Electrical Engineer Customer Service
Resume:
IT SUPPORT ANALYST Resume
Title
IT SUPPORT ANALYST
Primary Skills
ORACLE SQL NETWORKING SUPPORT
Location
United Kingdom-MANCHESTER
Posted
Aug-01-11
RESUME DETAILS
Career Objective
Be 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 telephone system and remote support software tools. Highly focused with a comprehensive understanding of dealing with 1st line support calls and an in depth knowledge of ITIL processes.
Current Job Role
Help Desk Analyst at LOGICA, Manchester UK.
February 2011- Present
• I hold a valid BS security clearance valid up to 2years i.e. 2013
Responsibilities Worked On:
• Call, Incident and Service management
• Determination cause of service interruptions including hardware failure for network PC desktop, printer and other peripheral.
• Perform phone support on software configuration and installation
• Escalate, track and follow-up with the maintenance vendor on faults resolution in accordance with Outsource Client procedures.
• Perform desktop support using remote control tool.
• Account management, Provide ID and password reset in accordance to outsource client process and procedures.
• Generate reports on weekly and monthly basis.
• Ensure meeting the services SLA in accordance with the Outsource guidelines.
• Proper escalation of events to designated team in accordance to outsource client procedures
• Perform monitoring of queues and support and answering queries thru email.
• Providing 1st line technical support, answering support queries via phone & email. Remote administration and management of customer premises equipment.
• Recording and actioning faults as reported on: PC's, servers, laptops and mobile.
• Using remote control software tools to provide fault resolution and diagnosis.
• Troubleshoot SQL 2000/MSDE 2000 install failures/networking issues
• Backup SQL databases and entire system backups
• Document and maintain Help Desk policies and procedures.
• The update and maintenance of the IT service desk authorised users database.
• Track, monitor and report on all Help Desk incidents within defined customer service levels.
Technical Skill Set Gained :
• Strong Understanding of PC, Laptops, Printers
• Strong Understanding of Windows XP, Windows Vista, Windows 7, Microsoft Office 2003 and 2007
• An Understanding of LAN/WAN technologies such us TCP/IP networking
• An Understanding of Broadband, Wi-Fi and other network devices
• An Understanding of other application such us Remote Access Tools, Service Desk ticketing system
• An Understanding of Local and Network Printing devices
• An Understanding of Blackberry and mobile services
• Proficiency in the troubleshooting and resolution of all client queries.
• Good problem solving skills along with the ability to maintain calm under pressure.
October 2010- January 2010
Worked as PHP Web developer, WA Electrical Engineer Training Institute., Bolton, Manchester, UK.
Project: To build an online learning environment for various courses offered by WA Electrical institute. To develop a website that will conduct mock online examinations and provide a platform for e-learning to the users. This new online learning website needs to be merged with the existing WA Electrical website.
Responsibilities
• Developing the programming code from scratch or adapting existing website graphics packages and software to meet business requirements
• Maintained and updated existing web sites.
• Tested websites and identified any technical problems and hitches
• Established the purpose of the website based on its target audience
• Determined any functionality that sites must support and developed PHP content based on practical approved layout
• Identified the content type the site would host and ensured compatibility with the PHP programming requirements
• Gave guidance on colors, layout and styles for client websites
• Coding web pages utilizing CSS and XHTML and programming languages including JavaScript, SQL, AJAX and PHP to fully integrate with applications developed to serve the purpose.
EDUCATION & QUALIFICATION
MSc. Managing Information Technology April 2010
University: Salford University
Grade: I have obtained a 73.33% i.e. Distinction in my Master's which is equivalent to a 2.1
A Graded Modules: IT Project Management, IT Management, Professional Issues in IT, Key Issues in IS Development, Issues in Strategic Information systems and Research Methods.
B.Tech. Computer Science and Technology May 2008
University: S.N.D.T University
Grade: FIRST CLASS
Certifications
See above
CONTACT DETAILS
You must be logged in and have a current resume access subscription. Login or Register »
Related:
System / Network Administrator Resumes
©2003-2012 Dev Bistro
©2003-2012 Dev Bistro
Contact this candidate