Associate Technical Helpdesk Engineer
Intertec Systems LLC
Total years of experience :17 years, 3 Months
Key Result Areas:
Working as Associate Technical Helpdesk Engineer, providing IT support for DHA Staffs from Multiple Govt.
Hospitals and Public Health Centers (PHCs) under Dubai Health Authority in the Emirate of Dubai.
Managing First and Second Level Support calls for any IT issues reported to the IT Helpdesk.
Resolve desktop related issues through phone, email and remote support using LANDesk Desktop Management tool.
Logging the calls in Ivanti ISM CRM tool for any service requests and incidents reported by users.
Remote Troubleshooting of Intranet apps, OS & desktop software related issues such as MS-Office, Anti-virus,
Acrobat reader, browser issues, Frequent Account lockout issues & performing AD account password resets.
Resolving DHA internal apps access issues in coordination with Application Team.
Ensure that the 100% calls were captured in the Ivanti ISM call logging tool after receiving incident & service request
reports from users.
Perform incident classification, prioritization, correlation with other reported incidents and matched against known
errors.
Provide first level support to resolve the incident, using remote support tools for incident resolution.
Create work requests on Ivanti ISM CRM tool and assigned it to appropriate level 2 Technician/ Engineer or concerned.
teams and followup for any updates on it till closure.
Notifying Users about major system/network outages & escalated same to appropriate support teams.
• Working as Senior Technical Helpdesk Engineer, providing IT support for 6000 + Users from multiple entities of Majid Al Futtaim Ventures such as Majid Al Futtaim Leisure and Entertainment (Magic Planet, Ski Dubai & Ski Egypt), Majid Al Futtaim Fashion, Najm Finance and VOX Cinemas, across the Middle East Asia & African region.
• Major Incident Coordinator during Priority 1 issues and escalations.
• Using Ivanti LANDesk ticketing tool to log Incident/ Service Request Tickets received by Calls, Emails, Walk-in and through MS Teams Chat.
• Activating Major Incident Process and maintaining Major Incident Communication through Conference Calls, Emails and Messaging App.
• Informing the relevant stakeholders about the Scheduled Maintenance Activities & Service Outages and following it up till closure.
• Coordinating for Incident Management activities according to the process & procedures & Escalating Incidents to 2nd and 3rd level of support, whenever needed; escalating critical/pending issues to higher levels as per pre-defined escalation matrix.
• Performing Quality check of tickets logged on the LANDesk ticketing tool and mentoring the team members to perform corrective actions on the faults found.
• Active Directory management for user accounts - account creation, modification, deactivation & password reset.
• Maintain overall ownership of incidents & service requests ensuring that they receive resolution within the agreed SLA timeframe.
• Linking the Child Incident with Parent Incident tickets for avoiding duplicates and SLA breach.
• Troubleshooting the Retail POS issues and escalating to the appropriate team within the agreed SLA time.
• Supervising the Helpdesk call queue, monitoring abandoned calls & taking action to achieve 100% call response SLA.
• Shift Roster management for the team and allocating team members for respective shifts based on the staff availability.
• Receiving, recording, classifying & prioritizing technical and application support calls from end users.
• Initial assessment of urgency and business impact on all support calls.
• Providing Process improvement feedback to IT management regarding technology environment and customer needs through the defined processes.
• Effectively managing the Tech Assist Center (TAC) mailbox and Self-Service Ticket Queue.
• Provide support for the following: Microsoft office 365 apps, Windows OS 10, Laptops, Desktops, Network Printers, LAN /Wi-Fi Connectivity through Cisco AnyConnect, configuring Palo Alto Global Protect VPN Client for end users, Cisco IP Phones - Cisco Desktop Agent login issues.
• Remote support to users for PCs/ Laptops / Printers / Retail POS machines and associated accessories includes receipt printer, cash drawer, PDT and barcode scanners.
• Remote support for applications- AX Dynamics Retail and Finance Application, KOFAX Agility, , Intellect, Power BI, Success Factor HC System.
• Submitting the Power BI Revenue reports to the IT management regularly.
• Conducting daily standup meetings and reviewing the support activities and updating every team member about all process updates and the support challenges to drive the service desk operations smoothly.
• Vendor coordination for daily support activities.
• Single point of contact for any IT related queries for HAAD Internal Employees.
• Resolving desktop related issues through phone, email and remote support using LANDesk Desktop Management tool.
• Logging calls in HEAT CRM tool for any service requests and incidents reported by Users.
• Working knowledge of CosmoCom Universe call-center software.
• Remotely troubleshooting Intranet apps, OS & desktop software related issues such as MS-Office, Antivirus, Acrobat reader, and Account lockout issues, performing AD account password resets.
• Configuring and troubleshooting printers.
• Troubleshooting HAAD internal apps access issues in coordination with application teams.
• Receive incident & service request reports from Users via telephone or email & make sure 100% calls are captured in the HEAT call logging tool.
• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
• Link the service request & incident record to User ID & configurations.
• First level support to attempt to resolve the incident, use remote support tools if necessary, for incident resolution.
• If the incident & service requests require escalation to level 2 support, create a work request on HEAT tool and assign it to appropriate level 2 technician/engineer or concerned teams and coordinate with them for any updates on the same.
• Track the incident and service requests until closure and keep the User up to date with the status.
• Functional escalation in case the incident resolution and service request completion time exceed the agreed SLA.
• Selective quality checks on open & closed incidents & service requests.
• Receive service requests forms that have passed the business assessment & approval procedures.
• Notify Users about major system/network outages & escalate same to appropriate support teams.
• An IT Help Desk Agent providing Single Point of Contact to customers to address issues related to Desktop, Laptop, Network, Servers and Telephone related issues.
• Experience on HP OVSD tool to create incident tickets for technical issues reported by customers and either resolve it or route it to Level 2 team for extended support.
• Remotely troubleshooting Intranet applications, OS and desktop software related issues such as MS-Office, Antivirus, etc. through Netmeeting.
• Worked on Exchange server, Outlook related issues.
• Troubleshooting PC related issues concerning OS, Internet, LAN and virus issues and printers.
• Configuration and Troubleshooting of Wi-Fi issues in laptops.
• Providing permissions and access to shared folders and drives as required for Users.
• Secondary admin for the workgroup LRA Domain.
• Remote Administration using terminal service, VPN, IPSEC and VARC.
• Creating, Modifying & deleting User IDs in Active Directory.
• Administration of Active Directory/Exchange using Alcatel-Lucent customized tools Tivoli Identity Manager (ITIM) and LUUM.
• Work closely and follow-up issues of Servers through email, Chat, Page and Phone / On-Calls with System Administrators, IT Support teams and Server Administrators in the Regions like KANATA- Canada, NA, CALA- South America, EMEA, APAC etc.
• Collection and initial analysis of packet trace (trace root) information as a part of tracking Node Down issues.
• Monitoring and follow-up of Support and maintenance tracking ticket for effected servers while on outages.
• Follow up technical cases, Escalate, manage the right expectation until the closure of the cases.
• Analysis of Support request, Completion of requests for information and documentation.
• SAP Job Monitoring including feeds for BW3, DV2 and PR2 through SAP Logon 360.
• Administration of Unix User IDs using TRI telnet tool.
• Effectively coordinating with vendors for hardware/software procurement.
• Supporting around 39, 000 employees from Wipro InfoTech & Wipro Technologies.
• Logging calls in helpline tools for IT problem faced by customers.
• Informing the Domain engineers and follow-up with them to resolve the issue
• Coordinating with vendors for resolving hardware problems.
• Assigning calls to Level 2 teams.
• Timely escalations to higher Authorities regarding Downtime/Outage of Links/Servers and follow it up till the uptime with regular mail escalations.
• Coordinating with end users and with Technical Professional to resolve the problems.
• As an IT Help Desk Executive providing first level support for Users through phone, email and remote support on technical queries and issues.
• Installation, configuration, troubleshooting Wipro Technologies Wireless LAN.
• Maintain, configure and troubleshoot Cisco VPN clients and Remote Access Service (RAS)
• Administering Windows 2000 and XP client machines.
• Remotely administering computers through Remote connectivity software such as Control F1 tool, Remote Desktop Connection and Netmeeting.
• Troubleshooting OS related and application related problems on all Windows Platform Operating Systems.
• Installation & configuration and troubleshooting of Mail client, Antivirus client, Desktop software and handling Virus issues.
• Troubleshooting & configuration of Network Printers.
• Providing hardware and network support for clients in Windows 2003 server and Windows XP platform.
• Troubleshooting hardware and network related problems and providing support through emails.
• Administration of user IDs and passwords for User’s LAN ID and other applications.
• Successfully managed overall IT support for the whole Citi Financial Call Center.
• Providing hardware and network support for clients in Win 2003 Server, Win XP and Win 2000 Professional environments.
• Accountable for providing technical support & coordinating technical issues involving LAN/WAN network, hardware, and operating systems.
• Oversee network connectivity as well as implementation, integration and troubleshooting of PCs, remote access permissions of servers, storage devices, Backup Devices, printers and scanners.
• Responsible for Installation & Troubleshooting of Software’s, Operating Systems, Windows components, Antivirus Servers & clients.
• Troubleshooting OS, network and desktop software’s related issues.
• Regularly Updating Symantec Antivirus definitions in the server and patching the client PCs.
• Creating and managing user accounts & assigning access rights and permission in Active Directory to use different Intranet application and shared folder resources.
• Effectively coordinating with branch office senior system administrators in case of any issues in the organization’s Intranet website and webmail.
• Effectively checking telephones and coordinating with telecom service provider in case of any issues in the organization’s telecom/PABX system.
• Monitoring UPS performance and maintaining Hardware inventory details.
• Coordinating with vendors for hardware and software procurement and regular maintenance activities.
Hardware, Networking, Win.2003 Server Administration, CCNA
Passed Diploma in Electronics Engineering from Government Polytechnic College, Thrikkaripur, Kasargod, Kerala, India with 60% marks.