Information Technology Support Analyst

IT Support Coordinator

• Jun 2017 - Present

responsibility includes: -  Assists with the successful implementation of the IT plan, working with management and across departments, and trains the individuals who will need to use it.  Providing after-hours support for Infrastructure related emergencies as well occasional weekend maintenance.  Providing technical support through RDP to 13 infrastructure offsite within group companies comprising of approximate 500 + users.  Opens, assigns, and monitors support tickets; updates customers and tickets daily and resolve tickets; collaborates with technical coordinators on team ticket status to ensure timely resolutions.  Maintains availability to provide first service level support on all systems platforms; including but not limited to phone support, walk-up support, and remotely across time zones; responds to user inquiries via phone, email and instant message; monitors and responds to manager’s line for emergency calls.  Maintains hardware and software inventory and replacement/renewal schedule, assists with ordering supplies and equipment.  User Profile Configuration (local users account, domain user account and emails accounts).  Makes recommendations for new equipment and services to purchase and works with group IT head for procurement.  Maintain excellent communication with the IT Manager on all tasks and projects.  Support Video Conference for all offices in the Wide Area Network.  Provide Assisting IT Manager in planning IT budget needs.  24/7 on-call support.  Team Leader in IT support department.  Act as link between end users and higher-level support. Show less

IT Support Technician

• Feb 2017 - Jun 2017

Worked as an IT Support Technician at National Contracting Company Transmission and Distribution – Rezayat Group in Saudi Arabia, responsibility includes:-  Configuring hardware and software, Installing O/S, setting up peripherals such as printers, routers, repairing equipment, and providing daily support for computer network users.  Worked at a help desk, answering calls and e-mails regarding the computer network or communication systems.  Setting up and configure desktop computers, peripherals and accounts assigning security level.  Setting up and configure user and email accounts for new user (including domain users).  Visiting sites once in every two weeks and provide technical support to end users. Show less

IT Teamleader

• Sep 2012 - Jan 2017

Worked as a Senior Technician in Hardware and Networking for 2 years and promoted as IT Team leader in X- Zone Computer in Nepal, responsibility includes: -  Handling high profile IT professionals in varied industries.  Responsible for coordinating and monitoring team members.  Provide guidance to junior members of the team.  Coordinating with various IT projects as well as coordinating with IT service providers.  Installation of O/S, software's, and maintenance of computer systems and other technologies.  Tracking inventory, evaluating new technologies and dealing with Supplies and Transportation Companies.  Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.  If necessary, liaise with third-party support and PC equipment vendors.  Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.  Also worked as a salesperson in the same organization.  Conduct research on computer products in support of PC procurement and development efforts.  Evaluate and recommend hardware products for purchase. Show less