Senior Desktop Support
Reach Group
Total years of experience :7 years, 9 Months
dedicated to work with Tawazun and its Tenants
Resolving both Incident / Service request according to the SLA’s
•Ensuring migration of all Blackberry Users to “Enterprise for Good” Application and configuring the Domain Mail Account
•Handling HP, Canon, Kyocera - Printers, Photo Copiers and MFD’s
Accomplishments:
•Played a vital role in handling Windows 7 Deployment for all FGB employees
•Ensured that teaming project activity is done for nearly 25 servers in FGB Data Centre
with ITIL Process
Joined as Analyst EUC and promoted as a Specialist EUC
Role:
•Involved in:
•Responding and registering the calls; executing 1st attempt to solve the service calls
•Referring service call to the appropriate Resolution owner support group
•Keeping the track of the process of a owned service call during entire life cycle
•Handled communication (internally / externally) about Service Calls, e.g., communicating the status of the service call directly with the customer or broadcasts to larger Audience as per defined SLA
•Oversaw the entire work request process ensuring adherence to SLA
•Planned and executed work requests such as setting up NT/Outlook accounts as per SLA
•Coordinated with the SMEs and the client during severities and updating the business by sending email communications
•Recognized and took responsibility of high priority tickets liaising with concerned teams and communicating with affected users
•Facilitated first level support for the finance application Elite
Accomplishments
•Received appreciation by the customer for attaining the goals and learning quickly
•Holds the distinction of developing a complete Knowledge Base for the Service Desk with lots of documentation about the applications supported
. in