IT Helpdesk Tier 2 Support
CME Offshore
Total years of experience :6 years, 9 Months
• Responding to queries via email and phone
• Diagnosing system errors and other issues
• Providing technical assistance for questions and problems, and resolving problems with networks and other
computer systems
• Remotely accessing hardware or software for clients to make changes and fix problems
• Following up with customers to ensure full resolution of issues
• Writing, editing, and revising training manuals for new and updated software and hardware
•Install, maintain, support and update all Microsoft Windows operating systems for all PCs and Servers
• Support and manage LANs, WANs and Internet systems
• Maintain data security and ensures integrity, protection of all client information
• Assist other team members in providing Help Desk support
• Troubleshoot and maintain Hardware, Software and Network Problems
Planned and Executed a $1M+ Project “IT & Security Equipment” for a National Security Organization.
Planned and Executed several projects for Governmental Organizations.
Planned several projects for International Security Organizations.
Project Engineering:
• Developing project objectives by reviewing project proposals and plans
• Determining project responsibilities by identifying project phases and elements
• Determining project schedule by studying project plan and specifications, calculating time requirements and sequencing project elements
• Controlling project costs by approving expenditures and administering contractor contract
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Tendering Engineering:
• Interfacing with major national and international customers
• Managing associated cost preparation responsibilities
• Building and maintaining pricing / estimating databases
• Preparing tender documentation including technical & commercial proposals
• Identifying opportunity and risk during the tender process
• Submitting completed tender proposals to meet customer deadlines
• Attending clarification meetings with client when required
• Completing tender follow-up and negotiations.
• Preparing and delivering technical presentations explaining products or services to customers and prospective customers
• Conferring with customers and engineers to assess equipment needs and to determine system requirements
• Securing and renewing orders and arrange delivery
• Planning and modifying products to meet customer needs
• Helping clients solve problems with installed equipment
• Recommending improvements to customers, showing how changes will lower costs or increase production
• Researching and identifying solutions to software and hardware issues
• Diagnosing and troubleshooting technical issues, including account setup and network configuration
• Talking clients through a series of actions, either via phone, email or chat, to solve a technical issue
• Properly escalating unresolved issues to appropriate internal teams (e.g. software developers)
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide accurate tech solutions
• Preparing accurate and timely reports
• Documenting technical knowledge in the form of notes
