Team Lead IT Helpdesk and Suppprt
ICI Pakistan
Total years of experience :14 years, 9 Months
Providing Technical support to my team, making their monthly performance reports, in line with the given KPIs, making sure to achieve overall section’s service level target. Working closely with RTM to monitor staff’s occupancy, adherence, compliance, AHT in accordance with section’s targets and SLA. Reporting to the operations manager, briefing him with the section’s performance, Staff attendance and overall response of the section to escalated situations such as planned/unplanned outages, billing cycles to name a few.
As Technical Support
• Internet wide ADSL Cable Modem GPON dialup & PPP broadband Services.
• Traditional E mails, Virtual Emails Configuration and Domain registration, Web Hosting as well administration support.
• Different Brand of Routers and Modem Configuration and Security Setting.(Belkin, Linksys, Siemens, Aztech, US Robotics, TPLink, Netgear, Alcatel Lucent, WIMAX, Dial UP)
• Technical Support for IPTV, E life and Land line as well as general inquiry Support.
• PC troubleshooting for internet access on customer premises regarding LAN and WAN ipve4 connectivity.
• 3G Routers, USB Sticks troubleshooting and security settings
• Windows XP, Vista, 7 and 8 configurations.
• ISDN, FTTH, Online Services.
As Subject Matter Expert SME
• Assistance to all Technical Support Staff regarding theirs different Technical quarries.
• Co ordination between Team Leaders, officers and Management regarding Staff performance and their expertise and improvement.
• Assistance to Officers and Team Leader regarding Training Material Preparation and Scheduling Training.
• Look after all Section staff during their duty hours
• Working together as a Team to ensure the set KPI’s are achieved
As A/g Team Leader.
• Training Material Preparation and Staff training Class arrangement as per requirement.
• Analyzing the section daily performance & providing reports to higher Managements
• Performing Real Time Monitoring & Floor Management.
Managing and Maintaining
Active Directory
LAN
WAN
ISA Server
Exchange Server
WinServer2008
Managing and maintaining:
• LAN
• WAN
• VLAN
• WLAN
• Routing and Switching,
• IP Addressing, Sub netting
Active Directory 2008:
• Installation
• Management and Administration
• Trouble shooting
ISA Server:
• Installation
• Management and Administration
• Services Optimization
• Access Control
• Security and Threat Management
• Scheduling and implementing Policies
Exchange Server2008
• Installation
• Configuration
• Trouble Shooting
• POP3, SAMTP management
• Firewall Configuration for Exchange
• Corporate mails and Address Management
Windows Server 2008:
• Installation
• Configuration
• Trouble shooting
• User Access Control
• Rights and Privileges
• Server Administration
• Backup and Recovery
• Disaster Management
Distinction!!!
Passed with flying colors!!!