Desktop Support Engineer
Ports, Customs & Free Zone Corporation
Total years of experience :10 years, 9 Months
Creating Apple device profiles for Macs, Iphones and Ipads and deploying them through Apple Push Notification.
Remotely deploying apps to over 30 Mac OS and 25 iOS devices.
Overseeing all the IT support issues and acting as an immediate point of contact (helpdesk) for all enduser
problems for over 5 offices.
Proactively understanding end-users IT issues; creating user training materials and user manuals for the daily
faced IT challenge.
Overseeing all the Company IT assets, assigning new employees relevant assets as per company policy.
Creating system user accounts, exchange email accounts (Ms office 365) and resetting user accounts passwords
as per requirement.
Leading OS installation schedules for all the company computers.
Coordinating with external vendors with IT equipment specifications and procurement process.
Spearheading and Coordinating implementation of Local Area networks (LAN) in any of the newly established
offices.
99% successful management of over 10 network printers across all the company distant premises.
Processing an average of 10 inbound and outbound technical support calls; researching issues on various
computer systems and databases to resolve complaints and answer inquiries escalating difficult issues to upper
management while maintaining positive rapport with clients.
Training over 25 employees on how to use Mac OSX, Microsoft OneDrive cloud storage.
Ensuring that the network and internet is up and running in over 5 company offices
Managing both windows and Mac desktop clients from a windows based server deploying group
policies, managing organizational units and users' credentials from Active directory.
Processing an average of 10 inbound and outbound technical support calls; researching issues on
various computer systems and databases to resolve complaints and answer inquiries escalating
difficult issues to upper management while maintaining positive rapport with clients.
Informing clients about technical issue resolution progress; managing IT setup and service
requests for remotely located and residing clients via email, live chat, telephone and remote
desktop connections.
Providing real-time professional customer service consultations and support on any Mac OS,
windows OS and Microsoft office 365 related issues faced by end-users on a daily basis.
Working closely with customer service supervisor to resolve customer concerns maintaining a
calm, professional demeanor when faced with high demand, high volume workloads.
Creating end-user self-service tools and documentation, Developing training materials and
procedures.
Installing and performing repairs on hardware, software and peripheral equipment, following
design and installation specifications. Conducting computer diagnostics to investigate and
resolve problems and provide technical assistance and support.
Overseeing local IT infrastructure including servers, security, networks, storage systems and
desktops; performing second-level support for all workstation and server class systems,
researching new trends and technologies leading to testing and justification for deployment.
Managing application patches, time machine data backup, security changes and network
configuration, testing and troubleshot new versions of Microsoft office, Mac OSX and windows
software.
Administered Active Directory and provided base level IT support to over 30 company personnel.
Provided daily technical support for up to 45 end-users of Apple MacBooks', IMacs, Ipads and
IPhones, dealing with hardware and software issues by consultations via phone, email, and in
person.
Increased number of resolved job tickets by 75% over previous year hence Contributing to a
reduction in operational costs of 85%.
Drove business KPIs through rapid iteration of customer-facing product features. Drafted user
stories, use cases and functional specifications to support product development.
Resolved walk in customer IT based Technical issues of various brands such as (Apple products,
Microsoft, Hp, Toshiba, Dell, etc.) with strong verbal and negotiation skills with a success rate of
97%.
Troubleshot and resolved Internet connectivity and general software and hardware issues.
Set up, tested and configured WI-FI networks, desktops, laptops and printers.
Coordinated hardware and software repair processes with outside vendors on a timely manner.
Performed desktop and laptop repairs for Apple IMacs’ & MacBooks, Lenovo, Toshiba, Sony, Dell,
Acer and HP systems.
Troubleshot over 20 cases of Microsoft Outlook issues related to Microsoft windows & Mac OSX
(El Capitan, Yosemite, Mavericks, Windows 10, 8, 7 etc.); resolving problems accurately and
efficiently.