Service Desk Engineer
Intertec Systems
مجموع سنوات الخبرة :11 years, 7 أشهر
Remotely connecting to customer’s desktop to fix issues
Contacting clients over phone and email (Voice process, supporting for DHA - Dubai
Health Authority employees)
Providing L1 support for SALAMA (EPIC) application
Troubleshooting Citrix receiver issue related to SALAMA (EPIC)
Providing L1 support for HASANA application
Resetting and unlocking Active Directory User accounts
Creating and Administration configuration in Active Directory
Troubleshooting LAN and WAN Connectivity related problems
Configuring and managing O365 Outlook and Skype
Handling Remote / VPN issues (Cisco Anyconnect)
File/ Folder restoration, Shared drive issue
Configuring network and Local printers.
Troubleshooting network, Local and label printers
Installing and Configuring scanners.
GTFS Dubai UAE, deployed in Serco Middle East, Jan 2019 to April 2019
• Remotely connecting to customer’s desktop to fix issues
• Managing the queue
• Resetting and unlocking Active Directory User accounts
• Creating and Administration configuration in Active Directory
• Troubleshooting LAN Connectivity related problems
• Configuring network printers
• Configuring and managing O365 Outlook and Skype
• Handling Remote access issues (Global Protect)
• File/ Folder restoration, Shared drive issue
• Creating PO (Purchase Order) in Guided buying (SAP system), Following up with vendor
• Configuring and creating Qpulse accounts
• Creating AD accounts
• Processing Starters, Leavers and Movers
Worked in TCS from January 2018 to August 2018, as a Technical Support Engineer RDM (Remote Desktop Management).
Supporting for Shell Employees, International voice process (I was an offshore SPOC in Transition period).
• Handling enterprise support calls, outages and timely reporting escalated issues to onshore team with outbound facility
• Remotely connecting to customer’s desktop to fix issues
• Floor support, Stamping and scrubbing of open tickets, Validating Agent errors and giving the feedback
• Managing the team in absence of Team Lead and Managers
• Handling and taking ownership of escalated tickets from HMIT, L3 teams and 3rd Party teams
• Managing the queue
Technical knowledge Snapshot with above role
• Handling hardware issues and configuring external devices connected
• Resetting and unlocking Active Directory User accounts
• Administration configuration in Active Directory
• Troubleshooting LAN Connectivity related problems
• Installing, Configuration and managing Windows XP/Vista/Windows7/ Windows 8, Windows 10
• Configuring network and home printers
• Configuring and managing MS outlook and Lync 2007/ 2010/2013
• Registry fix, server end support, profile rebuild and domain join
• Handling smartcard issue, RSA/ Digipass/ Vasco token issue
• Handling Remote access issues (Cisco Anyconnect and AT&T)
• File/ Folder restoration, File and Folder user permission change, Shared drive issue
• Installing software from SCCM and Server. Handing issues in SCCM
Worked in Mphasis from March 2012 to April 2014, as a Technical Support Officer BPO (Level 2). Supporting for Sprint Employees, International voice process.
From April 2014 to till August 2017 Technical Support Engineer ITO (Level 2). Supporting for Bank of America Employees, International voice process.
Have been a consistent top performer and achieved Summit award on multiple occasions.
• Handling enterprise support calls, outages and timely reporting escalated issues to onshore team with outbound facility
• Remotely connecting to customer’s desktop to fix issues
• Floor support, Stamping and scrubbing of open tickets, Validating Agent errors and giving the feedback
• Managing the team in absence of Team Lead and Managers
• Managing the queue
• Handling hardware issues and configuring external devices connected
• Resetting and unlocking Active Directory User accounts
• Administration configuration in Active Directory
• Troubleshooting LAN Connectivity related problems
• Installing, Configuration and managing Windows XP/Vista/Windows7/ Windows 8, Windows 10
• Configuring network and home printers
• Configuring and managing MS outlook and Lync 2007/ 2010
• Handling smartcard issue, RSA/ Digipass/ Vasco token issue
• Handling Remote access issues (Cisco Anyconnect and AT&T)
• File/ Folder restoration, File and Folder user permission change, Shared drive issue
• Installing software from SCCM and Server. Handing issues in SCCM