IT Helpdesk Engineer
United Arab Bank
Total years of experience :9 years, 9 Months
Infrastructure support, providing technical support over the phone to all IT users.
Provide troubleshooting and configuration support for client desktop and networking environment.
Handling incoming incidents via the phone / e-mail / helpdesk tickets promptly and effectively.
Take ownership of a call and seeing it through to closure.
Escalating calls and issues where necessary to senior managers & team leaders.
Investigating and implementing ways of reducing calls to the Help Desk.
Configuring Cisco phones in CUCM.
Updating support documentation.
Answering & responding to all calls & requests within agreed time scales.
Keeping customers updated as to progress.
Assisting system & network team in their project implementation.
Asset management of all IT equipment.
Communicating with vendors.
Canon MPS, RPS troubleshooting in printer server.
Provide IT support (Onsite and Remote) and solutions for servers, desktops, Laptops, antivirus, PABX, backup, switches routers to company customers. Doing IT projects including consulting and implementing IT infrastructure for newly open offices and upgrading the IT infrastructure for existing offices. Supervising and coordination with customer in structured cabling projects for DATA, Voice and CCTV.
Academic: • B.Tech in computer science from Allahabad university • Microsoft Certified Professional. Certification number: E769-2750 • Microsoft Certified Solutions Associate. Certification number: E772-2787 • Microsoft Certified Solutions Expert. Certification number: E787-5981 (Server infrastructure) • Cisco Certified Network Associate Certified. Cisco ID: CSCO12635032