IT System Support Engineer
Texas A&M University at Qatar
Total years of experience :14 years, 11 Months
• Provide consultative service and support to users for using complex software applications.
• Responsible for taking and logging incoming calls and providing efficient support for all first line and second line issues relating to Desktop software, Web Services, Networking, Security, Laptops and peripherals.
• Consistently ranked as top-tier performer in handling incident logging, call handling and resolutions.
• Researched complex problems for end-users and recommending best solution based on client needs.
• Experienced in handling Academic and Research Engineering Software installations and troubleshooting
• Hands on ability in troubleshooting scientific instruments - National Instruments, High speed cameras etc.
• Manage and deploy O/S Images for general computing and academic labs.
• Experienced in level one support for Mac OS X including back-up, network and printer connectivity.
• Supporting Mobile devices in upgrading, troubleshooting or installing apps for faculty & staff.
• Ability in handling conflict, and providing effective and assertive customer service.
• Quickly assumed greater responsibility due to performance, self-initiative and customer service skills.
• Recommend cost-effective IT solutions to complete day to day IT requirements
• Deliver effective hardware and software fault-finding and repair services, identifying and troubleshooting technical issues and replacing parts as appropriate
• Managing the administration of the company intranet and overseeing the operation of the remote CCTV system
BTEC Higher National Diploma in Computing awarded by Edexcel