IT Support Officer
Intertec Systems
Total years of experience :7 years, 0 Months
United Arab Emirates
Daman Health Insurance Intertec Systems LLC
Manage the daily operations of IT Service Desk using IT Service Management Software, ensuring
recording and categorizing all calls and follow-up of all service requests to provide an efficient and quality customer service to customers
Provide phone, mailbox and remote desktop support as part of the IT Service Desk to ensure all service
request and issues are responded to in a timely and quality manner.
First level call resolution best effort
Responsible in working continuously on a task until completion or properly escalated to other teams
if needed
Provide guidance and assistance in the use of all office systems software, hardware and administrative
computing systems modules through Standard Operating Procedure and Electronic User Guides.
Documented Standard Operating Procedure that will guide users to independently access to help them
when it needed.
Assist in the installation of requested software, program and driver as well as problem diagnosis and resolution.
Manage related request to applications, Network Wi-Fi and File Shares
Provide related access to Applications in Citrix through delivery group
Provide second level support to XenApp Citrix Server by application enumeration, server performance
issues and user sessions instability and server provisioning
Active Directory Administration
Act as point of contact for escalation, handling IT Escalation mailbox
Create Exchange mailboxes, Distribution/Security groups, and mail enabled contacts
United Arab Emirates
Daman Health Insurance Ultimate Information Technology
Provide second level support and convey resolutions users issues
Responsible in resolving user issues assigned to End User Technology Support team
Provide support including procedural documentation and relevant reports
Responsible in working continuously on a task until completion or properly escalated to other
teams if needed
Fulfilling service request such as initial setup of IT device like Laptop, Desktop PC, Mobile, Desk
phone and software installation to client PC's
Provide assistance & user trainings on the user of new device and system
Citrix and Active directory administration
United Arab Emirates
Noble Information Technology LLC
Act as first point of contact for IT issues raise from clients
Resolve user issues through phone support, remote desktop connection, email and onsite support if
needed
Installation, configuration of CCTV system, Point of Sale system and Time Attendance System
Responsible in cabling, termination and configuration when setting up a network
Assisted clients with technical issues, troubleshooting, installation and configuration
United Arab Emirates
Western IT Solutions, Contractor in Mafraq Hospital
Acting as the first point of contact for IT request from clients
Provide monitoring and support for Queue System deployed at client premises
Provide monitoring, maintenance and support for the RFID Nurse Calling & Patient Monitoring
Provide monitoring, maintenance and support for the Multimedia Display System
Provide assistance & user trainings on the use of new device and systems
Resolve user issues through phone, email, remote desktop connection and onsite visit.
Philippines
Philippine Overseas Employment Administration - Government Agency
Offer phone based technical support for internal users of POEA, remotely and available on-site if
required
Installed and configured desktop PC's, determined Hardware and Software problems, troubleshoot
connectivity problems and make sure user fulfillment
Fulfill IT service request like PC setup, equipment movement and other IT devices such as printer
and scanner installation, configuration and maintenance
Assisted users with technical issues, troubleshooting, installation and configuration
Additional Skills/ Tools Used
BMC Remedy, Manage Engine, Microsoft SCCM, SCSM, XenApp 7.6 Citrix Studio Console, Citrix
Director, TeamViewer 10, MS Outlook, Assyst 10.0 ITSM, FATS Inventory System, MS Exchange
Server 2013, Active Directory, Pulse Secure
Recognized as Best system developer of the year