IT Support Engineer
Microbyte
Total years of experience :13 years, 10 Months
• Manage Backup using Backup radar, Ahsay Backup, Trilead VMX and Veeam.
•Deployment and maintenance of Webroot.
• Windows Server and administration which includes active directory, security permissions, managing users accounts and profiles, shared folders, printer configurations & implementing GPO and maintenance of disk spaces.
• Office 365 administration and outlook 2016 installation and troubleshooting
• Worked closely with network admin to make sure IT equipments are in line with standards
• Troubleshoot 3rd party software that is being used by clients such as Freshware, Lakeview and
Sage
• Installation of 3rd party software
• Troubleshoot Broadband, RDP, VNP and RDGW connection issue
• Troubleshoot Server performance issue.
• Installing and configuring computer hardware operating systems and applications
• Implementation and maintenance of company approved anti-virus.
• Windows Server and administration which includes active directory, security permissions,
managing users accounts and profiles, shared folders, printer configurations & implementing
GPO.
• Office 365 administration and outlook 2016 installation and troubleshooting
• Firewall management such as implementation of SSL VPN, application control, IPS and web
filtering. Integration of FSSO and LDAPs in the firewall.
• Monitoring system health (switches, firewall and servers) thru PRTG monitoring tool using SNMP.
• Server data backup, office LAN setup, coordinating with suppliers & Inventory of IT assets.
• Talking to staff through a series of actions, either face-to-face, over the telephone or through the
ticketing system to resolve issues IT related issues.
• Conducts product sales/technical training for both partners and end users/clients.
• Performs demo and PoC (Proof of Concept) for specific features the client wants to attain.
• Provides BOM (Bill of Materials) to partners based on end-user’s requirements.
• Provides support to partners but not limited to network design, configurations and installations
• Conducts product presentation to clients and helping them with their requirements by giving
technical suggestions and proposals
• Point of contact for on-site and remote users for problems and inquiries.
• Grant users read & write access to network folders in Active Directory 2008 R2.
• Assist in setting up email distribution lists in MS exchange server 2010.
• Incident Management using OPSCON protocol
• Monitors systems alerts using Solarwinds
• Use remote access software tools for fault diagnosis and resolution
• TCP/IP troubleshooting and assists end users in OS and software installations
• Provide quality support for network connectivity, general PC, smartphone/tablet and printer
support
• Logging all help desk calls or email requests into the ticketing system.
• Provide quality support for network connectivity, general PC, smartphone/tablet and printer
support
• Router setup for medium and business clients
• TCP/IP troubleshooting & assists clients in router configuration including static IP addresses
• Perform tests for network outages and escalate to onsite technician if necessary
• Troubleshoot, diagnose, and isolate hardware computer issues
• Email setup and troubleshoot email issues (Outlook 2007, 2010)
• Troubleshoot, diagnose and isolate multiple variations of internet connectivity issues and
processed part replacement if needed.
• Handles most commercial routers and switches from LAN to WLAN connections for 11b, 11a, 11g
and N modes including wireless security, MAC filtering, port forwarding & wireless protected
setup functionality
• Performs basic phone troubleshooting, investigate, and resolve customer’s questions to maintain customer satisfaction and ensure retention.
• Process new orders and bill payments
• Answers questions regarding credit applications, correct credit ratings and handle payments and refunds to improve customer service and satisfaction
• Handles problems regarding reservations like flights, cars and hotels.
• Deals with general reservation inquiries as well as answering guest questions and dealing with complaints