Support Team Lead

• Feb 2019 - Present

IT Support Specialist

• Feb 2017 - Feb 2019

I currently work as a IT Support Specialist in a company with many customers, and very demanding ones also, main duty is to offer assistance to computer system users. This may be with hardware, such as desktop computers, laptops, printers, scanners or handheld devices or mainly with software programs. As IT Support Specialist i generally track all instances of support by creating IT tickets using ticket-tracking software. I update the status of each ticket as i successfully assist each user with their issues. My assistance may be conducted in person for internal users or on the phone when assisting external users. Good customer service skills are a must for me. One aspect of the job includes maintaining, backing up and securing databases, as well as restoring files as needed. Other skills : Having a working knowledge of common information technologies and systemsManaging multiple projects simultaneously while maintaining high customer service standardsCommunicating complex concepts to a general audienceTroubleshooting common IT problems I'm in charge of keeping current systems updated and running smoothly. I'm also tasked with upgrading the system and its components when the need arises. I also conduct research and provide cost analysis data when upgrading or purchasing new hardware, software or equipment.For now, i'm the Team Leader for the HelpDesk support team, this includes managing 3 teams that work in shifts.I also have experience with Project Management and implementation of new technologies; Windows server 2008-2012 R2, SCCM, RTP, AD, networking skills, and i also love troubleshooting, and much more. Show less

Surveillance Supervisor

• Jan 2013 - Jan 2017

Responsible for the gaming security and surveillance of the 95 gaming halls of the company. Implementing new and updating old procedures, customers management (Win, lose, suspect behavior, live monitoring banned customers and reporting it to the gaming hall managers), taking requests for releasing video records from the police department, querying databases, checking the data and seal integrity of slot machines , observing deviations from procedures and reporting them to the manager , technical verification of slot machines and CCTV equipment, reports of weekly / monthly activity of the security department. Show less

Call-Center, Application tester

• Jun 2012 - Dec 2012

Pharmaceutical software, reporting prescriptions to insurance offices, call center, testing new versions of the application, taking the problems encountered in the application and placing them in a program like help-desk, reporting bugs, database administration, getting new requirements from clients, data centralization, remote connecting to clients to resolve problems encountered in the application, writing SQL scripts to extract certain database information. Pharmaceutical software, reporting prescriptions to insurance offices, call center, testing new versions of the application, taking the problems encountered in the application and placing them in a program like help-desk, reporting bugs, database administration, getting new requirements from clients, data centralization, remote connecting to clients to resolve problems encountered in the application, writing SQL scripts to extract certain database information.

Analyst, Call-Center, Application tester

• Jan 2011 - Jun 2012

Pharmaceutical software, reporting prescriptions to insurance offices, call center, taking over problems encountered in the application and placing them in a software like help desk, service hardware, connecting remote to clients to solve specific bugs, problems, updates in the application, connect peripheral devices to the computer's drive and installing drivers, local trips at different customers for installation or training. Pharmaceutical software, reporting prescriptions to insurance offices, call center, taking over problems encountered in the application and placing them in a software like help desk, service hardware, connecting remote to clients to solve specific bugs, problems, updates in the application, connect peripheral devices to the computer's drive and installing drivers, local trips at different customers for installation or training.