Desktop technician
CSG
Total years of experience :11 years, 10 Months
• provide second line helpdesk support with hardware and software problems in person or remotely for Laptops, Desktops, Monitors, Mobile Phones, PDAs, office phones, printers and peripherals
• Administrative Duties - Asset Lifecycles
• Monitor a helpdesk system for logged incidents. Take ownership of user issues and pro-actively dealing with user. Following through calls to completion and following up with users for a timely and satisfactory resolution.
• Providing support, repair, maintenance, configuration and installation of laptop and desktop computers, peripheral equipment and software support
• Working with third party venders for external support
• Procurement of hardware and software, creating purchase request and orders
• Managing asset lifecycle and recycling old equipment
• On call as and when required and needed
• Supporting users in the use of computer equipment by providing necessary training and advice
• Providing reports and statistics on a weekly and monthly basis
• Managing a high volume of calls daily, supporting a very large user based environment
• Managing incident logging system to ensure quality and fast customer support and service
• Supporting users remotely on Citrix environment
• Providing support on all Microsoft Office programmes, outlook and administering exchange server 2003/2010
• Providing technical support on Windows 7/XP and administering server 2003, 2012 and active directory
• Supporting Blackberries and using BES server
• Giving end users training on new technologies
Desktop Support Analyst
•Managing large amount of helpdesk tickets and responding to user queries
•Administering Active Directory user accounts and adding machines to the domain
•Troubleshooting and fixing desktops and laptops hardware and software problems
•Troubleshooting network related problems
•Imaging, building, deploying and migrating a large number of workstations, including windows7/XP
•Supporting and fixing PDA’s and Windows 8 Mobile devices
•Supporting video conference equipment, setting up conference rooms and also supporting printers
•Travelling to different sites to provide support and training users on new systems rolled out
•MS Office 2010 support and deployment
Qualifications: Advanced Apprenticeship for IT software, Web & Telecoms Professional: • CompTIA A+ IT Support Technician • Microsoft Certification: MTA Networking • Microsoft Certification: MTA Operating System • Microsoft Certification: MTA Server Fundamentals • Microsoft Certification: MTA Security Fundamentals • Level 2 Key Skill in Communications • Level 2 Key Skills in Application of Number • Level 2 Key Skills in Information& Communication Technology • Edexcel level 2 Work Skills for Effective Learning & Employment • Level 3 extended Diploma in ICT System and Principles • Level 3 Diploma in Professional Competence for IT &Telecoms Professionals
Kingston College Level 3 Diploma in Applied Science Grades: Merit, Merit
Hounslow Manor School GCSE: • Arabic A • Maths C • Science C • English C • Media C