Resume ID:





Administration & Support Services, Advertising, Marketing, Communications, Agriculture, Forestry, Fishing, Construction, Trades, Minning, Customer Service, Call Centre, Education, Training, Human Resources, Energy, Oil & Gas, Engineering & Sciences, Environmental Technology & Services, Government, Aboriginal & Military, High Tech, Computer, Internet, Software, Legal & Financial, Management & Consulting Services, Manufacturing & Distribution, Medical, Dental & Healthcare Services, Nonprofit, Community & Social Service, Other, Personal Care & Services, Retail / Wholesale, Sales, Sales - Agents & Commission only, Security, Emergency, Law Enforcement, Tourism, Hospitality, Food Service, Transportation, Trucking, Warehousing

Desired Salary:

per month

Resume Views:


Postal Code:


Employment Type:

Full Time, Permanent, Contractor




Experienced and accomplished IT professional with 9 years of client-facing experience looking to leverage extensive background in technical support, servers and virtual machines, diagnostics and troubleshooting, problem identification and implementation.


01.01.2013 - 12.30.2016
Mahatma Gandhi University
Information Technology
Bachelor’s Degree

Work Experience:

06.16.2006 - 07.31.2011
IT Support Engineer
GTFS Client Soft L.L.C. | Information Technology
IT Support Specialist, GTFS CLIENTSOFT L.L.C. – I.T. DIVISION OF BIN ZAYED GROUP ¾ UAE Jun 2006 - Jul 2011
Clients: Merrill Lynch, Emirates Bank, Roads and Transport
Technical Support Specialist
Eliminated system failure risk by proactively monitoring and maintaining server room, LAN/WAN status, backups, business applications and IP telephony system. Managed Level 2 contact and problem resolution for issues related to Windows OS, hardware, standard and business applications viz. MS Office, Reuters, Bloomberg, DataStream, Docsafe, Questor, Finone using available tools and following policies for the handling of support cases. Delivered remote support to offices across regions, including Qatar, Saudi Arabia, and Bahrain.
  • Identified and reported logging of incidents while ensuring the swift resolution of process in the remedy incident management system in adherence with corporate guideline and procedures.
  • Supervised various operations in the absence of team lead and oversaw the inflow of tickets in the queue, prioritizing P1 tickets for quick action, and discussed issues with team members.
  • Administered and pioneered various tasks regarding Tandberg and Polycom audio/Video Conferencing systems.
  • Enhanced senior management decision-making capabilities by organizing and generating monthly IT reports.
  • Installed, configured, deployed, and managed corporate workstations and laptops as per standard build, IT documentation, and approved procedures.
  • Maintained in-depth knowledge of supported products and services and composed troubleshooting documents.
Senior Support Engineer
Successfully delivered level 2 analytical support to over 200 users (local and remote), including business-critical sites like Dubai police licensing, marine, roads, and intelligent traffic department. Achieved bottom-line results by mitigating the SPOC for Blackberry related issues for all critical users in RTA, during the Blackberry project implementation phase. Recommended solutions to customers in boosting the efficiency of end-users’ work resulting in decreasing the number of incidents and accomplishing customer satisfaction.
  • Praised by executives for excellent performance and was awarded certification for the best engineer.
  • Worked on Dubai police network migration project to direct operations from inception to completion, as well as headed a team of desktop engineers.
  • Made sure desktops were imaged by using proper business image, assured relevant network ports were patched and added to right VLAN; and tested accessibility and proper working of intranet applications.
  • Acted as a mediator between Dubai police application and RTA application team to resolve application related issues. Also, functioned on projects to migrate Dubai municipality users to RTA domain.
  • Steered project operation from inception to completion, involving old Souk bus station n/w migration, thus slashing n/w related incidents emanating from the site through great margin.

04.01.2013 -
IT Projects and Client Support Engineer
Gulf Business Machines | Information Technology
Professional Experience
GULF BUSINESS MACHINE (GBM) ¾ UAE                                                                              Apr 2013 - Dec 2015
IT Projects & Client Support Engineer
Render outstanding engineering services as a consummate professional, administering operational capability of windows server, client operating systems, Lotus Domino server, and Lotus Traveler for smart devices. Maintain accurate documentation of all corporate hardware and software assets and IT inventory and licensing information to facilitate organization’s functions while resolving impeding issues.
  • Exhibited keen eye for detail during installation, configuration and providing implacable support experience on Symantec Endpoint Enterprise suite, Sophos Security suite, Hypervisor, VMware, and Symantec DLP.
  • Acted as a subject matter expert during execution and configuration of Websense and MailMarshal ESG products, report central, and personal email manager solution.
  • Competently delivered active functional support and assistance in methodically installing and configuring IBM Servers, SAN storage, and virtualization.
Key Clients: GE Aviation Middle East Technology Centre                                                                     
Site Support Engineer (Jan 2016 – Present)
Establish and sustain a robust relationship with clients as well as provide technical guidance and solutions to both technical and non-technical end users. Use and support a wide range of technologies, including Cisco TP, Evoko Liso Meeting Manager, Galileo Video Controller System, MediaVue Systems and video walls. Facilitate clients on employee on-boarding to make sure proper process is followed in requesting domain and email account for new hire and maintaining the expectation level of same-day computer delivery, on the day of joining. During off-boarding, reclaiming all the assets issued by the company.
  • Fostered congenial relationship and effective communication with 3rd party contractors and vendors towards implementation/resolution of new service requirement and incident logged within an agreed timeframe.
  • Directed and controlled all aspects related to procurement and lifecycle management of IT equipment.
  • Utilised IT acumen for the configuration and customization of iPhone, iPads, MacBook, Dell computers and engineering workstations.
  • Advised and offered superior level of expertise to all GE Aviation employees from end-users to directors and executives, in the Middle East region.
Key Projects:
  1. Galileo Video Controller Installation: Engaged and conferred with the vendor during proposing design and ensured the successful implementation of video controller system for collaboration area Video Wall.
  2. MediaVue Installation: Cross-collaborated with AppSpace personnel during the implementation phase of MediaVue Content Delivery Platform with AppSpace content management solution on top of it.
  3. Evoko Liso: Interacted with key persons and vendor for information gathering and carried out the project of implementation, configuration, testing, and commissioning of Evoko Liso Meeting Manager.

Total Years Experience:



  • IT Service Management
  • System Administration
  • Project Management
  • Installing & Troubleshooting
  • Root-Cause Analysis
  • Asset Management
  • Maintenance Engineering
  • Vendor Management
  • Cross-Team Collaboration


Customer Support: Call Center, Customer Training, Technical Customer Service
IT-Software Development: Desktop Service and Support, IT Project Management, Network and Server Administration, Systems Analysis - IT
User Info

Murtaza Ghadiyali
Dubai, United Arab Emirates