Ian Franco

Technical/Help Desk Support at Century Financial Brokers

• United Arab Emirates - Dubai
• My current job since July 2010

Provided first-level technical support for IT infrastructure supporting 120 employees and numbers of clients locally and overseas. Challenged to provide timely resolutions to support company application users.

• Achieved highest level of productivity, handling local and overseas calls per week

• Earned solid reputation for resolving complex issues and providing exceptional customer service

• Promoted to assume additional responsibilities as Technical Support/Helpdesk, providing expert guidance to users and clients

• Assisted users with policies and procedures for setting up conference calls, new accounts, web/network and presentations

• Provided special assistance to key departments including dealing room, marketing, trading and executive department

• Provided computer help desk support via telephone communications with end-users

• Escalated issues as needed and maintained communication with users and clients. Extensively utilized remedy to record and track issues

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists

• Worked independently on Saturdays and Sundays, providing sole support for local and international operations

• Back up and disaster recovery plans for all systems

• Schedule appointments for repairs to desktop PC

• Monitored and set security policies on information system

• Ensure security and authorized compliance on each desktop PC

• Assisted users and clients with installing anti-virus protections, soft wares and other applications. Upgrade system as needed.

• Daily, weekly and monthly maintenance for all the user’s system

• Providing monthly attendance report for all users