End User Support (KFH bank)
International Turnkey System (ITS)
Total des années d'expérience :16 years, 11 Mois
• Troubleshooting and supporting PC hardware issues.
• Supporting and troubleshooting MS Software remotely by Remote Desktop Connection.
• Managing the calls and track the IT cases.
• Keep the KPI level on the Standard level.
• Follow procedures and policies of KFH’s IT department.
• Following up Urgent Cases to avoid SLA Penalties.
• Install and Troubleshooting KFH’s applications,
• Installing and Implementing Client PCs and Printer Devices.
• Administrate the MS SCCM system for deployment.
• Administrate the IVANTI system for patching.
• Administrate and configure Skiplino system.
• Sharing our team in maintaining (MS Active Directory 2008, DHCP, and Exchange Server 2008).
• Troubleshooting small DSL Router or Modem.
• Installing and Implementing Client PCs and Printer Devices.
• Installing MS Windows Vista and MS Office 2007.
• Instructing the employees to solve the common problems in the software applications.
• Administrate the Websense to monitor the internet traffic of the company.
• Create users and add/remove the authorities for VIVA employees on Tabs application.
• Managing the calls through HP SM/ Remedy Web-Based System and supervising the shift team at VIVA.
• Supporting and troubleshooting MS Software remotely by Remote Desktop Connection.
• Managing the calls and track all the IT cases.
• Handling procedures and policies of VIVA’s IT department.
• Reporting Outstation Cases to the Outsource Engineer and following up the acknowledgement.
• Escalate the case to the 2nd level Support Team.
• Following up Urgent Cases to avoid SLA Penalties.
• Keep the KPI level on the Standard level.
• Generate monthly/weekly reports requested by IT management.
• Administrate the HPSM system.
OPERATING SYSTEMS & TECHNICAL SUPPORT:
• Monitoring and Reporting all Kuwait Airways N/W and following up within NCC.
• Hardware, Software and Network Troubleshooting.
• Sharing our team in maintaining (MS Active Directory 2003, DHCP, and Exchange Server 2003).
• Troubleshooting small DSL Router or Modem.
• Installing and Implementing Client PCs and Printer Devices.
• Installing MS Windows Vista and MS Office 2003
• Maintaining Peripheral Devices like (Document, Telex, and Ticket Printers).
• Instructing the employees to solve the common problems in the software applications.
Help Desk MANAGEMENT:
• Tracking all Kuwait Airways N/W and following up with ISP.
• Managing the calls through Remedy Web-Based System and supervising the shift team at KAC-HIT.
• Supporting and troubleshooting Aviation Software like (Aviva - Travsys Comms Client Pro) remotely by Remote Desktop Connection.
• Supporting and troubleshooting Burgan Bank 3rd Party Software and OS remotely by VM Ware.
• Managing the calls through Track IT Desktop Application at Burgan Bank.
• Handling procedures of Network Control Center - Call Center like monthly rooster, reference of the shift and Remedy 3rd Party System modifications.
• Reporting Outstation Cases to the Outsource Engineer and following up the acknowledgement.
• Escalate the case to the 2nd level Support Team if the Support Engineer failed to solve the problem.
• Following up Urgent Cases to avoid SLA Penalties.
• Support Engineer in Kuwait Airways Co. for Microsoft Products and Third Party Software
