Senior Technical Support Engineer
Ardic Developments
Total years of experience :16 years, 5 Months
Responsible for all levels of phone, email and onsite support to troubleshooting and diagnosis to resolution. strong enterprise level repair troubleshooting experience with servers, storage, in data center environment.
Work with management on the allocation of personnel to effectively and confidently provide superior technical support
Provide technical and procedural support for company trainers, Technical support staff .
Developed and documented technical support criteria, developing service manuals and standard operating procedures.
Troubleshoot product anomalies and report them to IT Manager.
Identified, troubleshoot and analyzed computer/hardware and software related issues when escalated.
Interact with clients in order to troubleshoot and solve technical issues; follow system issues from initiation to resolution.
Supported Object Storage environments which delivered distributed and decentralized Cloud Storage, Secure Backup, Disaster Recovery and Storage-as-a-Service solutions.
Transitioned vital engineering information into the cloud.
Presented cost comparison for product upgrade (On premise vs cloud) to directors of IT and business teams.
Provides front-line user support for hardware and software issues at a company consisting of 300 employees Utilizes broad range of operations system knowledge, including OS, Linux, and Windows, to effectively troubleshoot critical issues Partners with security and infrastructure teams
to resolve high-level networking or InfoSec issues, Supporting remote clients by supplying swift telephone and online support to +20 daily calls, messages, and emails, Recognized as top-performing technical support team member, winning “Employee of the Month” 7 times over 2 years
Designed, Superviso and Execute 5 large-scale IT projects on time and within budget, developing timelines, milestones, and budgets, Accelerate deployment and integration of technology solutions, completing 55% of projects ahead of schedule
Leverage SDLC, ITIL framework, and IT industry best practices to Initiate, plan, and deliver 5 information systems projects, Lead test managers, developers, and IT staff through regression testing to resolve potential technical issues, consistently meeting quality assurance standards, Optimize internal and external communications through weekly meetings, conference calls, and emails while serving as conduit between teams, departments, and management
Was responsible on manage and maintenance company networking topology of Main company bookshop and the factory Vpn, file server, domain controller, e-mail server, Production Application and ERP.
Managing and Troubleshooting Company Network Topology, Domain Controller Users Accounts and Firewall Policies.
Project Manager: Managing Company Projects in low current solution, Handling Company Engineers and Technicians and project schedule for final delivery to owner
Responsible for Creating user accounts, permissions, and mailboxes
Resolving network related issues in a timely manner
Maintaining infrastructure and desktop application licensing
Maintaining CCTV System.
Documenting network configuration and operational procedures
Bachelor of Information Technology 2007
