SUBIN XAVIER
Jeddah,Makkah
Summary
IT professional with 12+ years of experience specializing in technical support, customer service, and system administration.
Working knowledge of server applications and infrastructure architecture, Incident and problem management, and debugging environments to determine root causes. Strong experience in providing L2 level IT Support Working experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior EndUser Support Engineer
King Abdullah University Of Science And Technology
05.2019 - Current
• As an IT Executive Support Analyst with the End User Support Team, I lead an effective delivery of integrated IT solutions for the organization's senior leadership and manage projects directly benefiting the executive organization. To provide world-class technical support and customer service to the old leadership customers.
•Windows 10/11 Bare Metal with PXE/Boot Media, Upgrade, Refresh.
•Managing monthly security updates patching on workstation.
•Remarkable experience in the application of MAC solutions to solving business requirements.
•In-depth knowledge of JAMF Software and installation of MAC image from JSS and fix the MDM profile compliance.
• Providing executive support to clients and resolving their problems via E-mail, phone, and remote.
• Installing and updating Cortex, Falcon, and McAfee corporate leading Security software .
•Investigates, analyze, and resolve computer application and system issues for faculties, students, and staff across all university departments.
• Installing and configuring email clients like Outlook 365, outlook 2016, and Apple Mail.
• Day-to-day troubleshooting / technical support to entire campus users.
•Installing, configuring and support Webex ,Teams and Zoom.
• Installing, configuring, and troubleshooting all SAP application and Good Experience SAP ticketing tool.
• Expert knowledge of MAC OS X (Big Sur, Monterey, and Ventura) and Windows 10/11.
• Assisted in the development of training materials related to IT products and services offered by the organization.
• PXE boot installation on various Windows distributions.
• Establishing and supporting around 70 Research Applications.
• Documented all steps taken during issue resolution in the ticketing system for future reference. Created knowledge base articles related to common helpdesk issues that can be used by end-users for self-help purposes.
• Installed, configured, and maintained hardware such as workstations, laptops, and printers.
• Troubleshot and resolved system hardware and software problems.
•Provided and support backup Solution Software Druva cloud backup and One drive.
IT ENGINEER
FIRST ABU DHABI BANK
09.2018 - 04.2019
- Installing and configuring the core banking application T24 and ICCS
- Provide L2 support and assist the team in unresolved and escalated issues
- Maintain computer peripheral devices like printers and resolve associated problems
- Vendor management and follow-up till ticket closure
- Setup new Desktop computers and peripherals and test network connections and applications
- Escalates unresolved incidents/service requests within agreed timescales
- Configuring the Office 365 Email Setup along with Windows, Mac, and Windows server operating systems
- Provide the OS level support with Windows Linux and MAC environment.
- Managed installation, upgrade, and deployment projects and provided on-site direction for network engineers
System Administrator
ADP Solution PVT LTD
10.2012 - 02.2018
- Managing and Maintaining Windows servers 2008 and 2012
- Configuring and Deploying WDS and WSUS servers
- Administration and support of Windows 2008 Configuration of DHCP, DNS and Active Directory
- Create and manage computer, user and group accounts in an Active Directory Environment
- Managing Users, User Permissions and Creating and sharing folders for the users
- Updating the patches, hot fix and Service Pack related to Software products
- Providing L2 Technical Support, Deploying Windows Machines and Laptops through SCCM with Recent Patches and Security Applications
- Troubleshooting and Providing Diagnosis for all the Software and Hardware Related Issues within the SLA
- Assisted in hardware installation and maintenance of workstations, servers networking equipment, and other supporting hardware
- Installing and Configuring the MAC OS EL Caption and Sierra and High Sierra
- Enroll the MAC operating system Casper remote management tool and verify the compliance machine and monitoring the MAC device
- Troubleshooting and providing the support for File vault encryption MAC devices
- Configuring and Maintaining Printers and Scanners all through the Organization
- Installation, Configuration and Troubleshooting for SOPHOS Safeguard Encryption Application
- Installing, Troubleshooting for Enterprise Antivirus Clients McAfee and Symantec Endpoint Protection
- End User Support for RSA and System Centre Configuration Manager (SCCM)
- Supported Remote Assistance through Lync, Cisco Jabber, Bomgar and TeamViewer
- Handling Service Requests through Multiple Ticketing Tools like JIRA, Service-Desk and Manage Engine
- Configuring and Supporting Windows phone, iPhone and Android through VMware Air watch Console
- Configure, Support and Troubleshoot for IP Phones.(Gram stream and AVAYA Ip phones)
- Managing Avaya IP Manager and AVAYA site administration for User Level Phone Access and Connection Access
- Patch Import, Approval and Troubleshooting Errors for Servers on Monthly Basis
- Support for MS Products like MS Office, MS Visual Studio 2008, 2012 and2015 and SQL Server 2008, 2008R
- Troubleshooting Basic LAN/WAN Network Connectivity issues
- Managing IT Assets through Spice Works and Keeping it updated on Monthly Basis in SharePoint
- Maintaining the Assets and its spares, Inventory management
Education
Bachelor of Science - Computer Engineering
Anna University
Chennai06.2012
Skills
- MACOX, Windows 7, Windows 8, 81,windows 10, and Windows 11
- One Drive,Office365,JAMF, and SCCM
- Windows server 2008R2, Windows server 2012 R2
Certification
MCSA,JAMF100,Endpoint Administrator.
Timeline
Senior EndUser Support Engineer
King Abdullah University Of Science And Technology
05.2019 - Current
IT ENGINEER
FIRST ABU DHABI BANK
09.2018 - 04.2019
System Administrator
ADP Solution PVT LTD
10.2012 - 02.2018
Bachelor of Science - Computer Engineering
Anna University
MCSA,JAMF100,Endpoint Administrator.
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