System Engineer

• Jul 2022 - Present

Technical Support Specialist

• Nov 2016 - Jul 2022

IT Support Specialist

• Sep 2015 - Oct 2016

• Providing excellent 1st / 2nd line technical support to 1500 staff spread across 10 sites. • Logging, troubleshooting and resolving hardware, software and user problems as they arise. • Performing software and hardware upgrades, maintenance and monitoring. • Active directory, Computers and Users management • Updating the Support Desk system in a timely manner. • Documenting all steps taken to resolve issues in the Help Desk ticketing system. • Ensuring IT processes are followed at all times. • Escalating IT issues to the IT Manager where necessary. • Participating in projects as a project team member. • Training users in the using of equipment and software.

ICT Support Engineer

• Jun 2012 - Aug 2015

Desktop Support Network Support Application Support Active directory, Computers and Users management Microsoft Exchange Desktop Support Network Support Application Support Active directory, Computers and Users management Microsoft Exchange

Support Engineer

• Jun 2011 - Jun 2012

• Desktop & Laptop Support • Installing, Configuring, Maintaining and Troubleshooting of user workstations on the company LAN and WAN. • Format and Reload user machines. Ensure all users data is backed up and secured safely before formatting and reloading. • Ensure that the user’s virus pattern files and Microsoft updates are always updated on completion of calls. • Installing Requested Applications on user systems. • Installation of new machines on to the domain. • Migrating users to the requested Domain. • Ensure the correct software is loaded and tested on to the user’s machine before delivery. • Connecting users to 3G, wireless networks and remote access systems. • Installing Wireless Cisco & D Link dongles for users and connect users to wireless networks • Resetting Cisco wireless access points if there is a problem with wireless networks • Installing, Repairing and Maintaining Cisco NEC agents application on all Desktops on a Network • Managing new workstation and software roll outs. • Printer Support on both LAN and WAN. • Network Cabling • Drive Mapping requested users • Creating users on Active Directory. • Resetting User Passwords on Active Directory. • Creating User mail box on Server Exchange. • Email Support on all domains • Changing Back up tape drives on a weekly basis • Soft Phone Support, Interaction Client and SIP Soft Phone. • Customer Relation Manager (CRM) Application Support. • Remote Desktop Support and Telephonic Support. • Except, Follow up, Update and Resolve calls on Solve Direct System • Resolve calls as per SLA • Escalating calls to 3rd level if necessary

Technical Support Agent

• Feb 2010 - Jun 2011

• Day to day Call Center helpdesk Support to all the clients that are using Lexmark products. E.g. Troubleshooting Printers, Installing Lexmark Drivers on the PC or Apple Mac and installing the printer on wireless Network or adding printers to a network. • Logging all cases on the customer management systems(Seibel System) for future references • Answer inbound telephone calls based on skill set • Respond to customer emails based on a skills set • Responsible for collecting all applicable information, accurately logging all customer interactions in the in-house customer management systems correctly and, escalating to the correct department, following up on the cases logged, and closing the case once the queries have been resolved. • Follow all processes and procedures when interacting with the client and ensure clients understand the terms and conditions of all products and services. • Provide superior customer service to all our clients • Use contact centre processes and procedures to provide problem resolutions to clients • Keep updated on current product information and policies and procedures. • training sessions to stay updated on product, departmental policies and procedures and call centre skills • Support and work as a team player to achieve team and individual statistical benchmarks