Mohamad Barus

• 1-2 years of managing a service desk team
• Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
• Acting as a resource for customers to turn to when they are unsure where to direct a question or concern, finding a solution or locating the correct person/ department to assist them; being sure to respond with a sense of urgency and poise Delegating tasks to team members and empowering them to take on new challenges, being certain to provide ongoing timely feedback and annual performance reviews that focus on their growth and professional development
• Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team
• ITIL Foundation Certificate – Advantage
• Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk Responsible for assuring users are provided efficient and timely first level support on a 24 7 basis
• Support the IT Service Manager in driving continuous improvement into the Service Desk processes Works with minimal direct supervision; resolves operational problems
• Provide general support for IT Development areas, including provision of support for projects and the implementation of new products.

• Complete end user support on Systems, Printers, IP Telephones, Network, Applications.
• Managing the Network printers using Papercut software
• Installation, configuration and troubleshooting of Internet & Email on remote sites.
• Assist with IT projects as scheduled
• Performs other duties as assigned
• Setup, deploys, repairs and troubleshoots laptop and desktop PC

Client: IBM India Pvt Ltd, Chennai.

• Provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment
• Fielding/Closing internal IT Help Desk tickets General network troubleshooting
• Knowledge of helpdesk ticket system such as Service Now, Remedy & Manage Engine would be of advantage Network printer installation
• Provide remote IT support to all our Internal Employees (who are working onsite or remotely) Various other IT specific tasks
• Working knowledge of fundamental operations of relevant software and hardware

• Installation and configuring Operating system and other software packages for End Users Installing Windows Server Operating Systems with basic hardware RAID configuration.
• Chip level servicing on Server / Desktop Motherboards
• Repairing Server class systems and workstations according to requirements Troubleshooting Hardware problems in Servers of all types of servers.