Senior Service Desk Engineer
Qatar Foundation
Total years of experience :23 years, 10 Months
• Provide 1st level technical assistance and support for incoming queries and issues via email, phone or walk-in users related to computer systems, software, and hardware.
• Respond to queries either by email, in person or over the phone.
• Log and process incidents and service tickets
• Escalate incidents and service requests to the next level for more complex problems and outages.
• Provide basic training computer users for processes and other special cases.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Maintains the security policies based on IT Governance standard
• Maintains confidentiality of any sensitive information or data in any medium
• Follow up with customers to ensure issue has been resolved.
and create internal and customer facing documentation
•Assist in implementing and enforcing council IT policy and best practices
•Stays abreast of advances in technology
•Coordinates timely repair of equipment covered under 3rd party maintenance agreements
•Recognize and escalate high-level issues as appropriate
•Perform preventative maintenance on IT systems as directed
Technical Skills:
•IT Service Management System processing (ITCCC)
•IT Helpdesk / End user technical support
•Ghost imaging and troubleshooting
•Computer Assembling and hardware troubleshooting
•Supporting printer related issues (Network printer and Print server)
•Managing and Maintaining Physical / and Logical Devices
•Antivirus Installation, configuration and troubleshooting
•Installing and maintaining Wireless networks
•Configuring routers and Switches
AWS Distribution Phils. Corp. is an exclusive distributor of various Structured Cabling Products bearing the brand name BELDEN, HUBBELL, KRONE, AVAYA/SYSTIMAX, ALANTEK, AMP, Fluke (Microtest), etc.
Nature of work:
•Officer in Charge (OIC) of the whole operations of the branch.
•Technical Head
•Coordinates with the End-user and the System Integrator (Contractor) for proper implementation of the Structured Cabling Project.
•Provides guidelines to the System Integrator on standard and proper products for the project.
•Provides recommendations to End-user for the realization of the project.
•Facilitates trainings for System Integrators and partners.
•Management Responsibilities
•Manages assets and liabilities of the company.
•Monitors company’s profitability.
•Manages proper collections and deposits.
•Attends the employee’s concerns.
•Maintains good working environment.
•Sales and Marketing Responsibilities
•Makes the major decision for the each product’s stocks and price.
•Sets-up regular product updates for the clients and partners.
•Procures products other than ours.
•Attends the regular business meetings.
•Takes care of the clients’ concerns.
•Maintains good and constant communication with the company’s owner.
Gentec Technology Corp. is a telecommunication & IT distributor of various international companies in the U.S.A. (ADC, JCT, etc.), Canada (Marconi), Sweden (Avitec), New Zealand (Digitech), Radcom test equipments and other companies in Europe and Australia.
Duties and Responsibilities:
•Site Surveying
•Planning and site analysis
•Installation of the Equipment
•Testing and Commissioning
•Maintenance and troubleshooting of the installed equipments
•Documentation
•Network and Systems Administration
•Research and Development
Technical Skills:
•PC installation and troubleshooting both hardware and software (Microsoft OS only).
•Configuring various equipments using the Hyperterminal like switches, routers, modems, multiplexers and other communication equipments
•Setup network switches including its basic configuration like port assignments, transmission types, etc.
•Setup routers with its basic configuration (routing protocol, bandwidth rate, IP and Subnet Mask assignments, etc).
•Setup multiplexers as backbone running in different technologies like SDH, ATM, SONET, Radio, E1, T1, E3, T3, etc.
•Troubleshoot network connectivity using PING, IPCONFIG, TRACEROUTE, ARP, etc.
•LAN termination and cabling (Copper only)
•Network tracing and monitoring using special equipments like Network Analyzer, Network Connectivity Tracer, Tone Tracer, etc.
courses: Certification/Version : ITIL Version 3 •ITIL® Foundation Certificate in IT Service Management (ITIL Foundation) Certification Number : 4900782.20215587 Achievement Date : November 17, 2013 Certification/Version : ITIL Version 3