senior IT Technical Support /Helpdesk
King's Academy
Total years of experience :9 years, 11 Months
- Lead, supervise and assist other help-desk technicians in support of a major or complex product
- Develop and provide expert technical training, technical coaching, and mentoring to other help-desk employees
Log all calls on the call logging system and be on call 24/7.
- Provide end-user applications with operating systems such as Windows, and applications such as Microsoft Office.
- Respond to staff service calls/requests as a first line of technical support, gathering information to resolve the problems.
- Perform basic network functions to including when needed daily backups, file restoration and UPS Operational checks, also Provide help and support on the CISCO phones.
- Troubleshoot and builds PCs and installs add on boards and accessories. Manage, troubleshoot, and repair desktop equipment, laptops, and related equipment including returns to manufacturer for repair of replacement.
- Troubleshoot printing problems, and Network printing and Make a periodic maintenance -usually with one of the vendor’s technician guys.
- Configure user logins/profiles, E-mail accounts and workstations in accordance with KA standards.
- Work with IT Department Manager to keep him informed of any needs and questions or problems in the campus.
- Assist staff with local and network applications, converting files from other applications, unzipping and decoding, formatted E mail attachments, connecting to share folders or network drives.
- Maintain application and operating systems license tracking and compliance; for all software bought by KA IT department.
- Monitor network operations (including disk utilization, system usage, etc.);
- Design and implement anti-virus strategies as needed and assist staff with desktop use of anti-virus software.
- Create checklists and tips, electronic and paper, for repetitive Help Desk tasks.
- Provide support for any related issue in Animation and Language Labs.
- Help AV team with some basic functions and tasks if needed.
- Provide our users (Faculty, Students, Staff, guests and visitors) with highest level of support and ensure to treat them with professionalism, and make a good impression and let them feel they maintain a highest level of satisfaction.
- Receive the tablets and laptops at the end of the academic year from students, faculty, and some staff; provide help if they need to backed-up their data.
- Testing and evaluating new technology.
- Data Entry for all items and data related to IT equipment.
- Prepare Reports and documentations for IT Manager/ Director when required.
- Cooperate with Security department in some cases such as lost and found items.
-Installing windows and its applications.
-Maintaining PCs and Laptops.
-Building and Maintaining computer networks between the Ministry
Departments.
-Coordinating between the ministry of health and the computers
Dealers / suppliers.
• 2/2005 - 6/2008 \[Canada International-IEE Inc\]:
- Marketing Supervisor.
- Sales Supervisor.
- Organizing International Fairs and events - In Jordan & Canada.
- Certified Test Administrator (CTA) for the TOEFL iBT exam.
- Maintaining PCs and Laptops.
• 1/2004 - 1/2005 \[Techno Ware company for Computer Trading\]:
- Indoor / Out door sales - computer parts sales.
- Maintaining PCs and Laptops.
- Supporting the Network team.