IT Client Support

• Mar 2023 - Present

Technical Support Engineer

• Nov 2022 - Jan 2023

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue. • Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps. • Escalate complex or atypical cases to higher-level technical support as needed. • Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases. • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes. Show less

IT & Business Innovation

• Dec 2021 - Nov 2022

• Recording, tracking, and documenting the help desk request problem solving process, including all successful and unsuccessful. • Identifying and learning appropriate software and hardware used and supported by the organization. • Creating purchase requisitions for new assets, to resolve a problem or fulfill a change request. • General IT support, dealing with hardware and software enquiries; working together with a team of staff to deliver a professional high-quality service level to end users. • Support of hardware and software for devices and applications from Servers, Desktops and Laptops. • End user and product support for printers and photocopiers. • Respond to and log calls, escalating calls as required with key support vendors • Providing one on one training when requested. • Be the first point of contact for staff on collection of new hardware and replacement hardware from the Group. • Set up new hardware following IT policies and procedures. • Assist in providing support for media equipment and devices including projectors, smart display screens and video conferencing devices. Show less

IT Support Specialist

• Jan 2020 - Aug 2020

I provided basic IT Support for Inlaks Limited. I added company staff to Active Directory. I set up their company laptops giving them their email and Microsoft Office 365 licenses on the Microsoft Admin Portal. I managed their firewall using the Cisco Meraki firewall to monitor incoming and outgoing traffic and to block access to some websites at specific times. I worked remotely using Manage Engine, a ticket tracking software where users logged all IT requests. I provided basic IT Support for Inlaks Limited. I added company staff to Active Directory. I set up their company laptops giving them their email and Microsoft Office 365 licenses on the Microsoft Admin Portal. I managed their firewall using the Cisco Meraki firewall to monitor incoming and outgoing traffic and to block access to some websites at specific times. I worked remotely using Manage Engine, a ticket tracking software where users logged all IT requests.

IT Support Specialist

• Jun 2019 - Aug 2019

I provided IT Support for different companies which used different operating systems like the Windows OS and Mac OS. I added new company staff to Active Directory, automatic backup of specific folders one drive. I understood the basics of WordPress to build and manage websites. I provided IT Support for different companies which used different operating systems like the Windows OS and Mac OS. I added new company staff to Active Directory, automatic backup of specific folders one drive. I understood the basics of WordPress to build and manage websites.