IT Support Specialist
MEEZA / QCS
Total years of experience :15 years, 3 Months
• Working as WPS Engineer with the team of 30 Engineers.
• Provide Desktop Administration Support to local User on site and remotely
• Support, re-image, Install and configure Laptops and Desktop as per user requirement
• Configure, troubleshoot, backup & restore (MS-OUTLOOK)
• Configure and Support Network printing and scanning
• Configure Apple, Android and Blackberry Devices
• Monitor and troubleshoot internal Network connectivity issues (DHCP, DNS)
• Coordinating with Vendor to resolve the issues in timely manner.
•Provides second-line investigation and diagnosis
•Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
•Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs clients of progress Logs relevant incident/service request details per help desk procedures Communicates with client regarding incident progress
•Coordinate with (Server, Network) for new installation, upgrades and maintenance
•Assists with SSO on IT security issues and virus elimination
•Coordinates spare asset inventory
•Maintains asset management
•Presents and educates IT solutions, methods, and tools to Clients in order to increase their efficiency
•Ensures process consistency through calls, group meetings and workshops
•Listens, understands, and interprets Client requirements in order to propose solutions which enable the business to be more efficient
Supported RasGas HQ in Disaster recovery project, where teams were divided into 3 teams;
Imaging Team, deployment and Installation.
I was supporting in imaging team, where our team was deploying more then 4000+ (OS-Windows7) image into Desktops and Laptops. After deployment, the image was tested and activated the license.
Provide support to installation team with regards to any imaging issues.
Report directly to Engineering Support Manager
Managing the request life-cycle, including closure and verification
Receiving calls, first-line customer interface
Keeping customer informed on request(Ticket) status and progress
Monitoring tickets and provides timely, appropriate and on-going response to tickets from the initial acknowledgement, through to the investigation and closing of the ticket.
Assist with automating helpdesk system on an ongoing basis - ensuring it is capturing the right level of information for reporting purposes
Coordinate with Support Teams, in order to resolve and restore client service within SLA.
Update client Contracts and create notification of expiry Using ManageEngine Support Center Plus ®
Create custom monthly support engineer progress & utilization report for Service Delivery Manager(SDM)
Diagnose various Desktops, Workstations and Laptops, Check for warranty status and coordinate with service center accordingly
Install configured and troubleshoot operating systems, software, upgrades, patches, service packs, and hot fixes in various Desktops, Workstations and Laptops
Configure, troubleshoot, backup & restore MS-OUTLOOK
Responsible to create domain and email user credentials in Active directory.
Monitor and troubleshoot internal Network connectivity issues ( DHCP, DNS)
Install, Configure, Test, Maintain, Monitor, and troubleshoot end-user workstations and related hardware and software
Evaluate the need for and implement performance upgrades to PC
Develop and deploy standard images for various models of workstations
Provide support and training to staff on Peachtree accounting software and remote access troubleshooting
Provide move/change/add account support to various applications, reset user passwords and unlock user accounts
Maintain log and/or list of required repairs and maintenance
Write technical specifications for purchase of PCs, Desktop hardware and related products.
Perform other duties as assigned