Roles & Responsibilities:
Technical Support Executive – Dell Process
Provide on call support to dell clients ( US ).
Troubleshoot hardware and software issues.
Provide problem analysis and resolve client issues with the aid of available helpdesk tools (eg. help files and Knowledge base articles.)
Ensure accurate call comments are entered and appropriate information is provided in escalated calls.
Ensure call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.
Collaborate with team members on knowledge transfer, support policies, procedures and standards.
Ensure the smooth functioning, repairing and problem resolution within contractual obligations of the customer base either remotely or through the field engineers/technicians.
Ensures that required levels of spare parts are on-site at customer locations.
Keep track of the customer’s record for individual follow ups.
Configuration of client's equipment to connect the Internet via modem/DSL Router.
Obtain general understanding of OS and application operations related to company offered services.
Identify and correct or advise, on operational issues in client computer systems.
Perform creation of new accounts using company provide software tools.
Was selected as one of the best performers in desktop support.
Transferred to laptop support by getting only three days training.
Technical Support Executive – Bell Canada, ISP.
Deliver telephone and remote support to Bell Canada ISP customers.
Incident management and technical resolution of 1st line incidents and providing support on customer networks.
Escalate to 2nd line engineers and management when required, maintaining ownership.
Help the customer in configuring routers , modems and switches.
Provide information to the customer in configuring VPN , Servers.
Taking operational responsibility for major incidents.
Drive SLA compliance .
Provide regular feedback to customers, third party maintainers and vendors.
Call Handling and Ticket Management.
Senior Software Engineer (QA ):
o Analyzing Functional Requirements
o Contibution in preparing Test Plans
o Preparing Test Scenarios
o Preparing Test Cases for module, integration and system testing
o Preparing Test Data’s for the test cases
o Reviewing the Test Cases prepared by other team members
o Executing the Test Cases with intend of finding defects.
o Defect Tracking and closure
o Provide steps to reproduce the defect to developers in order to fix it.
o Preparing test Summary Reports
o Preparing Lesson Learnt documents from the previous project testing experience
o Preparing Suggestion Documents to improve the quality of the application
o Updating daily status to the Test Lead / Test Manager
IT support Analyst:
o Fault diagnosis of desktop and laptop hardware and co-ordination of repairs and replacements (escalating to Vendors for repair when necessary)
o Software installation and decommissioning of laptop and desktop hardware.
o Set up and support of Blackberry hand-held devices and desktop conferencing system ( webex )
Coordination and support for churns, offsite events and special requests
o Manage and implement desktop projects and products
o Act as focal point for users and coordinate issues/requests through to resolution/completion
o Escalate issues in a timely manner that may impact the business/users
o User administration (setup and maintaining account)Maintaining system
o Verify that peripherals are working properly
o Quickly arrange repair for hardware in occasion of hardware failure
o Monitor system performance
o Create file systems
o Install software
o Create a backup and recover policy
o Monitor network communication
o Update system as soon as new version of OS and application software comes out
o Implement the policies for the use of the computer system and network
o Setup security policies for users. A sysadmin must have a strong grasp of computer security (e.g. firewalls and intrusion detection systems)
o Conduct periodic stock checks to ensure that the inventory in store is up to date and accurate
o Keep track of stock movement in the store and ensure that all inventory is tracked
o Assist in planning the deployment workload among the team based on available resources
o In-depth knowledge of Windows XP and Windows 7 operating system
o Knowledge of Software application MS-Office / Outlook and BlackBerry devices
o Dell/HP/Lenovo hardware knowledge (PC / Laptop / Printers / Monitors)
o Able to communicate clearly and effectively across all levels
o Very client-focused and ability to empathize with clients needs and instill confidence that their issue will be dealt with efficiently and effectively
o Excellent team player to deliver a high quality service that meets the need
o Pro-active, positive personality and “can-do” attitude
o Strive to carry out tasks which improve own and/or team effectiveness
o Able to adapt to changes and have flexibility in performing the support role
o Have Knowledge in installing , configuring and troubleshooting Polycom products of Video Conferencing equipments and projectors.
o Working knowledge in Acess Control Systems ,fire Alarm systems and CCTV.
o Can troubleshoot HP/ Canon – Printer and Scanner.