Mufaddal H.

• Worked on BAU support for Telegraph Media through HCL Technologies. • Supporting approx 1200 plus users within Organization • Provide support across 7x16 hrs shift on Pro-Rota for 8hrs. • Provide support to VIP users. • Provide support to the user raised tickets via incident management tool in SNOW. • Provide support to the users based in different Cities and Countries over phone and via remote tool to the Citrix based users. • Maintain the SLA’s within the ITIL process. • Troubleshooting and support Windows XP, 7 and Citrix based desktops, Laptops and applications. • Troubleshooting and support Macintosh based devices with OS 10.6 to 10.9. • Upgrade hardware for desktops, Laptops both Windows and Macintosh. • Re-image of the desktops, Laptops both Windows and Macintosh. • Support Citrix based users using thin client via Xen-App Management, Desktop Studio, Desktop Director and SCCM Remote viewer. • Maintain Citrix based user profiles via Appsense Management tool. • Support Business applications such as DTI, Escenic, Picdar, Wires, Business Objects and Insider • Rebuild All type of users profile and support them in backing up data from old and corrupt profile. • Support over 120 Printers within organization with first level fix such has changing toners, rollers, maintenance kit and recovery from jams and errors. • Setting up devices on Safecom. • Setting up users able to print via Safecom. • Provide support to the Avaya phones and do the 1st level diagnosis and replace or setup the new phones for the existing and new users. • Patching the floor ports into the comm.’s room. • Provide AV equipment support to the users and maintain the asset running within the building. • Changing lamp on the industrial projectors used to display the live statistics and channels. • Managing Omnivex software to display multiple layouts and designing them as requested by the users. • Reboot the Virtual servers and do basic troubleshooting when required via RDP. • Iphone, Ipad and Blackberry trouble shooting and setup for emails, backups and different applications. • Report and track the suppliers for the faults logged and order placed for the new requirements. • Mapping shared drives within different OS environment for the users. • Setup for Apple TV to use Air play with Macintosh devices. • Morning and evening checks for certain devices within the organization. • Managing stock level for the consumables and the hardware. • Maintain the Assets lists fort he devices given to the users. • Project activity where required.