IT Support Engineer
Hamad Medical Corporation
Total years of experience :10 years, 10 Months
• Coordinating and assigning incidents/problems to the concerned team and following up to solve them as well as providing first-level support for systems.
• Acting as an escalation point and Team Leader where difficult and controversial calls are received.
• Providing expert support and guidance to Service Desk Analysts.
• Configuring, deploying, maintaining, troubleshooting, and supporting desktops, laptops.
• Troubleshooting and configuring Printers.
• Providing technical support for all end-users from all levels.
• Configuring Email (POP / Exchange) in MS Outlook
• Configuring and troubleshooting MS Office 2010, 2013, 2016, 2019 & Office365.
• Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems,
• Following up on unresolved incidents/problems and change requests with all teams.
• Making sure Service Desk Team comply with corporate SLA.
• Populating, maintaining, and reviewing the helpdesk system in line with ongoing support requests.
• Outstanding knowledge of ITSM system, HP Service Manager (v9.41.6000-P6).
• Imaging the PCs and laptops through the network.
• Installing & Re-installing the necessary software.
• Excellent experience in the field of a call center in technical support and speed of response to solve or help the user.
• Technical Support for End users.
• Keep track of unclosed incidents and follow-up with the users.
• Create new users, mailboxes, and distribution of groups, edit already existing ones, reset passwords, and disable and
delete users and mailboxes using Microsoft Exchange Server and Active Directory.
• Monitor spam emails, release required emails, and add domains to white and black lists
• Designing and deploying the Helpdesk call center.
• Alcatel-Lucent desktop telephone and PABX system administration.
• Install and Configure CCTV.
• Install Sharp & HP, Kyocera Printer on the network.
• Answer helpdesk calls monitor IT mailboxes and provide Lync support for end-user requirements.
• Technical Support from 50-250 employees.
Assist users and receive units from users.
• Editing the already existing user profiles.
• Follow-up with users over phone and email.
• Creation of new user, mail boxes and distribution groups.
• Configuration cisco Switch model: (SG300 28 ports, SG300 -10 ports)
TECHNICAL PROFICIENCIES
TECHNICAL SKILLS
• Editing the already existing user profiles.
• Resetting passwords for user on the Active Directory.
• Disabling and deleting of users and mailboxes.
• IT assets management.
• Manage all incoming IT support emails into the IT Management system and direct to the necessary support
queue.
• Manage all other incoming support mails or calls and distribute to other departments as necessary
(Maintenance team e.g.).
• Setup and configuration of laptops and desktops for new joiners to begin their duties.
• Installation of authorized software to laptops and desktops as per line manager requirement.
• Configuration wireless routers and D-Link switch.
Bachelor's degree in Information Technologhy