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
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
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