Desktop Support Engineer
Eyewa
مجموع سنوات الخبرة :13 years, 5 أشهر
Managed Ac ve Directory by crea on of distribu on and security groups,
giving necessary permissions, group policies and user account
management.
• Nego ated with vendor to purchase hardware and so ware products &
ensured the procurement of the product.
• Implement a cost savings strategy to reduce cost incurred from Vendors.
• Managed the inventory of hardware, so ware and licenses.
• Eliminated security breaches by upda ng so ware versions and installing
new so ware when necessary.
• Designed and set up new work sta ons for staff, including hardware,
so ware and required accessories including server permissions and
downloaded the so ware as per posi on requirements.
• Responded to customer emails/ ckets to provide service within standard
response me set by the company.
• Responded to users experiencing technical issues and provided step-by-
step instruc ons to resolve issues including reboo ng hardware.
• Provided posi ve customer support to difficult customer issues using de
escala on methods and by maintaining composure and pa ence.
• Regularly reported to customers regarding the progress and es mated
mes for resolving their issues.
• Wrote technical papers, user manuals, instruc ons, and documents for IT
support.
• Defining SLAs for the incident, change & problem ckets and responsible
for preparing the SLA report.
Managed Ac ve Directory by crea on of distribu on and security groups,
giving necessary permissions, group policies and user account
management.
• Nego ated with vendor to purchase hardware and so ware products &
ensured the procurement of the product.
• Implement a cost savings strategy to reduce cost incurred from Vendors.
• Managed the inventory of hardware, so ware and licenses.
• Eliminated security breaches by upda ng so ware versions and installing
new so ware when necessary.
• Designed and set up new work sta ons for staff, including hardware,
so ware and required accessories including server permissions and
downloaded the so ware as per posi on requirements.
• Responded to customer emails/ ckets to provide service within standard
response me set by the company.
• Responded to users experiencing technical issues and provided step-by-
step instruc ons to resolve issues including reboo ng hardware.
• Provided posi ve customer support to difficult customer issues using de
escala on methods and by maintaining composure and pa ence.
• Regularly reported to customers regarding the progress and es mated
mes for resolving their issues.
• Wrote technical papers, user manuals, instruc ons, and documents for IT
support.
• Defining SLAs for the incident, change & problem ckets and responsible
for preparing the SLA report.
Managed various Annual Maintenance Contract
• Improved customer service by assis ng in the enhancement of the
company's technical support process.
• Assisted client stakeholders by collabora ng with support team to
explain, troubleshoot, and resolve emergent technical issues pertaining to
printers, PCs.
• Assisted in streamlining repair processes by documen ng each repair to
facilitate technical support ac ons in the future.
• Wrote technical papers, user manuals, instruc ons, and documents for IT
support.
Paid close a en on to customers' concerns and worked relessly to
resolve customers' problems to their sa sfac on, which resulted in a loyal
customer base and increased company's posi ve reputa on.
• Conducted nego a ons to resolve disagreements and misunderstandings
to successfully resolve conflicts to sa sfy both par es.
• Acted as
Collaborated with other company departments to develop appropriate
training to facilitate the understanding of product features.
• Determined and resolved bugs and other issues regarding project
requirements in a mely fashion.
• Assisted client stakeholders by collabora ng with support team to
explain, troubleshoot, and resolve emergent technical issues.
• Developed a task system to improve workflows for all employees and
management.
BSC Computer Science