Deputy Manager - VoIP & Helpdesk Support
EFU Life Assurance Limited (Pakistan’s Largest Insurance Company)
Total years of experience :14 years, 5 Months
• Providing support to corporate head office and several branch offices users to ensure that the issue should be resolved within defined TAT.
• Configuration and maintenance of Desktop, laptop, servers, file server, printer servers, printers and other peripherals.
• Installation, Configuration & Maintenance of multiple operating systems including Windows 7/10, Windows Server, MAC OS, Linux, etc.
• Installation and configuration of application software including Microsoft Office, Office 365, Outlook and other software.
• Coordinate with 3rd party vendors to compete for better pricing, procurement, support and warranty claims.
• Managing and administering assets record and Inventory Management System.
• Implement procedures to improve remote technical support, reducing time spent on each call and related outages.
• Install, manage and administrator Asterisk based VoIP PBX i.e. Elastix.
• Prepare desktop or laptop with all aspects for new users and provide the orientation to new users.
• Preparing and maintaining procedures and guides for end-users, IT staff and guests.
• Coaching & training of end users to enhance their IT skills.
• Plan preventive maintenance for IT equipment.
• Plan, design and implement new technologies to meet business needs and ensuring high availability and continuity of all systems and infrastructure.
• Structure cabling and the configuration of network and wireless devices.
• Management of CCTV System.
• Execute servers and users backup on Daily, Weekly & Monthly basis and ensure the safety of important data.
• Planned, designed and implemented new technologies to meet business needs and ensuring high availability and continuity of all systems and infrastructure.
• Administration of Active Directory, DNS, DHCP, File Server, Proxy Server, Print Server, etc.
• Servers and Users backup through Symantec Backup Exec 2015 on Daily, Weekly & Monthly basis.
• Supervised Helpdesk support team and ensure timely delivery of services to users.
• Managed data center environmental factors like Fire separation system, UPS, Precision Cooling, Access control, CCTV, etc.
• Managed IP-PBX telephony solution i.e. Trixbox and FreePBX.
• Managed Dial Plans, SIPs, Trunks, Routes, Custom Context, IVR, MoH, Ring Group, etc.
• Configured and deployed of different IP phones including Cisco, D-link and Grandstream.
• Coaching & training of team to enhance their skill set to achieve better quality of services to users.
• Managed Information Security function in accordance with established policies and guidelines.
• Monitored internal control systems to ensure that appropriate information access levels and security clearances are maintained.
• Maintained inventory of all software and hardware equipments.
Information Technology