IT Services Desktop Support Engineer
WiPro Bahrain Ltd. WLL
Total des années d'expérience :12 years, 0 Mois
End-user technical support
Installation of software applications and hardware maintenance
Maintenance and update of IT asset inventory
Audi and Visio device project coordination
Managing IT service management ticket traffic
Installation of PC, laptop, and mobile mail access
Tier 1 level support for end-users
Coordinating procurement of products and services from third party service provider and scaling on the vendor performance and services based on the efficiency, pricing and quality of product delivered
▪ Managing I.T. Infrastructure projects for clients and aggregate project requirements for system deployment
▪ Providing I.T. consulting for clients for the best practice I.T. design infrastructure and streamlined support
▪ Management of the Technical support team and coordination on the proper timing to meet clients’ expectations and service level agreements
▪ Presenting products and services to the clients
▪ Coordinating client follow ups and gathering of client business requirements
▪ Managing internal servers, system services and data storage management
▪ Meeting clients for aligning their business requirements and technical specifications
▪ Installation and maintaining of ERP systems, backup and data backup testing
▪ Designing of network infrastructure, networking, and configuration of network routing
▪ Providing consultation to clients for networking solutions and security, network firewall infrastructure and access control
▪ Testing of system build for quality control and to spot any irregularities to be reported back to the development team for debugging and resolution of issues
▪ Aligning the software based on the system work flowchart designed and approved by the client before roll-out deployment to client test environment for sign off and client acceptance
▪ Benchmarking of software based on the required information that the client are currently working on and on the size of data managed by their current database for provisioning and preparation for database migration to the new system of the client
▪ Training of end users for the EMR and ERP systems until to obtain user acceptance training
▪ Providing initial response for service calls received coming from the users
▪ Deployment of softwares and IT hardware equipments
▪ Inventory of software licenses utilized and hardware equipments deployed such as monitors, PCs, printers and scanners
▪ Domain migration
▪ Replenishment of workstation clients includes but not limited to roll-out of MS vulnerability patch updates and update of other production applications through PDQ deploy and/or SCCM (MS System Center Configuration Manager)
▪ Incident management and problem analysis
▪ Ticket traffic management and initializing first response update on the tickets escalated/re-assigned to appropriate support groups
▪ Client supporting: Gulf International Bank
- IT project coordination
- Business Analysis
- Project aggregation and analysis
- Network and security design
- Vendor management
- Documentation of IT equipment and instruments
- Review of Request for Proposal and Proof of Concept coming from different vendors
- IT Architecture
- IT project planning and service delivery design management
• Client support
• Security policy maintenance
• Software installation
• System recovery management
• I.T. support point of contact
• Incident management and analysis
• User accounts management
• Asset management and report generation
• Software deployment
• Desktop Architecture
Systems administration
Project management
Server monitoring
Daily backup maintenance
Asterisk VOIP PBX administration
Firewall maintenance
File server maintenance
Telephony configuration
• Responsible for managing the helpdesk, problem/change management process and tools, operations service level agreements and enterprise systems management that may involve travel within Asia and to the USA.
• Ensure all new hire assigned to Lilly account get standard Lilly training and confidentiality signature
• Monitoring of humidity and temperature logs in Singapore Data Center
• Monthly review of Call logs and Ticket metrics.
• Handles asset procurements and inventory of IT equipments both in Data Center and RSC - includes checking of service warranty of devices and inventory of device specifications.
• Securing data center access to all users and third-party vendors.
• Regulating data center access to all incoming and outgoing of DCequipments through proper documentation and approval.
• ARS Remedy Administrative tasks - managing / creating assignee groups, creating / managing Group contact information, user profiles and user accounts.
• Managing tasks to be held during outage / maintenance activity using blackout tools other monitoring applications.
• Manages Tape Back up rotation schedule at the DC tape library.
• Monitoring and ensuring trainings required to all service support engineers applied to their portal roles.
• Preparing documented procedures such as SOP (Standard Operating Procedures), OSI (Operational Support Instructions) and IVI (Installation and Verification Instructions) to be approved by Tier 3 Service Manager and other affiliates.
Study on software development and different programming languages from C to Visual Basic System Analysis and Design Managed Information System Digital Design and Logic Circuits Thesis on Project Development and Management
