Senior Information Technology Support

• Jan 2022 - Present

Technical Operations Specialist

• Feb 2021 - Jan 2022

Responsible for:* providing tier 2 IT support for end-users (Stores). Provides second-level incidentor service resolution over the telephone or in person. Create, follow-up and closes tickets; ensuresincident/service request/problem ownership and promotes customer satisfaction.* Respond to Tier 2 user requests via telephone to diagnose and resolve IT related servicerequests or incidents; escalate Tier 3 requests in accordance with escalation process.* Identify and escalate situations to Tier 3 or Field technicians requiring urgent attention.* Works closely with Tier 3 support and IT Operations to prevent incidents and reduce servicerequests, also to build self-service portal tools and/or service catalogs.* Resolves assigned service requests in an effective and timely manner.* Capturing and documenting the details of an issue and troubleshooting steps taken in order toescalate the issue or document the identification and resolution; using a ticketing system to trackand route problems and requests and document solutions.* Remotely troubleshooting regulated point of sale (POS), business station, and back officemachine, MFP and network infrastructure in the store.* Migrating JavaPOS to ModernPOS. Migrating prices, house accounts, setting up workers,importing prices from the JavaPOS to mPOS, products assortment, quick books data andmailboxes.* Migrating OS Promotes a knowledge centric environment by providing the necessary training anddocumentation to Tier 1 technicians in order to improve customer support and prevent escalations.from Win7 to Win10 and configuring center’s applications* Troubleshooting all POS peripherals including payment terminals, printers, barcode scanners andcustomer’s display.* Reimaging and configuring defective system and new installs.* Utilizing Big Fix Console to obtain system info including computer models, software versions,license keys and more.

IT Support Specialist

• Jan 2020 - Feb 2021

Responsible for technical analysis, provisioning, purchasing, implementation, test and support of applications used in the course of company business Prepare statistics of all IT assets and enter them in an Excel file Contracts processing and vendor management Troubleshooting software applications problems and associated peripherals. Log all service interactions and document incidents and problems with appropriate level of detail. Responsible for technical analysis, provisioning, purchasing, implementation, test and support of applications used in the course of company business Prepare statistics of all IT assets and enter them in an Excel file Contracts processing and vendor management Troubleshooting software applications problems and associated peripherals. Log all service interactions and document incidents and problems with appropriate level of detail.

Software Support Supervisor

• Apr 2016 - Nov 2019

Supervised software support team in 13 offices in multiple cities. Helped Troubleshoot technical engineering Application incidents and problems for over 1200 computers and associated peripherals and provided solutions to address the commonly recurring incidents. (Using an IT Ticketing system, developed inside Nargan company based on ServiceNow application named ITSS) Responsible for technical analysis, provisioning, purchasing, implementation, test, maintenance and support of over 100 software applications used in the course of company business, including stand-alone, client-server, and web-based applications and their servers. Maintain an accurate inventory of all Software applications. Defined the Application Inventory for the Department managers. Contracts processing and vendor management Entering all software applications in the electronic inventory system and maintaining software licenses. (Using an inventory system web-based application, developed inside Nargan company) Create SQL queries for troubleshoot some SQL based applications Interacted with Department managers to determine detailed requirements Evaluate the functionality of the software applications to find whether the developed software met the specified requirements or not and to identify the defects to ensure that the product is defect-free. Contracts processing and vendor management Set up and maintenance of dozens of company laptops Log all service interactions and document incidents and problems with appropriate level of detail. Supported Software Application Samples: Aveva Group Software apps, such as PDMS, Electrical, Instrument, Engineering, ERM, Bocad, Aveva integration, etc. PUMA 5 (Piping material management systems), both client and server sides Ansys (Engineering simulation software) Primavera Enterprise (P6), both client and server sides The Aspen Engineering Suite (AES)PipenetPHASTRevit

Software Support Specialist

• Apr 2009 - Apr 2016

Helped Troubleshoot technical engineering Application incidents and problems for over 1200 computers and associated peripherals and provided solutions to address the commonly recurring incidents. (Using an IT Ticketing system developed inside Nargan company based on ServiceNow application named ITSS) Responsible for technical analysis, provisioning, purchasing, implementation, test, maintenance and support of over 100 software applications used in the course of company business, including stand-alone, client-server, and web-based applications and their servers. Maintain an accurate inventory of all Software applications. Entering all software applications in the electronic inventory system and maintaining software licenses. (Using an inventory system web-based application developed inside Nargan company) Set up and maintenance of dozens of company laptops Log all service interactions and document incidents and problems with appropriate level of detail.

Network Administration Assistant

• Apr 2007 - Apr 2009

Server setup, troubleshooting, back-up Creating network status report

Information Technology Help Desk

• Mar 2003 - Apr 2007

• Set up and maintenance of Windows-based clients• Help troubleshoot over 1000 computers and associated peripherals (software and hardware)• Installing and setting-up printers• Troubleshoot wired network connecting problems• Report on status and problems