IT Specialist
American University of Sharjah
Total years of experience :5 years, 6 Months
• Provide first line IT technical support for students, staff, and faculty.
• Maintain a fully functional teaching spaces and laboratory environment for students (PCs, network, multi-media, Classroom Projector PC).
• Provide infrastructure support (Wi-Fi, Network, and printing) for outreach programs.
• Work closely with faculty on their IT request.
• Handling and undertaking analysis incoming incidents and problems via phone, e-mail & face to face contact for both staff and students promptly and effectively.
• Ensured that the complaints reported by the customers are captured, entered and resolved within the timeline before contacting them for solicits feedback.
• Escalating issues and calls where necessary to IT team.
• Installing and configuring new computers and peripherals in student dormitories.
• Responsible for the installation and maintenance of IT equipment including workstations, printers, scanners etc.
• Supporting employees in all departments using remote access technologies, phone calls and also by visiting client sites.
• Updated, Created user account information and assign group rights using Active Directory.
• Working closely with software suppliers (Citrix) to resolve operational issues.
• Assist network engineer to support critical data center providing 24/7 support to deployed service members.
• Handle the tasks of troubleshooting basic network issues on-site and escalate problem to higher level of support, when required.
Implemented IT network and compute projects: Installed, configured and maintained network services,
new hardware systems as well as peripheral equipment/devices per the project requirement and the client's needs.