IT Support Specialist / Admin
Legnano Teknoelectric Company Middle East FZCO
Total years of experience :15 years, 6 Months
• Establishes network by evaluating network performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls
• Monitor network and servers to ensure availability to all system users and perform necessary maintenance to support availability
• Install, configure, and support an organization's servers, local area network (LAN) and wide area network (WAN)
• Installation, configuration, troubleshooting of desktop PC, corporate laptops, local and network printers, IP phones, and servers
• Providing technical advice to users on all aspects of the installation and use of computer systems and networks
• Handling hardware and software problems and faults and referring on to specialist technical colleagues
• Monitor the operation and security of all computer hardware and software to ensure a smooth operation
• Follow company policies related to security and operation of computer system to ensure business safety and integrity
• Installing and maintaining Microsoft Windows server environment (AD, DNS, DHCP, NTFS) on Windows Server 2012 and Windows Server 2008 R2
• Updating and maintaining a log book for problems and repairs, ensuring action is taken at the earliest to minimize any future issues
• Establishes network specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing router administration, including interface configuration and routing protocols
• Answer and log incoming IT support calls and “Fix on First Call” over the phone or remotely if possible.
• Performs minor desktop hardware repair for workstation equipment and peripherals that are not covered by third-party vendor maintenance agreements
• Selling of electronics products like routers, computers, laptops, printers, wifi devices, webcam, and smartphones
• Understanding customers' diverse, specific business needs and applying product knowledge to meet those needs
• Maintaining awareness and keeping abreast of constantly changing software and hardware systems and peripherals
• Providing technical advice to customers on all aspects of the installation and use of computer systems and networks, both before and after the sale;
• Handling hardware or software problems and faults and referring on to specialist technical colleagues
• Preparing detailed sales reports daily, weekly and monthly to Area Manager
• Maintain correct allocation of stocks, accurately managed ageing stocks
• Working closely with the management and marketing team to increase sales
• Updating and maintaining the activity tracker, customer feedback and inquiry
• Provide technical guidance and support to users for all components of the Windows-based network including, but not limited to, hardware, software and operating system, network security including anti-virus software, and remote access
• Troubleshoot and provide problem resolution for simple network problems. Work with IT Leadership as a liaison to the network support vendor
• Aid in the installation and configuration of PCs, laptops, and mobile devices.
• Provide Backup support for website updates and related troubleshooting including, but not limited to, changing photos, videos, content, etc.
• Provide support for the organization’s telecommunications needs including multiple phone systems, mobile phones (Android, iPhone) and internet access devices (MiFis, tablets)
• Provide backup support for hosted applications
• Oversee helpdesk intake, including request prioritization, escalation, and related reporting
• Work closely with the IT Leadership on the identification, research, and testing of new technologies and related services
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
• Improves client references by writing and maintaining documentation
• Participates in development of client training programs by identifying learning issues; recommending instructional language
• Accommodates client disabilities by recommending devices and techniques
• Avoids legal challenges by monitoring compliance with service agreements
• Improves system performance by identifying problems; recommending changes
• Updates job knowledge by participating in educational opportunities; maintaining personal networks
• Accomplishes information systems and organization mission by completing related results as needed
● Responsible for the overall sales supervision of the store. Handles areas of responsibilities such as Goal Setting, overall store image, general management, inventory management, merchandise presentation, customer service, budget and expense control and personnel management.
● Increased sales volume by 10-20% per month in less than five months. Responsible for increased sales through use of aggressive marketing campaign and more attractive store layout. Daily operations included cash deposits and inventory control
▪ Managed the overall appearance of the store which includes hiring and training of new staff, visual merchandising, stock inventory, budget and expense control, and customer service
▪ Coaching colleagues by example every day, on and off the shop floor
▪ Maintaining awareness of market trends in the retail industry, and monitoring competitors
▪ Analyzing sales figures and forecasting future sales volumes to maximize profits
▪ Professionally handling customer complaints to a positive outcome
▪ Maintaining adequate stock level
▪ Responsible for hiring and training new staff, work schedules and sales target
Bachelor of Science in Information Technology (June 2002 - April 2006) ▪ Certificate of Merit (DOST-SEI Merit Scholarship Program) ▪ Leadership Award RECOGNITIONS, HONORS, AWARDS RECEIVED Bookworm Award – Golden ABC Inc. Department of Science and Technology (DOST) Scholar Consistent Academic and Dean’s Lister Resource Speaker on Multiple Intelligence – Colegio de Dagupan Volunteer Peer Tutor – Achievers Society Colegio de Dagupan TRAININGS AND SEMINARS ATTENDED Global Communications Training – Global Communications Management and Academy (Two Months) Sales and Management Operation Course – Golden ABC Incorporated (Two Months) ORGANIZATIONAL AFFILIATION President ▪ Junior Information Technology Society (JITS) SY 2005-2006 Secretary ▪ Junior Information Technology Society (JITS) SY 2003-204