Technical Support Staff
Crown Prince Court
مجموع سنوات الخبرة :9 years, 4 أشهر
My day to day operations include:
Help desk support, A single line is used by the company to receive technical issue
requests, upon taking a call I open a ticket on the help desk explaining to the
technician I am going to assign the ticket to in the description.
Helpdesk Support, When a ticket is assigned to me I see if the issue can be
resolved by me or other unit is responsible where I reassign the tickets to other
technicians.
Help Desk Support, I run a report on all of the technicians on the help desk system
and see who is lagging behind in closing the requests assigned to them and try to
help them close these requests as soon as possible.
Altiris - Symantec, in our organization we use our own image where every new
computer is imaged using Altiris solution, use of windows PE to access Altiris
though cmd lines manually in case there is no direct access to the Altiris server.
Altiris - Symantec: Use of Altiris to check the licenses used in every device and
issuing of licenses through the Altiris.
Active Directory: After imaging the computers we use the active directory to move
computers to certain OU’s to apply policies.
Active directory: Find more detailed information of users especially when issuing
computers and the handling of assets.
Technical Support: Support of the Operations Team, upon new hiring I support the
operations team in the issuing of a new workstation and recording it in the assets.
Technical Support: Operation Team, When a workstation disconnects we rejoin this
station back on the domain, or re-image it if there is no solution at hand.
Technical Support: Infrastructure Team, Work hand in hand with the infrastructure
team in solving, Wi-Fi, Ethernet & Telephone connection issue.
Technical Support: Application Team: Updating certain workstations to work with
updates applied to their solutions.
Implementation of projects which involves private companies and different
operating system with cooperation of other teams.
Working in an environment that needs a certain protocol due to the close contact
with Royal Personnel.
Handling of issues in offices that are out of my organization and Private locations.
- ITIL V3 Foundation 2011 Certified
My day to day operations include:
Walk in customers with a car insurance claim is handled by me where I take all the
information needed and explain what is needed from his part to take action on his
claim
Handling car claims: Ability to retrieve information about the accident to add it to his
claim request
Handling Medical claims: Receipts are filed to his policy and explained to the
customer when he will claim back his funds.
Handling Home insurance: Pictures and explanation by the customer is sent to the
team specialized in Home Insurance policies.
Money refunds in Abu Dhabi Is handled by me, where I issue only issue the
cheque when the right documentation needed by the company is provided.
Mailing of documents to our main branch in Dubai of original medical claim
documents after scanning them into the system by our team.
Explaining to calling customers to send their documents through email to be
handled by me if it’s a car accident claim or direct him to the right person.