System Engineer/Authorized Reseller
Teramind,Inc
Total years of experience :16 years, 2 Months
• Authorized Reseller for Teramind.Inc Softwares.
• Installing & Configuring Teramind.Inc Softwares in customers' environment.
• Security devices support (Firewalls, Endpoint, etc.)
• Storage & Backup support.
• Configuration and administration of Windows‐based infrastructure (AD, Exchange, etc.).
• Virtualization support Hyper‐V.
• Supporting Teramind’s end users.
• Managing MS Hyper‐V Virtualization Environment.
• Managing VMware Virtulization Environment.
• Team leading and management responsibilities.
• Develop, track, and report on the primary performance measurements including productivity and quality reports for technical support team.
• Manage the daily activities of assigned resources to make sure clients receive efficient and timely resolution of all issues in compliance with the service level requirements defined in the client contract based on established company objectives.
• Actively participates in resource management meetings on a weekly basis to identify resource sharing opportunities across the organization for making sure all technical resources achieve optimal productivity levels.
• Acts as the key point of contact for all matters related to the support service.
• Provide direction in complex problem-solving situations participate in direct interaction with technical resources when required.
• Participate as needed in the technical support of Windows Server OS implementation, troubleshooting and repair.
• Third‐party software support.
• Develop, implement the processes and procedures to improve operational efficiency, customer satisfaction, and goal attainment.
• Coordinate cross‐functional work areas targeted to resolve issues raised by customers.
• Phone and e‐mail support as required.
• Manage staff to achieve standards of performance for an operation.
• Prioritize projects for the technical support team on a scheduled and real-time basis, as needed.
• Systems maintenance as needed.
• Maintain work schedules for the technical support team, assuring proper coverage during business and off hours.
• Drive improvements in overall service levels, transactional efficiencies, and cost management.
• Systems documentation as required.
• Ensure the technical support team maintains a high degree of ownership and accommodation when interfacing with clients and customers.
• Develop and deliver the technical support vision, strategy and processes that will ensure a smooth customer technical on‐boarding and support experience consistent with company SLAs and client expectations.
• Active Directory Services Enterprise Administrator.
• File Servers Enterprise Administrator.
• E-mail (Exchange server 2010 & 2013) Enterprise Administrator.
• SharePoint 2013 Administrator.
• SCCM 2007 Administrator.
• Antivirus Servers Management Administrator (Kaspersky Enterprise Security).
• Level 3 Technical Support Engineer.
• Archiving System (DocuWare) System Administrator.
• Mobile Banking System Administrator (A2A System).
• Western Union System Administrator.
• Swift services Administrator.
• Maintain a professional and mature attitude providing the highest level of support for internal employees at all times.
• Provide telephone and desktop support for internal employees.
• Provide installation support of Testing Systems software.
• Preparing the equipment, installing required systems, processing, monitoring and report results.
• Retain ownership of problems until resolved.
• Help managing support of applications and software for all users of the business applications.
• Keep management informed of significant changes in performance of applications.
• Document procedures as necessary and submit knowledge base articles as needed.
• Maintain accurate escalation documents following up on all issues from telephone calls, incidents or e-mail inquiries.
• Meet goals for optimum productivity and IT department service level goals.
• Coordination with third party suppliers to ensure better service delivery.
• Replacing PC's and printers parts as required.
• Providing support, including procedural documentation and relevant reports.
• Prioritizing and managing multiple open cases.