IT Support Executive
United Aviation Services FZCO
Total years of experience :9 years, 8 Months
•Oversee and update assigned support service requests.
•Handle daily technical support activities on desktop support, data network and server management.
•Setup desktop computers and peripherals and test network connections.
•Install and test desktop software applications and internet browsers.
•Test computers to ensure proper functioning of computer systems.
•Train end users on usage of computer hardware and software.
•Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.
•Escalate the IT issues to Administrator or Manager.
•Adhere to policies as per corporate manuals and directives.
•Extend computer support for systems’ software and hardware.
•Setup computers and install software for various applications and programs.
•Interact with staff on desktop problems and their resolution.
•Network and connect computers within organization to better communication.
•Order or buy computer systems and liaise with purchase and supplies department.
•Maintain the inventory of the IT equipment’s.
•Creating tickets for each user’s IT related issues. This helps our team to address each concerns more easily.
•Setup, diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
•Perform regular maintenance to ensure that networks operate correctly
•Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems
•Responsibility for documenting the configuration of the system
•Performing routine audits of systems, hardware’s and software
•Responsibility for local and network security, establishes system specifications by conferring with users; analyzing workflow, access, information, and security requirements
•Performs first level troubleshooting, analysis, and provides high quality solutions for technical issues
•Assist global users from various issues remotely
•Add and remove applications to Citibank machines and VDI’s using active directory
•Assign VDI’s to global users and provides support using VMWare and Vsphere
•1st line technical support; answering support queries via phone, email and remote
•Installation and Configuration of Application
•Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT Groups
•Notify all appropriate Offices through clear email notices for any scheduled maintenance or serious service issues
•Ensure to support in proper time to maintain the stability of user’s using Virtual Desktop, Desktop and Remote Computing Tools
•Accepting Inbound Calls of seven (7) Business Units.
•Making Incident Report to all Business Units, Querying, Adding, Deleting Updating Tickets of Clients Users
•Provide first and second level support on standard desktop software products
•Provide full ownership of incidents until resolution and closure
•Perform Incident Management Process
•Perform troubleshooting and end user support for application related problems escalated from the Service Desk
•Broadcast email messages to Customer groups to keep them informed of changes to or disruptions (outages, faults) to HP provided services and to agreed Customer Services
A BS in Management Information Systems focuses on both computer systems and business concepts. Courses include subjects like computer science, database management, business management, data analysis and business data warehousing.