IT Support
Modon Engineering
Total years of experience :10 years, 8 Months
During my first two weeks, I showcased proficiency in addressing, handling, and troubleshooting VLANs, VoIP, and identifying security vulnerabilities that could potentially result in MAC flooding attacks and unauthorized access.
Implemented automated deployment of software updates and patches during non-business hours, enhancing productivity and bolstering software reliability.
Actively oversee endpoint security operations, identifying potential threats and ensuring the protection of company data both on-premises and in the cloud.
Delivered prompt remote technical support to both employees and management, ensuring a response time of less than 30 minutes.
Introduced cloud storage solutions, resulting in cost savings by replacing on-premises storage disks.
Implemented a cold-tiered blob Geo-redundant storage account, achieving a 99.9% level of redundancy and high durability.
Installed and configured endpoint security solutions, leading to improved efficiency in both hardware and software.
Delivered software installation, hardware configuration, and application support, leading to heightened end-user efficiency.
Monitored, configured, and troubleshooted networks, encompassing PCs, Macs, peripherals, and switches, effectively reducing downtime and securing access ports.
Enhanced availability by offering network troubleshooting support around the clock through SSH access.
Successfully addressed technical issues for a team of over 40 employees, contributing to a substantial increase in overall productivity.
Enhanced office productivity by implementing secure remote access, facilitating troubleshooting support for colleagues working outside the office.
Effectively addressed issues such as network access problems, unresponsive hardware, crashing software, and virus infections, leading to recognition through a letter of commendation and a salary increase.
Delivered highly rated Tier 1 & 2 technical support remotely and through on-site visits, as reflected in positive feedback.
Conducted in-depth investigations into reported issues and adeptly guided customers through scripted service procedures, following a systematic protocol to identify and eliminate various problems, thereby enhancing ticket response time.
Provided on-demand support for in-house IT services, setting up new devices and installing software for a team of 12 graphic designers and management personnel, contributing to the seamless continuity of IT services.
Collaborated with in-house IT specialists to install and configure endpoint security solutions, resulting in heightened hardware reliability and efficiency.
Addressed customer issues through various channels such as chats, emails, and phone calls, leading to a steady increase in satisfaction rates within 14 weeks from the commencement of my role.
Performed troubleshooting to resolve IT-related and application issues for LG Jordan and LG Levant online support, managing a workload of 24+ tickets and inquiries on a daily basis.
Focused on collecting, organizing, and updating a comprehensive record of frequently occurring inquiries, leading to a reduction in response time and allowing more efficient allocation of time to address more complex tickets.
Administered and maintained the Jira ticketing system, achieving a closure rate of 80% on the first call without the need for escalation.
Provided training for new help desk representatives, covering both technical and non-technical aspects of their roles.
Contributed to the management of IT systems for 20 employees, ensuring a 90% system uptime.
URL removed due to policy violation. Please contact support for further information.