IT Support Specialist
Accumed
مجموع سنوات الخبرة :5 years, 8 أشهر
Technical Experience:
Servers
Proficient in installing, configuring, and monitoring server systems, specifically focusing on Window Server 2019/2022, ADDS, DHCP/DNS, both on premises and within virtual machine environments such as Hyper-V, ESXI.
Skilled in creating, configuring, managing, and maintaining user profiles, user groups, group policies, folder access, and permissions, ensuring smooth operations as per requirements.
Experienced in the installation, configuration, and implementation of endpoint protection solutions
(Kaspersky, Symantec) for servers, client PCs, and mobile devices, effectively safeguarding the network and its resources.
Networking
Proficient in designing, planning, and implementing secure LAN/WAN networks, incorporating best IT practices to ensure a robust infrastructure throughout the organization. Skilled in configuring Firewalls like FortiGate, Cisco Meraki, routers, access points, and switches.
Provides comprehensive L1 & L2 technical support to users regarding network system operations. Capable of diagnosing problems with network equipment and performing necessary repairs or upgrades when appropriate.
M365
Proficient in M365 administration, encompassing tasks such as user creation/deletion, license assignment, mailbox configuration, app installation, configuration, and troubleshooting for applications such as Word, Excel, PowerPoint, Outlook, Teams, and OneDrive. Experienced in managing both online and offline functionalities.
Skilled in delivering comprehensive training sessions to users, empowering them to effectively utilize Office 365 and maximize its potential.
Capable of promptly addressing user requests for assistance, particularly regarding account-related issues, including password resets and other account management tasks.
Committed to providing excellent customer service and ensuring users have a seamless experience with Office 365.
Computing/Peripheral Devices
Proficient in providing technical support for various computing devices, including HP, Dell, Lenovo, and Apple products. Skilled in troubleshooting hardware and software issues, performing installations, and assisting
with device configuration.
Experienced in Windows operating systems, with expertise in installation, imaging, and cloning for Windows 10, 11. Capable of efficiently setting up and configuring systems to meet user requirements.
Knowledgeable in HP printer/plotter/scanner installations, online backup solutions, and software
deployment, including applications such as Adobe, Microsoft Office 365, and G Suite. Able to effectively manage and support CCTV cameras and perform NVR/DVR backups.
ITSM Tools
Receiving and logging user requests and issues through the ticketing system.
Prioritizing and categorizing tickets based on their urgency and impact on users.
Assessing and diagnosing user problems to identify the root cause.
Providing timely and accurate responses to users' tickets, ensuring clear communication, and understanding.
Resolving user issues within the defined service level agreements (SLAs) or escalating them to the
appropriate team for further assistance.
Tracking the progress of tickets, updating users on the status, and expected resolution time.
Collaborating with other support teams or departments to resolve complex or cross-functional issues.
Documenting solutions and best practices in the ticketing system's knowledge base for future reference.
Technical Experience:
Servers
Networking
M365
Computing/Peripheral Devices
User Support
Technical Experience:
Servers
Networking
M365
Computing/Peripheral Devices
User Support
Client Support
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