Senior IT Technical Support
Supplying Store Co. WLL (SONY)
Total years of experience :19 years, 11 Months
• Direct interaction with the customer, Listening Customer Problems, Analyze the Fault, Analyze the Time of Repair, and Job card creation, etc.
• Investigate customer problems and make speedy solution.
• Identifies, diagnoses, and resolves Level One problems for Customer of the personal computer, software and hardware.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems.
• Performs Laptop hardware & software Repair. (E.g. - Fault Diagnose, Part Replacement, Window & Software Installation etc.)
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
• Assists Technicians in creating materials for end-user frequently asked questions (FAQs).
• Handle RMA claims for warranty Jobs for IT Section.
• Reply to Email queries, Handle Technical Assistance and other correspondence with Sony Gulf.
• Handling TAT (Turn around Time) & KPI (Key Performance Indicator) for IT
• Managing time, workload, priorities for 12 technicians.
• Focusing team members on the purpose and task of the project; reminding the team of the result the organization is looking for and how it fits with the organization's vision, mission and goals.
• Organizing the group, securing meeting space, resources and clearing organizational boundaries.
• Working closely with the facilitator to create agendas, planning outcomes and ensuring next steps are assigned.
• Assisting the facilitator with meetings; encouraging quiet members to speak up, and when necessary, shutting down those members who tend to dominate.
• Recognizing and celebrating accomplishments.
• Communicating with others in the organization regarding the team's progress.
• Same time handling Daily Cash collection, Billing.
• Handling TAT (Turn around Time) & KPI (Key Performance Indicator) for IT Department
• Direct interaction with the customer, handling Reception, Job card creation etc.
• Managing time, workload, priorities other technicians.
• Identifies, diagnoses, and resolves Level One problems for users of the mainframe, personal computer software and hardware, District network, the Internet and new computer technology in a call center environment; communicates solutions to end-users
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems.
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs).
• Handle RMA for IT Section, Handle technical assistance correspondence with Sony Gulf.
• Same time handling Daily Cash collection, Billing.
• Direct interaction with the customer.
• Identifies, diagnoses, and resolves Level One problems for users of the mainframe, personal computer software and hardware, District network, the Internet and new computer technology in a call center environment; communicates solutions to end-users
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
