IT Support Engineer
Diyar United Company
Total years of experience :5 years, 8 Months
Diyar United Company - Kuwait • Providing support to end users on a variety of issues. Identifying, researching, and resolving the technical problems. • Built and provided troubleshooting and desktop support on Windows. • Maintained response times in compliance with internal policies to support business continuity. • Helped in installing new device to Desktops and Laptops to new users. • Installing and maintain all type of application software. • Configuring printers in a network. • Support to oracle software. • Responding to telephone calls, email and personnel requests for technical support. • coordinate with Help Desk and update tickets and optimize service resolution.
• Built application platform foundation to support migration from client-server product lines to enterprise architectures
• Given Support T1, T2, T4
• Maintained response times in compliance with internal policies to support business continuity.
• Answer and resolve incoming phone calls and email communications, which include "on call" rotations to support 24-hour operations.
• Performed root cause analysis of reported issues to decisively discern and enact corrections.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Handled 35+ labs for best results
• Set up hardware and software in optimal configurations to meet network performance requirements.
• Served as primary point of contact for support relating to owned solutions and products.
• Responsible to extend Desktop Support, Laptop, Printer Support at Resident Site location, responsible to coordinate with Help Desk and update tickets and optimize service resolution
• Providing support to end users on a variety of issues. Identifying, researching, and resolving the technical problems.
• Maintaining CCTV
• Responding to telephone calls, email and personnel requests for technical support.
• Troubleshooting problems across both Windows and Mac operating system and applications.
• Documenting, tracking and monitoring the problem to ensure a timely resolution.
• Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Resolving technical problems with Local Area Networks (LAN), Wide area Networks (WAN), and other systems.
• Installed, configured, and supported local area network (LAN) and Internet system.
• Facilitated smooth network operations for a total of 300 above on-site users.
• Experienced in supporting routers, switches, wireless access points
• Identified and immediately resolved issues with network devices., .
• Configured networks to ensure smooth, reliable operation to meet business processes and objectives.
• Maintained company servers, computers, printers, cables and other equipment.
• Configured hardware, devices and software to set up workstations for employees.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Install, configure, and maintain network services, hardware, systems, and software for branches.
• Resolve LAN network issues and computer issues.
• Troubleshooting system and network problems, diagnosing, and solving hardware/software faults.
• Managing and troubleshooting Client’s IT System.
• Installation, Configuration and Administration of Windows Servers 2003/2012, Active Directory, FTP, DNS, DHCP, under various LAN and WAN environments.
• Develop and maintain Client’s network diagrams, technical reports and documentation.
• Securing Client’s network system by establishing and enforcing policies and defining and monitoring access.
• Performing network maintenance and system upgrades including service packs, patches, hotfixes and security configurations.
• Installing and Maintain all type of application software and antivirus.
• Configuring printers in a network.
• Provided technical queries and issues related to computer System, softwares like Windows, Office,
• Provided assistance for activation of Microsoft products.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provide technical assistance regarding MAC and KMS Keys for Commercial/Home-User Clients.
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across multiple time zones.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
• Resolved 15 technical support inquiries per day.
• Recorded and maintained relevant notes for each client and work order.
• Engaged end users and answered questions via email and phone.
• Built and provided troubleshooting and desktop support on Windows, Linux and Mac systems.
• Removed malware, ransomware and other threats from laptops and desktop systems. Identified and solved technical issues on Windows, Linux and Mac.
• Provided assistance on re-installation and configuring Windows OS and other softwares based on customer needs.
• Provided assistance in installing new device to Desktops and Laptops
I have done B.C.A (Bachelor in Computer Application) In which there are different language subjects are there like C Compita A+ , ITIL foundation 4, MCSE 365accociate,MCSE 365 Expert C++, Visual Basics, Data structure, Java, Advance Java... Etc.