IT Help Desk Senior Specialist
DBSchenker
Total years of experience :18 years, 3 Months
a-Help Desk: -Provide assistance concerning the use of computer hardware & software, including printers, e-mails and operating system (Windows 7, Vista and XP). -Answer user inquiries regarding computer hardware & software to resolve incidents. -Provide day-to-day technical & functional expertise to end users. -Specify users and user access levels for each segment of supported application. -Register & clarify received incidents & undertake an immediate effort to successfully restore a failed service and minimize service breaches. -1st level Support for HO (Head Office) in addition to 2nd level support for HO and branches (remotely). -Escalate open incidents that have not been resolved higher level technical support. -Complete required documentation and process flow as per process manuals & guidelines. -Develop training materials and train users in proper use of hardware & software. -Support Company Apps. b-System Admin: -Manage an Active Directory (Server 2003). -Manage ISA server. -Manage Exchange server. c-Network Admin: -Rack installation & Labelling. -Support Network LAN/WAN connections.
-My key responsibilities are: a-Help Desk: -Provide assistance concerning the use of computer hardware & software, including printers, e-mails and operating system (Windows 7, Vista and XP). -Answer user inquiries regarding computer hardware & software to resolve incidents. -Provide day-to-day technical & functional expertise to end users. -Specify users and user access levels for each segment of supported application. -Register & clarify received incidents & undertake an immediate effort to successfully restore a failed service and minimize service breaches. -1st level Support for HO (Head Office) in addition to 2nd level support for HO and branches (remotely). -Escalate open incidents that have not been resolved higher level technical support. -Complete required documentation and process flow as per process manuals & guidelines. -Develop training materials and train users in proper use of hardware & software. -Support Company Apps. b-System Admin: -Manage an Active Directory (Server 2003). -Manage ISA server. -Manage Exchange server. c-Network Admin: -Rack installation & Labelling. -Support Network LAN/WAN connections.
(responsible for 8 companies )
