Adobe PS ,PR, AE,AU
SANGEETH SAGAR
IT Technical Support Manager
Dubai
Summary
A dynamic professional with 11 years of experience in the Enterprise IT environment, showcasing strong leadership skills. Proficient in managing diverse servers and network devices from multiple vendors. Demonstrated expertise in wireless WAN and LAN technologies. Skilled in problem-solving, incident escalation, and root cause analysis
Overview
13
13
years of professional experience
7
7
years of post-secondary education
7
7
Certifications
1
1
Language
Work History
IT Technical Support Team Leader
Multiplex Constructions LLC
Dubai
09.2017 - Current
- Led a team of 12 technical support specialists in the MEA (UAE, Qatar, and India) region, providing guidance, mentorship, and conducting performance evaluations.
- Developed strong working relationships with business stakeholders and managed escalations and complaints effectively.
- Acted as a point of contact for critical issues, ensuring their timely resolution and maintaining high customer satisfaction levels.
- Oversaw daily operations, including incident management, ticket resolution, and escalations.
- Implemented and optimized support processes, resulting in a significant increase in operational efficiency.
- Promoted the use of MyIT and maintained control of operational work queues.
- Supported functional teams in the use of Service Management Systems and Tools.
- Played a key role in designing IT infrastructure for new offices, ensuring adherence to company standards and specifications.
- Collaborated with vendors to locate replacement components and resolve advanced technical issues.
- Supported Projects, Intake, and Service Transition activities.
- Conducted regular training sessions for team members to enhance their technical skills and product knowledge.
- Supported and updated Standard Operating Procedure (SOP) documentation, policies, and guidelines to ensure alignment with best practices.
IT & T Assistant
Multiplex Constructions LLC
Dubai , Abhu Dhabi
06.2012 - 08.2017
- Provided first-level technical support to end-users, assisting with hardware and software issues, network connectivity, and telecommunications equipment.
- Maintained and administered telecommunications systems, including phone lines, VoIP systems, and mobile devices. Assisted with teleconferencing and video conferencing setups and troubleshooting.
- Assisted in the setup, installation, and maintenance of computer hardware, software applications, and telecommunications equipment. Performed routine maintenance tasks to ensure the reliability and performance of IT and telecommunications systems.
- Managed user accounts, access permissions, and security settings for IT systems and telecommunications services. Assisted with password resets and account provisioning.
- Maintained an accurate inventory of IT hardware, software licenses, and telecommunications equipment. Assisted in procurement and asset management.
- Created and updated documentation for IT and telecommunications procedures, troubleshooting guides, and user manuals. Maintained records of service requests and resolutions.
- Assisted in the setup and maintenance of local area networks (LANs), ensuring reliable network connectivity. Helped troubleshoot network issues and liaised with network administrators when needed.
- Assisted in implementing and maintaining security measures, including antivirus software, firewalls, and data encryption. Ensured compliance with IT and telecommunications policies and regulations.
- Collaborated with IT and telecommunications teams to resolve complex technical issues and implement system upgrades. Participated in IT and telecommunications projects as required.
- Worked with IT and telecommunications vendors and service providers to resolve issues, procure equipment, and manage service contracts.
- Provided on-call support for IT and telecommunications emergencies, ensuring prompt resolution of critical incidents.
- Conducted training sessions for end-users on IT and telecommunications equipment and software. Offered guidance on best practices for efficient and secure usage.
- Assisted in managing the IT and telecommunications budget by tracking expenses and proposing cost-effective solutions.
- Stayed updated with emerging IT and telecommunications technologies and trends, enhancing job skills and knowledge.
- Ensured a positive customer service experience by providing clear and effective technical support to end-users.
EDP
Krishna Inn
Kerala
11.2011 - 06.2012
- Ensured seamless operation of in-room technology, addressing guest-reported issues promptly.
- Supported the setup and maintenance of the hotel's property management system (PMS) and point-of-sale (POS) systems.
- Maintained guest Wi-Fi services, monitored network performance, and resolved connectivity issues.
- Managed security systems, including CCTV cameras and access control.
- Set up and maintained audio-visual equipment for events and meetings.
- Oversaw IT inventory, procurement, and asset tracking.
- Conducted staff training on hotel technology systems and developed training materials.
- Implemented data backup procedures and assisted in data recovery when necessary.
- Coordinated with IT vendors and service providers, negotiated contracts, and scheduled maintenance.
- Provided technical support to guests experiencing connectivity or device-related problems.
- Assisted with IT-related emergencies and ensured the operational readiness of critical systems.
- Ensured compliance with data security standards and maintained detailed IT documentation.
- Managed IT budget expenses and identified cost-saving opportunities.
- Collaborated with various hotel departments to address IT needs and support cross-functional projects.
Electronics Lab Assistant
AL NOOR ITC
Thrissur
05.2010 - 10.2011
- Setup and maintain electronic equipment and instruments for laboratory experiments.
- Provide technical support and guidance to students and faculty during lab sessions.
- Ensure compliance with safety protocols and lab regulations, maintaining a safe environment.
- Manage inventory of electronic components, tools, and supplies, including procurement and tracking.
- Assist in creating and updating lab manuals and documentation.
- Calibrate electronic instruments and devices, maintaining calibration records.
- Collaborate with researchers to set up experiments and aid in data analysis.
- Maintain lab organization, cleanliness, and equipment functionality.
- Troubleshoot and repair minor equipment issues.
- Conduct training sessions and workshops for students.
- Collaborate with instructors and colleagues to improve lab efficiency.
- Assist in budget management and record-keeping.
- Stay updated with electronic technology advancements and propose improvements.
Education
Bachelor of Computer Applications - Computer And Information Systems Security
Jaipur National University
Dubai 01.2019 - 01.2022
Associate in Electronics Engineering Technology - Electrical, Electronics And Communications Engineering
Electronic Mechanic Engineer
KOCHI 08.2007 - 07.2009
Bachelor of Science - Network And System Administration
Accel Ltd
Thrissur 08.2009 - 02.2012
Skills
Technical Proficiency
Software
MS Office
Service Now
TFS
Remedy
Systrack
Nexthink
SCCM
Intune
Certification
Proofpoint Certified Security Awareness Specialist 2023
Timeline
Proofpoint Certified AI/ML Specialist
08-2023
Proofpoint Certified Security Awareness Specialist 2023
07-2023
ITIL® 4 Foundation Certification
04-2023
Proofpoint Certified Insider Threat Specialist 2023
04-2023
SC-200 Microsoft Certified: Security Operations Analyst Associate
12-2021
AZ900 Microsoft Certified: Azure Fundamentals
12-2021
Bachelor of Computer Applications - Computer And Information Systems Security
Jaipur National University
01.2019 - 01.2022
IT Technical Support Team Leader
Multiplex Constructions LLC
09.2017 - Current
IT & T Assistant
Multiplex Constructions LLC
06.2012 - 08.2017
CCNP Cisco Certified Network Professional (CCNP)
01-2012
EDP
Krishna Inn
11.2011 - 06.2012
Electronics Lab Assistant
AL NOOR ITC
05.2010 - 10.2011
Bachelor of Science - Network And System Administration
Accel Ltd
08.2009 - 02.2012
Associate in Electronics Engineering Technology - Electrical, Electronics And Communications Engineering
Electronic Mechanic Engineer
08.2007 - 07.2009
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