Customer Service Manager
ComputerFriend / Technology Friend Co.
Total years of experience :26 years, 9 months
Major Duties and Responsibilities:
1) Provide customers excellent IT services on computer hardware and software.
2) Manage LAN/WAN, Servers/PCs for more than 30 constant customers.
3) Handle customer complaints or any major incidents.
4) Investigate and solve customers' problems, which may be complex or long-standing problems.
5) Supervise and lead a team of customer service engineers.
6) Train staff/fellows to deliver a high standard of customer service.
7) Perform tests on a software and new process flow.
8) Maintain knowledge of new developments and technologies.
9) Monitor workload for unit and prioritize work.
10) Implement and analyze customer surveys /complaints data to improve the quality of customer service.
11) Report to general manager on team performance and key targets.
some of our's services:
1) Implement Datacenter infrastructure :
* Cabling - LAN, telephone and electricity
* anti-static floor (raised floor)
* Server, switches, routers cabinets
* UPS distribution system
* Installing, Configuring Cloud hosting services
2) Install, configure and Maintain different brand names servers / PCs - HP, DELL, IBM
3) Install, configure and troubleshoot CCTV/IP indoor/outdoor camera, DVR/NVR devices with ability to access them from Internet
4) Install and configure SMB/Enterprise antivirus software - Kaspersky and escan- with Management console
5) Connect company's branches with H.Q. via VPN, or direct access though internet to deliver published applications and desktops by parallels RAS, Graphon Go-Global or Citrix XenApp products
6) Implement and configure wireless network components, Connect long distance buildings together
7) Implement and configure brands firewall MikroTik, Pfsence, sophos, sonicwall and others
8) Installing, Configuring and Maintaining MS windows server OS 2008, 2012 & 2016 and Exchange Server 2010 &12.
9) Installing, Configuring and Maintaining mainly DNS, DHCP, RDS, AD DC and File Servers
10) Server Virtualization using Microsoft Hyper - V and VMware Esxi Hypervisor
11) Taking Data daily backup and mnothly for VMs
Skills
• Excellent team work
• Good and fast learning new assignments.
• Good planning and organizational skills
• Ability to manage multiple tasks and responsibilities, work efficiently under pressure
• Good problem-solving skills
• The ability to meet targets and deadlines.
Major Duties and Responsibilities:
1) Plan, maintaining, supporting, and optimizing network infrastructure, server configurations and data communications to ensure the stable operation of HASCO’s IT infrastructure.
2) Create and maintain documentation relating to network and systems configuration, network mapping, processes, and service records.
3) Develop and implement company policies, procedures governing corporate security, email, Internet usage and computer access.
4) Implementing and manage network/system security infrastructures. Using security & network management tools according to technical standards for firewalls, antispam, web filtering, antivirus.
5) Design and perform system backup procedures and recovery processes in accordance with the company’s disaster recovery strategies.
6) Taking daily, weekly and monthly backup (Using Symantec Backup Exec) for diverse DATA, emails and system state.
7) Monitoring the performance of DCs and other servers and LAN/WAN connection traffics, then create healthy baseline checkout.
8) Keep Antivirus definitions and Microsoft products updated in all servers and clients.
9) Providing direct Technical Support to users for PCs, operating systems, Internet, Email and Office applications. This includes installation, troubleshooting and maintenance.
Major Duties and Responsibilities:
1) Installation, maintenance, technical support for HP/Compaq Intel platform products Servers, HP Laptops and Desktop.
2) Installation and maintenance LAN and WAN connections.
3) Implementing, configuring and troubleshooting Cabling, Switch, Router, Cisco router and network services DNS, WINS, DHCP, RAS, VPN and Active Directory.
4) Implementing and configuring TCP/IP, IPX/SPX and NetBEUI Protocols.
5) Technical support for printers (HP, Epson).
2X Remote Application Server (RAS) delivers applications, data and virtual desktops from a central location, providing continuous availability, resource-based load-balancing. 2X RAS enables organizations to set up their own environment and reduce their risks to the max. When using 2X RAS, data is stored centrally and never leaves the data center. The connection between the server and the user is encrypted to avoid any violation of your assets.
Security+ is a certification dealing with computer security topics such as cryptography and access control, as well as business-related topics such as disaster recovery and risk management.