Andreas Nathanail Email & Phone Number

Limassol, Limassol, Cy

Cyprus

Cyprus

The role requires providing an efficient and friendly 1st line of support across a range of different systems for users including remote support.• Perform Service Desk duties, clearly defines user problems received via phone/e-mail/chat, resets/unlocks accounts, sets up printers, applications, troubleshoots TCP/IP issues, troubleshoots Office applications, troubleshoots other software and hardware; images and re-images PCs/laptops.• Take ownership of customer issues reported and sees problems through to resolution.• Maintain the computer systems, ensures the smooth and seamless running and fixing problems as they arise.• Ensure compliance with Standard Operating Procedures (SOP)• Ensure compliance with Service Level Agreements (SLA)• Train end user in the use of equipment and/or software when required• Conduct remote troubleshooting and first technical contact.• Utilize resources to assist customers in resolving problems (remote desktop sessions,escalation, elevation, knowledge base, management ).• Update and triages Incidents logged with the Service Desk according to internal policies and procedures.• Support customers from multiple buildings in the area, as well as remote customers.• Allocate, maintain, troubleshoot, tag, stack and maintain inventory of IT and A/V conferencing equipment by following internal policies and procedures.• Install, configure software and hardware, set up account for the employees, work on the regular updates, and respond to other system related queries.• Provide technical support to various company events where it is necessary to configure, assemble and operate sound and visual equipment.• Create knowledge base articles based on customer incidents as part of the SOP. Edits and updates existing knowledge base articles as they are used.• Work with Infrastructure and other teams to develop a new knowledge base based on current incidents and customer experience.

Limassol, Limassol (Lemesos), Cyprus

Acting as system Engineer for RCB bank LTD with the same responsibilities.• Manage and maintain Windows based core systems including windows server and client O/S as well as add-on applications such as MS Office and various other commercial and in-house software.• Support telecommunication including Avaya, Cisco and other telephone systems, mobile devices, telecommunication lines, internet connections and other telecommunication channels.• Provide Helpdesk service to users.• Responsible for installing, configuring, upgrading, updating and maintaining computers, operating systems and local applications in support of business processing requirements.• Maintain user documentation and hardware inventory.• Perform data backups and recoveries.• Cheque clearing system support.• Install, support and maintain, server room, cabling and wireless infrastructure.• Perform any other duties that may be assigned from time to time within the general scope of responsibilities.

Limassol

• Manage and maintain Windows based core systems including windows server and client O/S as well as add-on applications such as MS Office and various other commercial and in-house software.• Support telecommunication including Avaya, Cisco and other telephone systems, mobile devices, telecommunication lines, internet connections and other telecommunication channels.• Provide Helpdesk service to users.• Responsible for installing, configuring, upgrading, updating and maintaining computers, operating systems and local applications in support of business processing requirements.• Maintain user documentation and hardware inventory.• Perform data backups and recoveries.• Cheque clearing system support.• Install, support and maintain, server room, cabling and wireless infrastructure.• Perform any other duties that may be assigned from time to time within the general scope of responsibilities.

• Setup and implementation of network and cabling infrastructure.(Simple routers, access points, switches)• Setup and installation of windows servers (server 2003, 2008,2012)• Manage active directory users and computers.• Manage Microsoft exchange users, mailboxes and configuration (2003, 2007, 2010)• Software and hardware support and configuration of Desktops and Laptops.• Software and hardware support for printing Devices.• Basic knowledge of mobile devices setup and configuration.

Limassol, Limassol (Lemesos), Cyprus

• Ensure good working conditions for all the company computer equipment.(Computers, monitors, printers, servers, UPS, Cisco Phones)• Ensure good workflow for the company systems with the coordination of vendors. (ERP, Cisco Telephony system, Firewall rules, internet providers)• Basic training of new and old Employees regarding the above items if needed.

Limassol, Limassol (Lemesos), Cyprus

During this period, I was providing large range of technical support in Offices Island wide. Skills developed during the above period:• Setup and implementation of network and cabling infrastructure.(Simple routers, access points, switches)• Setup and installation of windows servers (server 2003, 2008,2012)• Manage active directory users and computers.• Manage Microsoft exchange users, mailboxes and configuration (2003, 2007, 2010)• Software and hardware support and configuration of Desktops and Laptops.• Software and hardware support for printing Devices.• Basic knowledge of mobile devices setup and configuration.• Basic Support for Meridian Bets shops and software: 1. Perform OS (Betty) installation on PCs, connect and test peripherals (Printers and barcode readers, VGA cards etc.)2. Perform complete betting shop preparation and installation of equipment.3. Able to provide onsite support to betting shops.4. Ensure good workflow for all IT equipment installed in betting shops.• Basic Support For Fair Champions LTD IT equipment and software.1. Computers hardware setup and configuration.2. Fair Champion Internet sites support (Manage Accounts, Review Balances)3. After Hours support To all of Fair Champions shops and sites.

Limassol, Limassol (Lemesos), Cyprus

• Providing service support to end users at the shop• Giving basic information and quick tips to customers • Handling customer complains• Cooperate with vendors for repairs or replacement or repair of defected products.

Larnaca, Larnaca District, Cyprus

Assisting the IT manager to the following tasks.• Maintain good working condition on shops POS system.• Setup and implementation of new POS machines.• Work with Vendors to ensure good working conditions on shops equipment.• Train and assist end users in the shops regarding POS System procedures.

Year 2002 – 2003 Crew memberYear 2003 – 2005 Swing ManagerYear 2005 – 2006 2nd Assistant ManagerSkills developed:• Able to work as a team• Basic people skills during shift management• Provide training on procedures to new employee’s • Handling customer complaints

Bachelor Of Science - Bs, Computer Science

Education record