IT Helpdesk Administrator
AF IT (ALFAHIM Group)
Total years of experience :4 years, 11 Months
• Manage technical cases with Microsoft, CISCO, Manage Engine, Symantec End Point and Enterprise Vault TAC teams
• Active Directory user creation and management, Microsoft Exchange mailboxes management
• Provide support for Windows OS, mobile devices, laptops and issues related to hardware
• Coordinate and schedule activities with social media, digital banking, other teams and vendors
• Coordinate with vendors for licenses and maintenance renewal of software
• Mobile Device Management for Active Sync via Microsoft Exchange and Symantec Endpoint
• Manage Enterprise Vault Email Archiving solution, Active Directory, Microsoft Exchange operations
• Manage whitelisting/blacklisting of external emails, internet access for higher management and for all users
• Manage reports for internet access and emails via CISCO Security Management Appliance (SMA)
• Manage reports for Active Directory users and Microsoft Exchange mailboxes via Manage Engine software
• Provide support to users contacting helpdesk via calls, emails and tickets
• Managing Service Desk at administrator level
• Coordinate with departments ensuring quick and smooth resolution of the tickets
• Provide walk-in support to users as and when required
• Manage the daily operations of helpdesk using helpdesk software
• Guiding users for mailbox configuration and queries related to desktop support
• Designing template forms, documents and knowledge base for helpdesk users
• Manage scheduled and customized reports on request in Service Desk Portal
• Manage daily operational tasks for System Administration Team
• Installing, configuring, and maintaining operating systems and server applications. Monitoring system performance, troubleshooting issues, and ensuring system stability and availability.
• Creating and managing Active Directory, mailboxes and application accounts, permissions, and access rights across various systems and applications.
• Responding to access requests, password resets, and account attributes management
• Implementing and enforcing security measures to protect systems and data. Conducting security audits, patch management, vulnerability assessments, and ensuring compliance with security policies and standards.
• Monitoring system logs, analyzing system performance data, and identifying areas for improvement. Optimizing system performance by tuning configurations, applying patches and updates, and implementing best practices.
• Respond to user issues and provide technical support to resolve hardware, software, and network problems.
• Participating in IT projects, such as system upgrades, migrations, and new deployments.
• Managing IT assets including hardware, software licenses, and peripherals. Tracking inventory, conducting audits, and ensuring compliance with licensing agreements
• Handle technical cases with CISCO, Manage Engine, Kaspersky End Point TAC teams
Computer Science