Mohammad Jaffar Cali

• Acting as the first point of contact for all IT & technical queries.
• Handling incoming request via the phone or e-mail promptly and effectively.
• Diagnosing and resolving a wide range of technical issues over the phone, via remote desktop or face to face.
• Take ownership of a request and seeing it through to closure.
• Investigating and implementing ways of reducing requests to the IT service management system.
• Ensuring that all incident/service details are captured and entered in the IT service management system.
• Updating support documentation. Answering & responding to all calls & requests within agreed time scales.
• Keeping user updated as to progress.
• Responsible for installation and configuration of desktop, laptop, mobile devices and networking infastructure.
• Perform routine backups & archival of files to assist with disaster recovery.
• Purchasing of IT Equipment and software.
• Provide resolution & diagnostics of hardware, software, mobile devices, printers and networking infrastructures.
• Communicating with third party technical specialists.
• Identifying & reporting on the budgetary implications of IT projects and upgrades.
• Installing and deploying new hardware and software systems.
• Involved in the rollout of software updates and patches.
• Maintaining up to date Antivirus levels on all machines.
• Developing the infrastructure and systems to meet the companies needs.
• Configuring and managing backup & restore procedures.
• Installation and support of telephone equipment.
• Working closely with software suppliers/vendors to resolve operational issues.
• Responsible for supporting/resolving/installing/configuring: Windows XP/Vista/7/8/10, Office 2007 and 2010, Windows Server 2003/2008, Android, iOS Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, Wireless AP/Router, Switch and Firewall Configurations, HP/Kyocera/Xerox/Brother MFP and personal printers, Time attendance management system, Panasonic PBX telephone system (kx-tda 100), CCTV System.
• Performs other related duties as assigned.

• Install, configure and upgrade of computer hardware, software, systems, networks, printers, scanners and peripherals;
• Diagnose, investigate, maintain, troubleshoot and replace of computer hardware, software, systems, networks, printers, scanners and peripherals;
• Planning and undertaking scheduled maintenance, updates and upgrades;
• Talks to clients and computer users to determine the nature of problems;
• Conducting electrical safety checks on computer equipment;
• Configuring and managing backup & restore procedures;
• Maintaining a log of all problems detected and records of software licenses;
• Assessing individual/group training needs;
• Manage stocks of equipment, consumables and other supplies;
• Budgeting for equipment and assembly costs;
• Testing, Implementing and evaluating new technology;
• Remove viruses and schedule scanning of malwares;
• Provide network accounts and passwords as required;
• Manage and configure Group Policies on local server;
• Identify and prepare hardware for disposal when appropriate;
• Ensure hardware is stripped and secured before disposal;
• Configuring and maintaining Security Surveillance Systems Hardware and Record Backups;
• Configuring and maintaining Time Attendance System, Hardware and data backups;
• Performs other related duties as assigned.

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Performs other related duties as assigned.