IT Support Engineer
Ahmet Bilal General Trading L.L.C (APBAY Smart Kiosk)
مجموع سنوات الخبرة :6 years, 7 أشهر
Responsible for assembly, commissioning, calibration and installation of payment machines.
•Monitoring Kiosk and taking appropriate action before meets deadline
•Maintaining and troubleshooting of kiosk including parts such as PCs, routers, printers, cash acceptors etc
•Warehouse administration like preparing and arranging of stocks, and securing items.
•Supporting and coordinating other technicians regarding on site troubleshooting.
•Providing technical training to other technicians and clients.
•Upgrading machine parts and updating firmware and software applications
•Maintaining effective records on equipment logbook on equipment failure, investigation and corrective action taken.
•Performs functional testing, interpretation and analysis of results of tests
•Involved in designing, implementation and installations of new or existing Kiosks
Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
•Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
•Supervise complaint ticketing system and follow timely resolution of all work orders
•Install, test, maintain and troubleshoot end user workstations and interrelated hardware and software
Recommend and apply solutions, including on-site repair for remote users
•Setup, deployed, and maintained of end-user machines
•Maintained Help Desk specific applications and assisted in refining procedures
Managed and Administered Windows XP Windows 7 And windows 8 workstations and laptops
•Assisted company personnel with support on both hardware and software related issues
•Supervised and performed the installation IT equipment’s, system software and desktop computer
•Planned routine repairs and/or system upgrades
•Provided employee training and instruction (presentations) regarding basic support and quality standards.
•A leading member of Operational and User Support group; providing support to bank wide users on a day to day productivity.
•End to end Desktop System Upgrade support. RAM, Software, Disk, and OS maintenance.
•Providing workarounds using problem solving techniques in order to restore service as quickly as possible.
•Updated management on a regular basis through reports, email, and presentations.
•Made use of The Helpdesk system to make workload prioritization.
•Deployment of packages, patch deployment and user support through SCCM console
•Desktop Image update and maintaining
•Documented and maintained a supply of all required inventory
•Performed regular maintenance of company peripheral devices - network printers and scanners
•Creating and supporting access related issues on workstation/Laptop
•Performed technical support, including escalation of problems and incident identification with subsequent resolution.
•Imaging workstation via Norton ghost, acronis true image application
•Installation and configuration of network based printers and MFP devices
•Ensured functionality of desktop systems throughout departments by regular checks and maintenance
•Coordination with IT vendors
•Setup and troubleshooting for Avaya IP Telephony systems
•Setup and troubleshooting of branch advertising iPad
•Support for kiosk billing systems
•Maintain and update records of bank’s ATM machine transactions across the UAE and compiling the statistics for monthly review.
•ATM monitoring and taking appropriate action before meets deadline
•Act on ATM issues on the basis of NMS Alerts (Nagios), Branch custodian’s calls, Customer complaints and Ewdit monitoring report.
•Prepare Change Requests and TMK (Terminal Master Key) handling form and install the TMK component in ATMs, remotely support the ATM from the ATM server.
•Coordination with the ATM security companies (TG or G4) and proper follow up for the closure of ATM issues.
•Updated users on maintenance tips for prolonged service life of machines.
•Deploying ATM advertises screens.
in Desktop support for a financial organization with user base of 700+, and 130+ ATM’s, 80+ Kiosk
•Provide investigation, diagnosis, resolution and recovery for hardware/software problems, and working within the Service Level Agreements set with the various business units in the Bank.
•Final escalation point for any Desktop, Laptop, Printers, Scanners, ATM and Kiosk related issues.
•In-depth understanding of endpoint anti-virus solutions.
•Expertise in providing on-site and off-site support and generating reports from ATM, resolving technical issues and repairing ATM, retrieving, maintaining records from ATM server and Vendor coordination.
EDUCATIONAL QUALIFICATION SSLC