Service Desk Analyst / Technical Support Engineer
Cupola Teleservices
مجموع سنوات الخبرة :12 years, 8 أشهر
● Provide 1st Level Support to customers covering Windows 7, 8.1 Platforms including
Applications & LAN/WAN/DHCP/TCP/IP End user connectivity Issues.
● Network Monitoring using HP IMC Network Management tool.
● SCEP, SCCM & AD troubleshooting & coordination with Data Center on Win Server 2012.
● Train/Mentor new joiners, Assist in coordination of Service Desk Team.
● Act as technical consultant & reference to the team, assist in solving complicated issues.
● Ticket management, SLAs Monitoring, Reporting ( Platform: HP Service Manager ).
● Project Knowledge Base documents coordinator.
● Handle escalations and follow ups with concerned teams for timely resolution.
● Coordinate Network Implementation - End to End Quality Assurance with Field Engineering team, gather data, produce reports to the client.
- Maintain & Assemble Computers/Laptops to working conditions.
- Do periodic maintenance for certain customers & companies.
- Provide IT technical support Software/Hardware to Customers.
- Zayed University IT Competition, Certified as one of the Top 10 Projects in " Web-application " Category.