Summary
Overview
Work history
Education
Skills
Languages
Custom
Timeline
Generic
Indrajith Sasankan

Indrajith Sasankan

Dubai,UAE

Summary

Technically proficient IT engineer with an passionate and qualified professional with over 19 years of experience as a Team leader, IT supervisor and service manager. Beyond my professional experience, I am a motivated individual willing to work hard to accomplish objectives in a new area that I haven't had the chance to work in







Overview

18
18
years of professional experience
2007
2007
years of post-secondary education

Work history

System Support Lead

Alshaya Group
Dubai, UAE
01.2020 - Current
  • I oversaw the setup, management, and troubleshooting of systems across multiple international locations, including the UAE, Qatar, and Oman, covering a network of over 200 F&F Alshaya outlets.
  • Directs the setup of IT infrastructure from scratch for major fashion brands like H&M, Debenhams, Alo Yoga, Victoria Secret, American Eagle, Next , Boots, Bath & Body Works, Footlocker, & many others.
  • Lead the transformation of POS, server, & mobile POS projects in the Dubai mall on-site.
  • Plan, organize, schedule, and supervise the day-to-day technical support operations, which encompass all troubleshooting, customer service issues, approvals, and installations.
  • Lead, manage, develop, train, and review the performance of IT Team.
  • Ensure all employee issues and concerns are addressed in a timely manner, encourage involvement from staff, and foster a positive team environment.
  • Measure, monitor and maintain customer service and satisfaction.
  • Manage and Schedule training and development for all the technical support team, i.e. new equipment, skills enhancement, etc.
  • Manage, monitor and maintain the knowledge database and CRM functionality to include tracking tickets issued, outstanding, completion time etc.
  • Manage the travel schedule of technical support specialists.
  • Manage, follow-up on, and maintain all service contracts, agreements, and warranties.
  • Develop and maintain department policies, procedures, and processes, as required.
  • Work with other departments, i.e., R&D & QC, on identifying and ensuring product design or any other issues are tackled and corrective action is taken; ensuring the customer is satisfied with the outcome.
  • Manage service part inventory.
  • Enforcing organizational information security standards, procedures, and guidelines.
  • Managing information security devices or software (which includes; operating, monitoring, implementing upgrades and patches, configuring, and replacing these devices and software).
  • Providing technical guidance and training to IT employees and regular users regarding information security issues.

Sr Tech Support Engineer

Alshaya Group
Dubai, UAE
04.2011 - 01.2020
  • Provide first line of support to the retail F&F stores for all IT related issues in Dubai Mall and other major malls.
  • Administration and troubleshooting the store networks.
  • Routine monitoring, maintenance, and backups for the store server databases.
  • Installing and administering the CentOS Server, IBM POS, desktops, laptops, printers, Dell SonicWALL, Motorola Wireless AP, and switches in the stores.
  • Played a key role in the successful rollout of SonicWALL firewalls, enhancing network security across all UK, UAE, Oman, and Qatar F&F stores.
  • Handling the IBMPOS installation and configuration.
  • Monitoring network infrastructure is up and running.
  • Applying operating system updates, patches, and configuration changes.
  • Creating, scheduling, and restoring backups of MySQL databases in CentOS Linux.
  • Configuration and testing of any new hardware and software.
  • End user training for all applications, Motorola team badges, Zebra scanners, etc.
  • Configuring and administering store mailboxes in Microsoft Office Outlook.
  • Troubleshooting all reported problems and answering all technical queries.
  • Will require regular store visits to perform regular maintenance checks.
  • Diagnosing and resolving a wide range of technical issues.
  • Escalating issues where necessary to superiors.
  • Preparing documentation for the network, server, and desktop.
  • Ensuring that all issues are captured and entered in the logging software.


Senior system administrator

Akbar Travels of India Pvt Ltd
Mumbai, India
12.2006 - 02.2011
  • Worked as a resident engineer, giving technical support to the company users, playing a responsible role in troubleshooting problems logged by the company users in day-to-day company operations, and providing complete technical solutions.
  • Manage all phases of system administration, including planning, designing, and establishing network infrastructure. Establishing Smooth Network Environment
  • Coordinating Engineers in Mumbai locations and arranging them in a framework
  • Installation, configuration, and troubleshooting of various applications and software.
  • Ensuring maintenance of service level agreements (SLA) with the business.
  • Technical support for the users with respect to the system level and LAN related calls.
  • Installation and Troubleshooting of Windows 2003 Server, Windows 7, & Windows 8.
  • Administering the user accounts, file shares, disk quotas, & print servers.
  • Installation and configuration of windows server 2003 with Active Directory, DHCP and DNS.
  • Managing user accounts and profiles using group policies and system policies.
  • Support existing infrastructure and assist in the design and deployment of network solutions.
  • Managing User Accounts and Profiles using Group Policy and System Policy
  • Assembling, Installation, Configuration and Maintenance of Servers, Workstations, and PCs, which includes Windows 2003, Novel Netware 6. & windows 7 operating systems
  • Installation and configuration of network printers.
  • Installing, Configuration and Troubleshooting of Airline Reservation Software, which includes vendors like Amadeus, Abacus & Galileo
  • Installation of IP cameras, DVR systems, access control, time, and attendance devices with the configuration of software.
  • Hardware and software troubleshooting.
  • Installation, Configuration, and Maintenance of Hardware Firewalls, Such as Linksys, Zywall 35 .
  • Maintenance of MPLS, Leased Lines, & Broadband Internet Connection Sharing.
  • Installation, Configuration, and Maintenance of Enterprise and Corporate Anti-Virus Solutions.
  • Installation and Configuration of Ubuntu Linux
  • Providing online support and tutorials to end users.

Education

Bachelor of Commerce -

university of calicut
India

Skills

Router Handled Experience

Cisco 1800 & 2800 Series, Zywall35, Linksys RV042, RV082 Firewall Router, Hp Switches, etc

Operating Systems

windows 10, Windows 11, and Linux

Languages

English
Native
Hindi
Native

Custom

References available upon request.

Timeline

System Support Lead

Alshaya Group
01.2020 - Current

Sr Tech Support Engineer

Alshaya Group
04.2011 - 01.2020

Senior system administrator

Akbar Travels of India Pvt Ltd
12.2006 - 02.2011

Bachelor of Commerce -

university of calicut

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Indrajith Sasankan