IT Assistant
Algurg Consultants
Total years of experience :9 years, 2 Months
Provided 1st line technical support to Users by promptly resolving support related queries via phone & email.
Ensured all calls made to the helpdesk service were answered within established time frames.
Provided end to end management of all tickets and making sure to close them once issue was resolved.
Kept up to date Troubleshooting logs on the helpdesk for future referral,
Kept comprehensive documentations regarding company policies, procedures while maintaining records of the software licenses.
Followed up with End users to check if issues are completely resolved.
Added users and new computers to the domain, installed needed software’s
Managed users using Active directory and monitored user systems for spyware, Malware and Adware.
Provided both first and second level support for users in software and hardware issues as well as upgrades.
Providing required technical assistance to the site staff remotely.
Did updates on workstations for the office staff while performing routine PC maintenance, ensuring critical updates and security patches are done to enhance performance of the systems and software’s.
Did daily checks on printers, copiers, and fax machines ensuring proper functioning of the hardware’s and initiating maintenance and replacement of Printer Consumables, if required.
Did support using remote Access when required.
Efficiently managing and forwarding escalations on timely basis to the IT Admin.
Interacted with clients for information gathering, technical documentation and defining operating standards and policies. Supervised, managed and mentored the team, ensuring optimum performance.
Was in charge of allocating daily jobs and workload for a team of 5
Planned the construction and setup of the structured cabling in different sites allocated to my team.
Charged with working on the layout and plan of the structure of network for each site since, the team conducting site survey lacked experience in network setup.
Dealt with & resolved problems and issues which arose after running cables and setting up trunking.
As a team leader and contributor conducted weekly team meetings, focused on targets and achievements.
Connected end users onto the setup network and made sure it was functioning.
Ensured all administrative and job details records are entered and updated correctly the forwarded via email to the head office so as to keep head office updated on the project progress.
Provided prompt and accurate information on individual performance of my team when requested.
Handled calls from clients for queries regarding installation and set-up of the internet connections (home and office internet services, and installers) on timely basis.
Managed client escalations involving non-functionality of the systems, and internet network converting clients experience from negative to positive.
Promptly handled escalated service-related concerns from clients and immediately sent Service Technicians to sites for urgent scrutiny of the situation.
Prepared work & support documentation, checklists to ensure a high-quality of service delivery.
Ensured timely response to the client’s and sales representative’s queries regarding installations, product availability, pricing, packages and services provided.
Got InTouch with clients for complete information for equipment installation and repairs and also to set site visit as per client availability.
Regularly conducted visits to the client sites for installations and providing required support during shortage of technicians.
courses: Certificate in Computer Electronics Engineering
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