IT Support Engineer
Dunia Finance
مجموع سنوات الخبرة :12 years, 7 أشهر
Providing support to the end user in deployment, migration and resolving other technical issues with troubleshooting desktops, laptops according to the tickets priority in the end user. Supporting through phone calls or remote desktop services to resolve the issues in CRM and project related applications
Monitoring the back logs tickets and ensures it close on time. Backlog tickets such as disk usage, CPU, memory utilization, service down and no ping, handling priority Incidents, branch calls on server failures.
•Analysis of crash dump of an unexpectedly reboot servers.
Monitoring P1, P3, P4 tickets in Incident Management System (IMS) ticketing tool and managing bridge call with the multiple team engineers for resolution of an incident. Deploying and configuring new LAPTOP, DESKTOP and THINCLIENT. Outage/update and closure notification mail to be send to concern technical team and management team of each and every troubleshooting step.
Installing software applications and monitoring software and hardware and involved in the data backup and recovery.
Escalating the issues to next level engineers and management as per ITIL process.
We maintained the essentials such as operating systems, business applications, security tools, web servers, LAN and WAN Networking, VOIP.
Supported to the outlook mail configuration. Version (2003, 2007, 2010). Providing proper resolutions and achieving SLA.
Provided technical support, including identifying problem incidents with their subsequent resolutions.
Supervised and performed installation of new IT network equipment and system software. Administered creation of IT accounts and computer systems and offered support. Updated management on a regular basis through reports and presentations and via email.
Configuring and supporting to the routers and switches (CISCO).