Network Support Engineer
Techno I System
Total years of experience :15 years, 7 Months
• Provide Desktop Support services to the end user and Supporting LAN network issues.
• Responsible for analysing, testing, isolating and repairing network and customer issues.
• Installing new software and new hardware e.g. server, printers, computer workstations, etc.
• Provide on-site tech support to include installation, maintenance and repairs of desktops, laptops, and peripherals.
• Respond to IT incidents and requests received from tickets escalated from the Service Desk.
• Maintain servers, hardware, and software on Windows platform
• Installs and configure software, build new servers, network monitoring, migrate data
• Windows account Creation and Add user account and give priority.
• Create reports for incidents and requests that are received by the user.
• Provide continuous status updates and reports to be viewed by Service Desk Analysts to ensure that accurate and up-to-date information is available.
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite.
• Deploy hardware and software to fulfil user requests.
• Troubleshoot and resolve user incidents and requests dealing with hardware and peripherals.
• Answer phone calls when directed by the Tier II Lead Manager during peak hours and when call volumes are high.
• Any other duties as assigned by management
•Accountable for supporting the company and its clients at all levels as part of a productive helpdesk team.
•Supervising and offering technical backup for a team of fourteen members.
•Providing technical support for clients including Tesco Bank, TNS Global, Burberry, World play, Penguin Books, Vodafone, sky and Macmillan Pub Group.
•Utilising advanced problem solving and troubleshooting skills to resolve any major issues.
•Offering PC, scanner and printer maintenance support.
•Resolving TCP/IP network connectivity issues.
•Escalating issues as needed and maintaining communication flow with customer and technical team.
•Serving as team facilitator, coordinating meetings with project team members.
•Providing technical project reports / briefings to key administrative personnel.
•Maintaining the Active Directory environment.
•Configuring backup and recovery.
•Deploying Server images by using Windows Deployment Services.
•Deploying printer connections, installing printer drivers, and export and import print queues.
•Installing, configuring and administrating of Cisco infrastructures - Cisco switches, routers, VOIP telephony, firewalls and network protocols.
Key Achievements:
•Dedicated 16 off-duty hours to ensure the successful 100% conversion of Decom & Recom of PC, scanner and printers resulting in the functionality of 375 users on time
•Independently resolved hardware and network issues experiences by Tesco Bank in Scotland and was noted for achieving the highest level of customer support within a team of 12 engineers
As Customer Support Engineer
•Assisting Doha Bank clients experiencing network problems via the telephone.
•Conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
•Helping clients with the installation of network and desktop printers and performing a wide range of maintenance tasks including backups.
•Troubleshoot, documented and resolved all technical issues pertaining to MS windows 2000, XP, Office 2000, 2003 Network Connectivity, and hardware related issues.
•Installing hardware and software for new users within the office environment.
•Preparing weekly reviews to assess team performance and conducting remote monitoring of customers desktop.
•Configured and support MS outlook to run on Exchange Server.
•Assigns and coordinates work projects, such as converting to new hardware and software.
•Assists user to resolve computer-related problems, such as inoperative hardware.
•Verifying faults and damages in the PC and carrying out replacements as appropriate.
•Diagnosing hardware / software problems before replacing defective components
•Configure Antivirus and Anti-Spam with Eset Nod32
•Preparing defect and solution reports to address lagging performance and contribute to the overall achievements of overall objectives
As ATM CCTV Security Engineer:
Duties and Responsibility:
•Holding responsibility for the installation and configuration of digital video recording equipment
•Troubleshooting issues arising between DVR devises and ATM machines
•Installing and configuring CCTV cameras at ATM machines.
•Monitoring and troubleshooting any arising problems in the network
•Supporting the manager and site supervisor by monitoring the maintenance programmer, ensuring full provision of the system
•Carefully monitor all the DVR devices installed in the bank’s main branch such as Qatar Islamic Bank (QIB), Qatar International Islamic Bank (QIIB) and Doha Bank.
•Attending sites to troubleshoot DVR problems, maintaining internet remote monitoring of CCTV.
•Installing/Upgrading software and advanced fault finding on all hardware and software.
•Investigating camera faults on site and carrying out troubleshooting.
•Upgrading the hard disk and Bios settings of DVR
Key Achievements:
•Successfully completed the project of, installing new CCTV cameras and configuring the DVR in all 350 ATM machines spread all over the Qatar of Qatar Islamic Bank (QIB) and was noted for commitment and hardworking.
•Configuring the Active directory infrastructure, forest or a domain and trusts.
•Configuring sites, Active Directory replication and global catalogue.
•User administration (setup and maintaining account).
•Creating new users, resetting user passwords, lock/unlock user accounts.
•Configuring user security or/and share level permissions.
•Configuring user local, roaming or/and mandatory profiles.
•Configuring and implement various group policies on organizational unit, domain and site level.
•Delegate control to a user, applying software deployment policy.
•Installing DHCP services, creating scopes and creating reservation.
•DHCP server backup and restore.
•Maintaining system and monitor system performance.
•Configuring and monitor server backup and perform recovery.
•Maintaining and verify all peripherals are working properly.
•Quickly arrange repair/replace for hardware in occasion of hardware failure.
•Training users on the use of computers, equipment and different software.
•Troubleshooting computer and network problems.
•Communicating with supervisor on issues and update the report on regular basis
•Responsible for maintaining and troubleshooting systems within the training centre and for verifying that all peripherals are working effectively
•Creating new users accurately in the active directory and assembling / modifying existing pieces of equipment appropriate to specific needs
•Installing / configuring antivirus and live updates for 20 users and 2 network printers within a small department in addition to updating systems on release of new versions / applications
•Accountable for maintaining an up to date knowledge and skill set in line with the rapid advancements in computer technology
Successfully completed my masters in network technology and gained numerous skills. During my masters I have undertaken project on cloud computing with amazon and also done my dissertation on 4G technology and received distinction for good research work.
Gained good knowledge in the engineering subjects as well as technical skills.
Jun 01 - Jul 02 A Level Equivalent, Narayana Junior College, AP, India