Level 2-3 & Project Work:+Daily use of ConnectWise, Naverisk, & LogMeIn Rescue+Providing Onsite and Remote Support on a day to day basis+Configuring, troubleshooting and managing Outlook with Office 365, G-Apps, POP/IMAP setups+Printer, Fax and Scanner setups and configuration+Building up, configuring, troubleshooting PCs and MACs+ESET Endpoint Anti Virus setup and configuration+Setting up and Managing LogMeIn Hamachi+Setting up and Managing BulletProof FTP Server+Setting up and Managing Egnyte Cloud storage+Experience in troubleshooting MYOB, Quickbooks, Worldox, Oasis, and many other LOB software+Setting up and managing Sharepoint+Managing on premise Exchange 2007-2016+Configuring and managing Watchguard Firewalls+Configuring RRAS, L2TP, SSL, PPTP, and BranchOffice VPNs on Servers/Routers/Watchguards+Configuring and Managing Shadow Protect Backups+Configuring and Managing Altaro Backups+Configuring NAS units (QNAP mainly)+Installation of UPSs’ (Eaton and APC)+Performing POP, G-Suite, Local Exchange to Office 365/Gmail migrations using MigrationWiz

Salmat — SBR Service Desk AnalystJune 2016 - PRESENTThe SBR Service desk Analyst position entailed assisting software developers(SWD) with general information and to resolve incidents or any requests made. Requirements of the role were to:Create, maintain and update several reports for both Salmat Investigate and gather information on SBR Client’s technical issue management and SBR stakeholders.Create and compile existing and real-time information into reports.Maintain and nurture relations between both internal and external Stakeholder (Salmat and SBR)Assist with registrations and provide information and certification process on both SBR products and services that are available.Assisting with training and supporting new staff.Assist and be part of the process in improving ATO-SBR internal process and system transition process. (Clients Meeting and attend any related conferences if required)The SBR service desk works with several major software developers including MYOB, Xero, CCH, Reckon and more. The service desk is required to provide a high level of customer support and handle requests in a timely matter. While in this position I was also required to take on additional tasks such as the creation and maintenance of processes, SBR Guides as well as several training documents.

The ATO Technical Helpdesk level 1 agent is responsible for answering helpdesk inquiries and resolving end user issues in a timely manner. The role requires agents to handle inbound calls, emails and web chats within a given time frame and provide troubleshooting to resolve client issue using an established troubleshooting database. The ATO Technical Helpdesk level 2 agent is responsible for but not limited to receiving calls and emails from ATO clients with IT issues, the objective is to resolve the issues where possible or escalate to the appropriate support team. This entailed: Resolving, managing and escalating problems logged with the ATO – technical helpdesk by ATO clients.Applying documented practices and procedures and dealing effectively with a wide range of IT Support Groups and ATO Clients.Create/Conduct troubleshooting with products and systems in the test lab provided Document issue remedy for troubleshooting conducted to be updated in knowledge baseATO Technical Helpdesk Level 1 Acting Team Leader is responsible for providing Contact Centre Team supervision covering IT services for the ATO Client. This includes but is not limited to coaching, reporting, Provide direct support to team of IT Help Desk agents specifically through acting as a point of escalation, providing coaching Required to contribute after hours as required, and when role related assist in delivering client requirements, this includes preparing reports and attending meetings to discuss team activity issues.