CALL CENTER SPECIALIST ENGINEER
KDCC - Kuwaiti Digital Computer Company
Total years of experience :17 years, 3 Months
Ensuring all installations, maintenance, and upgrades are carried out on schedule and to client specifications.
Provided support for PC and laptop hardware, software, printer, and scanner-related issues, all of which were resolved through IBM ticketing systems.
Analyze various IT-related technical problems and deliver timely solutions.
Performs administrative duties to support and provide out standing service excellence to the team.
Asset management also includes the responsibility of keeping an account of raw materials and making orders at the required time without disturbing the processing operations.
Works closely with internal teams to formulate detailed workplans and execute them within scope and on schedule.
Provides technical direction and guidance to the Service Desk staff on problem resolution workflows.
Creates and tracks performance, workload, and corrective action plans.
Tracks and manages overall team performance.
Resolves service requests and incidents through Maximo, the IBM ticketing system.
Office 368 admin and Azure active directory
Deploying a PC has been done through WAAS and imaging systems.
Ensuring the prioritization of issues for higher management, while also maintaining standard procedures for escalating un resolved issues to internal teams.
Responding to technical support calls from end users of computer and software application
Setting up and installing new computers, networks and software & maintaining inventories of hardware
VMware ESX6.7 or, at least, completed one VMware project implementation (Full cycle)
VMware installation and configuration and ESXi Server and Upgrade Esx platform environment.
Generate procedure guidelines for several tasks such as IT purchasing, user maintenance/access in Active Directory, IP phone configurations, and re-imaging laptops.
Manage Storage Systems and Backups of company records. Provide phone support to Customers. Investigate application problems and provide solutions to customers.
Firewall configuration (FortiGate basic configuration) and updating, rules making ect
Responding to and solving ~50 weekly tickets. Provide tier-1 support and resolve tickets regarding the server, desktop, printer, phone, and office equipment issues for 250+ on-site and remote end-users.
Frequently visit project locations to deliver and set up new workstations and office equipment, including PCs, laptops, printers, and IT Telephones
Create, modify, and delete user accounts in Active Directory. Update workstations/laptops and operating systems as needed.
Support All Technical issues in various departments.
Test new, modified applications and record performance for presentation to the design team.
Maintain website database information and use it for regular reports as well as updating content on websites (C panel, web hosting control panel)
Maintain the company's network, Printer, Storage devices Configure and troubleshoot network connectivity.
Maintenance of their Stamp vending machine and support on all related technical issues.
Support all technical issues in various departments.
Installation and troubleshooting BolorobPOS & bPASS app
Setup, installation, and troubleshooting of NFC enabledandroid tables.
Troubleshoot escalated computer-related malfunctions Desktop support, test and repair computer hardware, system software and applications.
Diagnosed and repaired a variety of branded (HP, Dell, Toshiba, Lenovo/IBM, Acer, Asus) and custom-built desktop, laptop, printer and scanners Installation of OS, Server, Software and monitoring tools Analyzed users' needs and recommended appropriate hardware or software.
Design machines according to customers' specifications Assisting the network manager with support requests and document all network setups
Modify existing computers and enhance their performance Responsibilities included problem detection and solving, fixing and reinstalling software and hardware.