IT Support Engineer
Micro Automation Industries
Total years of experience :13 years, 3 Months
• Created company’s website.
• Managed and maintained company’s website. Kept the website secure and done regular backup. Kept all the software updated.
• Updated new products and information.
• Managed website SEO and Analytics.
• Managed Email Marketing, Video Marketing, Social Media Marketing and E-Commerce.
• Direct coordination to IT, Marketing and Sales Manager for reports.
• Maintained and monitored server, firewall, emails, client PC and networks. Done regular backup and updates.
• Installed and configured computer hardware operating systems and applications.
• Talked to staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.
• Troubleshot system and network problems. Diagnosed and solved hardware or software faults.
• Setup up new users' accounts and profiles and dealing with password issues.
• Setup and installed CCTV.
• Tested and evaluated new technology.
• Built and installed PCs, telephone systems, wireless networks, Printers and peripheral devices.
• Maintained installed PCs, networks, telephone systems and peripherals with routine maintenance.
• Identified, log and resolve technical problems with software applications or network systems.
• Identified potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Created, maintained, and distributed reports of progress to senior leadership
• Tested and migrated PC from Windows 7 to Windows 8.1 or higher platform.
• Maintained client databases with up to date solutions and clear record of activities.
• Explained and documented technical issues in a clear way to end-users.
• Audited old system hardware that has been issued to travel agency.
• Migrated new systems hardware.
• Backed up all the data from old systems and restore on the new system.
• Upgraded systems hardware and software.
• Installed new operating system.
• Installed travel ticketing software (Saber) and updates.
• Installed Anti-Virus (McAfee) and ensuring security and upgrades are applied and kept up to date.
• Updated all system software (Microsoft Programs).
• Setup new network connection and cabling for new client site.
• Ensured all network devices are connected properly with a right configuration.
• Installed network printer and other device needed.
• Troubleshot any hardware and software issue.
• Gave full technical support to end user for ticketing software (Saber), Windows OS, Outlook 2010, Outlook Express, Microsoft Office, and all necessary programs needed by end users.
• Delivered a world class customer service and build customer satisfaction and loyalty.
• Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gathered customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Provided effective and timely resolution for OS and software issue.
• Identify and escalate priority issues per client specifications.
• Offered alternative solutions where appropriate with the objective of retaining customer and client business.
• Strove for one-call resolution of customer issue.
• Followed up and make scheduled call back to customer where necessary.
• Stayed current with system information, changes and updates.
• Increased operational efficiency by routing tenant service request, queries and maintenance requests to respective departments within a given time frame and to follow up with tenant on satisfaction completion.
• Attended tenant service calls and to take preventive measures, by identifying and resolving trivial service requests at the tenant service center level.
• Created a work order for maintenance team to be completed on time.
• Submitted a weekly and monthly report of accomplished and pending jobs
• Followed up on pending jobs by coordinating with site supervisor.
• Maintained a constantly high level of communications with all other departments.
• Maximized tenant satisfaction and keeping good relations.
• Delivered a world class customer service and build customer satisfaction and loyalty.
• Provided answers to clients by identifying problems, researching answers, and guiding client through corrective steps.
• Listened then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues.
• Provided effective and timely resolution for mobile wireless issues.
• Strove for one-call resolution of customers issues.
• Escalated call to the next tier of support or arrange dates, times & access arrangements for a service call
• Provided costumer knowledge for mobile apps and services.
• Increased customer knowledge by providing information on new products, and services through up selling opportunities.
• Completed ongoing training to stay abreast of product, service and policy changes.
courses: Diploma for completion of Computer Science.