Desktop Support Engineer
Computer Network Systems
Total years of experience :17 years, 1 Months
Sr Desktop engineer supporting multiple clients.
Dealing with the below systems on a daily basis:
Service Now, AD Manager, Cisco Prime, Call Manager, SAP ERP, RSA Console, Print Servers, INEWS, VPMS, MS SharePoint, SCCM,
EMC AVAMAR, MS Lync Server, Bomgar, Symantec enterprise vault.
Dealing with the below technologies on a daily basis:
LogRytham, FireEye, Sophos
Providing the remote support for the end-users in EMEA, AFME, APAC, and Americas Regions.
Performs remote troubleshooting and resolution to address various network related issues on client networks.
Provides after hours and weekend on-call support as needed.
Creates Procedures Documents and guides as necessary and Documents standards and procedures.
Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.
Customize desktop hardware to meet user specifications and site standards.
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network.
Develop trends by monitoring and analyzing incoming calls, problems and support requests.
Familiarize end users on basic software, hardware and peripheral device operation
Troubleshooting and Configuring (Exchange & FTP & Citrix & VPN & RSA & EZcom ) accounts.
Providing Mobile support for iOS and Android and all other mobile platforms.
Onboarding new users & Communicate clearly with the end users who may not be a technology savvy.
Carry out incident/problem management in line with ITIL processes.
Respond to Incidents/requests for technical assistance in person, via phone, web tickets and Emails, within agreed SLA's.
Creating & modifying accounts/Groups in Active Directory.
Out Source IT Support Engineer At Ministry Of Culture and Sports Project” -QATAR .
Hardware and software Support for all of the Ministry sections and troubleshooting.
Printers and Scanners troubleshooting.
Network troubleshooting.
Desktop and laptop troubleshooting.
Handling calls from users and provide support.
Opening and handling Tickets Using CRM Ticketing system.
Handling mails from users and support them.
Was responsible for Desktop and Laptop maintenance, reassembly and software installation.
In site troubleshooting for our Clients and maintenance for desktop, laptop, printers, scanners, network as agreed with them in Maintenance Contracts between us.
Handling Calls and emails for supporting User.
Handling tickets on CRM ticketing system and updates.
Company representative for new technical support and maintenance contracts interviews.
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