Insightful technical support engineer with 5+ years of support experience including oversight of infrastructure & application support services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven ability in directing operations, maintenance & support of complex systems. Expertise to configure and maintain the computer based information systems.
Ability to multi-task under pressure. Excellent communicator and ability to relate well with people at all levels.
Flexibility of working well as part of a team and independently.
Email: [email protected]
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To ensure smooth working and implementation of helpdesk policies and strategies. Management and deployment of endpoint enterprise solution (Kaspersky). Communicate recommendation and decisions across a wide spectrum of the organization by keeping necessary compliance in mind in a regulated industry. Coordinate in development of training & exercise of jurisdiction of disaster recovery plan. Establish and maintain networks for disaster recovery resources and support systems. Promulgate principles and practices that further resiliency and sustainability in development and strategic planning initiatives. Reviews and provides input to policies and standard operating procedures. Assistance to the formulation and maintenance of an enterprise-wide disaster recovery and business continuity plan to ensure timely and effective restoration of IT services and business resumption in the event of a disaster. Provide assistance to document SOP and Polices in order to operationalize DR&BC plans. Work with Business Continuity management to ensure that the disaster recovery (crisis management) and business continuity plans drive disaster recovery (DR) strategy and procedures. Work with other IT infrastructure groups to ensure that disaster recovery solutions are adequate, in place, maintained, and tested as part of the regular operational life cycle. Provides input on the development of Service Level Agreements. Provide assistance in maintaining asset register, risk register & BIA (business impact analysis) register. Do research and come up with creative solutions for regulatory challenges. Demonstrated ability to manage & implement multiple, large-scale projects with minimal supervision, across the business & at remote locations. Provide technical support via call & physical visit to the clients of diverse background i.e. (Banking sector, brokerage houses and individual entity of trade market).
Keep clients informed of progress during issue lifecycle and make follow-up calls o
Participate on rotating shift coverages, as needed to support organizational goals
Participate in the company on call program, as needed to support organizational goals
Routine administration of including system backup and maintenance, user account and access control, problem solving & email server issues
Hardware level modification, network & application level support to end user
Furnish awareness/training & scope to end user about products or new technology/application
Inventory management of hardware & software
License management of OS, Endpoint (Kaspersky) & applications
Overhead works managing technicians creating work orders, scheduling planned maintenance/regular works, collection and deployment, daily log sheets all as per quality procedure of the organization
Assist team members and provide support and solutions to customer queries to meet company objectives
Maintain updated knowledge of company products and services to provide better support and service solutions.
Coordinate and conduct groups and individual training sessions based on staff and organizational learning needs.
Highly skilled in organizing training workshops and for present and new employees. Able to maintain training programs within the business to ensure that all employees training are current.
Installing and configuring computer hardware operating systems and applications. Monitoring and maintaining computer systems and networks.
Troubleshooting of system and network problems.
Providing support, including procedural documentation and relevant reports.
Prioritizing and managing many open cases at one time.
Rapidly establishing a good working relationship with staff and other team members. Testing and evaluating new technology & software.
Excellent communication and written skills as well as ability to motivate the students.
Ability to provide the best practices to make the students expert in using computer.
Elaborative approach as well as analytical attitude
Diagnose and troubleshoot technical issues, including account setup (PayPal) and network configuration.
Provided 24x7 Global Technical Support to over 100+ customers sites throughout UK. Managed call flow and technical support needs of enterprise customers to ensure fulfillment of all SLA terms.
Track computer system issues through to resolution, within agreed time limits.
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Document technical knowledge in the form of notes and manuals
Responding to client support requests.
Contacting clients to find out the nature of the problem.
Traveling to the clients location or connecting via remote link.
Troubleshooting hardware and software issues.
Installing and maintaining hardware and computer peripherals.
Installing and upgrading operating systems and computer software.
Troubleshooting networking and connection issues.
Advising on software or hardware upgrades.
Providing basic training on computer operation and management.
Completing job reports and ordering supplies