Tier III Helpdesk Technician

SUMMARY

Extensive experience in providing support to simple & complex technical issues via smartphone, emails, remote, and in-person. Hands on experience in customer support, IT administration, technical documentation, system maintenance, software / hardware installation, and Office 365 administration.

HIGHLIGHTS

Handled all kind of IT incidents and requests received via phone, e-mail, and Service Now ticketing system

Troubleshoot computer problems and performed hardware and software diagnostics and repair.

Involved in Desktop and Laptop installation, troubleshooting, hardware configuration, and Wireless configuration and security (IEEE 802.11a/b/g/n)

Basic Active Directory skills (group policies, and password resets)

Telecommunication Ethernet.

SCORE CARD

Skills

Years of Experience

Technical Support / Hardware / Refresh / Installation / etc.

10+

Customer Service & Support

2+

Disaster, Backup, & Recovery

5+

Virtualization, Networking, Firewall, & Security

2+

PROFESSIONAL EXPERIENCE

Arthur Lawrence Pearland TX June 2017 - Present

I.T. Service Desk

Roles and Responsibilities for Service Desk Staff Service Desk Technicians are to:

Regularly check the Cisco Agent to see if any telephone calls are waiting in queue, and

Regularly check for voicemail messages and return the call promptly.

Regularly log into franTrak ticketing system and check for unassigned tickets.

Assign the ticket and follow up to close the issue.

Regularly monitor Solar Winds system for any outages or system failures.

Utilize time between calls to resolve any tickets able to be handled remotely.

Follow up with resolved tickets or contact store with an update to an existing ticket daily.

System Support Engineer Jan 2016 – May 2017

Computex Technology Solutions, Houston, TX

Resolved variety on Connect Wise tickets related to all sort of IT issues.

Processed new hires, boarding and transfers of employees and contractors

Provided first and second level support for hardware, software, telecom and network issues.

Utilized remote software to resolve client issues and various IT requests

Diagnosed hardware problems, and replaced defective components.

Worked Kaseya enterprise desktop management platform.

Formatted, installed, setup, maintained troubleshoot, repaired and provided maintenance to Lenovo, HP, Dell desktops, Lenovo, HP Dell laptops, Microsoft Surf Pro and Network printers.

Assisted company personal with desktop operation, both hardware and software.

Provided technical support including identifying problem incident with their subsequent resolutions.

Developed and implemented help desk, company-wide procedures including equipment requests, logging work requests, and reporting site issues.

Worked on Map drive, share network prints, Connect Wise environment and created tickets.

Installed, upgraded, supported and troubleshot Windows OS, authorized desktop applications hardware and peripheral equipment.

Set up HVA VDI on HP 620 thin client installing VMWare Horizon Client on Windows 7 Pro and Windows 10 Pro.

Performed OS installation including Windows 7 Professional & Windows 10 Professional.

Performed MS outlook configuration, Outlook backup & restore, and troubleshooting.

IT Help Desk Support Jan 2014 – July 2015

Arthur Lawrence Pakistan

Employed Active Directory and MS Exchange to manage end user accounts and mailbox administration.

Delivered general troubleshooting of network printers, scanners software and company iPhones.

Managed software and hardware inventory.

Troubleshoot computer problems and performed hardware and software diagnostics and repair.

Identified and troubleshoot user’s system issues.

Installed and supported software and provided smartphone support and PDA’s.

Worked on roles, users, and permissions, and Troubleshot local & network printers

Used Active Directory to manage end users accounts and troubleshoot log on issues.

Installed and configured operating system and applications within Office 365 environment.

Involved in Desktop Maintenance & Hardware Upgrades.

Responsible for imaging and re-imaging desktops / laptops.

Troubleshoot laptops / desktops, transferring data, and editing registry.

Worked on Virus & spyware removal on Network Maintenance.

Sr. Desktop Support Jan 2006 – Dec 2013

Habib Metropolitan Bank.

(Habib Bank AG Zurich) Pakistan.

Troubleshoot systems and work with customers to determine needed hardware or software changes.

Break down systems, remove malfunctioning hardware and install new parts.

Experience in troubleshooting Desktop / Laptop / Network Printers / Scanners.

Performed OS installation including Windows 7 Professional.

Identified and troubleshoot user’s system issues.

Work with employee having data connectivity issues.

Senior Customer Support Officer Jan 1999 – Dec 2005

Aga Khan University Hospital Pakistan.

Manage help desk, liaise with technical personal to resolve outstanding internet specific problems.

Co-ordinate telemarketing and customer problem resolution efforts.

Manage problem resolution & installation support (Include hardware and software).

Repair and install hardware / software in desktops workstation and laptops.

Setup Wi-Fi Router and checking there connectivity at staff house.

Training staff how to surf on internet.

OS installation including Windows XP and Windows 7 Professional.

Build good relationships with your customers in solving their problems.

TRAININGS

HTML, DHTML, & XML, Web Designing & eMarketing.

Linux Administration Training Course Microsoft Windows XP / 2000 / 7 / 8.1.

Training & Organizational Development Dept. from Aga Khan University.

Fundamentals of E-Commerce / Diploma in E-Commerce.

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