IT support specialist

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ID : 1847

Education level : Diploma

Work experience level : Experienced- (4-7 year experience)

Work experience in total : Years

Job type : Online

Job time : Maandelijks

Last date of registration :

2023-01-15

To secure a responsible & a challenging position in a progressive organization that would provide an opportunity for personal growth & career advancement, as well as an opportunity to contribute towards the growth of the organization. Skill Highlights

Technical and system administrator - Takaful Insurance - (October 2022 Present)

Dealing with L0 to L2-related problems
Taking care of Cisco communication management
Controlling the web servers and the exchange server
Taking control of the FortiGate firewall
Taking over the server room and all the servers

Senior IT support specialist - HCHCL technologies - (September 2022 - August 2022)

Working as an L1 and L2 agent to support end users, analysing closed agent tickets, and sending a report by the end of the shift.
- To keep login efficiency (availability) high for customers.
- Ticket resolution within agreed-upon SLAs for ticket volume and time
- Monitoring), regulatory requirements, and company policies
- First Call is responsible for ensuring a positive customer experience and CSAT.
- To ensure a positive customer experience and CSAT through First Call Resolution and a minimum average handling time (AHT), rejected resolutions/Reopen Cases
- To keep track of shift/escalation procedures and process compliance by updating work logs.
- Work on activities that add value, such as Update of knowledge base and development.
Activity Summary
- Analyst would be responsible for handling L1 and L2 issues reported with the Apps & Infra Helpdesk, which may include, but not restricted to the following:
- Receive calls, emails, and web-tickets from end users and other Agency Service Desks / Help Desks, and create Incident or Service Request tickets, logging all relevant information.
- Tracking and categorizing incoming incidents or service requests, and initially attempting solutions
- Provides an initial assessment of categorization & priority for reported incidents and incidents.
- Service Requests are processed, and initial support is provided, with the goal of achieving a higher level of first contact resolution.
- ensures that incidents and service requests are appropriately escalated & assigned to the appropriate support groups.
- Assist Service Desk Management & Incident Management with hierarchical escalation.
- Communicate with end users about the status of incidents, service requests, and changes.
- Compiles data for management information and reporting by entering incidents.
- Maintains Incident ownership, ensuring status updates and resolution in accordance with SLAs.
- Provide feedback to Service Desk Management on opportunities for Continuous Improvement.
- Working with both internal (Problem Management, second line) & external support teams to properly redirect incidents

IT support specialist - MAS Holdings, Colombo - (October 2020 - January 2022)

Main Responsibilities
- Manage and monitor all installed systems and infrastructure which are only in the plants.
- Install, configure, test and maintain operating systems, application software and system management tools.
- Handling day-to-day issues as a 1 level IT admin from the calls, tickets, emails, and from the teams.
- Mainly if there was an issue with a server in the plant, we must solve it through remote access with PAM and ILO
- Maintain security, backup, and redundancy strategies.
- Provide 1st and 2nd level support.
- Liaise with vendors another IT site admin personnel for problem resolution.
Activity Summary
- Handling issue is receiving through the calls while we are in the A minimum 30 calls for the day.
- Achieved the highest levels of productivity, handling over 1,000 calls per week and averaging 200+ calls daily.
- Handling issue that coming through the teams.
- Earned solid reputation for resolving complex issues and providing exceptional customer service.
- Receiving issues and requests from mails related to the server, active directory, day to day issue, O365
- Licensing issues, and NAS server access grading issues
- Escalated issues as needed & maintained communication with customer and technical teams. Extensively utilized Remedy to record and track issues.
- While we are in the Q, we need to look into the tickets assigned to us and maintaining the SLA.
- Configuring the VM servers and HOST servers as per the request through the mails and tickets
- Handling issues with azure laptops and desktops using endpoint and azure.
- Checking cloud alerts daily and investigating
- Worked independently on Sundays providing sole support for international operations.
- Launched user feedback survey based on input from Help Desk Institute to gauge customer.
  satisfaction and support Continuous Improvement.
- Diagnosed and resolved hardware/ software connectivity issues. Created user accounts for Critix servers.

IT supports specialist - Allianz insurance, Colombo 09 - (February 2019 - October 2020)

Main Responsibilities
- Managing Active Directory function and collaborate the day today operational jobs schedules and allocate to the job roles to the help desk engineers.
Activity Summary
- Directs the preparation & installation of network software.
- Active Directory user creation, access right granting and OU maintenance.
- Answering for tickets, emails and telephone enquiries and fix it through remotely.
- Assisted customers having hardware, software and networking issues.
- Directs the diagnosis and resolution of network software problems.
- Installing & configuring windows 7/8/10 operating systems in the PCs andlaptops.
- proficient in handling escalated calls and providing technical support to end users.
- Microsoft outlook configuration, backup, troubleshooting.
- Directs the performance of equipment repair, the building of cables, and the replacement of boards and components to identify or remedy failures.
- provide helpdesk support to end-user's proprietary software.
- Troubleshooting laptops users using Team viewer.
- Resolving citrix issues.
- Troubleshooting network issues in head office and branches.
- Troubleshooting printer issues and adding printers
- I am provided the remote support using following software Team Viewer, VNC, remote desktop.
- Assist technical staff to check and ensure resolution of all issues to achieve all objectives.

IT Help desk support - Janashakthi Insurance PLC, Colombo 09 - (October 2018 - February 2019)

Implement and provide the solutions in Janashakthi Domain.
Installation and troubleshooting the Software & Hardware.
Configuring and maintaining the LAN & WAN networks.
Troubleshooting the internet and Email problems.
Handling all branches and coordinating IT problems in branches and the head office.
Coordinating with SLT for VPN problems.
Troubleshooting ADSL problems.
Design and cabling the internal LAN for the branches.

IT Help desk support - Mercu Cita Manufacturing Sdn.Bhd Shah Alam, Malaysia -(February 2016 - April 2018)

Controlling AD and pfsense.
Support for the domain end users.
Troubleshooting (window 7, Windows 8, Windows10)
Troubleshoot printer's issues.
Checking out all the Branch's cashier PC’s
Troubleshooting network issues.
Troubleshooting cashier PC’s and getting a weekly report.
Troubleshooting laptops.

Word Press
Windows servers and POS system, servers
Web controlling
Linux OS
MS windows server 2012 r2 ,2003,2016 and2008
Network troubleshooting
Proxy servers (pfsense)
POS system equipment
VMware environment

Certifications
- Completed Computer System Diploma in (SG academy) in Malaysia.
- City and Guilds Diploma in IT System Support
Achievements in IT
- Installing citrix to janashakthi domain all branch PS’s
- Involved to New server room migration of the project
- Technology and Application experience