Experience

Microserve

• Canada
• IT Services and IT Consulting
• 300 - 400 Employee

• Service Desk Analyst

  • Apr 2022 - Present



Infosys

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Technical Process Executive

  • Mar 2021 - Feb 2022

  •Taking ownership of customer issues reported and seeing problems through to resolution •Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues •Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams •Research and identify solutions to software and hardware issues •Diagnose and troubleshoot technical issues, including account setup and network configuration •Ask customers targeted questions to quickly understand the root of the problem •Track computer system issues through to resolution, within agreed time limits •Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue •Properly escalate unresolved issues to appropriate internal teams •Provide prompt and accurate feedback to customers •Refer to internal database or external resources to provide accurate tech solutions •Ensure all issues are properly logged •Prioritize and manage several open issues at one time •Follow up with clients to ensure their IT systems are fully functional after troubleshooting •Prepare accurate and timely reports •Document technical knowledge in the form of notes and manuals •Maintain jovial relationships with clients



Majid Al Futtaim

• United Arab Emirates
• Retail
• 700 & Above Employee

• Projectionist

  • Mar 2017 - Jul 2020

  Cinema Projection, Customer Service Associate and Kitchen staff •In charge of cinema equipment. •Troubleshoot cinema equipment. •Inspect cinema maintenance. •Inspect movie films to ensure that they are in good condition. •Inspect projection equipment prior to operation in order to ensure proper working order. •Install and connect auxiliary equipment, such as microphones, amplifiers, disc playback machines and lights. •Monitor operations to ensure that standards for sound and image projection quality are met. •Observe projector operation in order to anticipate need to transfer operations from one projector to another. •Perform minor repairs such as replacing worn sprockets, or notify maintenance personnel of the need major repairs. •Perform regular maintenance tasks such as rotating or replacing xenon bulbs, cleaning lenses, lubricating machinery, and keeping electrical contacts clean and tight. •Remove film splicing in order to prepare films for shipment after showings, and return films to their sources. •Set up and adjust picture projectors and screens to achieve proper size, illumination, and focus of images, and proper volume and tone of sound. •Splice separate film reels, advertisements, and movie trailers together to form a feature-length presentation on one continuous reel.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Representative

  • Jul 2015 - Jan 2017

  •Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware. •Respond to queries either in person or over the phone. •Maintain daily performance of computer systems. •Respond to email messages for colleagues seeking help. •Ask question to determine nature of the problem •Walk through colleagues regarding with problem-solving process. • Install, modify, and repair computer hardware and software. •Clean up computers. •Run diagnostic programs to resolve problems. •Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems. •Install computer peripherals for users. •Follow up with colleagues to ensure issue has been resolved. •Gain feedback from colleagues about computer usage. •Run reports to determine malfunctions that continue to occur.