IT Service desk
Freelancer
مجموع سنوات الخبرة :5 years, 10 أشهر
Provided tier-1, 2 support to resolve software server, desktop, printer, phone, and office equipment issues for 100+onsite remote end-users boosting efficiency by 30%
Performed the assembly, repair, and maintenance of more than 1000 desktop and laptop computers with a 93% customer satisfaction rating obtained through customer feedback survey.
Installing of Cat3, Cat 5e, Cat6, Cat7, Fiber optic FTTP cabling, and Coaxial cables.
Installing and configuration of printers, hubs, UPS, internet connectivity, etc.
Provide advanced support on desktop application deployment, network connectivity, printing, and any other hardware and software issues and assist end-user remotely over Any Desk, TeamViewer and SCCM Tools.
Design, Specify, Fixing, and Install analog and digital CCTV Systems (32 cam).
• Maintenance/monitoring of computer systems, Laptops, printers, and scanners
• Minimize risk and change software installation to fix problems by 50%.
• Installation, Monitoring & enhancing of an organization's operating systems and applications.
• Analyze, organize, and coordinate daily department activities and established goals
• Provide users with desktop hardware and software technical support.
• Testing, upgrade, and evaluating new technology every 3 months.
• Managing full requests and service level agreement (SLA) with a minimum of 10 phone calls per day, ensuring services are restored to customers as quickly as possible; hence the service availability has increased from 82% to 93% in my team.
• Network troubleshooting and cabling configurations, TCP/IP networking, DNS, DHCP, Anti-Virus, and VPN.
• Reducing customer complaints through the helpdesk ticket system & analyzing data to 10%.
• Update and develop of the Infrastructure (compare and minimize errors).
• Development/maintenance of internal networks in order to improve the performance and minimizing downtime by 40%.
• Facilitating the Setting up of new users’ accounts /profiles and dealing with the not resolved password issues.
• Dealing with Microsoft Windows Server, Active Directory, Group Policy, and NTFS.
• Led team of four persons overseeing all aspects of social media strategy, increasing Instagram/Facebook followers by 200% person and 300% accordingly.
• Provide technical support to the employees and respond to inquiries 24/7.
• Trained, Taught, and Prepared 30+ employees in new systems, and 90% of them were able to pursue the required programs.
• Perform troubleshooting mainly through diagnostic techniques and 30% through the pertinent questions.
• The graduation project was about designing and building a network for University (LAN and WAN for more than 70 employees).
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