Technical Support Engineer
Kaspersky Lab.
Total years of experience :13 years, 1 Months
•Provide customers with best in class support.
•Provide technical support for Kaspersky Lab corporate product line via, email, web, and chat.
•Identify and troubleshoot software and system issues/errors.
•Prioritize issues based on level of security threat to customer systems.
•Keep up to date on technologies used by customers.
•Maintain accurate, complete and up to date call and activity records.
• Provided 1st and 2nd level operational support for all leased line customers that use Microwave Technology, such as Redline, Giga beam, bridge wave and Nera, (Implementation, Installation & Troubleshooting).
• Installed, supported and maintained new server hardware and software infrastructure.
• Planned and evaluated and supervised the execution of network maintenance activities.
• Monitored network usage for infrastructure components and reported usage to IT and business leaders.
• Suggested and provided IT solutions, including problem resolution management improvements.
• Ensured all network equipment complies with industry standards.
• Analyzed and resolved network issues, ranging from end-user issues to a major system crash.
• Undertook a routine preventative measures to guard against network security preaches.
• Provided training and technical on-boarding for new employees with varying levels of IT knowledge.
• Supervised cross-functional staff members, such as help desk technicians, etc.
• Served a liaison between the company and its partners and suppliers.
• Managed supplier faults and coordinated field services. Escalated potential service issues to the Operation Center Director.
• Prepared training materials and provided training to Customer Service staff.
• Introduced and implemented new customer service processes.
• Improved system documentation and introduced new materials to steam-line the sys admin work.
• Improved customer’s satisfaction by 3 folds and reached 4.5 out of 5 satisfaction
• Configured WiMAX VPN customer’s branches.
• Configured WiFi customer’s routers if needed.
• WiMAX setup, including resolution for CPEs Routers, and Switches
• Support customers with IPCop, and VPN setup including resolution for servers and routers
• Email setup, including problem resolution for outlook and other web-based email applications
• Problem resolution for modems, routers, and switches for customers with ADSL setup
• Internet Dial-up connection, setup and support
• Supported customers set up and configure and troubleshoot their in-home networking equipment, including ADSL and cable modems, routers (wired/Wireless), and switches.
• Supported customers set up and configure and troubleshoot their email including outlook and other web-based email applications.
I graduated with the knowledge and the skills to effectively lead diverse teams and organizations, apply critical thinking and problem-solving skills to business challenges, analyze financial data and operate strategically within the framework of markets, technology, and resources, and demonstrate cultural competence in diverse organizational settings.
This option prepared me to maintain network hardware and software so that people within the organization receive timely and accurate information. Using cable, fiber optics, or wireless communications, the option prepares students to configure, manage and maintain a company’s computer networking infrastructure. The option emphasizes networking technology for local area networks (LANs), and for connecting to larger networks (WANs) and to the Internet.