It Support Engineer
WIPRO - Future Focus Infotech
مجموع سنوات الخبرة :5 years, 7 أشهر
• As part of Emirates NBD Meydan Back office IT support
•
• installing and configuring computer hardware operating systems and applications;
• Supporting applications like Finacle, BPM, Sigcap configuring outlook, etc
• talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
• troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• supporting the roll-out of new applications;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion .
• prioritizing and managing many open cases at one time;
• rapidly establishing a good working relationship with users.
• As part of I -Core project:
• Provide assistance to Migrating all applications and hardwares to wmware from Emirates NBD to Emirates Islamic bank.
• One week supported ICore Helpdesk after migration
• As part of IT Reach Project:
• Visiting all Emirates NBD branches and Emirates Islamic branches for IT auditing (Software updating, Asset Inventory, Preventive maintenance etc.)
• Responsible for support and maintenance of the IT Infrastructure..
.Installing and configuring computer hardware operating systems and applications;
.Talking staff or clients through a series of actions, either face to face or over the telephone to help set up
.Troubleshooting system and network problems and diagnosing and solving hardware or software faults
.Replacing parts as required;
• Customize desktop hardware to meet user specifications and site standards
.Providing support, including procedural documentation and relevant reports;
.Setting up new users' accounts and profiles and dealing with password issues;
• Customize desktop hardware to meet user specifications and site standards
• Responsible for the daily switching of backup tapes at the different backup sites
• Maintains I.T. records and tracking for area of responsibility
• Escalate issues and involve experts wherever required in order to resolve issues as
quickly as possible.
• Maintains and consistently demonstrates a general knowledge of company
guidelines, processes, practices and procedure.
• Installing, Upgrading Application’s for the team as per the Project requirements
• Install, upgrade, support and troubleshoot Enterprise Applications running on
Microsoft Terminal Services.
Monitoring and maintaining computer systems and networks;
• Coordinating with client side to resolve the issues faced by the user
Providing support, including procedural documentation and relevant reports;
Setting up new users' accounts and profiles and dealing with password issues;
• Develop trends by monitoring and analysing incoming calls, problems and support
Requests
• Take ownership and responsibility of queries, issues and problems
• Performs general preventative maintenance tasks on computers, laptops, printers
and any other authorised peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Provide user data and application recovery
• Supporting all the application, which is used by the Business, and escalating it to proper team if the issue not
resolved.
• User account administration, i.e., account creation and management and password
resets on Active Directory
• Responsible for tracking hardware and software inventory
• Preparation and reviewing of documents for internal and external audit
• Building machines as per the TCS eServe policy, with the help of in-house applications
• Installing, configuring and troubleshooting of Mail clients Ms Outlook and Lotus Notes.
• Provided first-level technical support for global IT infrastructure supporting 1000+ employees throughout the India and overseas
• Software License & Asset Inventory Management
• Supported remote access using RDC, VNC & Net Meeting
• Updating antivirus manually like Symantec, McAfee
• Troubleshooting Windows OS.
• Providing solution to the Tickets raised by the user through the Ultimatix (For TCS Project) and Virtual Tech (For Citi Projects) to meet the SLA of the company
• Providing support to more than 1000 Desktops through remote and direct support.
• Installing and Managing Printers/Queues.
• Installing and Troubleshooting Various Models of printers and scanners
• Handling for Inventory Management and Sweep Report & Service vendor coordination
• Managing Active Directory services through Webadmin Tool.
• Providing service as on SLA standard to reduce downtime of the system
• Providing solution to the Tickets raised by the user through the Ultimatix (For TCS Project) and Virtual Tech
(For Citi Projects) to meet the SLA of the company.
• Having experience on software distribution, packaging, anti-virus, patch mgmt., encryption etc.
B Sc Computer Science