IT support consultant
Sutherland Global Services
Total years of experience :12 years, 11 Months
Designation Chronology:
Mar 2013 - Present: Sharaf DG- Remote Support Account.
Sep 2012 - Mar 2013: CISCO & LINKSYS technical support Account.
Key Responsibilities: Sharaf DG- Remote Support - Mar 2013- Present
* Provided computer help desk support via telephone communications and remote desktop with End-users.
* Installation, Configuration and Troubleshooting hardware and software of desktops/laptops, Routers,
Wireless extenders, Power-Lines, IP Cameras, mobiles and printers.
* Networking of gaming consoles like Xbox, Play Station etc .
* Sharing of Files and Devices on a network and Email configuration.
* Coordinates with other Information Technology areas to resolve problems if necessary.
* Contacting and escalating complex issues/bugs to senior teams.
* Working closely with other team members and coordinate with Operation team where required.
Key Responsibilities: CISCO & LINKSYS technical support - Sep 2012- Mar 2013.
* Responding to all technical Calls logged in the help-desk system by (1st line) Analyzing and
resolving problems with a goal of 90 % First Call Resolution.
* Answering customer’s inquiries and providing necessary guidance and education to ensure efficient usage.
* Applying incident management process in handling and escalating customer’s complaints.
* Adherence to Service Level Agreement definitions and guidelines of the client and the process.
* Adhering to a pre-set performance and quality KPIs as per the Quality Assurance guidelines.
Provide helpdesk support and resolve problems to the end user’s satisfaction.
* Monitor and respond quickly and effectively to requests received through the IT helpdesk.
* Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
* Modify configurations, utilities, software default settings, etc. for the local workstation.
* Document internal procedures.
* Assist with on-boarding of new users.
* Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional
specialized equipment.
* Install, test and configure new workstations, peripheral equipment and software
* Maintain inventory of all equipment, software and software licenses
* Report issues to the Service Desk for escalation
* Manage PC setup and deployment for new employees using standard hardware, images and software
* Assign users and computers to proper groups in Active Directory
* Perform timely workstation hardware and software upgrades as required
Bachelor of Technology in information technology