Office Support
Resume:
Christee Cherian Philip
Gilbert Arizona 85295
**************@*****.***
PROFILE
IT Helpdesk Technician with over eighteen years (2004 – Present) of experience providing technical assistance to business professionals
Researched and resolved issues/inquiries daily
Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
Documented all inquiry activities in the appropriate reporting system
Provided responses to inquiries in writing using professional email skills
Skilled at troubleshooting and fixing problems while minimizing customer stress levels
Performed routine office and clerical support tasks according to well established procedures.
Help manage hardware and software support agreements.
Provided timely Help Desk Support to end users and clients
Reported on Production Support and collaborated with the team to deliver resolutions quickly and efficiently
SUMMARY OF WORK
QUALIFICATION
Responsible for assisting our Network team with monitoring the Windows 2008 R2, and 2012 Servers
Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.
Worked the Help Desk providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.
Administered repairs, upgrades and completed configuration of PC's and related peripherals.
Resolved problems within Microsoft office (outlook, excel, Office 365etc.).
Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
System administration
Extensive knowledge of technology terms and developments
Excellent written and verbal communication skills
Ability to instruct users with computer and presentation skills SKILLS
Server Support, System Support, Support Techniques
Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support.
Training, Customer Service, System Maintenance
Made outbound service calls to resolve customers' problems and inquires, including but not limited to tech support and account information.
Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
Used troubleshooting skills to diagnose and repair PCs and Laptops
Performed software installations and regularly scheduled updates
Supported and maintained printers
Identified problems, diagnosed causes and determined corrective actions for mobile devices.
Provided assistance via remote control service in order to install software or resolve an issue.
Created and removed customer accounts via Active Directory
Provided solutions to customers in a timely fashion through both Phone and Web communications.
Provided assistance in maintaining Voice over IP Phones
(VOIP).
Assisted customers in understanding request status.
Record and track customer information on inquiries, problems, and/or requests utilizing the work management system.
Assisted in the creation and modification of user accounts.
DOS, Microsoft Windows95,98,ME,XP,2000,2003,VISTA,7, 8,8.1,Windows 10
Microsoft Office 97,2000,2003,2007,2010, 2013,2016, Office365
Switches and Hubs
Ability to supervise on employees
Excellent analytical skills
Patient and have a methodical approach to work
Able to work to deadlines
Aware of safety issues associated with electrical equipment
Able to keep up to date with developments in IT
PROFESSIONAL EXPERIENCE: 10 Year
CANAR OFFICE SYSTEMS Saudi Arabia (Microsoft gold partner, Cisco partner & HP partner)
Maintenance contract with Multinational companies (Armco project, YBK Kanoo, UTC Saudi Arabia, and Saudi Industrial Development Fund (SIDF) Riyadh August 2009 – 2019 July
Supervisor's Name: S Raj
Name Supervisor's Phone: (966-*********
Employer’s Name: Canar Office System
Start to Ending Date: 08/23/2009 to 07/31/2019
Employer’s Address: Po Box 2319 Al-Khobar 31952 Saudi Arabia Hours per week: 40 Hours
Job Profile
Maintenance which involves the installation and configuration of computers and other communication devices, regular maintenance of electronic information equipment and upgrading of computer systems and hardware
End user support that involves training of staff, diagnosing problems with hardware and software and tracking requests using IT support systems
Providing support for Desktop applications ( Office, Operating system, Outlook,Office365)
Working with vendors and other computer support to ensure smooth running of the IT department and user computers
Implement and maintain the standards of platform production assets inventory and vendor coordination
Maintaining servers and network hardware
Distributing files as required for staff use
Ensuring the anti-virus software is installed, properly configured, regularly updated and working properly on all pc and server stations
Devising and operating maintenance procedures for clients
Routine testing, fault diagnosis and correction
Maintenance of email systems for internal and external networks
Maintenance of peripherals such as printers, scanners and video conferencing equipment
Preparing estimates for new installations
Job Profile
Engage the customer objectives and advise on the most cost effective and timely solutions to their objectives.
Dealing with a diverse multitude of different customers and the ability to adapt to their level.
Provided technical support for the production division of the Manufacturing facility.
Responsible for the repair and maintenance of printers and hardware.
Provided assistance at the in-house helpdesk.
Providing technical support by phone.
Tested systems to ensure the elimination of bugs. CMS Computers Ltd. New Delhi India
IT Helpdesk 2005 – 2009
Provided technical telephone support to correct software and hardware problems.
Repair the computer systems onsite and for existing customers and the maintenance of client documentation.
Performed upgrades on existing computer systems
EDUCATION & CREDENTIALS
Microsoft Certified Professional. MCID: 7400625
Master’s In Information Technology. Manipal India
Bachelors In Economics.
Mahatma Gandhi University INDIA
Higher secondary education – Mahatma Gandhi University PERSONAL DETAILS
Nationality : India
US Visa Status : Green Card
Date of Birth : November 29, 1979
DRIVING LICENCE
United States : Yes
LANGUAGES KNOWN
English, Arabic, Hindi & Malayalam
DECLARATION
I hereby declare that all the information is explained above are true and correct to the best of my knowledge and belief.
Christee Philip
Contact this candidate