IT Support Engineer
Halian International Services
Total years of experience :18 years, 5 Months
Onsite Technical Support for Cerner Millenium Application based in the Emirate of Sharjah.
Level 1 Cum IT Help Desk Support
- Assisting Employees in a day to day Computer task
- Printer Issue - unable to print
- Performs Troubleshooting for Unable to send and receive Email Issue
- Assisting New Hire in Setting up Desktop computer for first use
- Creates tickets for Technical Level 2 issues - for dispatch
Provides Level 1 Technical Support for SAP issues, Desktop and Laptop machines Troubleshoot
VPN connectivity Issues, Re‐ mapping of Shared Drives, File / Folder Recovery
- Setting up user accounts, permission and passwords
- Queue Management - Assigning tickets to appropriate Support level.
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- Uses tools such as Citrix, Oracle for Resetting of NT Passwords, uses Active Directory for
Employee Profile updates, creation of Employee Mailbox, Deletion of User Employee
- Information, Uses Proprietary Service Management Tool suite to log tickets, SharePoint to monitor
and track ticket progress and
- Provides technical support via Inbound and Outbound Telephone and Email Communication Installation and Troubleshooting Operating Systems and applications Issues
- Configuration and Installation of Network Printer, Internet Sharing and E‐mail Set‐up and configuration. Provides support for Wired and Wireless Networking issues including Router Configuration.
- Maintaining and troubleshooting client computer Laptops and Desktops remotely
- Troubleshoot LAN/WLAN connectivity problems
- Installation & troubleshooting of Microsoft Office 2007, 2010 & Office 2013 applications such as Outlook, Word, etc., or any software or issues of the client
- Installing and troubleshooting of system security and protection like System security such as Norton, Kaspersky AV/IS 2014, Webroot, Secure Anyware, Trend Micro Internet Security removing software if needed, updating 3rd party software like JAVA / Flash Player /Adobe Reader/Java/ Firefox/IE, updating Windows 7 or any software or issues of the client
- Process Sales for Premium Software Warranty. Provides Virus, Spyware and Malware Removal, as well as resolving third party software issues.
- Provide remote assistance through Citrix, Remote desktop, Net Meeting, Log me in. Uses tools like Process explorer, Auto runs and other software that removes Virus/ Malware
Attracts potential customers by answering product and service questions; suggesting information
about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the
cause of the problem; selecting and explaining the best solution to solve the problem; expediting
correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments. Recommends potential
products or services to management by collecting customer information and analyzing customer