IT Techincal Support Officer
U Turn Tax Refund
Total years of experience :8 years, 3 Months
-Design and implement hardware, software, and information systems that meet business requirements
-Analyze proposals and develop implementation plans that achieve user requests
-Minimize operating cost through negotiating best prices for network equipment and software with vendors
-Completed IT Infrastructure setup for IP phones, network, computers, iPad, printer, email accounts, admin, and Domain Management (MX records, CNAME, AAA etc).
-Train employees on technologies that assist them in resolving software and IP phones issues
-Decreased monthly operating cost by executing migration of emails from an all exchange environment to a hybrid solution of exchange
-Install, configure and maintain personal computers, networks, backup server hardware and cloud-based solutions, MFPs
-Ensure secured retrieval of lost data by performing regular user systems backup
-Troubleshoot technical problems and implement solutions
-Served as Customer Service Executive for in-house built ERP (WallpostSoftware) and Account Admin for in-house built CRM (Phoenix).
-Oversaw Server Management, Cloud and Local backup of servers and employees
-Liason with etisalat for all activities related to mobile connection.
-Provided support to business employees of Conway and Menlo by diagnosing and resolving technical issues
-Managed employee accounts, system domain and printers on network, email distribution list using Active Directory Users and Computers
-Identified common trends and troubleshot MC7596 and MC7598 handheld devices
-Remained abreast of technological changes and enhancements related to client products and services
-Assisted users in configuring RSA Token with RSA Manager for their VPN and Citrix access.
-Managed main-frame configured printers.
-Troubleshot issues related to thin clients.
-Maintained a 100% Customer Satisfaction in the last continuous 6 months.
-Provided advance level technical assistance to US based customers.
-Improved customer satisfaction and retention rate by walking customers through troubleshooting process and providing high Customer experience
-Boosted company revenue by training customers on new products offered.
GPA attained at the end of the course is 3.92, Performed exceptionally well in the finals, excelling in Computer networking.
Did exceptionally well in my Lab exams, The Project at the final semester was a huge success and was well appreciated by The Head of the department, lecturers and my colleagues
