IT Analyst
Caterpillar
مجموع سنوات الخبرة :11 years, 7 أشهر
•Working on contract at Caterpillar - Dubai under the payroll of TechCapital I.T FZE.
•Acting as a sole point of contact for all Information Technology related activities in Caterpillar Dubai offices including CSARL, CAT Propulsion, and MAK.
•Administered and managed company’s IT environment and assets. Performed hardware and application support to end users through calls, remote and site/desk visit.
•Build desktops and laptops, pushed windows 7 and 10 images to them.
•Managed meeting rooms, projectors, printers, audio systems, TV connections etc.
•Logged and documented every call or email with a detailed ticket of the incident or request.
•Distributed tickets to various teams to our level two support so the issue could be addressed.
•Maintained inventory of all the IT assets.
•Assisted business unit in setting strategies, developing requirements and evaluating solutions along with the Global IT team.
•Took IT inductions for all new employees.
• Performed basic troubleshooting procedures on iOS devices and MAC OS Computers
• Monitoring backups processes on different backup interfaces (NetBackup, Veeam).
• Diagnose and troubleshoot backup and device failures, attempt resolution in accordance with documented standard operating procedures and troubleshooting guides.
• Assisted in acquiring and retaining product authorizations, such as Apple, Dell, Epson, Lenovo etc.
• Answered questions from Sales & End User Customers involving hardware bids and/or proposals.
• Negotiated special pricing with Lenovo, Apple and others to support all major hardware procurement.
• Developed and maintained a level of expertise in general knowledge of hardware products and the computer industry. Kept up with trends, products and services that our customers were likely to be interested in.
• Researched new products and vendors to fulfill requests for hardware products not currently carried by the company.
* Providing a 24*7 Global Technical support and provide technical solution to clients based across the Geographical location of USA through Remote desktop. * Administered Windows Server Domain and Exchange for user account multiple domain forest, including Group Policy, creation and deletion of user accounts, managing access controls, and domain structure configuration. * Responsible for mailbox creation/updating/relocating, group mailboxes, and distribution lists in Microsoft Exchange, Office 365, Intermedia exchange etc. * Managed user moves including exchange mailbox, person network folder, Profile creation and transfer, AD organizational Unit relocation through Active directory and Exchange. * Managing all problems\issues related to windows profile, Microsoft Office and Miscellaneous Applications along with any other OS level issues & Desktop PC Maintenance. * Performed system optimization and performance scans with basic troubleshooting on MAC Operating system. * Documentation of step by step resolution given to customer for future reference and Quality evaluation * Acting as the first level of contact and the primary level of diagnosis to Optimize systems performance and spool utilization. Responded to system hardware/software error messages, storage and hardware configuration problems.
• Primary Technical support through Remote for users facing issue with company related websites and other software products such as Lemon, Accusoft, outlook and other Microsoft products etc. • Updating and configuring software products such as Java, Adobe products, Microsoft Framework, Microsoft products etc • Managing user policies and enabling/disabling accounts in Active directory. • Receiving user’s calls through phone and emails and assigning it to engineers if not solved through Remote Support. • Keeping a track of Software licenses and other privileges used by company. • Maintaining Invoice, PO and take necessary follow-ups and approvals till closure. • Maintaining daily call report and end of the day submitting it to senior. • Successfully managing various Vendors for warranty support calls. • Maintenance and Updating IT inventory for 250 plus users
• Responsible for providing solution to Royal Bank Of Scotland(RBS) employees facing issues related Bank applications in different domains related to bank.
• Handling and troubleshooting bank applications and other software related queries through remote assistance
• Acting as the first level of contact and the primary level of diagnosis for bank users facing issue.
• Track record with working with end users
• Hands on experience in responding, tracking and following up to telephone, emails and end user requests for the support.
• Attended regular technical and communication training session
Job Profile:
• Managing Smart Class project networks, an audio and visual way of teaching students though LCD screen and interactive boards mounted in each class.
• Training to fellow teachers to use Smart Class environment.
• Imparting basic training to teachers regarding basic computing and other computer software’s.
• Maintenance, making reports and escalation works.
• Server maintenance and updating software, and maintaining all systems installed in client’s premises.
• Communicated with engineering groups, finance department and senior management on daily departmental operations
• Responsible for identifying and problem solving system issues, e.g. correct inventory records, with recommendations to management
• Analyzed and balanced exception reports between multiple systems of inventory records
Name of the Course Name of the Institute Percentage Year T.Y.B.Sc (IT) Lords Universal College 60.00 2010
HSC ST Thomas junior College 55.50 2007
SSC Holy Angel High School 69.50 2005