Playing Football
Hi, I’m
Rahil N M
IT Support Engineer
Doha
Summary
Astute IT Support Engineer with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
6
years of professional experience
2
Certifications
5
Languages
Work History
Jaidah GroupDoha`
IT Support Engineer
08.2020 - Current
Job overview
- Assisted Employees in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to users for the technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Extracting employees attendance data from Bio-station device and uploading to SAP.
- Adding, removing and integration of Bio station device.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintain company websites and social media platforms.
- Created user accounts and assigned permissions.
- Visited sites and locations to identify areas needing to be monitored with CCTV cameras.
- Aided in displaying and exhibiting CCTV services to interested parties.
Bestway infotech systemsBangalore
System Engineer
04.2018 - 09.2019
Job overview
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Compiled data and generated graphs to interpret results and suggest key operational improvements.
- Delivered helpdesk service and support to customers.
- Checked for accuracy and functionality during implementation of new systems.
- Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
Allsec Technologies LimitedBangalore
Technical Support Engineer
02.2017 - 02.2018
Job overview
- Provide technical support for both hardware and software issues our users encounter
- Manage the configuration and operation of client-based computer operating systems
- Monitor the system daily and respond immediately to security or usability concerns
- Create and verify backups of data
- Respond to and resolve help desk requests
- Upgrade systems and processes as required for enhanced functionality and security issue resolution
- Administrate infrastructure, including firewalls, databases, malware protection software and other processes
- Review application logs
- Install and test computer-related equipment
- Troubleshooting any reported problems
- Keeping the network up and running
- Applying operating system updates, and configuration changes.
Education
AMC BANGALORE
BCA
NIOS
PUC
MJ VHSS Kerala KERALA BOARD
SSLC
Skills
Ticket support system management
Data recovery
Desktop support
Technical issues analysis
Application support
User credential management
TCP/IP
Videoconferencing
Network diagnostics
Microsoft Office Specialist (MOS) Expert
Additional Information
- Handled Projects of IT office shifting
- Complete CCTV solution for Jaidah Warehouse Umm sala ali
- GPS tracking for Gulfcar Rental
- Installation of Bio-station device and configuration
Certification
CCNA - Cisco Certified Network Associate
Interests
Riding
Swimming
Timeline
IT Support Engineer
Jaidah Group
08.2020 - Current
System Engineer
Bestway infotech systems
04.2018 - 09.2019
Technical Support Engineer
Allsec Technologies Limited
02.2017 - 02.2018
CCNA - Cisco Certified Network Professional
11-2016
CCNA - Cisco Certified Network Associate
01-2016
AMC BANGALORE
BCA
NIOS
PUC
MJ VHSS Kerala KERALA BOARD
SSLC