Adil Sultan
Muscat,Muscat
Summary
Dynamic Technical Support Engineer with a proven track record, enhancing system performance and customer satisfaction. Skilled in hardware upgrades and multilingual communication, I excel in resolving complex technical issues, leading to a significant improvement in service delivery. Expert in networking fundamentals and dedicated to providing exceptional customer support.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
OHI Telecommunication
Muscat
02.2024 - Current
- Executed thorough troubleshooting on networks and systems.
- Delivered both remote and onsite IT assistance.
- Managed reported customer problems from start to finish.
- Identified effective solutions by researching, diagnosing, and resolving customer problems.
- Escalated unresolved issues to internal teams by following standard procedures.
- Proficient in managing IT service desk and NOC functions.
- Resolved issues for end users via email and remote sessions by troubleshooting effectively.
- Enhanced client satisfaction through timely issue resolution within SLA.
- Facilitated systems administration through off-site support.
- Identified necessary steps for restoring services through incident analysis.
- Monitored progress of assigned incidents to ensure timely resolution.
- Utilized BMC Remedy tool for ticket creation, escalation tagging, and resolution.
- Managed various requests and uploaded documents through Quality Management Tools.
- Managed directory operations including domain configuration, profile updates, and folder deletion.
- Followed established escalation policies to escalate the process as necessary.
- Delivered comprehensive support for hardware and software on both PCs and mobile devices.
- Dispatched notifications and coordinated follow-ups for RCA.
- Managed administration of monitoring tools including HP Tools: SiteScope, NNMi, OMI.
- Collaborated with colleagues and IT teams to escalate and resolve challenging issues.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Maintained positive working relationship with fellow staff and management.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Assisted users with password resets and account lockout resolutions.
- Configured, maintained, and monitored computer systems for optimal performance.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Provided remote assistance to end-users when needed.
- Assisted customers with troubleshooting software and hardware issues.
Network System Engineer
Eastern Al Bahjat Remal
Muscat, Muscat
11.2021 - 02.2024
- Managed enterprise network operations involving VLAN and Active Directory.
- Supervised network operations to ensure optimal performance.
- Monitored and addressed issue resolution in alignment with defined SLAs.
- Generated accurate and on-time documentation.
- Delivered accurate and timely responses to customer inquiries.
- Troubleshot complex network issues, reducing downtime and improving user satisfaction.
- Designed, configured and tested computer hardware and operating system software.
- Monitored network performance to determine adjustments needed.
- Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
- Consulted users to determine areas in need of improvement.
- Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
- Configured and maintained LAN and WAN networks, routers, switches, firewalls, and wireless access points.
- Monitored system performance and identified potential issues before they impacted operations.
- Managed wireless networking setups, including access points placement and security configurations, to ensure robust mobile connectivity.
- Worked closely with customers to resolve any inquiries regarding the status of their service requests.
- Installed new hardware components including servers, workstations, storage devices, and networking equipment.
- Replaced faulty or damaged network hardware components to improve performance.
Radio Station Engineer
Team Lease Services Limited
Srinagar, Jammu And Kashmir
01.2018 - 11.2021
- Managed desktop systems along with local area networks.
- Successfully transitioned and enhanced server project infrastructure.
- Optimized IT infrastructure for radio station operations, ensuring reliable transmitter monitoring.
- Identified and fixed technical problems impacting radio broadcast operations.
- Completed regulatory documents concerning safety issues.
- Developed preventative maintenance plans for all broadcast systems to minimize downtime.
- Troubleshot issues across multiple platforms including satellite networks, terrestrial networks and internet streaming services.
- Avoided data loss by creating back-ups of programs.
- Configured computer networks to facilitate efficient communication between studios, remote locations and offices.
- Generated technical reports for customers.
- Inspected antenna sites for proper grounding techniques to ensure safe operation of tower structures.
- Prepared estimates and budgets.
- Managed software applications used in radio broadcasting including automation systems, playout programs and content management software.
- Provided technical support to production staff in the use of broadcast equipment.
- Performed daily maintenance on all radio broadcasting systems including transmitters, receivers, antennas and monitoring systems.
- Maintained, repaired and tested studio equipment such as cameras, audio consoles, microphones and other related hardware.
- Installed new broadcast technologies such as HD Radio and IP-based streaming systems.
- Monitored transmitter performance on a regular basis using specialized test equipment.
- Conducted regular inspections of broadcast facilities to ensure compliance with FCC regulations.
System Engineer
Eastern Bahjat Al Remal
Muscat, Muscat
04.2016 - 12.2017
- Installed and supported various network devices including routers, switches, DNS and DHCP.
- Configured and maintained Cisco switches, including models 2950, 2960, and catalyst series.
- Ensured optimal performance by regularly updating firmware on designated Cisco Router models.
- Handled troubleshooting for software and hardware and promptly resolved issues.
- Resolved escalated incidents reported by users involving application failures or other IT related issues promptly.
- Installed, configured, and maintained Windows Server operating systems.
- Handled troubleshooting tasks for Local Area Networks, Wide Area Networks, and voice systems to reduce network connectivity problems.
- Communicated with clients to understand system requirements.
Technical Service Engineer
CashLink Global Systems
Srinagar, Jammu And Kashmir
05.2012 - 03.2016
- Ensured smooth operation of ATM networks through installation and maintenance activities.
- Created detailed manuals for technical processes.
- Performed preventive maintenance of customer systems as per schedule.
- Routinely inspected equipment for preventive and emergency maintenance needs.
- Analyzed complex problems and identified root causes of system failures.
- Led the installation of new equipment, ensuring compliance with technical specifications and safety standards.
- Prepared detailed reports of system performance after installation or upgrades.
- Inspected materials and equipment regularly to check for potential hazards and machine defects.
- Maintained, managed and updated databases frequently.
- Supervised junior maintenance staff, providing training and guidance on best practices and safety protocols.
- Resolved customer service requests within the given time frame.
- Tested, debugged and repaired defective components or systems onsite or in-house.
- Responded quickly to emergency calls from customers regarding technical issues.
- Assisted customers with troubleshooting issues related to software and hardware in a timely manner.
- Kept records of parts and equipment used in projects to update inventory.
- Installed new components or replaced defective parts to restore functionality.
- Provided technical support for customers on site or remotely via phone or email.
- Installed, configured and commissioned new customer equipment according to specifications.
- Resolved escalated customer complaints regarding product quality or service delivery issues.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
Information Technology Executive
Sangarmal Softech
New Delhi, New Delhi
08.2007 - 04.2012
- Supervised LAN/WAN networks
- Provided Windows OS maintenance and technical training
Education
Bachelor’s Degree - Information Technology
Sikkim Manipal University
Manipal01.2013
Diploma - Computer Science
Kashmir Govt. Polytechnic
Kashmir, India01.2006
Skills
- Quick Learner
- Multilingual Communication
- Hardware upgrades
- Backup and recovery
- Networking fundamentals
- Application installations
- Network engineering
- Customer service
- Customer support
- Hardware troubleshooting
- Hardware configuration
- Technical support
- Software updates
Certification
- Networking Certification from Craw Securities
- RHSA Certification from Craw Securities
- Networking Fundamentals from Udemy
Personal Information
Title: Network and Monitoring System Engineer
Summaryprofile
Experienced and certified Network and System Engineer with over 17 years in IT systems, telecommunications, banking, and media industries. Proficient in network configuration, system troubleshooting, IT infrastructure management, and customer service. Adept at deploying and managing enterprise network systems, maintaining secure IT environments, and delivering reliable technical support. Seeking a challenging role to leverage technical and interpersonal expertise in achieving organizational objectives.
Timeline
Technical Support Engineer
OHI Telecommunication
02.2024 - Current
Network System Engineer
Eastern Al Bahjat Remal
11.2021 - 02.2024
Radio Station Engineer
Team Lease Services Limited
01.2018 - 11.2021
System Engineer
Eastern Bahjat Al Remal
04.2016 - 12.2017
Technical Service Engineer
CashLink Global Systems
05.2012 - 03.2016
Information Technology Executive
Sangarmal Softech
08.2007 - 04.2012
Bachelor’s Degree - Information Technology
Sikkim Manipal University
Diploma - Computer Science
Kashmir Govt. Polytechnic
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