Help Desk Team Lead
Binary Systems
Total years of experience :18 years, 9 Months
Leading the IT help desk team providing all kind of IT support to our clients in US.
•Managing and supporting a team of help desk engineers.
•Managing team performance and developing feedback forms for management.
•Communicating with clients and providing in person and phone support if required.
•Managing tickets escalation and ensuring their timely solution.
•Making recommendations to improve service delivery and operational eficiency. Experience
Managed Network of 50+ Computers including Windows 7 Clients.
•Designed and constructed a Local-area network with Windows Server 2003 Active Directory® .
•Migrated users from Windows 2003 to Windows® Server 2008.
•Configured DSL router, firewalls, Domain Name Services, E-mail, Web, and ftp services.
•Configured Symantec® System Firewall to Secure Organizational Network.
•Conducted training sessions for desktop users to collaborate on future plans and coordinate IT department.
•Managing Daily and Weekly based incremental backup with reports and monthly of site storage.
•Configured and managing APC® UPS (Uninterruptible Power Supply) through Network Commands. Experience