IT Helpdesk Engineer
ITP
Total years of experience :18 years, 8 Months
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for 500 users across the board
• Respond to queries either in person or over the phone. Respond to email messages for customers seeking help. Install, modify, and repair computer hardware and software.
• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
• Responsible for installing, administering and troubleshooting security solutions
• Support disaster recovery plans, performing regular backups and creating ghost images of workstations prior to upgrades.
• Work with Net Helpsek software to check/allocate and close the service requests.
• Supporting internal applications like Magnet, CRM, HRMS and Boole applications.
• Encryption of user data using Bit locker.
• Work with WSUS server to make sure all the nodes have got recent updates
• Check the anti-virus server on regular basis to make sure all the PCs are threat free if find any issues takes quick action on that
• Deal with external vendors to get quotes to negotiate and also to get service calls done
•It was a start-up web development agency, so my basic responsibility was on the technical side
• Purchase/Create hosting packages, configure FTP, Configure WHM and cPanel.
• Registering the domain names and configure them by adding A record and MX records for web hosting and email hosting
• Install WordPress on web hosting and upload default themes to build websites on that
• Create data bases using WHM and configure the same in installed WordPress theme
• Support the local network, Mac and Mac storage box
•Assisting the Sr. Web Developer in whatever way possible like helping him basic htm/cssl coding and basic Photoshop editing.
• I had taken one project for SEO which I made sure the site came on first place for search result in major search engines like Google for targeted keywords
• Configuration of Google Analytics and web master tools to monitor the performance and traffic of a the websites
• Managed an IT operations team of 4 Engineers and a coordinator for daily IT operations.
• Worked with IT infrastructures/services like Active Directory, Google Apps Mail Server, Network Switches, Antivirus Server, Laptops, Desktops, Database Servers, Hadoop Servers, Mobile devices and IT Peripherals
• Assisted team to succeed in getting the IT Security Certificates like ISO and PCI.
• Liaise and negotiate with hardware vendors and ISPs for getting the competitive quotes.
•Deployed an ITIL based IT help-desk solution called ZOHO Manage Engine Plus.
• Contact ISPs for link down issues and follow up with them to get the link up and running.
• Manage Office 365 admin portal to create Office packages install and activate the same as per user’s request.
• Managed the Citrix HSD environment for creating virtual machines.
•Follow-up on pending support requests and resolve escalated issues (trouble tickets).
• Took initiative to deploy BJ info through GPO, created IT Process flow charts and launched the IT Knowledge base based on video tutorials.
• Administration of Microsoft Windows Servers, DHCP, AD, MS Exchange, print servers and network system.
• Configuring CISCO IP Phones for new clients and users.
• Coordinate with Vendors for procurement of ideal IT hardware and software.
• Managing the Layer 3 switches by creating different VLANs and assigning it for new clients.
• Providing IT support to entire Middle East offices using Symantec PC anywhere.
• Provided IT support to more than 50 clients for their day-to-day IT operations. Major clients included DOT (Aviation), JP Morgan, Bank of America and Bank of Montreal.
• Provided IT user support and maintenance services to all of the company’s divisions and the clients of Servcorp as
and when required.
• Basic responsibilities was to check and assign the tickets to engineers for desktop and laptop-related issues.
• Later got promoted to manage the server calls and system engineers to get the tickets resolved.
• Once assigned, to ensure the engineer accepts the job, appears onsite on time and successfully completes the assignment.
• Take reviews from the clients regards to the quality of service of the engineers, time taken to solve the issue and satisfaction levels of the client.
• If any engineer gets stuck in between due to any reason help them out by giving the technical support or any assistance required.
•Prepared an IT Lab in-house using VMware virtualization software for testing purposes.
• Replace any Engineer is he/she is on leave and visit the site and get the work done.
• I was the Point of Contact for support for Dell Consumer Products in UAE, since Emirates Computers was a Dell Gold Partner Company.
• Managed independently all technical aspects of the company.
• Set up workstations and laptops for new employees, configured systems, ensured network connectivity, installed and tested hardware and software.
• Deployment of all range of servers, desktops, printers, scanners, VOIP Phones and UPS.
•Installing and configuring BACULA backup client in all the PCs (Linux/Windows).
• Setup the VLAN for different departments using Linksys managed switch.
• Preparing the technical documentation and uploading it to wiki for all the completed projects or tasks.
• Created and maintained complete IT Inventory using software made by in-house.
• Helped the Sr. Sys Admin to finish the project of VOIP for around 150 users.
• I have helped the company to get a new IT Vendor which saved them lot of money compare to the old vendor, since
the old vendor was charging lot of money.
•Set up workstations and laptops for new employees, configured systems, ensured network connectivity, installed and tested hardware and software.
• Configure RAID, Install OS and stag the servers and connect the network in VSNL data centers.
• Troubleshoot and fix the issues of servers and desktops on hardware and software level.
• Maintained the IT inventory using Asset Navigator software.
• Installation and configuration of Email clients like Microsoft Outlook, Mozilla Thunderbird and Outlook Express.
• Installation of Trend Micro antivirus client.
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