Driving, Music
Bibin Rajeev
System Support Engineer
Kuwait,Kuwait
Summary
Results-oriented Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Experienced IT Support with over 8 years of experience in IT Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
4
4
Languages
7
7
Certificates
6
6
years of post-secondary education
8
8
years of professional experience
Work History
IT Support Engineer
Sailo General Trading
Kuwait, Kuwait
06.2018 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among all departments.
- Processed over [Number] support requests weekly for technical assistance on wide range of issues related to [Software] and [Software].
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware, devices and software to set up work stations for employees.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Provided on-call support for critical [Type] issues related to [Software] and [System].
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved issues with systems, hardware and telephones quickly and accurately.
IT Support Engineer
CompuCell Electronics
Dubai, Dubai
10.2016 - 03.2018
- Good knowledge about windows ,Linux and Mac operating systems.
- Panasonic PABX configuration for voice
- Cisco Switch and Router Configuration
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among all departments.
- Processed over [Number] support requests weekly for technical assistance on wide range of issues related to software, Hardware and Networking.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware, devices and software to set up work stations for employees.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided on-call support for critical issues related to software and hardware
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Managed high levels of call flow and responded to technical support needs.
- Defined and documented technical support best practices for technologies.
- Installed security applications and devices and suggested additional security measures.
- Activated accounts for clients interested in new services.
- Answered incoming calls from residential and small business customers on products.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
IT Field Support Technician
Evosoft Technologies
Kochi, Kerala
06.2016 - 09.2016
- Trained customer employees and managers on machine use and maintenance.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Documented all changes and actions in computer-based tracking system.
- Explained diagnostic findings to customers and outlined repair or service options.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used Microsoft Word and other software tools to create documents and other communications.
IT Technician
Pegasus Technologies
Calicut, Kerala
06.2012 - 04.2015
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Patched software and installed new versions to eliminate security problems and protect data.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Configured hardware, devices and software to set up work stations for employees.
- Handling with windows, Linux and Mac based operating systems.
- Wi-Fi access points and network routers configuration
Education
B.com With Computer Application - Computer Application
The Institute of Human Resources Development(IHRD)
Thamarassery 08.2012 - 05.2015
Microsoft Certified Solutions Associate (MCSA) - Windows Server
Microsoft
Calicut 01.2016 - 02.2016
Microsoft Certified System Engineer (MCSE) - Windows Server
Microsoft
Calicut 03.2016 - 04.2016
Cisco Certified Networking Professional (CCNA) - Networking
Cisco
Calicut 05.2016 - 06.2016
Cisco Certified Network Professional (CCNP) - Networking
Cisco
Kochi 07.2016 - 08.2016
Fortinet's Network Security Associate (NSE1 & NSE2 - Firewall
Fortinet
Online 03.2020 - 03.2021
Fortinet's Network Security Expert - Firewall
Fortinet
Online 03.2020 - 05.2021
Microsoft Azure Administrator - Microsoft Azure
Microsoft
Online 11.2020 - 04.2021
CompTIA A+ Certification - Computer Hardware And Software
CompTIA
Online 04.2021 - 06.2021
Skills
Desktop support
Software diagnosis
Mac systems
Technical issues analysis
Data recovery
TCP/IP
Application support
Complaint resolution
Staff education and training
Technical documents comprehension
Customer service expert
Wide-area Networks
Technical Support
Windows 10
Avaya IP Phone
Windows Server Support
Cisco Switch and Router
Azure Administration
Certification
CCNA
Interests
Timeline
Microsoft Desktop Administration
08-2021
CompTIA A+
06-2021
Azure Administration
05-2021
CompTIA A+ Certification - Computer Hardware And Software
CompTIA
04.2021 - 06.2021
Microsoft Azure Administrator - Microsoft Azure
Microsoft
11.2020 - 04.2021
Fortinet's Network Security Associate (NSE1 & NSE2 - Firewall
Fortinet
03.2020 - 03.2021
Fortinet's Network Security Expert - Firewall
Fortinet
03.2020 - 05.2021
Fortinet NSE 1& NSE 2
03-2020
IT Support Engineer
Sailo General Trading
06.2018 - Current
IT Support Engineer
CompuCell Electronics
10.2016 - 03.2018
CCNA
09-2016
Cisco Certified Network Professional (CCNP) - Networking
Cisco
07.2016 - 08.2016
IT Field Support Technician
Evosoft Technologies
06.2016 - 09.2016
Cisco Certified Networking Professional (CCNA) - Networking
Cisco
05.2016 - 06.2016
Microsoft Certified System Engineer (MCSE) - Windows Server
Microsoft
03.2016 - 04.2016
Microsoft Certified Solutions Associate (MCSA) - Windows Server
Microsoft
01.2016 - 02.2016
MCSA
01-2016
MCSE
10-2015
B.com With Computer Application - Computer Application
The Institute of Human Resources Development(IHRD)
08.2012 - 05.2015
IT Technician
Pegasus Technologies
06.2012 - 04.2015