IT Technical Support Engineer
FAWAZ TRADING AND ENGINEERING SERVICES CO. LLC
Total years of experience :9 years, 8 Months
• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Delivered Tier-3 support and SME input to internal and external customers.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provided documentation on troubleshooting of technical processes to support desk staff.
• Promoted efficiency among departments with prompt resolution of system issues.
• Configured hardware and granted system permissions to new employees.
• Submitted service tickets for equipment maintenance requests.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Developed tools to lessen or eliminate operational burdens for teammates, expediting initial development and software patch iterations.
• Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Collaborated with outside departments to implement system-wide improvements.
• Configured hardware, devices and software to set up work stations for employees.
• Performed root cause analysis and general troubleshooting.
• Monitored systems in operation and quickly troubleshot errors.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Helped streamline repair processes and update procedures for support action consistency.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Rolled out software updates and applied server patches to thwart threats from penetrating networks.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Served as primary point of contact for support relating to owned solutions.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Configured hardware, devices and software to set up work stations for employees.
• Provided basic end-user troubleshooting and desktop support.
• Performed tests of functionality, security and performance of different workstations and devices.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Assisted with updating technical support best practices for use by team.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Configured hardware and granted system permissions to new employees.
• Compiled and accurately entered data for each customer encounter to record in system.
• Monitored systems in operation and quickly troubleshot errors.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Patiently walked individuals through basic troubleshooting tasks.
• Activated accounts for clients interested in new services.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Master of Information Technology (Multimedia) from University Industry Selangor , Malaysia in 2013
• Bachelor in Electrical and Electronic Engineering (Computer Engineering) from University of Science & Technology , Sudan in 2007