Team leader/Senior Technical Support
Cupola
Total years of experience :14 years, 5 Months
As a team leader
• Preparing and monitoring the system checklist. This includes System, Network, IP Phone, Mails, and Applications. Concatenate and crosscheck report from the entire shift and sent to client.
• Initiate the incident, prepare the report, Escalate to the concerned team, and Close the incident with in Sla.
• Preparing monthly report of server CPU, memory, hard disk and network utilization of server and forward it to the client.
• Preparing monthly Issue report. Total call attended.
• Initiating and coordinating change management prepare report and forward to the client.
• Preparing agent trace report.
• Preparing windows patch management report.
As a senior support
• Desktop support for client machines, printers, internet, network and other IT assets.
• Server support, moving user in AD and -a admin support.
• Remote desktop support.
• Provide an interface for other activities like Incident, Problem, Configuration and Change Management, ie: maintain - Baselines, Checklists, Standard Approach, Documents and Conformity.
• Provide a good first impression to all forms of user communication by acknowledgments, follow-ups and by adding value where most beneficial.
• Prioritizes, Categorizes and Classifies Incidents correctly, making informed decisions concerning Impact, Type, Nature of the Incident and the urgency of support or escalation.
• Proactively escalate Incidents before they breach, even to the attention of Vendor Support Services, IT Systems Administrator or IT Manager.
• Keep Users informed on status and progress of their Incidents.
• Working on ticketing system, ISM (IBM TOOL).
• Handling Incident and Service request.
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
• Supervise complaint ticketing system and follow timely resolution of all work orders
• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software
• Recommend and apply solutions, including on-site repair for remote users
• Assisted in discovery, research and resolution of technical issues.
• Antivirus update & virus protection (MacAfee, Symantec endpoint protection)
• User Profiles Backup and Restore.
• Manage Domain environment for two sites through remote support(remotely anywhere, ocs)
• Manage shared folder and devices through permission
• Mail Clients configuration backup &Troubleshooting (MS Outlook, Lotus notes)
• Local and Network Printer configuration, troubleshooting.
• Preparing documentation and case studies of known issues.
• Inventory management.
Joined as the System Administrator and involved in various activities including Customer and User IT Support (adding of Users & Backups etc. and ensuring error free Operations.
Responsible for Installation, Configuration & Troubleshooting of Operating Systems.
Printer installation & Configuration (Hp, Epson, Cannon).