IT Technical Support Engineer
Watad Group
Total years of experience :12 years, 6 Months
• Monitoring and Maintenance of Physical and Virtual Servers, as well as Desktop Computers.
• Manage Active Directory groups, user and computer objects, the AD Schema, and Group Policy.
• Administrative and troubleshooting expertise across all aspects of Windows Server 2012, 2016, 2019,
and 2022.
• Configuration and troubleshooting of DNS, DHCP, and daily operational tasks.
• Deploy new servers with Windows OS or upgrade existing systems according to client requirements.
• Manage Active Directory, user and group access management, and Group Policy.
• Experience in managing high-priority tickets (P1, P2) while maintaining the SLA requirements.
• Promptly Addressed Client Inquiries and Technical Issues, Providing Effective Solutions.
• Managed a Team of Engineers, Coordinating Efforts to Resolve User Tickets Within SLA.
• Escalated Issues and Coordinated with Vendors to Ensure Timely Resolution. Prepared and Sent Daily
Reports to the IT Manager.
• Provided Support to Users Through Onsite, Remote, On-Call, and Email Channels.
As a Level 2 Desktop Support Engineer, I was responsible for the IT queries from the Internal Business user.
•Incident and Change management with ITIL Processes
•Monitoring and troubleshooting CBMS Server
•Active Directory Management.
•Antivirus Management
•Testing and Deploying software patches and Updates through SCCM
•Preparing performance, compliance and various other reports
As an IT Service Desk Engineer who is assigned as a SPOC for all IT Queries and Issues.
•Incident Management with ITIL Process
•Monitoring Assigning and Routing the Incidents to Concerned teams.
•Monitoring and managing the alerts with HP Service Manager, Network Node Manager, Central Monitoring Service (CMS) and HP Operational Manager.
•Configuration and troubleshoot of desktop, Laptops and VDMS Printers.
•Remote Support with Microsoft System Center, Remote Desktop, Skype for Business and Ultra VNC.
•Provided Support on SharePoint, MS Outlook and other MS Office tools.
•Responsible for User Id management.
Deputed as Customer Engineer (Team Leader) for Managing the IT Operation of the client.
• Handling And troubleshooting PC, Laptop, printers, network, software and other IT Related issues.
• Log calls and solve the issues, if not solved escalated the call to higher level as co-ordinate to solve ASAP.
• Find defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Inspecting the IT assets quarterly and giving proper report to IT management.
• Troubleshooting OS related problems.
• Troubleshooting of network related problems over intranet and internet.
• Microsoft outlook, outlook express and webmail configuration and troubleshooting.
• Performed Remote Desktop Support.
• Installation and configuration of OS like Windows 2000, Windows XP, win 7, windows 8and patches.
• Backup and restore jobs.
• Diagnose and resolve technical issues of all type of Printers.
• Setting up and configuring new laptops and desktops.
• Assembling of computer systems and peripheral devices.
• Network printer’s configuration.
• Troubleshooting and support to company’s software’s and applications.
• Installing antivirus, managing permissions and installing patch updates.
• Managing users data by encrypting the laptop.
• Mail configuration in Smartphone’s and tablets.
• Participated in Windows migration project in SBI Life.
• Installation and configuration of Windows Server and Client OS
• Experience in Xerox A3, A4 printers.
Diploma in Electronics Engineering.