Senior IT Support Engineer - Team Lead
Military Medical City Hospital.
Total des années d'expérience :10 years, 1 Mois
• Established IT services from scratch as one of the first two IT team members on the ground.
• Managed Endpoint deployment and activation for over 1000 devices.
• Proven ability to lead and coordinate teams effectively.
• Delivered successful projects on time and within budget, including transitioning ITSM platforms.
• Supported staff and hospital operations, contributing to high customer satisfaction scores.
• Maintained strong hospital relationships, recognized for reliability and readiness to assist.
•Involved in deployment and activation phases, supporting over 500 end users.
•Coordinated with multiple stakeholders, ensuring seamless operations across departments.
•Led the transition from Ivanti to ManageEngine SDP ITSM, completing it within 45 days.
•Trained and oriented 50+ staff members for successful platform adoption.
•Collaborated with stockholders on SharePoint intranet portal design and launch (Back End - Front End).
•Completed the project within 60 days, enhancing internal communication and collaboration.
• Delivered troubleshooting solutions to departments experiencing difficulties with software, hardware,
and network connectivity resulting in a 94% end-user satisfaction rate.
• Mentored a team of 6 IT technicians on completing system backups, installing and configuring
Computers, Servers and printers, and other devices for 70+ employees.
• Enhanced IT ticketing system software, reducing solution time by 35%.
• Created and updated IT support documentation and user guides, leading to a 15 % decrease in tickets.
• Monitored, troubleshoot and analyzed network performance across the organizations LANs, WANs and
wireless deployments, improving network performance by over 50%.
• Performed network, software and hardware troubleshooting to ensure all systems and 60+
workstations were operating optimally.
• Maintained firewalls, updating virus protection software, implementing data security systems and
performing data backups to protect important information.
• Collaborated with third-party support services and service providers to ensure networks are operating
optimally.
• Assisted users with implementing new software and network infrastructure to ease transition to new
technology assets and planned operations.
• Identified and investigated network issues, maintained and upgraded hardware and software, and
assisted in the server installation.
• Provided help desk based IT phone and email support to end-users including troubleshooting, server
support and customer service
• Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills
and providing fast solutions.
