TECHNICAL SUPPORT ENGINEER – Retail IoT & Digital Solutions at Phygrid Trading LLC (2025-06 – 2026-06)
Provided remote and on-site Service Desk support for Phygrid's suite of retail digitalization solutions including Digital Signage, Queue Management, Self-service Checkouts, People Counter, Smart Mirror Photobooth and Smart Kiosks. Diagnosed and resolved hardware and software issues across Phygrid-deployed devices, ensuring minimal downtime for retail clients.
- Managed and tracked customer support tickets end-to-end using Jira, ensuring timely resolution and SLA compliance
- Logged and monitored internal product bugs and feature requests through Linear, collaborating with the product team for swift issue escalation and resolution. Confluence for Documenting the process.
- Assisted in the installation and configuration of Phygrid edge-native devices and applications across retail environments with Phygrid console marketplace
- Documented support procedures, troubleshooting guides, and resolution notes to build a knowledge base for recurring issues
- Supported clients in configuring and managing Phygrid apps such as People Counter for footfall analytics and Queue Management for optimized customer flow
- Assisted in testing and validating new Phygrid app releases before client-facing deployment
- Supporting Media players, RFID, KIOSK Machines, Ticketing systems, Digital Displays, Thermal Printers, Tizen TV, and its related applications
- Installation, configuration and managing Fortinet firewall and monitoring network security and performance
- Assist in the administration and support of an enterprise-level Microsoft Teams, Google WS, mobile access, SharePoint (sub sites, lists, libraries, and content) For onboarding employees and users
- Diligent troubleshooter, providing onsite and remote IT technical support for all clients as per ITSM and traveling to other sites if required, resolving L1& L2 support level calls from end users in Windows, Linux and MAC OSX environments
- Demonstrated expertise in MS Windows Operating Systems, macOS, MS Office Suite, Linux, and SSH/SFTP applications. Proficient in managing LAN hardware and software, PC hardware
- OCS Server Deployment on Ubuntu Server with Client Configuration
- Managed Avaya IP Manager for user and extension configurations
- Monitoring and Managing ARM and X64 Based device from console
- Flashing devices with latest PhyOS and adding the device app console
- Worked within a DevOps environment, supporting rapid infrastructure deployments in collaboration with software development teams
- Supported IT operations including proactive monitoring, incident response, and service restoration activities
- Administered cloud-based systems including installation, configuration, patch management, and security administration
- Monitored applications and infrastructure to ensure high availability, performance, and operational stability
- Managed incidents and problem resolution activities within defined SLA timelines
- Performed software deployments, system upgrades, and infrastructure enhancements
- Supported technologies including Docker, Claude Code, Cursor, AI Tool
- Supported enterprise application environments involving Java-based applications, VB applications, and GitHub repositories
- Installed, configured, administered, and maintained Windows and Linux servers
- Assisted in network administration, troubleshooting, and operational support activities
IT Service Delivery Specialist at Al Futtaim Group (Future Infotech) (2014-07 – 2025-05)
Providing Remote, Phone, Email, Chat support for the application of Al Futtaim Automotives, Retail Business, Medical, School, Hotel, Hospitals and Clinics, Construction and Engineering groups and resolving complex issues raised by the clients.
- Point of Sales systems (Micros, HP, NCR) with Retail Package application, Bartender, Optical Barcode Scanners, CCTV, Biometric Devices, IPAD, iPhone, iPOS, Embedded Devices, Panasonic Toughbook and Tough pad Devices, Motorola Android and IOS devices installation, Maintenance and troubleshooting, Vendor coordination for hardware related issues and making follow ups with escalated issues
- Integrated applications with MS Intune for managing MDM devices, including JAMF Pro for Mac, by assigning roles, configuring policies, and ensuring device compliance for seamless deployment and security. Managed file servers by mapping drives and creating users in Azure AD. Led the O365 client migration project, aligning customer requirements with business objectives
- Supported Hospital applications HIS/EMR/EHR, and CRM. ERP Apps
- Tracking infrastructure assets as well as ensuring the security of infrastructure assets and applications with Lansweeper
- Monitor and maintain configuration, customization or update of SAP application and related components and other Business Applications
- Hardware support, including desktops, thin clients, laptops, iPads, iPhones, Android devices, printers, multi-function copiers, multimedia equipment, and wireless devices
- Avaya and Alcatel IP telephone configuration through patching the PoE switch, along with Poly Studio setup for video and audio conferencing
- Cisco router and switch installation and configuration, as well as Cisco ASA router for VPN and firewall configuration
- Kitchen, Food and beverages IT Support with Syrv Application Mgmt
- Automotive Call center Support with Genesys cloud management and applications, creating users, groups, change ownership, licensing etc
- Fasttrack, HDS, Techstrem, Incadia Application support on Automotive
- Application support on Autodesk, Revit, Rhinoceros, PMS Management and applications with licensing also plotter maintenance on AL Futtaim Real Estate and Construction and Yardi Property Mgmt. App Support
- AL Futtaim Health Care Support for Hospitals, Clinics, and Medical Shops applications like HIS, MS Dynamics 365 and Oracle Apps
- Data Backup and Restore with Veeam Backup Solution Including File Server Management
- Jeppesen Flight Planning, Rocket Route, Ramco Aviation Software, TRAX Maintenance Mgmt. Application Support on AL Futtaim DC Aviation
- Experienced in utilizing Hostinger, GoDaddy for website hosting, domain management, and server administration, ensuring reliable performance and security for client and business websites
- Proficient in managing and implementing comprehensive security solutions, including antivirus, malware detection, IDS/IPS systems, web access control, spam protection, firewalls, and device control management. Experienced with Seqrite Centralized Security Management and Endpoint Protection Cloud Premium for enhanced security infrastructure
- Experienced in network and wireless Printer configuration, including installation and setup of USB printers across various models. Proficient in adding SMTP for email functionality and creating SMB protocols to enable seamless printer and scanner sharing across user networks
- ERPNext with HRMS Implementation and configuration with user management, Support and maintenance
- Creating Laptop, Desktop OS Images with Clonezilla Server and publishing through client tools
IT Support Engineer at ADCB Bank (2010-08 – 2014-06)
- Windows XP, Windows 7, 8 and Windows Server Installation with Modified Applications
- Installation and Configuration of Various Bank Applications like Omni capture, Right Fax, Crystal Report, Islamic Banking Applications, Reuter's ikon, Bloomberg Terminal, Meta Trader, Refinitiv Ikon, Risk Metrics
- Flex cube, Bank Master, Jarfalla (cheque Printing), ICCS (cheque Scanning) Installation and Configuration
