SYED USMAN SAHIB
M.C.A., (Master of Computer Application)
Mobile: +966553496970
Email: usman.mca2011@gmail.com
OBJECTIVE
To seek a career in the field of IT Service Desk / IT Support Engineer that allows me to contribute to the growth of the organization.
SUMMARY
• Having 6+ years of Experience in the field of IT Support/Service Desk support.
• Familiarity with the fundamental principles of ITIL/SLA.
• Experience in resolving end user technical problems via email, phone and in person.
• Experience in Helpdesk tool and clear Communication with all levels of management in order to effectively convey the message and execute the required actions.
• Experience in Managing the Client Computers(Desktop/Laptop), Networks, Printers, Scanners, Telephones, Fax Machines, Projectors and Remote / physical Troubleshooting’s.
• Experience in fundamental operations of commonly used software, hardware, and other equipment’s.
• Familiarity with Aramco’s Safety and Traffic Rules & Regulations.
• Exposure to IT customer/user support activities and curiosity for learning & ability to learn new technologies with enthusiasm.
KEY TECHNICAL SKILLS
• Strong customer service ethos, ability to work well with people.
• Installing and configuring computer desktop/Laptop OS (windows, mac, Linux), hardware, software, systems, networks, desktop printers & scanners, fax, antivirus, mobile email, Ip phones etc.
• Assist end user data Backup and Migration, Password Reset, Relocations, Shared drive, Antivirus and Other configurations etc.
• Administrating LAN over a network.
• Investigate, diagnose and solve computer hardware, software, network, user account issues.
• Working Knowledge on IT helpdesk Management Tool (Mange Engine SD, BMC remedy, Dash).
• Manage and Support Microsoft Office 2010 and 2016.
• Maintain records of software licenses.
• Arrange Meetings (WebEx, Zoom, Microsoft) with Vendor in order to solve the Applications related issues.
• Working knowledge on Active directory, cisco switches and conference systems.
• Ensure that the end user know how to login, configure basic setups like Adobe pdf, MS outlook and company approved software’s.
• Talking to clients and computer users to determine the nature of any problems they encounter.
• Repairing equipment and replacing parts.
• Prepare procedures, manuals, tutorials for users to easily understand and configure printers, outlook etc.
• Ability to work independently and in a team environment.
EDUCATIONAL QUALIFICATION
• M.C.A (Master of Computer Applications) from Madras University, The New College, Chennai, Tamil Nadu, India.
TECHNICAL QUALIFICATION
• Information Technology Infrastructure Library (ITIL)
• Cisco Certified Network Administrator (CCNA)
• Microsoft Certified Professional (MCP)
• Diploma in Computer Hardware (DCH)
WORK EXPERIENCE 1
Concern
: Business Systems Weaver (BSW).
Project
: Saudi Aramco Total Oil Refining & Petrochemicals (SATORP).
Position
Duration
: IT Helpdesk Support Engineer.
: 01.01.2013- Till date.
Responsibilities:
? Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
? Works with the Systems, Network, Database, IT Security, Server and each team in the ICT Department as appropriate to determine and resolve problems received from clients.
? Assist over 200 to 300 employees in a refinery includes Multinational language speaking peoples.
? Reports to User Assistance Head.
? Works with Vendor support contacts to resolve technical problems with Desktop computing equipment and software.
? Installing, Configuring, Administering Windows 7, Windows 10 and Mac OS for Clients. Connecting those client systems in Domain.
? Installing and Administrating MS Office (word, excel & Outlook) 2007, 2010&2016.
? • Become familiar with each client and their respective applications
? Installing, configuring & sharing Printers / Network Printer HP, Cannon & Epson, Cisco IP Phones etc.
?
? Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
? Installing and configuring Scanners, Projectors and U-learning Systems.
? Identifying and Troubleshooting Pc’s Hardware Issues.
? Maintaining the Asset inventory.
? Ensure desktop computers interconnect seamlessly with diverse systems. Maintain telephone system.
? Works with procurement staff to purchase hardware and software.
WORK EXPERIENCE 2
Concern
Position
Duration
: Sans bound Technologies, Chennai.
: IT Support Engineer.
: 01.01.2012- 31.12.2012.
Responsibilities:
? Desktop/Laptop on-site and phone support, Printer/Fax support, Backup system support.
? Provide investigation, diagnosis, resolution & recovery for hardware/software problems.
? Installing, Configuring, Administering Windows XP Professional, Vista, 7 for Clients. Installing and configuring Printers / Network Printer HP, Cannon, Epson and IBM. Connecting those client systems in Domain.
? Manage service requests, software installations, new computer setups, upgrades.
? Provide initial assessment of urgency and business impact on all support calls.
? Trains and orients staff on use of hardware and software.
? Assembling, service maintenance of PCs and up gradation of systems.
? System Administration and Backup Operations. Technical Support for the users
? Formatting, Loading Operating System and Software Installations.
? Trouble shooting hardware and software problems with regards to PCs, Printers, Scanners and other computer equipment’s.
PERSONAL PROFILE
Father’s Name : Syed Mohideen
Date of Birth : 01st March 1987
Marital Status : Married
Sex : Male
Nationality : Indian
Driving License : KSA and India
Languages Known : English, Tamil, Hindi and Arabic (Beginner)
Visa Type : Transferable
Address : Street Ikhlaas, Jubail City, Jubail, KSA.