service desk engineer/ cosultant/ co ordinator
BiosME
Total years of experience :10 years, 9 Months
• First level support of Opera - Micros - FMC, Sun, Oasys.
• Identify, diagnose, and resolve problem for users, personal computer software and hardware, district network, the Internet and new computer technology in our IT support environment, communicate solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone and via remote desktop/connection software.
• Set up and assist in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnose and resolve problems of end-user network or local printer, PC hardware, Servers, e-mails, internet, and local-area network access problems.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs).
• Manage incoming incidents and queries in a timely (SLA Bound) fashion.
• Escalation of incidents if not resolved in a timely fashion.
• Project 2: Adnoc Petrol stations Middle east
• 1st level phone support for HHT device and network related issues
• Creation of tickets and solving the issues within SLA
• Proper escalations of hardware issues in a timely manner
• Troubleshooting printers and other devices with server access for all stations.
• Interacting with the users to identify the issues and guiding them to do the fixes.
• Worked with AT&T CONNECTECH from March 2012 as part of a team that provides the complete support to their customers for issues related to Windows and MAC Operating Systems.
• Adept at handling the system troubleshooting requirements of US-based customers and providing clear, precise and effective solutions.
• Started with handling customer issues related to the complete bouquet of Internet Security providers like Avira, Kaspersky, McAfee, Symantec, Avastetc.
• Handling customer queries on the whole range of individual operating system errors, System Boot problems, application issues like Microsoft Outlook and LAN/WAN connectivity issues.
• Simultaneously, also providing customers with solutions with regard to hardware troubleshooting.
• Responsible for handling wireless connectivity and mail configuration issues in communication devices like Apple I-phone and Android devices.
• Worked extensively with Windows XP, Windows Vista, Windows 7 and Windows 8 and Macintosh OS.
Bachelor of computer application
Computer science group including chemistry,physics and Maths