PROFESSIONAL SUMMARY:
- An enthusiastic, hands - on IT professional with more than 8 years’ experience in support.
- Proven track record of managing and maintaining Tape backup, Servers and Desktops in LAN/WAN network infrastructures, and adopt a meticulous approach to ensure the smooth-running of business operations.
- Qualified to industry standards, Ability to adapt to quickly changing and unexpected work priorities
- Processed support requests from phone calls, emails, and walk-ins, and log/track the information
- Answered all requested directly or escalated them to the upper level for resolution
- Followed policies and procedures to ensure adherence to company guidelines
- Followed ITIL practices regarding incident, problem and change management
- Provided basic and knowledge to 8 employees in 2 companies when needed to help reduce Help Desk related issues
- Received and triaged incoming Helpdesk incidents according to Helpdesk priority and documentation procedures, and maintain work documentation within the help desk software platform
- Logsed, documents and maintainsed all equipment inventory records and repairs
- Performed PC deployment, maintenance, cleaning and repair; pickuped and deliveried of needed parts and equipment as necessary
- Worked technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows Vista, Windows XP, Windows 7, Windows Server 2003,2008 and TCP/IP
PROFESSIONAL EXPERIENCE:
IT Support Specialist
Confidential
Responsibilities:
- Diagnosis of desktop, application, networking and infrastructure issues
- Troubleshooting Servers, Desktop, laptops, mobile devices and peripherals
- Providing 1st and 2nd line support to customer
- Maintaining a log of all problems detected and system backups
- Responsible for maintaining backups and for project work such as new builds
- Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory
- Management Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall configuration
Technical support engineer
Confidential
Responsibilities:
- Managed network, peripherals and workstations in Windows platform
- Managed a team of technical support personnel supporting departmental customers (4 person)
- Defined and setup backup and data recovery procedure and processes for the department’s desktop and computers
- Recommended and managed upgrades, patches, and new software applications and hardware equipment
- Performed sequential firmware upgrade
- Worked remotely with client and lab equipment to recreate and provide the best solution at first time
- Provided setup recommendation for client to get the best performance
- 24x7 accessibility and outside of business hours project work (on-call on a rotational basis)
- Work closely with software suppliers to resolve operational issues with tried to slove them by my self if was not slove then sent it to programmer team
- Backuped and restored SQL Server database in Windows Server 2003
Windows System Administrator
Confidential
Responsibilities:
- Managed the overall administration of Windows System applications.
- Performed various troubleshooting and maintenance operations in Windows Server environments
- Installed latest versions of Operating Systems on demand, per requirements of the clients
- Provided 2nd and 3rd line windows support
