Sheri VM
Riyadh,Saudi Arabia
Summary
IT professional with extensive experience in technical support and IT infrastructure management. Proficient in POS and retail systems, network troubleshooting, and Windows server and desktop support. Skilled in Active Directory, user management, and IT asset management, with a strong focus on helpdesk SLA compliance. Demonstrates expertise in networking protocols and hardware maintenance, committed to delivering exceptional end-user training and support.
Overview
19
19
years of professional experience
1
1
Certification
Work history
System Support Engineer / L1 Support In charge
Lulu Hypermarket LLC
Riyadh, Saudi Arabia
2011.01 - 2026.01
- Provided support for L1/L2 for POS and weigh scale systems, back-office PCs, and retail IT infrastructure.
- Assisted with installation, configuration, and troubleshooting of Windows systems.
- Supported thermal printers, Zebra devices, PDTS, and network devices.
- Facilitated installation and implementation of electronic shelf labels (ESL).
- Managed Active Directory user accounts, permissions, and access control.
- Coordinated with vendors for hardware replacement and maintenance.
- Monitored system performance and ensured uptime across multiple sites.
- Resolved helpdesk tickets within SLA and documented technical issues.
- Supported firewall connectivity and remote access systems.
- Executed system upgrades, patching, and preventive maintenance.
- Trained team members on new system features to boost productivity.
IT support technician
IMG Group
Dubai, UAE
2009.01 - 2010.11
- Installed and configured desktops, laptops, and peripherals for users.
- Troubleshot network connectivity and system issues effectively.
- Maintained IT inventory and asset tracking accurately.
- Provided remote and on-site support for users as required.
- Assisted in server maintenance and backup processes as needed.
- Resolved critical issues on time by providing 24 and 7 IT support.
- Diagnosed network issues for seamless connectivity.
IT Incharge
Solaris Technologies
Thodupuzha
2006.08 - 2007.11
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
CCNA - Network
I-NET Infotech
Ernakulam / IndiaDiploma - Advanced Diploma in Computer hardware Maintenance & Technology
Bharath Sevak Samaj College
Thodupuzha IndiaBachelor’s Degree - Commerce
MG University /Co Operative College
Kerala, IndiaSkills
- Technical support (L1/L2) and IT infrastructure management
- POS and retail systems support
- Network troubleshooting (LAN/WAN)
- Windows server and desktop support
- Active directory and user management
- Remote support tools
- IT asset and inventory management
- Ticketing systems (helpdesk SLA handling)
- Operating systems: Windows 10/11, Windows Server
- Remote desktop tools: AnyDesk, TeamViewer
- Hardware: POS systems, barcode scanners, thermal printers, normal printers, weighing scales, ESL, PDT, self-checkout
- Software: MS Office, helpdesk tools, SAP
- End-user training
Certification
- CCNA -Course completed
- Diploma In computer Hardware & Networking
Accomplishments
- Reduced system downtime by improving troubleshooting processes
- Successfully managed multi-site IT operations
- Successfully managed new store opening work, such as POS & self-checkout installation, Desktop, PDT, Scale, ESL, Printer, IDT room management
- Improved ticket resolution time and user satisfaction
Languages
English
Advanced
Hindi
Fluent
Malayalam
Native
Timeline
System Support Engineer / L1 Support In charge
Lulu Hypermarket LLC
2011.01 - 2026.01
IT support technician
IMG Group
2009.01 - 2010.11
IT Incharge
Solaris Technologies
2006.08 - 2007.11
CCNA - Network
I-NET Infotech
Diploma - Advanced Diploma in Computer hardware Maintenance & Technology
Bharath Sevak Samaj College
Bachelor’s Degree - Commerce
MG University /Co Operative College