1. RESUME
RUPERT MENEZES
Email: rupertmenezes@gmail.com
Mobile: 050 6761556
PROFILE
Currently working at Gulf Computers LLC, Dubai, since eighteen years, outsourced to major
companies such as Al-Futtaim, British Petroleum, EMAAR etc as a Field Support Engineer /
Helpdesk Analyst / IT Administrator, providing first and second level user support.
AREAS OF EXPERTISE
Rich experience in Systems and Service Desk support. Understands and complies with best
practices in system administration and trouble-shooting. Strives hard to plan and meet system
uptime commitments.
CERTIFICATIONS
MCSE – Microsoft Certified Systems Engineer
CLP – Certified Lotus Professional: System Administration.
CNE – Certified NetWare Engineer.
FCP - File Net Certified Systems Administrator.
PROFESSIONAL EXPERIENCE
Service Desk Analyst
Al - Futtaim, Dubai, Sept 2013 – July 2014
• Provide 24x7 first level service desk support for all calls via phone, e-mail and service
requests.
2. • Using remote connectivity tools for supporting end users for all PC issues. Assisting users in
configuring and troubleshooting smartphones such Blackberry’s, iPhones, Android devices
etc
• Creating, monitoring, and closing incidents and service requests in the Service Desk system
within the stipulated SLA.
• Escalating incidents to support teams for calls that are beyond the scope of Service desk.
Al-Futtaim Motors, Dubai – UAE, Oct 1997 – Oct 2000.
Placed as a System Consultant for Al-Futtaim Motors
Responsibilities in the following capacities:
IT Administrator:
• Provided Field Support including PC and Network related issues to all users at Al-Futtaim Motors
HO and across their various service centres and showrooms.
• Installing, configuring, customizing & first level troubleshooting of all client business applications.
• Implemented the PC replacement project consisting of 450 workstations from AS400 VDU’s to
Windows95/NT Workstation PC’s. This included planning the shipping schedule of new and old
inventory, making schedules for workstation replacement, tracking inventory, resolving problems
during deployment, and maintaining communications with customers/vendors/shipping.
• In liaison with the main SAP team, we are in the process of implementing SAP in the enterprise. I
am basically involved in configuring the Client’s for SAP logon.
• Maintaining appropriate Hardware & Software License inventory.
• As a member of the Systems implementation team, assisted in setting up Windows NT 4.0 and
Exchange 5.5 servers in 6 Branch Offices.
3. • As a part of the Server support team, assisted in setup of Exchange Server 5.5, Right Fax
Server, Cheyenne Arcserve Backup and McAfee Antivirus.
Field Support Engineer
EMAAR , Dubai, Apr 2009 – July 2013
• Mainly responsible for providing high priority support for VIP users for all IT issues.
• As a field support engineer for Burjkhalifa and Dubai Mall, providing user support for all IT
issues.
• To provide IT Service Desk support to users taking ownership of all helpdesk calls.
• Escalating calls via Service Desk requests for Backoffice or Server jobs such as user id
creations, mailbox issues, migrations etc and follow up.
• Escalating unresolved business application related calls to the Business application owners
and follow up for prompt resolution.
• Setup and support of Blackberry devices, iPAD and PDA’s for corporate e-mail access.
• Supporting user PC and Network related problems and co-ordinating with vendors for
hardware issues.
• Regular updating of operating system service pack releases, application patches and
Antivirus updates.
• Maintain call logs.
IT Administrator / Field Support
British Petroleum, Dubai, July 2003 – July 2008
Responsibilities in the following capacities:
IT Administrator
4. • Supporting user PC and Network related problems and co-ordinating with vendors for
hardware issues.
• Carrying out daily / weekly / monthly backup procedures on site servers.
• Regular updating of operating system service pack releases, application patches and
Antivirus updates. Worked on Windows Server 2003/2008 setup and administration, VMWare
Workstation.
• Worked on Panasonic PABX systems.
• Maintaining proper documentation of Software and Hardware inventory.
• Creation of Purchase Orders, receipting for payments, follow up with vendors and
maintaining procurement inventory for accounting purposes.
• Deploying laptops and desktops with the company standard COE build.
Helpdesk / Field Support
• To provide IT Service Desk support to users taking ownership of all helpdesk calls.
• To ensure minimal downtime for users IT services via prompt incident resolution and
escalation.
• Provide first level service desk support for all calls via phone or e-mail and provide onsite
support if not resolved.
• Calls include all COE related issues such as MS Office, e-mail, printer setup and support,
business applications support etc.
• Installation and setup of all business applications.
• Escalating calls via Service Desk requests for Backoffice or Server jobs such as user id
creations, mailbox issues, migrations etc and follow up.
• Escalating unresolved business application related calls to the Business application owners
and follow up for prompt resolution.
• Setup and support of Blackberry devices and PDA’s for corporate e-mail access.
• Training users for efficient usage of BP Passport application environment.
5. • Briefing new users on BP IT security policies.
• Maintain call logs.
• Monthly reports to Service Desk Manager.
• Updating online call support database for all support issues.
HSBC, Dubai - UAE, November 2000 – January 2001.
Jobs include:
• Administration of HP UNIX servers running the Treasury FOS application (TREATS).
• Co-ordinating with Reuters and Telerate/Bridge for support of their terminals and running
applications.
• Supporting the dealing system PC’s in the treasury dealing room running applications such
as Market Sheet, Deal ticket and Exceed for connectivity to HP FOS server.
• Handling LAN connectivity, network printing configuration and troubleshooting.
•
Systems Support Engineer
Gulf Computers, Dubai - UAE, Feb 2001 – June 2003
• Filenet Imaging System Support:
As a certified FileNet Systems Engineer, provided implementation and support for File Net
Imaging, Document Management and COLD range of products.
• Block time service support:
Provided hourly basis call support to the following clients:
6. British Steel:
Supporting & administering Lotes Notes R4 Server & network/mobile notes client nodes since
the past one year. Included configuring replication and mail scheduling and server connection
documents to the central notes server in UK.
Client softwares included Lotus Smartsuite and Approach client for access to Approach
database.
Beckman & Coulter:
Supporting and administering Lotus Notes R5 Client network.
Corporate Publishing International:
Supporting and administering Windows 2000 Server with Filemaker Pro Database & clients.
Clients accessing Lotus Notes mail server at US using outlook express client.
EXPERIENCE IN INDA
Network Engineer
Compliance Products & Services, INDIA, June 95 – June 97.
Worked as a Network/Hardware Support Engineer having the following job responsibilities:
Networking & PC Hardware
• Troubleshooting network problems using network management software.
7. • Installing, configuring and troubleshooting Novell 3.12/4.1 and Windows NT 3.51/4.0 Servers.
Also worked on BANYAN VINES & SCO UNIX Servers.
• Providing Enterprise Wide Interconnectivity solutions between Windows NT, SCO UNIX & Novell
Servers.
• Incharge of co-ordination of 5 engineers for support of client PC’s, notebooks, printer’s problems
& client PC applications.
• Providing remote connectivity solutions using Windows NT RAS Server.
• Installing & administering MS SQL Server 6.0.
EDUCATION
• Bachelor Of Science – Electronics
Fergusson College, Pune University, INDIA.
• Bachelor of Engineering – Electronics
Dnyaneshwar Vidyapeeth, Pune, INDIA.
• Associate Member of The Institute of Electronics & Telecommunication Engineers
(AMIETE).
New Delhi, INDIA.
