IT-Technical Support Engineer
Wipro
Total years of experience :24 years, 4 Months
• Ensure all issues are properly logged
• Prepare accurate and timely reports
• Maintain jovial relationships with clients
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time
• Document technical knowledge in the form of notes and manuals
• Research and identify solutions to software and hardware issues
• Properly escalate unresolved issues to appropriate internal teams
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Refer to internal database or external resources to provide accurate tech solutions
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Acting Team leader when required in case of, sick leave & annual leave
• Manage and monitor service level performance through service level agreements.
• Log and document all IT enquiries in the system for support tracking and analysis
• Proven track record of successfully finding the root causes of problems, resolving them or forwarding suggestions for improvements.
• Troubleshoot and resolve infrastructure issues relating to hardware, network, Windows 7, 8, 10 operating system, Microsoft Office and business applications.
• Ensure all issues are logged and take responsibility for ticket closure and timely resolution, escalating decisively where required.
• Work closely with various support teams within 3rd-party Integrated Support Providers (ISPs) to meet users' requests and issues.
• Coordinate the onboarding of new users in access permission, hardware setup and IT essentials.
• Prepare and communicate system outages and maintenance notices in clear and concise sentences.
Document and update technical support processes and user guides
• Planning/installing/configuration/ computer hardware, network points, Network printer & Scanners, working closely with various vendors and ensure minimum disruption to the users.In accordance with Service Levels.
• Troubleshoot and resolve Desktop software, business applications, Peripheral and handheld mobile device issues. Remotely Using Service Centre Systems and Desktop Management Toolsets.
• Assist with Server, Network, Backup, UPS, and IP Phone device troubleshooting, install, move and remove. Consulting with customer IT management to reach resolution of complex issues and liaising with 3rd Party vendors as and when required.
• Under direction, assist with onsite investigation/resolution of LAN, WAN, Server, UPS and IP Phone device issues including field installment/replacement, as required.
• Repairing broken Windows Management Instrumentation (WMI's)
• Close coordination/assistance to Network Management Department (NM1) for any onsite node down issues, including basic troubleshooting, resetting routers/switches, etc.
• Close coordination/assistance with Problem Management for identification and resolution of issues reoccurring for multiple users by developing, applying and evaluating break fixes.
• Timely and accurate documentation of work performed, to the standard required and using the systems, processes and/or methods specified. This includes system documentation, ticket updates and time reporting.
• Install, configure and troubleshooting Desktop including peripherals, handheld, Multifunctional Devices (MFD's).
• Participate in Project activities, as required (e.g. Win 8 Upgrade project).
• Timely and appropriate escalations and ensuring the customer is updated in a timely, consistent and professional manner.
• Proactively identify inefficient procedures, processes or systems, propose and implement improvements, including creating/updating procedures and processes.
1. Main Domain Controller, DNS, DHCP, GPO,
Backup storage 500 GB + File & Print Server
2. IIS server for hosting and SQL Database,
Internet Authentication Service (IAS) Server
3. Terminal Services Server, for 20 Applications serve up to 200 concurrent
Connections
4. System Security server support online camera to cover all company and
Showrooms
Web site: www.almohandes.com, www.marwanashour.com
System Administrator of the On-Air System for Broadcasting and SMS Serves
Web site: www.melodyhits.tv
Network Infrastructure
25 clients Computer with two servers
1- Domain Controller for (DNS, DHCP, GPO)
2- IIS server for hosting and SQL Database
Web site: www.charisma.com.eg
Based on system analyses Technology to achieve the best solution in a software system for the out door sales, marketing department, technical audit and assessment department
B.Sc. Computer Science and Management Technology, Modern Academy for Computer Science and Management Technology Cairo