INFORMATION TECHNOLOGY SUPPORT ENGINEER
COLOURS GROUP OF COMPANIES
Total years of experience :6 years, 2 Months
1. Improved IT system performance by implementing proactive maintenance processes and timely upgrades, resulting in a 20% decrease in system downtime.
2. Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
3. Optimized system performance, conducting routine checks and addressing potential issues before escalation, leading to a 15% improvement in system reliability metrics.
4. Used ticketing systems to manage and process support actions and requests, resulting in a 20% increase in efficiency in handling support tickets.
5. Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
1. Provided first-line technical support to end-users, addressing hardware, software, and network related issues through remote assistance and on-site visits for an average of 85 users per day.
2. Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users, resulting in a 20% increase in customer satisfaction scores among a user base of 5000 employees.
3. Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions, resulting in a 25% increase in first-call resolution rates.
4. Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement, resulting in a 15% increase in overall service desk efficiency.
5. Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
6. Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations, ensuring uninterrupted services.
1. Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems, resulting in a 25% decrease in average downtime incidents reported by users.
2. Ensured data security with regular system maintenance tasks including patching, updates, backups, and antivirus scans.
3. Upgraded operating systems and computer software to ensure compatibility with programs.
4. Installed and configured operating systems and applications, enhanced system performance by optimizing server configurations, and implementing regular updates.
5. Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel, resulting in a 20% reduction in unauthorized access attempts and a 15% increase in compliance with security protocols.
6. Improved security measures by conducting vulnerability assessments and applying necessary patches.
7. Monitored networks and network devices to resolve technical problems quickly, resulting in a 30% decrease in network downtime incidents and a 20% improvement in network performance metrics.
8. Installed and configured network printers and other peripheral devices.
1. Configured and maintained routers, switches, and firewalls to ensure optimal network performance, resulting in a 20% increase in network speed and a 15% decrease in network latency.
2. Diagnosed and resolved network issues, collaborating with cross-functional teams to identify and implement solutions promptly, leading to a 25% reduction in mean time to resolution for network-related incidents.
3. Installed and maintained network hardware, including routers, switches, and access points.
4. Utilized network monitoring tools to track network performance and generate reports for management.
5. Conducted regular network performance monitoring and implemented adjustments as needed.