Service Desk, Systems Administrator
Vistaprint, Cimpress
مجموع سنوات الخبرة :10 years, 5 أشهر
First point of Contact for any IT issues across the company.
• Provide excellent IT service remotely and thru phone.
• Primary initial contact for all desktops/laptops, Smartphones, Mac support and printers’ issues.
• Troubleshoot and solve common IT issues (CISCO VoIP, Video conferencing, password resets, computer hardware failures, software installs, access requests, etc...).
• Support/administer Active Directory, Exchange, virus/spam detection and the company’s specific servers and internal applications.
• Report / Troubleshoot / Support general issues.
• Create, change, and delete user accounts per request.
• VPN (Setup / Configuration / Support).
• SAP Support (installation / user creation / granting access (Roles) / resetting password / Deleting user in user group /unlock & lock transaction MR21).
• Concur Travel and Expense support (Bad Login/ New Card Account Pending Assignment /Mobile app).
• Software installation and troubleshooting (Standard, Non-Standard).
• MSDN account management.
• Mobile devises configuration (iOS, Android).
• Mobile Iron server.
• TMS or Equivalent Video Conference Servers Management (CISCO).
• Anti-Virus technologies (SOPHOS).
• Disk encryption (SOPHOS Safeguard & Bitlocker).
• Spyware removal and prevention
• Follow security policies while carrying out desktop support.
• Assist project teams with technical issues.
• Document procedures and guidelines.
• Work on projects as needed.
• Answering all customer inquiries through various channels (telephone, chat, email and any additional channels as developed) in a courteous and professional manner.
• Performing accurate diagnosis of inquiries and provide appropriate solutions/responses based on defined procedures.
• Using appropriate systems and available resources as necessary to assist in responding to each request.
• Supporting and providing information to all internal and external customers in a professional and courteous manner.
• Participating in cross-functional communications and meetings to support the team/domain/center.
• Performing additional responsibilities as required.
• Ticketing (Amadeus and saber systems).
• Book transportation, make hotel reservations and collect payment/fees.
• Plan and sell transportations, accommodations, insurance and other travel services.
• Deal with occurring travel problems, complaints or refunds.
• Enter data into software and maintain client files.
• Graduation Project: Planning and Optimization of LTE 4G Networks.