Job Title: Technical Support Engineer
Dates: March 2009 to date
Location: Dhahran and Riyadh, Kingdom of Saudi Arabia

Job Outline

My work at ISE started in Dhahran providing IT support on a client site. The site had 3 separate computer networks based on Microsoft Windows servers and desktop PCs. Functions provided on the network included Microsoft Exchange 2003, MSSQL 2005, WebSense, MIMESweeper and an Intranet site based on DotNetNuke hosted on IIS 6. In my last few months at Dhahran I was the technical lead on a redesign of the Intranet site, keeping with DotNetNuke, including writing supporting documentation for my colleagues and a style guide to ensure consistency across the site. The user PCs were based on Windows XP with Microsoft Office 2003. Specialist desktop PC software was mostly limited to the q-Pulse Compliance Management software published by Gael Software Ltd along with a server back-end.

In October 2010 I was asked to move to a client site in Riyadh. This was primarily due to the presence of Thales DCAP hardware encryptors, access to which was restricted to UK Nationals. In connection with this I was involved in establishing and maintaining a secured network using commercial-grade Thales DCAPs.

Alongside this I have also been responsible for working with a team providing 3rd Line technical support to users of the company network at the client's site in Riyadh along with a number of other locations around the Kingdom of Saudi Arabia through email, telephone, VNC connectivity and in-person. The company network consists of a mix of Windows Server 2003 and 2008 (running on HP ProLiant server hardware) and user desktop and laptop PCs running a mix of Windows XP and 7 with Microsoft Office 2003 or 2007. Services provided on the network include Microsoft Exchange 2003 and 2010, IIS 6 and 7, and MSSQL 2005 and 2008; many of which I have provided some assistance with. It has also been during this part of my time with ISE that I have started to move more from server/application support into network support with Cisco hardware. I am working alongside our network experts learning more about working with Cisco hardware alongside self-learning from the Cisco Press books with an aim to passing the CCNA qualification.

Minor support tasks have also included supporting network printing and scanning as provided by a number of Xerox photocopiers, basic policy updates on BlueCoat web proxy devices and software deployment through a system based on the LANDesk Management Suite.

I was also tasked with implementing a new network and systems monitoring system using SolarWinds software; a system which I continue to maintain and enhance as well as being a SolarWinds Certified Professional. The monitoring aspect of my role was later enlarged when I was given responsibility for implementing EventSentry for logging and monitoring of various system events such as account changes, file deletions and administrator logins for auditing purposes.

On occasion I have also had the opportunity to assist the Architect team in designing deployments of new networks and systems on various client sites. This level of support has ranged from general advice and peer-review of proposal documentation to producing initial versions of proposals which have then been subject to peer-review and eventual execution.

I have also been heavily involved in the deployment of a virtualised network with a partner company in the UK. This has involved regular teleconferences with the UK partner and providing advice on the local infrastructure, supporting their staff on visits to Saudi Arabia and assisting with deployment tasks and on-going support. The project has seen a number of technologies be deployed which are new to me and to ISE; including VMWare, HP Blade systems, thin clients and Citrix hardware.

Technologies Encountered
Microsoft Windows XP and 7
Microsoft Windows Server 2003 and 2008
Microsoft Exchange 2003 and 2010
Microsoft SQL Server 2005 and 2008
Microsoft IIS 6 and 7
Microsoft Clustering
Microsoft Office 2003 and 2010
SolarWinds monitoring software
EventSentry
LANDesk Management Suite
WebSense
MIMESweeper
BlueCoat Web Proxy and Reporter
DotNetNuke
q-Pulse (Gael Software Ltd)
HP Server and Blade Hardware
Cisco Networking
Thales DCAP (UK HMG and Commercial-grade devices)
VMWare
Citrix Access Gateway
Xerox photocopiers including network print and scan functionality