FIEL APELO
Dubai
Summary
An accomplished IT professional with over 14 years of experience in technical support and system maintenance, adept at resolving complex system-related challenges. Demonstrated proficiency in providing top-tier customer support in diverse sectors such as retail, healthcare, automotive, and real estate, consistently meeting SLA standards. Expert in managing and maintaining critical IT infrastructure, including servers, firewalls, and network components, ensuring optimal performance and security. Proven ability to implement effective backup and recovery solutions, minimizing downtimes and ensuring data integrity. Experienced in user account management, hardware and software troubleshooting, and seamless system integration. Known for delivering exceptional customer service and maintaining strong interpersonal relationships, contributing to improved service delivery and operational efficiency. Skilled in utilizing various software tools and applications to enhance the computing environment and support organizational goals.
Overview
15
15
years of professional experience
3
3
Languages
Work History
IT Service Desk Analyst
Future Infotech
10.2022 - 04.2023
- Delivered expert technical support across phone, email, and remote channels, resolving 95% of issues on first contact for a diverse client base in Retail, Automotive, Healthcare, and Real Estate sectors
- Managed and resolved hardware, software, printer, scanner, MFP, and application issues, reducing average downtime by 30% and maintaining high customer satisfaction
- Logged, tracked and closed 1,200 incidents and service requests within SLA standards, achieving a 98% on-time resolution rate
- Proactively documented and tracked cases using Remedy Force, Symphony and ServiceNow, improving incident management efficiency by 25%
- Configured and optimized user accounts, security groups, and shared folder access, enhancing system accessibility and user productivity by 20%
- Assisted with Windows, SAP, Ariba and Pointsec password resets and managed iPhone reregistration for MFA via Microsoft Intune, decreasing password-related support calls by 40%
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
Maintenance Specialist and IT Support
Cepheid
06.2017 - 03.2022
- Provided comprehensive end-user support for computer, application, system device, access, and hardware issues, achieving a 98% customer satisfaction rate
- Streamlined Repair Centre technical processes by implementing batch printing for GX Reports and labels, increasing operational efficiency by 35%
- Imaged and re-imaged workstations accurately, cutting equipment setup time by 25% and enhancing deployment efficiency
- Implemented a structured quarterly system and data backup regimen for Orion server and Calibration PCs, reducing downtime by
- Automated the process of converting CSV data into PDF forms using Excel VBA programming, reducing form-filling time by 50%, increasing efficiency by 40% and improving productivity
- Configured and installed document routing solutions, hardware components, and applications, optimizing workflow efficiency and reducing document processing time by 20%
- Collaborated with Cepheid's US IT team on rollout projects and network upgrades, completing 10 projects on time and under budget
- Validated data from Salesforce, SAP extracts, and SQL queries, ensuring data integrity and accuracy, which improved reporting accuracy by 15%
- Played a vital role in software releases and rollouts, adhering to management best practices and achieving a 100% adoption rate
- Spearheaded the refurbishment and repair of "GeneXpert" modules, improving reliability testing processes and reducing failure rates by
- Managed inventory of spare parts, ensuring availability for critical repairs and minimizing delays.
- Increased equipment reliability by implementing a preventative maintenance program.
IT Technical Support Engineer
OKI Europe Limited
12.2007 - 05.2017
- Delivered Level 1 and Level 2 support to business associates across EMEA and South Africa, resolving 95% of issues on the first contact and reducing ticket backlog by 30%
- Orchestrated backup and recovery of critical company files using Backup Executive and Veeam, achieving 100% data integrity and availability
- Managed and configured network components including DHCP Server, Fortigate firewall, Wi-Fi routers, UPS, managed switches and NAS, improving network uptime by 40%
- Demonstrated advanced troubleshooting for Hardware, Software and Network issues, reducing system downtime by 25%
- Installed and optimized document routing, hardware, scanning, and print management solutions Papercut, MyQ, Sendys), enhancing operational efficiency by 20%
- Diagnosed and repaired Laptops, Desktops, Tablets, iPhones, iMacs, and printers, performing hardware replacements and reducing repair turnaround time by 35%
- Managed user accounts, security groups and shared folder access, streamlining Active Directory operations and improving user management efficiency by 30%
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Executed routine maintenance activities on systems infrastructure, preventing potential downtime scenarios while minimizing impact on customers'' daily operations.
Education
Microsoft Certified Systems Engineering (MCSE) -
Zabeel Institute of Technology
03.2010
Bachelor of Science - Electronics & Communication Engineering
University of the Immaculate Conception
03.1999
Skills
- Comprehensive Technical Support
- Network Management
- Maintenance & Repair
- Helpdesk Support
- System Maintenance and Backup
- Critical Thinking
- Time Management
- Teamwork
- Customer Service & Communication
- User Account Management
- Troubleshooting and Problem Resolution
Timeline
IT Service Desk Analyst
Future Infotech
10.2022 - 04.2023
Maintenance Specialist and IT Support
Cepheid
06.2017 - 03.2022
IT Technical Support Engineer
OKI Europe Limited
12.2007 - 05.2017
Microsoft Certified Systems Engineering (MCSE) -
Zabeel Institute of Technology
Bachelor of Science - Electronics & Communication Engineering
University of the Immaculate Conception
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