Technical Field Operations Engineer
Uber
Total years of experience :11 years, 11 Months
• Support more than 110 Schools / Locations for ADEC (Al Ain Area).
• All in scope ADEC Hardware at school locations:
- Desktop & Laptop Hardware Support.
- Direct /Network printers Support.
- Multi Functional printer support.
- IP Phones Support.
- Audio Visual Support.
- Switches and Wireless Access Points (WAPs).
- Telecom rooms and cabling systems.
- Client Operating Systems.
- Black Berry Software.
- Shared Drive.
• Receipt incidents from Service Desk.
• Attend incidents with End user or Required locations.
• Provide resolution or suitable workaround.
• Track Asset Movement for replaced/ swapped assets.
• Support ADEC and Internal resolver teams for school incident resolution.
• Liaise with Etisalat for WAN/ Regulated Services issues.
• Liaise with CISCO for vendor Hardware replacement.
• Manage Schools Telecom Rooms and Cabling.
• Update Patching Records & Controls.
• Deploy mass images/ desktops and OS updates when required
- Assisting in design, implement and maintain systems hardware and software configuration to troubleshoot and address the complex desktop systems.
- Receiving and assigning the service calls, Both via phone and Emails or other media to the concerned teams.
- Administer and support Break down calls and impelmantation calls from customer, in-house, Vendor etc and CNS.
- Executing the required coordination and follow ups on the calls.
- To be the first point of contact in Service Desk and assist in trouble shoot.
- Providing generalist support to a numbers of desktops applications and IT peripherals for AMC, Warranty, in-house, customers etc.
- Perform client callback after engineer resolving.
- To create/provide various reports on calls to the management and customers upon request.
- Performs other similar responsibilities and related duties as and when assigned by direct supervisor
or management.
•Working as a Technical Support Engineer with HP (Hewlett-Packard).
•Where my work is to handle all the cases for computing devices which are registered under HP Personal System Groups such as Workstations, Desktops, Notebook and PDA.
•Assisting the users to configure their hardware and solving the problems remotely and where if Service center assistance required provided them with appropriate contacts.
•Always followed the total case ownership by which customer problem should be solved in 3 working days and all the quality measures should be followed under that.
•Capable of analyzing any computing problem with any well known brand and having a great knowledge to build up a system or driver database.
•Managed all the logistics of PDA repairs which is done in Netherlands Europe and taken the responsibility to follow up with the channel till it gets repair and delivered to the customer.
•Managed the sites having onsite supports and provided them the full engineering support to get the problem resolved as some times the case 2 hours priority to get the issue fixed
•Working as a Technical Support Engineer with Acer Computers
•Where my work is to handle all the cases for computing devices which are registered under ACER Care such as Desktops and Notebooks
•Assisting the users to configure their hardware and solving the problems remotely and where if Service center assistance required provided them with appropriate contacts.
•Always followed the total case ownership and all the quality measures should be followed under that.
•Capable of analyzing any computing problem with any well known brand and having a great knowledge to build up a system or driver database.
•Managed all the logistics of laptops which is done in jebel Ali responsibility to follow up with the channel till it gets repair and delivered to the customer.
I studied a Diploma of IT for 3 yrs in AL-Bayan College for Scince and Technology . and this is my third year SGPA : 2004 - YGPA ( 2.91 / 4.00) CGPA (2.66 / 4.00 ) SGPA ( 2.72 / 4.00 ) .