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Desktop Support Lead Resume

Dubai, UaE

Objectives: To obtain a challenging position with a leading organization that will enable me to utilize my technical skills and experience to participate in its growth while providing me with an opportunity for professional growth.

Professional experience:

11/2010-08/2011 Confidential Dubai UAE Desktop Support Lead

  • Desktop support for over 4,00 office base clients and remote users in a Windows 2000/XP environment.
  • Manage technicians and the schedules
  • Maintains complete records of software and hardware inventory 07/2010 - 10/2010 On contract with Confidential in Lajes, Portugal
  • Provide IT support to the Department of Defense School System in Europe
  • Interfaces with end users to resolve problems concerning system functions reported through a problem ticket. Reviews information provided and diagnoses issue based on established, routine procedures and scripts. Resolves problems by following basic scripts.
  • Migrate all Clients to MS Office 2007
  • Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes and as specifically directed.
  • Installed/Configured/Troubleshoot Educational Software
  • Configure, troubleshoot and install desktop, laptops systems in a Windows 2000, and XP Professional environment
  • Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems.
  • Add and rejoin client PCs to enterprise AD (Windows2003)
  • Remotely access and troubleshoot clients pcs (Dameware)
  • Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)
  • Data recovery (documents and over size .pst Outlook files)
  • Maintaining hardware inventory through Company asset management software2
  • Configure, install and Troubleshot MS Outlook 2003/2007, including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
  • Replacing system board, I/O cards and hard ware upgrade for Desktop PCs
  • Install and configure peripherals like Smart Boards, hubs, modems etc.
  • Install Local and network printers
  • Operation Systems: Windows 2003 server, Windows 2000, Windows XP
  • Network: Windows 2003
  • Mail Outlook 2003/2007

2008-2010 Confidential Dubai UAE (DSL)Desktop Support Lead

  • Desktop support for over 4,00 office base clients and remote users in a Windows 2000/XP environment.
  • Manage technicians and the schedules
  • Maintains complete records of software and hardware inventory
  • Works closely with contractual hardware support vendors to ensure quality repairs and timely maintenance of computing equipment
  • Configure, troubleshot and install desktop, laptops systems in a Windows 2000, and XP Professional environment
  • Configure and install various computer applications upon users specific needs based on INI standards
  • Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems. Add and rejoin client PCs to AD
  • Maintain an effective rapport with customers.
  • Ghost image and Restore/Configure user profile, mail, and data (Documents, outlook .pst files, Favorites, Cookies)
  • Create/ manage user profiles
  • Configure, install and Troubleshot MS Outlook , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
  • Hardware/Software upgrade
  • Install and configure peripherals like Printers, hubs, modems etc.
  • Setup network Printers
  • Data recovery (documents and over size .pst outlook files)

12/2007 - 03/2008: Confidential Title: Network Control Technician:

  • Monitored within the WNMC (Wireless Network Management Center) T1, T3 issues through OMC and alarm filter. 3
  • Identify, verify, and isolate trouble in the EBTS
  • Obtain and use data relevant to testing and communication with business partners
  • Employ strategies to test and diagnose EBTS problems
  • Distinguish when a problem appearing to be an EBTS issue may be related to another network element or transport component / Create trouble tickets and dispatch them
  • Restore functionality/operation of the EBTS
  • Dispatch field technician to cell site for hard reset and repair
  • Ticketing system - Clarify

05/2007 - 12/2007: Confidential at ExxonMobil VA Title: (Desktop Support Technician Level 2)

  • Provide Tier II Desktop support for office base clients and remote users in a Windows XP corporate environment.
  • Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems.
  • Configure and install various computer applications upon users specific needs based on ExxonMobil standards
  • Remotely access and troubleshoot clients pcs (Netmeeting)
  • Ghost image and Restore/Configure user profile, mail, and data (Documents, Lotus Notes files, Favorites, Cookies)
  • Maintaining hardware inventory through ExxonMobil asset management software
  • Troubleshooting remote users with VPN and Dial-up Connectivity to the local network
  • Install and configure peripherals like Printers (local Network), hubs, modems etc
  • Operation Systems: Windows 2003 server, Windows 2000, Windows XP
  • Network: Windows 2003
  • Ticketing System, Remedy

03/2006 - 10/2006: Confidential on contract at Sprint Nextel, VA Title: (Tech Support Technician Level 2) DSS (Distributed Support Services)

  • Provide Tier II Desktop support for office base clients and remote users in a Windows 2000/XP corporate environment.
  • Configure, troubleshoot and install desktop, laptops systems in a Windows 2000, and XP Professional environment
  • Configure and install various computer applications upon users specific needs based on Sprint standards
  • Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems.
  • Add and rejoin client PCs to enterprise AD
  • Configuring Palm and EVDO Cards for remote user
  • Remotely access and troubleshoot clients pcs (Dameware)
  • Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)4
  • Data recovery (documents and over size .pst Outlook files)
  • Maintaining hardware inventory through Sprint asset management software (SAMR)
  • Configure, install and Troubleshot MS Outlook , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
  • Troubleshooting remote users with VPN and Dial-up Connectivity to the local network
  • Coordinate and perform routine hardware and software maintenance, repairs, and upgrades
  • Replacing system boards, LCD and keyboards for Dell Laptops
  • Replacing system board, I/O cards and hard ware upgrade for Desktop PCs
  • Install and configure peripherals like Printers, hubs, modems etc.
  • Install Local and network printers Operation Systems: Windows 2003 server, Windows 2000, Windows XP
  • Network: Windows 2003

2003-2006 Confidential Desktop support

  • Desktop support for over 600 office base clients and remote users in a Windows 2000/XP environment.
  • Manage technicians and the schedules
  • Maintains complete records of software and hardware inventory
  • Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes and as specifically directed.
  • Add and rejoin client PCs to enterprise AD (Windows2003)
  • Remotely access and troubleshoot clients pcs (Dameware)
  • Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)
  • Data recovery (documents and over size .pst Outlook files)
  • Maintaining hardware inventory through Company asset management software
  • Configure, install and Troubleshot MS Outlook 2003/2007 , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
  • Install / Configure/Troubleshoot Local/Network Printer
  • Replacing system board, I/O cards and hard ware upgrade for Desktop PCs
  • Operation Systems: Windows 2003 server, Windows 2000, Windows XP
  • Network: Windows 2003
  • Mail :Outlook 2003/2007
  • Ticketing System, Remedy5

2000-2003 Confidential, MD DTIC Engineer (Desktop Integrity Center)

  • Tier II escalation support for office-based and remote clients supporting a 2000+ client in Windows NT environment.
  • Analyze, organize and quickly resolve issues with commercial Software.
  • Identify known defects and work around
  • Install and configure supported software as well as test software
  • Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)
  • Create/ manage user profiles
  • Configure, install and Troubleshot MS Outlook , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
  • Hardware/Software upgrade
  • Data recovery (documents and over size .pst Outlook files)
  • Setup network Printers
  • Resolve and assist with network issues
  • Provide technical support to associates
  • Ensure departmental procedures
  • Configure, troubleshot and install IBM/HP desktop, laptop systems in a Windows 98/NT/2000 environment
  • Maintaining hardware inventory through Marriott asset management software

Professional Skills:

Administrative Organizational Skills: Excellent communication (spoken and written ) skills, including the ability to convey complex concepts and recommendation to staff at senior levels, both orally and in writing in a clear concise style; excellent interpersonal skills, including ability to operate effectively across organizational boundaries; ability to establish and maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity; Good logic; problem solving, leadership supervisory skills and ability to coach, mentor and develop staff; strong negotiating skills and ability to influence others to reach agreement; ability to work under extreme pressure; ability to coordinate the work of others , work to tight deadlines and handle multiple concurrent projects/activities; fully proficient computer skills and use of relevant software and applications.

Computer Skills:

  • Assemble, configure, and troubleshoot computer hardware.
  • Install, configure and troubleshoot computer software (operating systems and application packages).
  • Install, configure and troubleshoot local area network (LAN / WAN)
  • Provide technical support and computer usage training on a wide range of application packages including Microsoft products.6
  • Performing preventive and corrective maintenance
  • TCP/IP troubleshooting.
  • Extensive telephone customer experience
  • Laptops, Desktops Hardware/Software installation configuration
  • Local Network Printer
  • Remedy , Hp desktop and Clarify ticketing Systems
  • Work with end-users providing training and assistance in the usage of IT systems and office applications
  • Data Recovery

Platforms: MS-DOS6.22, MS-Windows3.11, WIN95, WIN98, WIN-ME, Windows NT, WIN2000, WINXP, WINVISTA, WIN7

Education:

  • MCSE/CCNA (Working On)
  • MCP (Microsoft Certified Professional) USA
  • A+ Certification (Computing Technology Industry Association) USA
  • Computer operating system (UNIX). NOVA Virginia, USA
  • programming language (C++) NOVA Virginia, USA
  • French Language Diploma, Centre Culturel Francais De Khartoum,
  • Bachelor of Arts, University of Khartoum Sudan

Language Skills: Fluent in Arabic, English a working knowledge in French

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