Hidayath Hameed
Senior Engineer - IT Support, AV And UC
Abu Dhabi
Summary
To be associated with a reputed organization and its IT division, Audio/video and voice networking space that provides an intellectually stimulating and nourishing environment, and can fully tap technical, organizational and managerial skills and abilities, gained through my experience over 15+ years working in various industries - including 10 years in Middle East (Abu Dhabi). To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Senior Engineer
Abu Dhabi Stock Exchange
Abu Dhabi
05.2023 - Current
- Managed IT support operations including Ivanti Service Desk and Asset Management, SMS servers, Infobip, and queue management solutions.
- Provided comprehensive support for file servers and handled antivirus support with Microsoft and Trend Micro.
- Successfully managed DLP (Data Loss Prevention) using Forcepoint and ensured proper M365 licensing for end users.
- Provided technical support and asset purchasing for MacBook and Windows OS systems.
- Efficiently handled vendor management and print server operations.
- Proficient in using Manage Engine and patch management software.
- Managed laptop provisioning using Microsoft Endpoint Manager (Intune) for unified endpoint management.
- Facilitated application provisioning using Intune.
- Oversaw maintenance of Auditorium, Trading hall, digital signage, and meeting room devices.
- Proficient in managing MRM, MyQ, and VDI servers.
- Supported senior management in device selection and decision making.
- Provided technical support for CCTV, UPS, and IDF room equipment.
- Responsible for Auditorium, Trading hall, digital signage and meetings room devices.
- Senior management support and decision making for devices for them.
Senior Client Support Engineer
ADNOC Offshore
Abu Dhabi
06.2015 - 05.2023
- Provided comprehensive technical support for PC, laptop, NEC/Cisco phones, printers, and plotters for all users
- Utilized Service Now and BMC Remedy service desk tools to ensure efficient incident resolution
- Stayed up-to-date with latest technology solutions to enhance virtual and digital collaboration
- Led migration of teams from Office 2016/19 to O365, ensuring smooth transition for all users
- Demonstrated expertise in managing Cloud license requirements for MS365
- Successfully handled multiple projects and coordinated with vendors for IT devices, audio/video, UC, and digital experience
- Played key role in ADNOC Oneimage Project, overseeing deployment of unified operating system across ADNOC group
- Actively participated in Change management calls, representing helpdesk and client support team
- Manage engine support to update and maintain accurate IT inventory
- Collaborated with application development team for application testing and deployment
- Designed and implemented remote worker laptop solution using Global Protect VPN and Azure authentication for seamless single sign-on experience
- Worked closely with ADNOC Business center to support LIVE events and ensure smooth operations
- Provided ongoing support for MS Teams, Zoom, Cisco WebEx endpoints, particularly during remote working period caused by pandemic, utilizing Citrix and VDA implementation
- Proficient in working with MECM and SCCM for efficient device management and updates
- Stayed up-to-date with Nvidia, AMX, and Intel Graphic card updates to meet specific requirements of petroleum applications
- Responsible for user account management and adding users to security groups to ensure proper access controls
- Provided high-end workstation support, including image deployment and troubleshooting
- Configured and managed user access in Citrix for remote working purposes
- Provided mobile device support for MFA in iPhone and Android devices
- Assisted with cable patching and network switch cable connections
- Managed phone number allocation and configured secretary lines
- Installed and provided support for projectors and managed digital signage and conference room displays
- Troubleshot cabling issues from IDF room to end user desk
- Collaborated with IT planning and governance team for IT inventory management and device selection process
- Ensured endpoint security and patch management were effectively implemented and maintained.
Senior Engineer- VC
Emerging Markets Communications
Abu Dhabi
07.2012 - 03.2015
- Provided PC and laptop support for EMC Abu Dhabi office
- Managed Audio/Video and end devices
- Planned and upgraded PCs, laptops, videoconference and IP phones
- Ensured technical quality within timely schedule, performance, and cost constraints
- Managed cable management for user desks
- Supported CCTV calls
- Coordinated with GOC (Global Operation Center) to resolve issues
- Managed active directory for updating user details
- Proficient in Cisco Telepresence and Cisco MCU
- Configured printers for section heads and managers
- Managed floor printers, plotters, and projectors
- Troubleshot and managed IP phones
- Participated in troubleshooting activities for daily operations and supported new and existing activities
- Provided support for Microsoft Lync and Cisco phones
- Utilized Orion-Solarwinds for network monitoring
- Worked on contract renewal with multiple vendors
- Purchased HDMI, DP, VGA cables, and other peripherals
- Provided installation support for Polycom in Raisting, Germany: Installed and configured CMA 5000, RMX 4000, and VBP in Data center and integrated it with existing Cisco infrastructure
Senior Voice and Video Engineer
Ernst And Young
Trivandrum
11.2010 - 07.2012
- Provided Level 2 incident support, including device configuration, management, and infrastructure monitoring and configuration
- Installed, configured, and tested client PCs, voice and video endpoints
- Configured endpoints in CUCM, assigned numbers, and provisioned phonebook
- Installed MS Office and software as per request
- Troubleshooted calls from laptop to external parties
- Processed problem tracking tickets using BMC Remedy as standard ticketing tool
- Provided local WiFi support and performed cable laying from IDF room to user desks
- Received and resolved Tier 2 technical support escalations related to end user support, voice and videoconferencing, and managed further escalations
- Managed bridge and gateway, endpoint, and monitoring, as well as usage and compliance reporting
- Provisioned Global Tandberg MOVI deployments
- Led transition of Movi webcam deployment project from Secaucus
- Collaborated with Cisco TMS and Active Directory (AD)
- Worked with Cisco on TAC cases
Engineer - Helpdesk Management
Goldman Sachs
Bangalore
11.2009 - 10.2010
- Part of their Global Video Network Operations Centre (GVNOC).
- Management and handling of Helpdesk calls, Cisco and Polycom video conference bookings.
- Scheduling video conference calls on global level on MCUs and Telepresence systems.
- Using Polycom’s MGC Manager for execution of all video conferences, monitoring and troubleshooting issues both in real- time and post-execution.
- Up gradation and quarterly audits of all codec’s globally to meet strict compliance and operational standards.
- Deployment of Cisco IP Phones.
- Co-ordination with multiple vendors (Polycom, Cisco, Avaya, Compunetix) to trouble-shoot issues and to obtain RCAs for all issues that arise on daily production environment infra.
- Liaising and coordinating with service providers (AT&T, BT and Verizon) to trouble-shoot and find RCAs for all issues at the service provider level.
- Conducting daily checkouts on Avaya audio-conference infrastructure located in Hong Kong, London and New York. Also, includes collation of daily usage statistics for all 3 regions using Avaya reporting utility.
- Co-ordination with external bridging vendors to facilitate conferences with clients.
- Interacting with network team to identify, isolate and trouble- shoot issues related to IP/ISDN networks that are part of video infrastructure.
- Using Polycom’s Global Management System (GMS) to monitor and manage all video conference codecs used at Goldman Sachs.
- L2 support for all issues related to Avaya and Compunetix audio conference systems. This includes monitoring alerts and Scheduled/Ad-hoc upgrade support.
- Preparation of video conference reports on daily and weekly basis.
Junior Engineer
Asianet Satellite Communications Limited
Trivandrum
04.2007 - 10.2009
- Working with ACS ( Asianet Cable Service) / ADTV ( Asianet Digital Television – Set Top Box) /ADL ( Asianet Data Line)
- Planning and scheduling site activities to ensure completion of project within time and budgetary parameters and for optimizing resource utilization.
- Providing Level-1 support and technical advices to IDEA Cellular's Broadband Gateway Operation Team.
- Managing Optical Fiber Fusion splicing using Ericsson FSU 925 RTC, Sumitumo and conduct Fiber loss measurement using OTDR (Exfo FTB 300).
- Checking status of modem using Secure CRT and Stormwatch.
- Received training in ‘Basic Digital Services’.
- Obtained training in connectors from PPC Innovation.
- Working with ADOMS ( Asianet Data Operations Management Systems).
- Operations in PSMS (Power Supply Monitoring System).
- Developed, prepared and reviewed reports and studies to identify and recommend engineering solutions
Education
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
MES College Of Engineering
Calicut University 10.2001 - 10.2005
Skills
Staff Management
Project Management
Technical expertise
Leadership skills
Technical Support
Debugging skills
Hardware and software installation
Customer service expert
Desktop support
Application support
Supporting Unified Messaging (UM)
Microsoft Office Suite
Timeline
Senior Engineer
Abu Dhabi Stock Exchange
05.2023 - Current
Senior Client Support Engineer
ADNOC Offshore
06.2015 - 05.2023
Senior Engineer- VC
Emerging Markets Communications
07.2012 - 03.2015
Senior Voice and Video Engineer
Ernst And Young
11.2010 - 07.2012
Engineer - Helpdesk Management
Goldman Sachs
11.2009 - 10.2010
Junior Engineer
Asianet Satellite Communications Limited
04.2007 - 10.2009
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
MES College Of Engineering
10.2001 - 10.2005