IT Support Engineer
EXCIS LTD
Total years of experience :19 years, 11 Months
Manages and provides hardware and software maintenance and user training for newly hired personnel. Improved helpdesk service level via on-site support.
Maintain and update spreadsheets for equipment inventory.
Install and configures laptop for new hires.
Provides helpdesk service level via face to face support.
Ensure all network printers are working.
Troubleshoots laptop/desktop hardware and software issues.
Coordinates with supplier for warranty and RMA cases.
Use service now system for incident and requested items. Incident cases are properly handled and resolved in a timely manner.
Handles purchase order for IT equipment and accessories.
Checking and assigning tickets to corresponding team members.
Approves IT request sent by users
Orders stock replenishing
Handling projects like IT device disposal and coordinating with other groups for new site relocation
Coordinates with BT for network and PABX issues
Oversee all IT operations for the company with almost a 100 employees in different locations, supporting students remotely and in the center. Manages and provides hardware and software maintenance, user training, consultation and recommendations about future planning and development resources. Maintain close communications with company executives. Handled pricing, procurement and contract negotiations with vendors for IT equipment.
Improved helpdesk service level via voice, chat and email support.
Maintain and update spreadsheets for equipment inventory.
Juggle 2 projects at the same time with the same deadline, one was installing and configuring laptops for 25 students while the other one was building a learning center starting from project planning, budget costing, execution and completion.
Supervise 2 more learning center projects in the succeeding years.
Manages information technology, computer and phone systems.
Ensure technology is accessible and equipped with upgraded hardware and software.
Conducted numerious training sessions with the Staff Members.
Manage and operate its satellite communication network and monitors traffic per Satellite which provides each status.
Coordinate with the Satellite Operator & Field Engineers to bring the new Sites into the Network and interacting with the Customers, Satellite Operators for resolution of Service related problems.
Conduct site survey for possible VSAT location.
Provide technical support via telephone, chat, and email on answering inquiry and troubleshooting to address customer concerns and provide quality customer service.
As part of the Network Surveillance Team, we monitor all customer alarms using a tool as well as maintaining the center’s daily workload and ticket flow. As a team we are responsible for monitoring all new alarms and ensuring to the customer of the 15-minute S.L.A. (Service Level Agreement) will be met. The team is divided into 3 namely (there is weekly rotating schedule for us agents on which job to do for the week) :
Queue Manager - we manage the whole ticket bin especially new tickets from the Netcool tool and the tickets that are put on cover off and assign the ticket to proper engineers in a timely and orderly manner. Coordinate with Alarms Manager to verify if new alarm/ticket is related to another ticket
Alarms Manager - we monitor the alarms in Netcool. Provides initial testing to alarms by doing a ping test. Coordinate with Queue Manager to check if there is an open ticket existing for the SAME COMPANY AND SAME SITE and if it’s related with the new alarm. Create new tickets from alarms or holding the alarms if necessary.
Notifier/s - we coordinate with Alams Manager for customers/tickets that need to be worked on or notified. We also coordinate with Queue Manager for a ticket that needs to be assigned after notifying the customer.
Provides second level support for clients using CISCO Linksys devices. Assisting customer from configuring and troubleshooting devices.
Assistant Team Lead | Officer in Charge if Team Lead is unavailable.
Conduct team sessions for product refresher course
Handled escalated calls from team members to resolve client inquiries regarding computer-networking problems based in case handling procedures
Configure Linksys modems/routers, VPN, hubs, and switches, network attached storages, gigabit cards, print servers, specialty products like media adapters, USB Bluetooth adapters, media links, wireless video cameras and VoIP devices.