Service and Support Engineer
Milestone Systems ME
Total years of experience :25 years, 1 Months
► Functioning as a First and Second Line Support for Milestone Systems ME- which is the biggest VMS Provider in the region
► Handling incoming support cases via phone, email or case management system, as well as providing second level support if the first line cannot handle due to severity
► Conducting site visits from time to time as required or when no remote connection is available, for technical support & issues resolution
► Working as a part of the Learning and Performance Team to conduct technical training of partners to enable & train them to do the first check of any issues or to maintain the milestone installation
► Managing professional service, including installation or configuration of complex installations in customer’s system
► Instrumental in building, configuration and troubleshooting of client and desktop hardware, providing end-user support
► Liaising with relevant stakeholders to foster cooperation and maintain good working relationships. Guiding teams / end-users in seamless adoption of the company’s systems
► Suggesting improvements in IT operations to make the system fool-proof, identifying performances bottlenecks and taking adequate measures to rectify faults
► Provided user support to approximately 250 users and ensured that their Windows Workstations are always up-to- date
► Kept the User’s Windows Server Park running via a Private Cloud and up-to- date using WSUS, SCOM and other Windows Tools
► Successfully implemented new Servers and Equipment consisting of Windows Server 2012 to 2016, Windows 7 to Windows 10 and Peripherals
► Handled the Maintenance of All Hardware, Software & Computer Systems
► Supported & implemented Active Directory for User’s Desktop Environment
► Successfully drove Digital Transformation, the transition from legacy systems to new IT solutions, making organizations future-ready in rapidly-changing environments
► Consistently worked on SOPs, Policies & Quality Assurance Measures to ensure delivery of high- quality IT services and products, leading to customer delight
► Worked as an Onsite Support for a large part of the Swedish Police Force
► Handled problems that the helpdesk first and second-line was not able to solve
► Resolved everything from computer issues to network problems or any other technical issue that could occur
► Served as a part of the 24/7 On-Call Team, providing on-call support
► Worked as a Consultant, and visited different companies to help them set-up a new computer helpdesk or resolve existing helpdesk problems to be more efficient
► Placed at HP supporting ERICSSON users via telephone as first and second-line support during the first year
Significant Highlights:
•Worked as a
► Provided Telephone support to private individuals, helped them set-up their high-speed internet connection and digital television via cable modem and set top boxes
► Served as a main technical support and performed troubleshooting
Significant Highlights:
•Provided Telephone support to private individuals, helped them set-up their high-speed internet connection and digital television via cable modem and set top boxes
•Served as a main technical support and performed troubleshooting
► Started working with logistics departments for the clients - Sun Microsystems and Packard Bell
► Deputed to a small IT Branch that handled support and maintenance of Windows Servers and provided user-support for the branch
Postgraduate in cloud computing, covering AWS and Azure
Vocation school for Electronics and multiuser systems
