Help Desk and Support Resume Profile

Professional Summary

An enthusiastic, hands-on IT professional with more than 8 years' experience in support 2nd and 3rd line . 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

Technical Skills

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 training 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

Confidential

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

Confidential

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

Confidential

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

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