helpdesk

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Elizabeth Bennett 15th Lane Avenue, Near New church, Georgina Home: 00658-21589-98754 Cell: 00125-4587-9685 Email: [email protected] Career Profile: A skilled, qualified and talented information technology professional with more than six years of experience in network support and PC. Looking for a position in help desk administration to utilize my knowledge and experience in a well organized environment. Professional strengths:
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In-depth knowledge of IT education and training Ability to identify and resolve complex issues Excellent communication and project management skills Familiar with PC systems and networks Ability to handle multiple tasks Possess good organizational and management knowledge Goal oriented and ability to work under pressure

Technical proficiency:
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Microsoft Word, Excel, Visio and Work perfect HTML, Q basics, C, C+ and C++ NTFS security, DNS, DHCP, OSI, LAN, TCP/IP, WINS, cabling and Ethernet In-depth knowledge of repairing and assembling PC Knowledge of Windows 98, Windows 2000, Windows ME and XP

Professional Experience:

Leon Software and Business solutions, Georgina 20XX till date Network Administrator
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Handled the tasks of installing operating systems in major laboratory environments Administered and installed Windows 2000 professional and configured NTFS Performed the tasks of troubleshooting basic Ethernet 10 Base-T and created subnet Launched network connection wizard by using network and dial connections Handled the tasks of configuring WINS, DNS, TCP/IP and DHCP Responsible for preparing audit policy like privilege use auditing and accounts management Monitored and maintained driver signing by utilizing file signature verification

AVL Talentica Software, Georgina Software Administrator 20XX to 20XX
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Responsible for upgrading and installing RAM, hard drives, boards and modems for laptops and PCs Reassembled and dissembled CPU Upgraded and installed software applications, operating systems, anti viruses, drivers and security software Formatted, debugged and partitioned basic operating systems Handled the tasks of creating access database for ISP that gives accurate information on product and payments Handled the tasks of collecting data and preparing instruction manuals for technical projects

Belta Inc Co, Georgina 19XX to 20XX Help desk support Administrator

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Configured, installed and maintained PC hardware and operating systems from Windows XP to Windows 7 Handled the tasks of tracking, documenting and monitoring minor and major problems Responsible for supporting and installing all MS Office applications and other software's Assisted in the administration of software and telephone switch equipment Performed tasks as required

Educational Summary:
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Bachelor of Science in computer, International Science College, Georgina 19XX Certified course in Help Desk Administration, ABS Centre, Georgina 19XX

Reference: Available on requests

Job Description

Candidate will be responsible to provide planning, design, implementation and operational support for the captive centre s Data Network Infrastructure. Troubleshoot and resolve complex data network related issues. Perform requirements analysis and develop hardware/software solutions to meet the business requirements. Perform installation of hardware and implementation of software and review network management and monitoring tools. May prepare and maintain operating procedures and

associated documentation. Help train and mentor junior technicians

Candidate will also be responsible for: Ensure Architecture Group guidelines and standards are followed Plan and assist with the design of complex global data network infrastructures. Stay abreast of current technologies Interface with Operating Companies to develop and implement data solutions. Work on complex problems and provide innovative suggestions for solutions. Identify inefficiencies and make suggestions for process improvements. Collaborate with Command Centre resources and other network engineering groups Focus on teamwork and readily share information with others Actively seek customer input and take responsibility for customer situations if necessary

SKILLS

Knowledge with appropriate networks, products and protocols (Cisco Networking)

Certification like CCNA / CCNP / CCSA. Experience in Managing the MPLS Networks Experience in Routing BGP, EIGRP, OSPF and RIP Experience in VLAN and Switching Experience in Remote Access VPN, GRE Tunnels Experience in Managing the Wireless Networks Basic knowledge about ITIL concepts is required Experience on Incident and Task management tool. Highly self motivated and directed; Strong organizational, oral communication and project management skills. Excellent attention to detail; Ability to effectively prioritize and execute tasks in a high-pressure environment; Experience working in a team-oriented, collaborative environment; Experience working with, and presenting to, senior management; Experience in leading others team in the performance of information security duties. Experience in working in an onsite-offshore model

************************************* Responds to telephone calls, email, web and assigned tickets

from users related to applications Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, resolution, and follow-up steps. Escalate complex problem to appropriate support track Participate in on-going training and departmental development Routine maintenance updates with other IT staff and business units Skills, Experience and Qualification Required for the Position : 1. Education Qualification Diploma / Graduate Degree 2. Experience 1 to 2+ year(s) experience. The understating of Exchange Business and Candidates having history of working with financial institutions would be an added advantage. 3. Excellent problem solving / analytical skills and knowledge of analytical tools 4. Basic exposure to application support Java / .Net / C++ based applications 5. Understanding of Microsoft Office 6. Should have very strong communication skills and commitment to quality service to end-users

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Asset Tracking

MIS Reports - Daily/Weekly/Monthly

Ability to operate independently with minimal direction

Deep knowledge and experience with facility operations

Significant Vendor management skills

General administration

Facilities management

Safety and security management

Asset Tracking

MIS Reports - Daily/Weekly/Monthly

Vendor Management

Gathering and analyzing client needs

Resolving client queries

Vendor Management

Gathering and analyzing client needs

Resolving client queries

**************************** # Provide First - level Technical Support on basic operational or maintenance of personal computers and /or peripherals using available tools. # Guide customer troubleshooting efforts to identify products that have Customer Issues and issue service calls in accordance with guidelines. # Escalate problems when unable to resolve customer issues. # Log and sufficiently document all contacts with customers in designated tools. # Identify and provide input on unique or recurring customer problems. # Be a champion of Dell specific tools, Customer Care Procedures. Provide Dell Solution Network feedback at all times.

1) Should have excellent communication skills 2) Graduation is Must. Any Graduate / PG can Apply 3) Should be willing to work in Night Shifts (Fixed Shifts timinigs 6.30 pm to 3.30 am and Sat / Sun Offs) Semi Voice Process 4) Minimum 1 year experience in an international Technical Support / Help Desk support environment is a must 5) Should have knowledge of Active Directory Suppport, Laptop and Desktop Support, VPN, Wireless connectivity and Blackberry / PDA support 6) Home Pick and Drop provided. Office located in the center of the city 7) Great Salary and learning
This position will perform a variety of desktop computer systems support tasks and respond appropriately to user requests and problems; perform initial problem analysis and triage problems to IT technical staff when appropriate. Will liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance related to IT-supported systems; gather and log appropriate demographic data related to each request. Participate in the preparation of procedure manuals and documentation for help desk use; make recommendations for improvements to the desktop and network systems. Assist in onsite installation and support of desktop and network systems for users. Provide remote (telephone) support and light network and VPN problem resolution and support on call duty shifts with company provided equipment. Will perform light service maintenance and other related duties incidental to the work described herein.

The IT Help Desk provides essential support for information technologies. Help Desk staff work in a dynamic, fast-paced environment that requires flexibility with hours. Help Desk personnel provide end user support over the phone, through remote management and in-person to internal staff. MAC experience considered a plus. Qualifications Functional Responsibility: Supports users of information systems by handling user calls, researching complex problems and questions, responding with answers or interventions, providing assistance, tracking calls, analyzing call data for trends and common system problems, and evaluating the quality of information systems through user-support call data. Customer Service

Focus: Help Desk staff is responsible for ensuring customer satisfaction in every step of... View full job description

Role Description ‡ Manage expectations of various stakeholders. ‡ Provide general oversight to and monitor the progress of all projects and deliverables on specific parameters ‡ Accountable for implementing an ongoing educational process within the organization to ensure performance improvements ‡ Responsible for improving key performance metrics including average age of tickets, total number of tickets resolved by the Helpdesk ‡ Building relationships with regional IT teams to improve overall customer experience ‡ Manage the performance of the team- hire, retain best talent and manage aspirations of individuals ‡ Create and implement growth & development plans for the team ‡ Provide guidance and manage/mitigate Single Point of Failures for this function. ‡ Analyse relationships between several parts of a problem and recognizes more subtle causal links to help recommend solutions within area of expertise to address the problem. ‡ Continually look for ways to expand knowledge and skills within own and related product / services / technology areas and share leanings with the team. ‡ Eye for detail - Peer reviews deliverables internally within the team, spot errors and recommend solutions within area of expertise to correct them.

‡ Identifies opportunities to be creative in providing value added solutions within area of expertise and shares learning's with the team and Voluntarily participates in activities aimed at contributing to the team¶s success ‡ Build relationships and check to ensure he/she is understood, and understands, when working with customers from other cultures. ‡ Instil confidence and can be counted on to help and support team members in meeting their commitments. ‡ Demonstrates the ability to balance individual and team priorities, lends a hand when needed to complete shared goals. Job Profile This position will be responsible for leading a Helpdesk team which works out of 3 International locations. It will also be responsible for ensuring delivery of services, maintain quality output, training, mentoring, performance management and driving the needs of the team members globally. Mandatory Skills ‡ Experience using Helpdesk Tools and ticketing systems such as Remedy, SalesForce, Clarify. ‡ Clear understanding and experience dealing with Exchange Infrastructure. ‡ Clear understanding and experience dealing with Active directory Infrastructure. ‡ Clear understanding and experience dealing with BlackBerry, GoodLink and windows mobile Infrastructure. ‡ Excellent written, verbal and presentation skills. ‡ Understanding of VPN technologies. ‡ Ability to troubleshoot windows based OS. ‡ Experience in Quality Audits, identifying and implementing Service Improvement initiatives. ‡ Understanding of different methodologies like ITIL, Six Sigma etc.

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