra team. Checking randomly for backup exec updates, patches and applying them when necessary Monitoring DR site servers and replication activity using double take software. Performing Installation and updates of windows patches with WSUS, drivers patches, antiv-virus and application patches. Good at configuring and troubleshooting Lotus Notes, MS Outlook and web mail communication services. Responsible for Audio/Video conferencing related activities. Lend a hand in configuring deploying cisco router (L3VPN) and switches (Config. templates). Familiar with ITIL policies, SLA (Service Level Agreement), MTTR (Mean Time To Restore) and user uptime terms in order to accomplish the task in time with satisfactory. Familiar with AR (Action Remedy) System, Track It ticketing tools on both client and web console (Technician Login). Performing system builds and configurations (both laptop and desktop), repairing and replacing systems, and performing scheduled and other data backups as necessary. Proven ability to troubleshoot issues such as application issues, printing issues, networking problems and virus related. Handling vendor contacts including warranty escalations, AMC contracts, new purchases and warranty void service requests. Proven record of Monitoring server and network activities, reporting them to network team. Handled LAN related issues by self to avoid user downtime. Configuring and troubleshooting blackberry mail services. Providing support to Network Staff in various administrative tasks as well as general office administration.

Demonstrated ability to stay abreast of current and emerging computer/network systems technologies, architectures and products within the architectural and engineering industry sectors. Excellent at creating and maintaining KD (Knowledge Database) in order to avoid repeated issues and reduce resolution time. Sharing the same with team. Familiar with Internal and ISO audit procedures and came through of internal and ISO audits. Best at CSI (Customer Satisfaction Index), Evolution, Appraisal and KPI ratings and always assured best of self to superiors and management.

From Jan 09 to July09 Saudi OGER Ltd., Riyadh as Senior Computer Technician Client: King Khaled Interntional Airport, Riyadh, Saudi Arabia.

Deputed in Department #7, Specialized Equipment (Post and Cargo Section) to handle all the IT related issues of all the 7 shops and three sub contractors under Department #7. Responsible for attending work orders routed from Alpha base on daily basis. Responsible for assigning work orders to sub ordinates, directly reporting to superintendent. Providing resolution thru telephone/remote/visit based on nature of calls and updating work log with proper resolution or proper pending status if work order has to be kept in pending with status. Updating the OS patches, Anti-virus patterns and driver updates on availability. Taking care of three sub contractors offices (Mitsubishi, Rajab & Silsilah and SATCO). Installing SOE with Norton ghost and updating OS patches, anti-virus patterns and driver updates. Hardware and software installation and troubleshooting, escalation of hardware calls to Maintenance control and follow up till closure of the same. Maintaining vendor peripherals and escalation of hardware faults to vendors. Coordinating with different vendors for material management and utility Maintenance.

Responsible for preparing daily work log report and monthly report. Responsible for asset management, documentation and other IT related paper works. Delegation of authority and point of contact for IT related matters while supervisor on leave.

Driving the self to meet the Quality Objectives as per ISO policy. Prepared and completed asset inventory database including configuration details of each with neat labeling on each Sep06 - Oct 09 Client: RELIANCE Communications Ltd CMS Computers Ltd., as Senior FMS Engineer

Responsible for attending calls routed from Central IT Service Desk on daily basis.
Providing resolution thru telephone/remote/visit based on calls and updating call record with proper resolution or proper pending status if call has to be kept pending with. Updating the OS patches, Anti-virus patterns and driver updates on availability. Taking care of two reliance world locations (Erode/Tirupur). Installing SOE with Norton ghost and updating OS patches, anti-virus patterns, driver updates, and games updates in domain environment. Hardware and software installation and troubleshooting, escalation of hardware calls to RW IT team and follow up till closure of the same. Maintaining SLA, MTTR, User uptime and network uptime. Maintaining vendor peripherals and escalation of hardware faults to vendors Responsible for scoring good marks on Customer Satisfaction Index on every quarter. Responsible for updating records with assets receipt, transfer and surrender forms, external customer reports like FAR / SD / MIR reports for the internal and ISO audits. Responsible for assets updating, stickering and inventory maintenance using REMEDY. Coordinating with different vendors for material management and utility Maintenance Driving the self to meet the Quality Objectives as per ISO policy Providing support for 200 internal customers and 8 external customers Aug02- Mar06 Technology and Media centre as System Administrator

Preparing daily calls report and assigning calls to the Field Engineers. Responsible for maintaining and monitoring Internal network and Systems.

 Installing OS, anti-virus, applications and updating the OS patches, anti-virus patterns and driver updates. Updating call reports based on FE reports and submitting it on EOD to the management. Responsible for providing assistance to FEs and training to newly appointed, Collection of payments, Vendor Bills, verification and process the same for payments in ASAP. Responsible for providing timely reports and increasing the revenue by getting new customers. Providing manuals of troubleshooting and previous calls resolution methods to ensure the quality and to avoid the repeated calls. Maintaining good relationship with vendors to ensure smooth operation at customer end. Provided better resolution time for calls and increased the profitability by getting more orders from the existing customers. Responsible for corporate orders and ensuring the proper delivery till the end of project and ensuring smooth operation in every phase of the project. NOTABLE ACCOMPLISHMENTS At Computer World W.L.L (alBaraka Islamic Bank)

Additional responsibility included to take / monitor backup server using Symantec backup Exec and handling all backup related request. Assigned to take care of all Audio/Video conferencing related activities At Saudi OGER Ltd., (King Khaled International Airport Project) Initially assigned to Office Equipment after that reassigned for Department #7, under direct supervision of Superintendent, Specialized Equipment. Nominated by Superintendent to Project Manager to be as Internal ISO auditor in order to appreciate performance.

At Reliance Communications Limited

Handled the responsibility of two cities (Erode/Tirupur) which includes 14 offices and more than 200
users.

Been a part of a new office (Tirupur) project from design basis to completion includes design basis,
data / voice networking and vendor management At Technology and Media Centre

Promoted as System Administrator with a respectable pack as an appreciation of best performance.

ACADEMIC CREDENTIALS Diploma in Computer Technology from Board of Technical Educations, TN, India First Class with Honors PERSONAL DETAILS Date of Birth Languages Address (Current) : : : 02nd October 1981 Tamil and English 15, New Mariaam Koil Street, B.P. Agraharam Erode 638 005. Tamilnadu. India. J4376233 Issued at : Indian Embassy, Bahrain 20/12/2010 Date of Expiry : 19/12/2020 1997-2000 87.5%

Passport Number Date of Issue

: :

Yours faithfully M.Mohamed Ismail Buhari