IT Support Specialist
Sudatel Telecom Group
Total years of experience :3 years, 9 Months
• Provide technical support to end-users for hardware, software, and network-related issues.
• Diagnose and resolve technical problems through phone, email, in-person, and ticketing systems using ManageEngine.
• Manage Active Directory and Mail administration, including user creation, DNS, DHCP configuration, and PC domain integration.
• Manage and maintain virtualization environments using VMware, Hyper-V, and ESXi.
• Supported Microsoft Office 365 applications, including installation, configuration, troubleshooting, and usage guidance for end-users.
• Implement and manage Veeam Backup solutions to ensure data protection and disaster recovery.
• Ensure compliance with Service Level Agreements (SLAs) and provide regular updates to stakeholders on ticket status and resolution progress.
• Provided end-user support for operating systems, including Windows 10/11 and macOS, ensuring seamless functionality and user satisfaction.
• Offered comprehensive support for M365 apps, Outlook, Office software, and standard third-party applications, addressing user inquiries and resolving technical issues promptly.
• Troubleshot and resolved network, storage, telephony, printer, server, VPN, VDI, projector, smart board, and audio/visual device issues, ensuring minimal downtime and optimal performance.
• Documented support activities, including troubleshooting steps and resolutions, to maintain accurate records and facilitate knowledge sharing.
• Provided technical support and troubleshooting assistance to end-users via phone, email, and remote desktop tools.
• Create user accounts on active directory, distribution groups tojoin PCs and other machine to domain.
• Installed new hardware (servers, printers, computer workstations, scanners, etc.).
• Perform some operations on PBX phone system, wireless controller and time attendance system.
• Setting up meetings with video conference equipment.
• Provided proactive & continuous L1 and L2 technical support and resolved hardware and software issues in time and achieved exceptional problem resolutions.
• Diagnosed, troubleshooted, and solved system errors (software and hardware).
• Installing and configuring hardware and software components.
• Hands-on experience with Windows/Windows Server OS environments.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Installing recording units and various CCTV cameras (Analog and Digital).