IT Support Officer at Grip International Pvt Ltd (2021-10 – Present)
Responsible for maintaining company computer systems, networks, and providing technical support to end-users and clients.
- Provide first-line technical support to end-users on hardware and software-related issues
- Respond to support tickets and resolve IT-related problems in a timely manner
- Follow-up with clients to ensure that all issues/needs have been resolved/met
- Install, configure and troubleshoot desktops, laptops, printers, and other peripherals
- Software installations and updates for clients as required
- Set up and configure routers, switches and other networking equipment
- Install & maintain LAN/WAN infrastructure & ensure network connectivity
- Diagnose and resolve hardware and network issues
- Monitor network performance and ensure network security measures are in place
- Conduct routine database maintenance, such as backups, updates, and patch installations
- Conduct regular backups and ensure data integrity is maintained
- Update system software and firmware to the latest versions
- Monitor server health and performance, proactively addressing issues
- Maintain accurate records of hardware inventory, network configurations, and IT support activities
- Document troubleshooting procedures and solutions for future reference
- Software deployment and software training at the client-side
- Understand the client requirements and conveys to developers
- Offer post-deployment support to end-users, assisting with any issues or questions that arise after software installation
- Maintain a complex network of MS SQL Server databases, ranging from SQL Server 2005 to SQL Server 2019
- Conduct daily, weekly, and monthly database maintenance tasks, including backups, indexing, and query optimization
- Provide technical support and assistance to ERP system users
- Troubleshoot and resolve ERP-related issues and inquiries
- Assist in ERP system updates, configurations, and maintenance
- Train end-users on ERP software functionalities
- Document and maintain records of support requests and resolutions
- Stay informed about ERP system updates and features
- Contribute to user manuals and training materials
- Collaborate with IT and ERP teams to escalate and resolve complex problems
- Collaborate with other IT team members to resolve complex technical issues
- Work closely with software developers and system administrators to ensure a cohesive IT environment
IT Support Executive at Prima Systems LLC (2021-04 – 2021-09)
Provided IT support and technical assistance including employee monitoring, system configuration, and network management.
- Utilized Workpuls, an employee monitoring and productivity tracking software, to oversee employee computer activities, gauge productivity levels, and compile detailed reports for management
- Installation, configuration and maintenance of computers, workstations and other related equipment
- Installation of MS Office 365, Outlook & creates email accounts of onboarding employees
- Installation & configuration of routers, networking switches, access points, POEs, wireless adaptors & other networking equipment
- Ensure network security and connectivity
- Performed network monitoring and troubleshooting to maintain the company's network
- Set up user accounts, permissions and passwords
- Recommended systems modifications to reduce user problems
- Installed desktop software upgrades as needed
