Technical Support Engineer
Bahwan CyberTek LLC
Total years of experience :8 years, 4 Months
Working as Technical Support Engineer, providing IT support for DHA Staffs from Multiple Govt. Hospitals and Public Health Centers (PHCs) under Dubai Health Authority in the Emirate of Dubai.
Managing First and Second Level Support calls for any IT issues reported to the IT Service desk.
Resolve desktop related issues through phone, email and remote support using LANDesk Desktop Management tool.
Logging the calls in Ivanti ISM CRM tool for any service requests and incidents reported by users.
Remote Troubleshooting of Intranet apps, OS & desktop software related issues such as MS-Office, Anti-virus, Acrobat reader, browser issues, Frequent Account lockout issues & performing AD account password resets.
Resolving DHA internal apps access issues in coordination with the Application Team.
Ensure that 100% calls are captured in the Ivanti ISM call logging tool after receiving incident & service request reports from users.
Perform incident classification, prioritization, correlation with other reported incidents and matched against known errors.
Create work requests on Ivanti ISM CRM tool and assign it to appropriate level 2 Technician/ Engineer or concerned teams and follow up for any updates on it till closure.
Dubai Health Authority (DHA) project.
● Working as Application Support Engineer, providing support for
DHA Staffs from Multiple Govt. Hospitals and Public Health
Centers (PHCs) under Dubai Health Authority in the Emirate of
Dubai.
● Managing First and Second Level Support calls for any application
issues reported to the support.
● Resolve Software related issues through phone, email and remote
support using LANDesk Desktop Management tool.
● Logging the calls in Ivanti ISM CRM tool for any service requests
and incidents reported by users.
● Remote Troubleshooting of Intranet apps, OS & desktop software
related issues such as MS-Office, Anti-virus, Acrobat reader,
browser issues, Frequent Account lockout issues & performing AD
account password resets.
● Resolving DHA internal apps access issues in coordination with the
Application Team.
● Ensure that 100% calls are captured in the Ivanti ISM call logging
tool after receiving incident & service request reports from users.
Perform incident classification, prioritization, correlation with
other reported incidents and matched against known errors.
● Provide first level support to resolve the incident, using remote
support tools for incident resolution.
● Create work requests on Ivanti ISM CRM tool and assign it to
appropriate level 2 Engineer or concerned teams and follow up for
any updates on it till closure.
Worked for a project of Mercedes Benz Research and Development India (MBRDI).
●Experience in supporting issues related with Atlassian Tools (Software Development Tools): Jira, Confluence, Stash, Bamboo and Crucible and supporting the user.
●Provide User Management and support for 1000+ local and remote users, manage system access across groups to ensure compliance, and maintain best practices.
●Experience in processing New Project requests, Project Admin Change requests, new user creation and extending rights to users.
●Create and manage security schemes, permission schemes and configurations.