Sabin
IT Professional with more than 5 years of experience in Technical Support field.
Dubai
Summary of Career
1. • Provide Technical Support to Clients.
2. • Remotely accessing the end user system and resolve the issues related to IT hardware and software.
3. • Assist with Software Design and Development
4. • Create Technical Documents and Manuals
5. • Address customer concerns and issues regarding software installation and operation.
6. • Document complaint reports and troubleshooting steps.
7. • Assist software developers to resolve technical issues during the software development process.
8. • Teach customers how to install and use new software products.
9. • Working knowledge of SQL Databases & basic network configuration
10. • Working Knowledge of IT Hardware and Software
Won the best employee award for many times, best worker for all fields in projects.
Experience as IT Technical Support Engineer
08 March 2017
31 October 2019
In my IT Technical Support Engineer role, I honed my abilities in process development and training, providing a solid foundation for the IT Technical Support Engineer position. This duty requires strong analytical, troubleshooting and problem-solving skills, and need to exercise strong communication, organizational and customer service skills.
? Perform system, networking and hardware maintenance, support software and applications.
? Provide Hardware and Software end-user support.
? Monitored HP servers and participated in application installation at the Data Centre.
? Escalating unsolved IT problems and issues to the IT manager.
? Cooperated effectively with clients to facilitate installation, testing, upgrade, and migration of new software.
? Configure, install and maintains complex software systems.
? Implementation of IT project works and provide training to end-users.
? Identifies, manage and resolves issues in a timely manner.
? Documented and reported application defects to Development teams
? Import data on daily basis and preparing reports to clients
? Creating automation tools and installing those as windows services.
? Have participated in the software implementation team for UAT and Production launches.
? Can actively participate in understanding the business models and customizing the software solutions.
? Maintain and update training and support tracking records.
? Maintain records of IT infrastructure, known issues, and document in the knowledge base.
? Provide (24/7) support/availability and respond to 2nd line and 3rd line technical issues, adhering to SLAs, root cause analysis, handle incident calls and involve in change as well as problem management.
Experience as L2 Support Engineer
06 January 2014
03 March 2017
Senior Level 2 Customer Support Engineer with more than 3 years of experience.
Builds and maintain the business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
Participating in regular product training exercises to maintain product knowledge
Have leadership responsibilities and are involved in mentoring new employees.
Bachelor 21 May 2013
B-Tech degree in Computer Science and Engineering from Pondicherry UniversityIntermediate 21 May 2010
Diploma in Computer Science and Engineering