IT Support Engineer
Advanced Vision
Total years of experience :8 years, 2 Months
• Installation of operating systems, software installation, drivers installation, troubleshooting, backup, solving internet & LAN problems etc. solving all types of technical problems related to hardware & Networking.
• Supporting Desktops, Laptops and Network
• Ensure that resources are ready with all required supplies.
• Troubleshooting of Network problems
• Installing, Configuring All types of printer & Scanners
• Installation and configuration O/S and updates applications, patches, Antivirus etc;
• Desktop/Laptop on-site and phone support;
• Installation and maintenance of Smart Gate Systems.
• Installation and maintenance of Face Capturing Camera’s.
• Immigration's software and Hardware installing, maintaining and troubleshooting.
• Installation and maintenance of Passport Verifiers.
• Training of newcomers.
• Outlook and other email issues handling.
• Creating and reporting daily weekly and monthly logs and check lists (reports).
• Maintaining the stock (Hardware Accesories).
• Installing, Configuration and Troubleshooting Operating Systems (XP & WIN 7)
• Configuring new desktop and end user devices such as printer, scanner and ensuring that all the supporting driver are installed.
• Installation and maintenance of Facial Recognition Cameras and Passport verifiers, Barcode scanners, Kiosks.
• Configuring Etihad EGate enrollment system.
• Monitoring and Maintenance of Etihad Airways Cabin crew E-gate systems.
• Mapping of Shared folders, Printers (Local & Network) and troubleshooting the same.
• Implementing the new desktop and End user devices such as, printer, scanner facial Recognition Cameras and Passport verifiers, Ensuring the installation of all the drivers of the devices with supporting complete resolutions.
• Configuring and troubleshooting Email client (MS Outlook 2003, 2007, 2010)
• Monthly security patches update of desktops and laptops.
• Maintaining the stock (Hardware Accessories)
• Maintain Inventory for Particular Process.
• Handling of Incidents tickets by using HPSM service Manager.
• Take complete ownership for all the tickets/ pending issues /outages etc. by taking a stock of all the issues. 100% adherence to the Hope Calls.
• First level of trouble shooting for the infrastructure under the scope.
• Escalating the issues to the next level of Support Engineer based on the issue.
• Escalating the issues as per the Escalation Matrix provided by the customer.
• Recording all the issues through E-Mail as well as by logging a ticket in the ticketing tool.
• Ensure daily team huddle to take a stock of pending cases across shifts. 100% adherence to the same.
• Monthly Shift Roster plan 100% adherence to the Shift Roster Plan by the team.
• Ensure a smooth handover of activities from the current shift to the next shift.
• Ensure that the engineer in the current shift submit a Daily Activity.
• Ensure closure of all tickets received in the current shift. 100 % closure of tickets received, in the shift.
• Providing L2 Level Support to Wipro FE Engineer’s and Customer’s in all over INDIA
• Taking and Publishing Monthly and Weekly reports.
• Coordinating with other MVS partner’s to resolve the issue within SLA.
• Providing Hardware and Software Support to Windows Desktop Platform (WIN VISTA/WIN XP/WIN 2K).
• Providing Hardware and Software Support to Various Server Platform’s (Windows 2K3/2K )
• Various Application Support, Antivirus, Mail Clients, and all Office Applications.
• Taking System Health reports and Monitoring Server’s through remotely.
• Remote Administration (Using WebEx and Remote Desktop).
BSC