ICT Assistant
Gems Wellington Academy, Silicon Oasis
Total years of experience :8 years, 10 Months
Setup user accounts and profiles for all users.
Monitoring, maintaining and troubleshooting active directory, DHCP issues.
Monitor, maintain and troubleshoot issues with user accounts and printers on Equitrac server.
Maintain the file server by managing user access rights, permissions and restrictions.
Manage and monitor the CCTV system on a regular basis.
Manage and monitor the Fortinet firewall and provide or restrict access depending on the teacher / student educational requirements.
Record monitor and control software licenses purchased and used and notify Gems Corporate IT team when upgrades or renewals are required.
Respond to parent and student queries related to their access to home learning portal.
Install, configure and maintain and test all IT assets, including new computers and peripherals, softwares and patches.
Repair and maintenance of all IT assets and associated equipments and escalating the issue to the respective departments.
Report and secure faulty facilities and equipments until removed or replaced to ensure health and safety.
Ensure repair work is raised quickly and followed up with the concerned third party / in-house departments.
Set up and maintenance of Windows and MAC labs.
Maintenance and audit of IT assets inventory.
Provide support for tests and exams conducted in School.
Maintain records and manage log of all work done using a centralized service desk portal.
Support events and festivals at school by ensuring all the ICT equipments required are fully functional and thus contribute to its success.
Printer maintenance and set up.
Communicate with users in assessing their ongoing needs, recommend best practices and effective solutions.
Provide support and training to users, develop manuals and user guidelines.
Setup and maintain all audio-video systems. Edit and publish concerned contents on the video wall.
Track, respond and close IT incidents /service requests placed through a centralized corporate helpdesk.
Act as a liaison with vendors for warranty repair works and hardware / software recommendations.
both onsite and through remote software support):-
Handling incoming incidents via the phone / email.
Diagnosing and resolving a wide range of technical issues over the phone.
Escalating calls and issues where necessary to team leads.
Ensuring that all call details are captured and entered into the logging software.
Updating support documentation.
Updating / educating the user about the issue.
Track, respond and close trouble calls placed through a centralized corporate helpdesk.
Configuring and building Pcs for users
Ms office installation and configuration
Acts as a liaison with vendors for warranty repair works and hardware/software recommendations.
Third Party software installation and maintenance.
Managing user data integrity and security.
Responsible for implementing user state / data virtualization for various sites / branch offices across Gulf region.
Tracked the movement of company equipment by managing the asset management database.
Designed and Implemented detailed Group Policies for users.