IT Support Engineer
Ministry Of Health And Prevention - UAE
Total years of experience :10 years, 6 Months
Provide End user desktop support and troubleshooting.
Create and maintain all thin clients, laptop, and desktop images.
Provide hands-on IT technical support.
Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and
peripherals of the end user systems.
Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc
Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
Providing general desktop support, project coordination, imaging/ reimaging PCs, and laptop
Identified issues, analyzed information and provided solutions to problems.
Carried out day-to-day duties accurately and efficiently.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Join computers to domain and Local Administrators for all company systems.
Setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.
Use BMC ticketing tools to solve the issue.
Asset Management and Inventory
Upgrading hardware and software
Resolving technical errors
Install and configure hardware, software, systems, networks, printers and scanners.
Plan and execute maintenance upgrades
Set up accounts for staff.
Respond to breakdowns and other technology issues
Investigate, diagnose, and solve computer software and hardware problems
Installing and maintaining hardware and computer peripherals.
Deliver quality second level technical solutions to user problems, troubleshooting their issues,
providing technical guidance, and performing implementation reviews.
Follow-up on tickets resolved by internal IT teams to ensure communication to the user with high degree of satisfaction based on results and level of service.
Documents and maintains shift documentation in ticket management system.
Works with high integrity, follows procedures and policies with the handling of sensitive data.
Proved successful working within tight deadlines and fast-paced atmosphere.
Maintained excellent attendance record, consistently arriving to work on time.
Increased customer satisfaction by resolving issues.
Successfully maintained clean, valid driver's license and access to reliable transportation.
Worked with users to understand needs and provide excellent service.
Worked within applicable standards, policies and regulatory guidelines to promote a safe working environment.
Installing, configuring and maintaining servers, computer peripherals, IT hardware, application Software.
Software installations and troubleshooting of all types of customer oriented field problems, network setting for TCP/IP and Internet setup.
Configuring, installing and troubleshooting ‐ Desktops.
Installing and troubleshooting ‐ Windows Servers.
Configuring, installing and troubleshooting ‐ network.
Trouble shooting of all types of Hardware and software applications problems.
Troubleshooting of printer, scanner LAN related issues reported by users.
Responsible for Network LAN/WAN/WLAN and internet infrastructure patching and upgrades.
Install and configure firewalls, routers, and switches, LAN, WAN, VLAN and Wireless Access Points
Maintenance and Troubleshooting of connectivity problems using Ping, Trace route
Monitoring and maintaining computer systems and networks
Repairing and replacing equipment as necessary
Responsible for general health and maintenance of Microsoft Windows operating systems and Active Directory.
Provide day-to-day technical support to employees for network infrastructure and internal desktop system software and hardware (this may be in person or over the phone
provide Microsoft G Suite Administration
Setting up new users’ accounts and Profiles.
Exposure in Active Directory user creation deletion.
Creates users, manage devices, and configure security and settings
Monitoring and maintaining computer systems and networks
Responsible for general health and maintenance of Microsoft Windows operating systems and Active Directory
Manage network servers and technology tools.
Installation and Configuration of CCTV /DVR/NVR
Outlook Configuration and support for all end users
MS Office support, file sharing support and antivirus support on all PCs.
Document and maintain an updated inventory of all hardware, software and licenses to ensure Optimal utilization of IT capabilities
Manage an inventory of spare parts and hardware for timely replacement of faulty equipment
Managing Salik account.
Managing all Branch Telephones and Internets Bills.
Effective in dealing with clients for IT services and maintaining relationships
Buy all required IT Components (Computers, Laptops, Software)
Use remote access to perform troubleshooting when needed
Conduct computer technology training with all new staff.
Installation and configuration of Windows based operating systems
Install and configure firewalls, routers, switches, LAN, WAN, VLAN and Wireless Access Points
Managing the Company Server, Printers, and scanners.
Creates users, manage devices, and configure security and settings
Installing and configuring computer hardware, software, systems, networks, printers and scanners.
Install and configure software and hardware.
Develop expertise to train staff on new technologies
Monitoring and maintaining computer systems and networks.
Responding in a timely manner to service issues and requests.
Providing technical support across the company.
Setting up accounts for new users.
Repairing and replacing equipment as necessary.
Creates Shared network folders.
Configures Outlook for employees.
Office 365 user administration
Maintain Troubleshoot /CCTV NVR.
Maintain Troubleshoot Door Lock Software Devices
Maintain Monitor Internet Server Wi‐Fi Access Point.
Maintenance of servers, computers, network and connectivity
Competitive sourcing of hardware, software, licenses, etc. as and when required in the office
Desktop operating systems support on all PCs and laptops
MS Office support, file sharing support and antivirus support on all PCs.
Complete troubleshooting and repair when IT Systems has problems.
Use remote access to perform troubleshooting when needed
Conduct computer technology training with all new staff.
Document and maintain an updated inventory of all hardware, software and licenses to ensure
Manage an inventory of spare parts and hardware for timely replacement of faulty equipment.
Provide Desktop and laptop related Hardware and software troubleshooting.
Installing/configuring computer hardware openings system/Application.
Troubleshooting system problems and diagnosis/solving hardware or software faults.
Respond to customer technical problems/issues related to hardware, software and networking via Phone, email.
Address user tickets regarding hardware, software and networking.
Ask customers targeted questions to quickly understand the root of the problem
Guide users with simple, step‐by‐step instruction.
Conduct remote troubleshooting.
Test alternative pathways until you resolve an issue.
Customize desktop applications to meet user needs.
Taking ownership of customer issues reported and seeing problems through to resolution.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Record technical issues and solutions in logs.
Create the Services Request in CRM.
Create Services Orders if need to send the parts.
Direct unresolved issues to the next level of support personnel.
Follow up with clients to ensure their systems are functional.
Report customer feedback and potential product requests.
Help create technical documentation and manuals.
Escalate to level 3 support as necessary
Ensuring security and efficiency of IT infrastructure, installation of antivirus, and software patches.
Monitor and remove virus, spyware, and other non‐authorized software
Technical services and support at the network level: WAN and LAN connectivity, routers, access Points, switches and firewalls.
Installation of operating systems, antivirus and other software as and when required
Maintenance of servers, computers, network and connectivity
Competitive sourcing of hardware, software, licenses, etc. as and when required in the office
Desktop operating systems support on all PCs and laptops
MS Office support, file sharing support and antivirus support on all PCs
Provide Desktop and laptop related Hardware and software troubleshooting
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Bachelor of Engineering (B.E) In Electronic and communication Engineering City Engineering collage Visveswaraya Technological University (VTU) /Bangalore, India
