IT Field Support Engineer
Zajil Int'l telecom
Total years of experience :13 years, 11 Months
Track of Service Tickets on Service Desk
Provides 1st level (assistance over the phone and Remote Access Support) technical support to the IT users across the organization
Modify configurations, utilities, software default, settings, etc. for the local workstation
Monitor Service Desk for tickets assigned and process first-in first-out based on priority
Monitor and respond quickly and effectively to requests received through the IT help desk
Provide help desk support and resolve problems to the end-users satisfaction
preparing a new department from A-Z from PCs to the printers and install it
Desktop Systems/Software Support
Client/Server connectivity systems support, Operating systems (Windows 7, 8.1, win10) support
Directory navigation, file access, s and management, Network/Local printer, scanner set-up, and configuration
(Mail user account setups (outlook, Files backup, restore, and transfer mechanisms
Install/Format users PC’s(Laptop-Desktop) and setup RAID on users PC’s
Installation/Upgrade of new software, make necessary changes to run the proposed software and make troubleshooting to correct the malfunctioning of the installed Software
Network Support
Analyze and diagnose users problems remotely using Remote desktop or remote assist
Cabling and crimping (Cat5-Cat6), check users' port status on the Cisco switches/patch panel.
Help users to retrieve deleted files on shared folders of the Zajil / kems network
Help users to connect to Zajil / Kems Wi-Fi network on different devices(Tables, SmartPhone, and Laptop) and provide the solution to any problems in Wi-Fi connectivity)
Connecting user to appropriate patch panel/Switch
slowness, disconnection and escalate the case to the concerned team after completing an analysis/diagnosis process
My job was a part of the Kuwait- Mosafer Project team in the role of providing user support to resolve issues with "Kuwait-Mosafer" Application and may provide general technical support to end users/Agents related to this project and Install, Fixed the PCs and Laptops and Printers "parts".
Also Working with computer problems software/Hardware parts, install all Operation System & drivers with software needed and help the Agents for any issue they faced Thru Remotely Access or thru Phone
1- Handling calls as my everyday duty.
2- Troubleshooting with customers to solve internet issues.
3- Take care of the extremely upset customers.
4- Checking the trouble ticket and the assignments that are assigned to our Department
5-First point of escalation for unresolved complaints
6- Participate in calls handling process
7- Participate in SO confirmation process
8- Generate TT’s & Confirmation Analysis Report of the shift daily Retail Call Center Agent
9- Retail Call Center staff training and evaluating
• Retail Network Backbone Support:-
Activation of ADSL/SDSL/SHDSL services by configuring backbone(VLAN, Username/Password, Static/Dynamic IP Address, Virtual Circuit, Connection type, and speed) using different DSLAMs(Cisco 6260, Zhone NP, Zhone MALC, and Zhone MXK).
Activation of GPON service(ONT/OLT activation, speed, VLANs, uplink/downlink) using Zhone MX-160/260 DSLAM.
Activation of VDSL Service using Zhone MX-160/260 MDU ONU DSLAM.
Configuration of Backbone VOIP customers (VLAN, DID, Username/Password).
Configuration customers routers (Cisco, D-Link, Buffalo, Zhone) for Internet and VOIP services.
Provide technical assistance to the field engineering team and technical support agents regarding ADSL/SDSL/VDSL/GPON/Wi-Fi services and give them appropriate solutions to any issue related to LAN/WAN links(Signal Attenuation, Disconnection, Slowness, Delay/High Latency issues).
Managing field engineering team daily process by giving them daily schedules and doing daily reports on the work process and send these reports to the manager/supervisor.
Creating a new user account and managing/handling users account and give solution to any issue related to users account in RADIUS Server.
Testing and giving solutions to newly purchased equipment ( Modem and Router).
Monitoring network performance and traffic load using MRTG Tool, Ping, and Traceroute.
• Technical Support Agent:-
• Provide assistance to GPON, ADSL, Bonded-ADSL, Long Reach-ADSL, and Dial-up users.
• Troubleshooting LAN/WAN connectivity issues: TCP/IP, DNS, Line attenuation, and expedite resolution. Diagnose user’s link issues: link status, attenuation, attainable, port/slot status, and speed configuration using telnet session to DSLAM(CISCO, MALC, MXK, Paradyne).
Job was to meet clients, make the deal and assembling and collect, Install, Fixed the PCs and Laptop and Printer "parts".
Working with computer problems software/Hardware parts, Install all Operation System above 1000 PC in month “Including windows server” & drivers and software needed etc.
Job was to meet clients, make the deal and assembling and collect, Install, Fixed the PCs and Laptop and Printer "parts".
Working with computer problems software/Hardware parts, Install all Operation System “Including windows server " and Configure Active Directory, Domain controller, Group Police Users Account, Configure Routers, Creating backup resource, Cable installing, I now used Network equipment,
Configure play box and & black magic device etc.
Install Active Directory
Group police, DHCP, DNS, Disable Account
I am professionally qualified with Diploma of Computers (A+, hardware).i completed CCNA certification and also undergone CISCO / Microsoft Certified Professional courses. I have well Knowledge in Server operating systems (Win 2008/2008 R2 and 2012) and desktop operating systems (Win 7, XP, 8.1, vista), Networking (CCNA) Routers and switches configuration and troubleshooting), Exchange server 2007, 2010 configuration and troubleshooting, computer hardware, MS-office
In brief How we are and what we do, Establishing your attitude, Identifying and addressing customer needs Generating return business, Person customer service, Giving service over the phone Providing electronic customer service, Recovering difficult customer, Understanding when the escalating Ten things you can do to WOW customer every time and more ..... etc
MCITP : Microsoft Certification Information Technology Professional Computer Basics Microsoft Office 2010 Configuring and Troubleshooting Windows Server 2008 AC Configuring and Troubleshooting Identity and Access Solution Planning and Implementing for Windows Server 2008 Configuring and Troubleshooting a Windows Server 2008 Configuring Managing and Troubleshooting Microsoft Exchange
Understanding Networks and their Building Blocks Introduction to Cisco Routers, Switches and IOS, IP Addressing and Subnets Introduction to IP Routing, Routing Protocols Switching and Spanning Tree Protocol, VLANs, and VTP, Network Security Access Lists, (Network Address Translation NAT Wide Area Networks, Virtual Private Networks IPv6, IP Services
Preparing for Exchange Server 2010 Introducing Exchange Server 2010, Exchange Deployment Projects, Exchange Environmental Considerations Designing Exchange Server 2010, Client Access in Exchange 2010, Routing and Transport Mailbox Services, Edge Transport, and Messaging Security, Automated Message Processing Compliance, and Archiving, Unified Messaging, Federated Delegation, Designing High Availability Backup, Restore, and Disaster Recovery, Hardware Planning for Exchange Server 2010 Upgrading to Exchange Server 2010 and Exchange Server 2007 Deploying and Managing Exchange 2010, Preparing for and Deploying Exchange 2010 Managing Exchange, Operating and Troubleshooting Exchange 2010
Operating Systems from Microsoft Given a scenario, install, and configure the operating system using the most appropriate .method Setup and configure Windows networking on a client/desktop etc Explain the basics of client-side visualization, Security, Apply and use common prevention methods Implement security best practices to secure a workstation, Compare and contrast common security threats Establish basic network connectivity and configure e-mail, Troubleshooting, Mobile Devices Given a scenario, explain the troubleshooting theory Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools , Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools, etc
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