IT Helpdesk Technical Support Engineer
Ali Bin Ali Technology Solutions
Total years of experience :27 years, 5 Months
Outsource employee at National Health Insurance Company.
• Developed and Maintained IT Hardware Inventory System with the integration of Barcode Solution.
• Creates Tickets request through Manage Engine - Service Desk Ticketing System.
• Windows 8 migration and deploying new computer system to the users.
• Network Printer installation and configuration
• Configured CISCO IP PHONE and installed to end users
• Creates Access IT forms templates.
• Creates Procedures and required checklist for Hardware / Software installation
• Creates Users Guidelines and Provides Technical diagrams by using MS Visio.
• Provides Technical Support to VIP’s / Director’s for any technical issues.
• Provides Technical hardware/software evaluation for any new IT hardware/software requested by end users.
• Assist Users/Consultants to setup the presentation tools
• In-charged to maintain the IT related hardware assets for NHIC.
• Assist end users to use MS Office applications
• Reports and escalating technical issue to top management
(Outsource) Support Engineer Responsibilities: • Enhanced and maintained regularly the LAB Environment and administer and install Windows Desktop OS, Windows Server 2008/2012 R2 virtual on HyperV • Administrator in-charge of Yammer Social Network, blogging, socialized with the yammer users and posting IT event as well as the new technology trends. • Provides a daily weekly and monthly tasks report to Al Rayyan IT Director.
Work as part of a proactive team of support staff responsible for delivering a high quality, customer - focused Professional service and providing the highest level of technical support and customer
service to internal staff of Ali Bin Ali. Responsible for the installation, configuration and maintenance of System Applications, Application Security, maintaining hardware inventory and other software that is essential for the operation of the IT Infrastructure
Responsibilities:
•Applications Server Administration ( MS Forefront anti-virus, SharePoint, SCCM, CMDB, BULK SMS and Access Manager - Access Control & Time Attendance).
•Providing Server logs daily, weekly and monthly report to IT Infrastructure Manager / IT General Manager
•Server Monitoring (Forefront server and WSUS) and Maintaining up to date scan definition/engines and other critical updates.
•Remotely scanned/cleaned and removed the Trojan viruses, malware and spyware reported by Forefront server on client computers.
•Central administration for any Microsoft applications issues and reported to Microsoft support.
•Supervised the Senior Applications Engineer to develop and implement the Document Management feature from SharePoint.
•SharePoint Portal administration and Project execution.
•In charge to update and send the IT Notification / Advisory for any Infrastructure issues reported from the CMDB to IT Team/ITGM.
•Coordinate with the local vendor of SMS for the updated rates per SMS and advice Ali Bin Ali divisions.
•Full Administration of Access Control & Time Attendance Solution including access security design, project execution and live implementation.
•Supervised the local vendor for the hardware installation of VIRDI access control machines and desired the recommended weight of magnetics locks.
•In-charge to design and print the company ID and focal administrator for the fingerprints scanning and providing security access to Ali Bin Ali Group.
•In charge to maintain the Inventory of IT related hardware equipment’s for Ali Bin Ali Head Office and divisions.
•In charge to conduct and process the obsolete hardware for write-off and sanitization and present the final report to ABA disposal committee.
•Evaluates and testing the new hardware IT equipment and software before introduce and recommend to Ali Bin Ali Divisions.
•Provides pre-sales & post sales technical support on Intermec Mobility Solutions products.
•As an IGSP (Intermec Global Service Partner) certified engineer, troubleshoots & repairs Intermec products (in-house and/or on-site).
•Installs and configures Mobile computers, Mobile printers, Barcode scanners & printers, RFID, as well as barcoding applications at customer sites during project implementations.
•Trains end-users on Intermec products.
•Performs preventive maintenance on Intermec products based on SLAs.
•Instructs & assists other hardware engineers in supporting Intermec products within the Ali Bin Ali Group
•Purchasing of IT Equipment and software in line within agreed budgets
•Supervised the Applications Engineer for his daily tasks and project assigned
•Responsible for the escalation up to the high level of support to the reported issues and advise the technical engineers to attend and fix the issues immediately.
•Providing technical support via helpdesk systems for a wide range of internal / external applications
•Working on Data restoration or recovery for any computers hard drives due to the system crashed or hard disk failure.
•Follow documented processes (IT Policies & Procedures) i.e. implementing change control procedures. Liaising & meeting with internal/external suppliers of IT services.
•Conducting yearly in-house ABA Staff Computer Training courses (Microsoft Office 2010 / Windows 7).
•Leading the technical support engineers for the project execution and implementation of substantial IT projects.
Work as part of a proactive leader to the team members for delivering a high quality, customer -
focused Professional service and provides the highest level of database management and providing
the Accurate/updated database records from the main storage of company database library.
Responsibilities:
•Supervised the data encoders to enter the important data information details as per the company encoding procedures.
•Database maintenance such as removing the unwanted records based on (RTS - return to sender), filtering or segregation of database based on position or title and locations.
•Work with Applications Administrator / programmers to create a Database Management System required from track line / advertising companies.
•Supervised the printing production to print and provides the accuracy printed materials for the required sizes of labels, mails personalization, and mail merging.
•Supervised the letter shopper to segregate the printed materials and assemble each components of the materials based on customers or companies requirements.
•Gathering the customers’ requirements and recommends database categories suitable for customer’s business operation.
•Dealing with track line companies for the database management system requirement and support.
•Provides a Project report or status of the ongoing projects to the CEO/CFO.
•Conducted regular weekly meeting to the team for the ongoing projects and future projects.
Diploma in Computer Technology Polytechnic University of the Philippines Manila, Philippines (1994 -1996) COMPANY: DM PLUS INC. (300HRS ON THE JOB TRAINING)
