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概要
A highly competent and enthusiastic 1st line support specialist with experience of providing advice and practical assistance to system users via the IT service desk and remote support software tools. Highly focused with a comprehensive understanding of dealing with 1st line support calls and an in depth knowledge of IS. Boasting a consistent & proven track record of successfully employing best business practices that improve efficiency, reduce operating costs whilst increasing performance. Now looking for a suitable position with an ambitious & exciting company.
工作经历
IT Support Engineer
Led, Trained and managed a 14 member team of Engineers. Providing Support on T24 Core Banking Application Perform Integration and migration of FGB and NBAD bank. Provide support Exchange server migration from fgb.ae and nbad.com to bankbaf.com. Perform Doman migration between FGB and NBAD bank to One Domain. Perform Avaya migration with telecom Team. Perform Testing for Integration and implementation over all NORTH Zone branches. Providing support to Vendor for implementation of devices and hardware for migration. T24 core banking application to new data server, testing and implementation. Euro Clear Application. ICCS Connect Smart Source Scanner Machine user for Cheque Scanning Oracle Application Desktop Encryption System, etc. Providing Support for Data Migration activity for FGB (Frist Gulf Bank) and NBAD (National bank of Abu Dhabi). Intellect Core Banking application. Supporting Domain Migration activity. Providing support to Etisalat PRI Upgrading for FAB Bank. Managing all NBAD end user support and all over UAE branches through remotely. Providing support for Integration for FGB bank & NBAD bank. Maintenance and support for centrally Managed Printer Services for all the offices and bran ches of First Abu Dhabi Bank (NBAD) Install, upgrade, support and troubleshoot, Windows 7 and Windows 10, Microsoft Office and any other authorized desktop applications Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software Properly escalate unresolved issues to appropriate internal teams Configuration of new pcs and laptops with domain joining, Disjoining and bit locker drive encryption for laptops.
IT Support Engineer
Providing 1st line technical support, answering support queries via phone & email.
Remote administration and management of customer premises equipment.
Working as additional In charge of Technical Support Team in NTR-1 (North Telecom Region)
To log & priorities system & user support calls for the second line support team.
Carrying out user administration and set up.
Recording and auctioning faults as reported on: PC’s, servers, laptops.
Determining the nature of faults and the steps required to rectify it.
Creating and maintaining email profiles for users.
Closing the job when normal service is resumed.
Excellent command on installation of CRM, OS (XP.Win7), Antivirus, MS Office (2003, 2010) & other Software
Writing progress and statistical reports for supervisors and managers.
Using remote control software tools to provide fault resolution and diagnosis.
Creating and administrating Microsoft Exchange email accounts.
Document and maintain Help Desk policies and procedures.
The update and maintenance of the IT service desk authorized user’s database.
Train and supervise other support engineering staff.
Track, monitor and report on all Help Desk incidents within defined customer
Service levels
