Senior IT Support
ARASCO
مجموع سنوات الخبرة :17 years, 10 أشهر
IT Support:
-Asset Management( Asset Inventory, Asset Tagging, Asset Tracking, Asset Deployment/Retrieval)
-OS Deployment on multiple machines.
-Video Conferencing set up and support.
-Image creation and re imaging of OS.
-Remote Desktop Support.
-MS Office Support (Word, Excel, Lync, Outlook)
-Reformatting and installation of a PC's image.
-Assists the users with the configuration of Cisco IP phones.
-Delivery and set up of PC's for new users.
-Configuration and troubleshooting of network printer.
-Set up IP for new printer.
-AVAMAR Back up recovery.
-Toner/Ink replacement of printer.
-Set up access for shared drive location.
-Provisioning / De provisioning of account in AD.
-Activation/Deactivation of account from call manager.
-Lync server account management
-System Center Management for client desktop
-Set up and configure email on Smartphone, Iphone and other mobile devices.
-Installation of company's off the shelf application.
-Wifi support.
Service Desk
-Respond to all IT service requests and incidents
-First point of contact for all IT services via phone and e mail.
-Records all service requests and incidents in the ticketing system(SAP Solutions Manager).
-Supports users with MS Office apps (Word, Excel, Powerpoint, Lync, Outlook).
-Remote desktop support.
-Troubleshoot and Installation of the company's off the shelf applications.
-Activation /Deactivation of AD accounts for new hires and terminated employees.
-Administer client's user domain by creating, modifying, validating user accounts, password resets, account lock/unlock and access revocation
-Obtain security approvals for, VPN access, file transfers, shared folder access, account extensions and installation of software and its usage and other requirements.
-Coordinate resolution of issues regarding SAP applications and escalate to the appropriate SAP support team.
-Follow up resolution of incidents and requests.
-Obtain approvals and administer AD administrator privileges for the user.
Global IT Service Desk
-Register and respond to all IT service requests and incidents related to service desk application by answering calls and responding to e-mails. Logging of critical and priority tickets in the ticketing system.
-Resolve requests directly and provide first and second level support. Maintain log of all requests. Track and monitor user satisfaction and proactively look for root causes.
-Escalate and follow up on cases with assigned requests to 3rd level support which could not be resolved by the first level support.
-Administer client's user domain by creating, modifying, validating user accounts, password resets, account lock/unlock and access revocation.
-Administer desktop support to all users and take approvals for downtime from the business application owners as and when required.
-Obtain security approvals for USB access, VPN access, file transfers, temporary internet access, shared folder access, account extensions, installation of licenses and 3rd party software and its usage and other requirements.
-Create workflow for the office departments and clients. Complete route/workflow requests generated for application requests and accounts creation.
-Onboarding/Offboarding account creation and deactivation.Badge access request activation/deactivation.
-Coordinate resolution of issues within the scope of service level agreements with all the parties concerned including other departments and external parties.
-Mobile fleet management(i.e. mobile phones and tablets). Password resets through mobile device management application.
-Obtain approvals for the installation of software which are not included in the off the shelf applications of the client.
-Perform remote software distribution and upgrades when applicable for resolving issues.
-Provide trend analysis report and AD audit reports for management review.
-Obtain approvals and administer AD administrator privileges for the user.
-Creation of AD account and e-mail account via exchange console.
-Installation and configuration of Quickbooks Enterprise.
-Configuration and Installation of newly released Fixes.
-Quickbooks multi user support and set up.
-Quickbooks enterprise set up on Windows and Linux server.
-Troubleshooting of Installation Errors.
-Setting up Quickbooks for hosting on Windows server environment over LAN and Terminal services environment.
-Quick data file troubleshooting.
-Ticket creation and escalation to data services department.
-Troubleshooting Quickbooks Enterprise errors over the network.
-Troubleshooting Quickbooks hosting error on various Windows and Linux server..
-Helping customers on how to back up their file for quickbooks online back up service.
-Troubleshooting Online back up errors and file operations.
-Supports customers with Quickbooks accounting operations and functions.
-Supports customers with Quickbooks Pro, Premier, Proplus, Online back up and Enterprise.
-Assists the users with How-do-I questions relating to quickbooks accounting functions.
-Quickbooks enterprise license provisioning and upgrades.
-Provides support for residential customers on DSL connectivity errors.
-Supports the customers with modem issues.
-Assists the customers with their first time modem set up and configuration.
-Supports the customers with browsing issues on a Windows and Mac systems.
-Basic LAN and WAN troubleshooting.
-Wi-Fi connectivity set up and support.
-Provides support for email configuration, setup and troubleshooting
-Dispatches onsite technician for further resolution of issues.