Samar Abbas Email & Phone Number

Provide remote and on-desk support to AT&T onsite techs and internal employees including PC migration, modem provision, wireless/VPN connectivity, and RSA token issues; rebuild Windows profiles within Active directory, Group policies; joining devices to the corporate Domain, debugging blue screens and device management.Monitor productivity of on premises servers including software and hardware parts.Diagnosed system hardware/software problems via phone and remote desktop using advanced root-cause analysis.Monitor and report activity within the User Support Group using the Remedy ticketing system.Create/update company knowledge bases on troubleshooting steps and best practices.Troubleshooting Symantec Site Advisor/Virus Scan Enterprise HIPS issues, Office 365, Veritas Enterprise Vault and documenting in OneNote database for internal team use.

Consistently deliver quality customer services to clients.Provide support for any requests from faculty, staff, and students submitted by phone, e-mail, or voicemail.Picking up incidents and work orders through (Service Now) ticketing system and submit any comment, troubleshooting steps and resolution for any issue Troubleshooting system and network problems and diagnosing and solving hardware or software Faults.Provide first contact resolution for customer inquiries and incidents.Work cooperatively with other team members to resolve incidents.Escalate unresolved incidents, functional or hierarchical.Contact and inform customers of incident resolutions/updates.Expertise in networking technologies as Routing & switching, Wireless LAN controller, LAN, WAN, Load balancing, Firewall and VPN.Maintain and improve performance at the highest level possible.Resolve technical, billing and account issues. Troubleshoot computers hardware and software and assist with network troubleshooting procedures.Install and update antivirus programs on a constant basis.Cable management; make sure everything is mounted appropriately, etc.Setting up computers for offices as the customers demand.Reads and researches specifications, such as blueprints, charts, or schematics, to determine machine settings or adjustments.