SUPERVISOR - IT SUPPORT
Commercial Bank of Kuwait
Total years of experience :12 years, 5 Months
• Supervises overall tasks by colleagues. Deployment of staff to branches. Assigning of tickets to designated staff on different tasks. Constant monitoring on tickets in the Ticketing System. Follow up if issues have been resolved and if user is satisfied of resolution.
• Monitoring of Inventory System. Tracking the ins and outs of all IT devices and deployment status.
• Coordinates with all department regarding requests on department layout changes for planning the appropriate action prior to implementation.
• Provides PC support to users by installing/configuring the applications needed for their work such as ICBS, FX Rates, CDM Online Applications, AFS Bluezone and MS Office applications which are mainly used by the staff; troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Setting up/Configuring PCs in branches for project implementation such as Self Service Machines (for Customers processing bank transactions e.g. Cash Withdrawals, Bank Deposits, and Telex), Queue Number system (for calling the Customers next in line), and the KIOSK machines (also for Customers processing bank transactions but for CBK & Non CBK Cheques only with assistance from our Virtual Support team)
• Assigns task sent by users via e-mail or web form to Technical Support staff using Helpdesk software (Service Desk Plus)
• Perform Antivirus scan (Trend Micro) when alerts have been sent by IT Security
• Installation of CISCO IP/NESM Phones for users and coordinate with the Network Administrator to enable ports once connected to switches
• Provided support and maintenance of Microsoft Office Outlook Web Access and Microsoft Office Outlook E-mail; Calendaring & Scheduling; Setting up rules according the preference of users; E-mail Archiving and importing of .pst files
• Maintains ATM Card printers used by branches; troubleshooting the printer depending on error logs found, deleting multiple entries from registry & and instruct users to clean the machine when necessary by using ATM Card cleaners
• Installation and configuration of peripheral and network devices and banking devices such as Card readers, Cheque Scanners, HP Printers, Canon, Xerox Workcentre, Brother, Toshiba, and Konica Minolta; Setup scanning and printing for network printers
• Installation of drivers needed and perform driver updates when available
Technical Support - Aluminum Division (KAH Middle East for General Trading Co. W.L.L)
• Provides Technical Support Assistance for GIESSE hardware and accessories pertaining to window and door installations and configurations.
• Provides PC support by installing RA Workshop (software specifically designed for Window and Door Construction)
• Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution.
• Prepares project drawings of Aluminum Profile using AutoCAD.
• Works closely with Architects and Engineers to ensure coordination of design efforts is maintained.
• Provides Windows server and desktop PC support by installing operating system and other required office productivity and utility programs and physically setting up the new computers to the staff's desk and connecting it to the network.
• Installing and configuring computer hardware operating systems and applications.
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
• Monitoring and maintaining computer systems and networks.
• Replacing parts or accessories as required.
• Provides technical support to end-users of LENOVO laptops, desktops,
All-in-ones and tablets running on Win 95, 98, XP, Vista, 7, 8, 8.1 and Android
• Communicates with customers in resolving issues, settling complaints, and providing pertinent information to the customers' satisfaction on computers and tablets
• Maintains database by entering new and updated customer and account information
• Installing and configuring computer hardware operating systems and applications
• Monitoring and maintaining computer systems and networks
• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Replacing parts or accessories as required
• Setting up new users' accounts and profiles and dealing with password issues
• Prepares project drawings and blueprints of different types of pipe structures, wall structures, rack ducts, and mapping using AutoDesk's AutoCAD
• Works closely with Designers, Drafters, and Engineers to ensure coordination of design efforts is maintained
• Prepares graphic objects used in reports, press releases, magazines, catalogs, and presentations using Adobe Photoshop, Illustrator, and InDesign, and MS Office PowerPoint
• Provides technical support to end-users of HP Printers
• Communicates with customers in resolving issues, settling complaints, and providing pertinent information to the customers' satisfaction on computers, monitors, and printers
• Upselling of HP products such as Desktops, Laptops, Printers or anything from the HP website
• Maintains database by entering new and updated customer and account information
• Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution
• Maintains operations by following policies and procedures, and recommending needed changes
• Provides Windows server and desktop PC support to the bank's staff by installing operating system and other required office productivity and utility programs and physically setting up the new computers to the staff's desk and connecting it to the network
• Provides printer support to the bank's staff by physically connecting the printer to a computer, installing the printer driver when necessary, and configuring it to connect to the network and share it with other users, if required
• Troubleshoot, fix, and repair desktop computers and printers
• Maintains OS, security, and other software updates on all the server and desktop computers
• Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the supervisor for resolution
• Maintains customer confidence and protects operations by keeping information confidential
2007 - 2011 AMA Computer University Quezon City, Philippines Bachelor of Science in Information Technology (BSIT) graduate
2002 - 2006 Philippine International English School (PIES) Fahaheel, Kuwait High School Diploma