IT Support Engineer
DFreight Shipping & Logistics
Total years of experience :6 years, 2 Months
▪ Managing IT Infrastructure and service desk.
▪ Leads in planning and implementing changes to infrastructure with the goal of enhancing performance
▪ Configures security settings or access permissions for groups and individuals for the CRM and ERP.
▪ Provides technical support (help desk) to users by troubleshooting problems related to network or platform performance.
▪ Works with Business Applications, vendors, consultants, contractors, and IT personnel from other City Bureaus, Divisions, and Departments.
▪ Leads the day-to-day operational support for server, storage or network infrastructures.
▪ Training the engineering team on new systems, protocols, and best practices.
▪ Monitoring computer systems and networks for viruses, malfunctions, and errors.
▪ Respond to customer inquiries and assist in troubleshooting and resolving challenges
▪ Provide Audio/Video and Computing support for high profile onsite/offsite presentations, events, and meetings.
▪ Follow the SLA for issues with respect to the severity.
▪ Prepare accurate and timely reports and maintain IT asset reports.
▪ Take ownership of customer issues reported and see problems through to resolution.
▪ Managing IT service tickets from 800 employees from 9 sister company group using JIRA service desk ticketing tool.
▪ Aligning internal IT processes to fulfil required support from all departments to maintain customer satisfaction and ensuring IT compliance for company’s infrastructure services
▪ Spearheading Technical site visits and installations and completing them within stipulated timeline in compliance with the service procedures, polices and standards
▪ Reviewing and improving the overall Customer support systems by developing new and improved ways to manage our Customer Experience
▪ Managing and assisting with the cohesive working relationship between all teams within the current Customer Service group - Customer Account Representatives and Inside Sales Representatives - with the overall goal of a world class experience and support to our end customers.
▪ Responsible for the growth and development of individual customer service associates with an emphasis on product knowledge, systems, proactive selling, and the skills /ability to fulfill their roles within the sales execution processes.
▪ Developing and sustaining a customer focused organization that can support the sales process including direct responsibilities for activities including quote follow-up and validation of leads/opportunities
▪ Providing support for POS systems - Sapaad, Micros FMC server, BIM POS and POSist.
▪ Supporting marketing team with websites and designing software support.
▪ Aligning internal IT processes to fulfil required support from all departments to maintain customer satisfaction and ensuring IT compliance for company’s infrastructure services
▪ ELV system configuration includes CCTV, PBX and Biometrics system etc.
▪ Maintained essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware
▪ Enabled faster and smarter business processes and implemented analytics for dependable IT infrastructure and networking that’s always up and running.
▪ Performed server administration tasks, including user/group administration, security monitoring and identifying any possibly intrusions, group policies, print services, research event log warnings and errors, and resource monitoring, ensuring system architecture components work together seamlessly.
▪ Maintained infrastructure requirements including, computers, servers, routers, switches, firewalls, printers, phones, security updates; support internet, intranet, LANs, WANs, and network segments
▪ Interacted with the help desk to assist in troubleshooting, identify root cause, and provided technical support when needed .Performed routine/scheduled audits of the systems, including all backups
▪ Wordpress content management and Autocad software support.
▪ Designing logo for branding and marketing.
▪ Conceived IT infrastructure project plans, schedules and monitoring projects with respect to cost, resource deployment, time over-runs and quality compliance to ensure timely execution of projects.
▪ Monitored power draw, ensured the proper upkeep of UPS and generators, local area networks, wide area networks, and data communications systems to ensure optimum performance.
▪ Participated in the implementation of the project, attending review meetings for evaluating project progress and de-bottlenecking as per communication plan with customer and internal stakeholders.
▪ Implemented overall IT infrastructure management for data centre in terms of Hardware implementation, Software, Storage and Backup solution as per agreed architecture
▪ Enhanced Network and Security infrastructure, by strengthening Network establishment connectivity and reliability of Network infrastructure to minimise downtime for business operations.
▪ Installed and configured Linux servers, UPS, IR Boards, LED TV`s, Projectors, Ubuntu 12.0, 16.0 software’s, hardware peripherals, security and biometric systems etc. for the client locations.
▪ Performed regular security monitoring, daily back up operations and ensured the data security and explored for any possible intrusions.
▪ Maintained the essential documents related with system administrations like hardware inventory register, fault register, fault analysis register, virus control log sheets etc.
▪ Coordinated with vendors, AMC support etc. for the smooth functioning and maintainence.
▪ Monitoring electrical safety and electrical provisions prior to the IT hardware implementation.
courses: MCSA Training Certificate
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courses: MCSA (Microsoft Certified Solutions Associate