Hi, I’m
Shivon Thadhani
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
16
years of professional experience
Work History
Emirates NBD
IT Support Engineer
02.2022 - Current
Job overview
- Ram / Hard Disk upgrade of Dell Latitude Laptops 5400 / 5420 / 5430
- Ram / Hard Disk upgrade of Dell OptiPlex PC 7000/7060/7090
- Ram / Hard Disk upgrade of Lenovo Laptop T440 /T450/T460/T470 / T480 / E14
- Replacement of SSD Hard Drives for Dell & Lenovo Laptop / PC
- Ram upgrade for Dell & Lenovo Laptop / PC
- Multi Factor authentication Setup for Android & iPhone Smart Phones using Microsoft Authenticator
- Support & troubleshooting of Avaya IP Phones 9608, 9650, 9650C
- Resetting Telephone Mac address using Web Based Console
- Remote Desktop Troubleshooting
- Logging IT Service Desk Calls in BMC Remedy
- Office 365 Email Configuration
- Microsoft Teams Configuration
- Installation & Configuration of Dell OptiPlex PC
- Installation & Configuration of HP Elite / Pro Desk PC
- Installation & Configuration of Lenovo / Dell Laptops
- Windows 10 Support & Troubleshooting
- Data transfer from PC to Laptop
- Data Backup & Recovery
- Installation of SAS Enterprise Software
- Installation of Power BI Software
- Support & troubleshooting JAVA Issues
- Support & troubleshooting Banking Apps (Fin one, CRM)
- Installation of Think Cell Software
- Installation of Avaya One X Agent
- Installation & Configuration of MS Teams in PC & Smart Phone
- Support & Troubleshooting of Symantec Endpoint
- Support & Troubleshooting of In House Web Based Applications BPM, Finacle, Oracle, Empower, Doc Safe & Sigcap
- Windows 10 Enterprise Disk Image installation using Dell Image Assist
- Installation & Configuration of AVAYA AIC (Call Center) Software
- Support & Troubleshooting of AVAYA AIC (Call Center) Software
- Installation of Network Printers
- Address user tickets regarding hardware, software, and networking
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
CNS Middle East
IT Support Engineer
04.2020 - 01.2022
Job overview
- Remote Desktop Troubleshooting
- Logging IT Service Desk Calls in BMC Remedy
- Office 365 Email Configuration
- Microsoft Teams Configuration
- Installation & Configuration of Zebra Label Printers
- Installation & Configuration of Dell OptiPlex PC
- Installation & Configuration of HP Elite / Pro Desk PC
- Installation & Configuration of Dell Latitude Laptop
- Windows 10 Support & Troubleshooting
- Data transfer from PC to Laptop
- Data Backup & Recovery
- Activation of Network Ports from Patch Panel to Network Switch
- Support & Troubleshooting UAE ID Card Reader
- Installation & Configuration of Dell Latitude Laptop
- Installation & Configuration of Dell OptiPlex 7450 AIO
- Windows 10 Enterprise Disk Image installation using Active Boot Disk
- Installation & Configuration of Windows 10 Pro / Enterprise
- IT Field Support for Hospitals & Clinics in UAE
- Follow up & Co-Ordination with IT Vendors
- Installation & Configuration of MS Teams in PC & Smart Phone
- Installation & Configuration of Cisco Jaber in PC & Smart Phone
- Support & Troubleshooting of Cerner / Wareed Application
- Support & Troubleshooting of Citrix Receiver
- Migration of Desktop PC from Windows 7 to 10
- Installation & Configuration of HP Laser Jet Network Printers
- Installation & Configuration of Cannon Scanners
- Installation of Symantec Endpoint
- Installation of Cisco IP Telephones
- Installation & Configuration of UAE ID Card Reader
- Installation & Configuration of E-Dirham Software
- Printer Support & Troubleshooting
Maples Group Fund Services
IT Service Desk Analyst
05.2019 - 11.2019
Job overview
- Remote Desktop Troubleshooting
- Logging IT Service Desk Calls in Service Now
- Updating Knowledge Base in IQ Track / Service Now
- Administration of Citrix Director
- Active Directory User Creation
- Active Directory Password Reset
- Managing Full Access Mailbox Permission in Exchange Management Console
- Mail Forwarding / Mailbox Creation in Exchange Management Control
- Configuring Company based iPhone in VMware AirWatch
- Troubleshooting Citrix Xen Desktop / Receiver
- Installation of Contact Centre Client (ACD)
- RSA Security Console, Creating & Resetting PIN / Account
- Skype For Business Service User Admin
- Adding / Deleting User Accounts to Mitel Conference
- Support & troubleshooting of Zoom / Cisco web ex Meetings
- Installation & Configuration of Mitel VOIP Telephones
- Installation & Configuration of HP G5 PC
- Installation & Configuration of Windows 10
Mshare
Application Support
Job overview
- For below listed applications
- Bridger
- Centrepoint
- Expert Time
- File Site
- Interaction
- SML/Lan Desk (Processing Starters, Movers and Leavers)
- Manager Portal
- Kite works (Secure File Send)
Al Rama International Traders
IT Support Executive
07.2017 - 01.2019
Job overview
- Installation, Configuration, Administration, Backup and Support:
- Office 365
Emirates Airlines, Department
IT Support Technician
01.2008 - 04.2017
Job overview
- Windows 7,8, 8.1, 10 Operating Systems
- Go Daddy cPanel Email
- Cisco 16-Port Switch
- Creating users, assigning user rights, Managing password policies in Exactly ERP
- Installation & Administration of Acronis Backup Solution
- Diagnosing and solving hardware/software problems
- Remote Desktop Troubleshooting
- Responsible for the management of the organization's email accounts
- CCTV Camera monitoring
- Windows Server 2012 Active Directory Management, Priority focus on providing superior customer experience and help increase customer perception and satisfaction by minimizing system downtime and ensuring a rapid restoration of service
- Knowledge of operation of Emirates Self-Check in Systems
- Preventive Maintenance of various types of computers, printers & kiosks
- Deployment and installation of IT Hardware PC's, Printers, Scanners, Fax Machines etc
- Ensure stocks of peripherals and parts
- Providing high level of support to team members and business users to achieve consistent customer satisfaction.
DULSCO HR Outsourcing
IT Support Technician
09.2006 - 09.2007
Job overview
- Deployment / Configuration of all IT Equipment such as PC, Laptop, Printers, Scanners etc
- Deployment / Configuration of Windows Server 2003/2000/SQL Server 2000
Global Link Communications L.L.C
Data Transfer Coordinator
07.2005 - 07.2006
Job overview
- Data Transfer of Nokia, Sony Ericsson, Samsung, Motorola, I-mate & Pocket PC Phones
- Page | 2
Education
Edoxi Training InstituteDubai, UAE
Microsoft Certified Azure Fundamentals AZ 900 from Cloud Computing
10.2021
Sanisoft Training InstituteDubai, UAE
Microsoft Certified Solutions Associate Windows Server 2016
MCTC Institute
CompTIA Network
International Training Institute
Microsoft Certified Solutions Associate Office 365 from Digital Marketing
Learner's Point Institute
ITIL V3 Foundation
New Horizons Computer Institute
MCTS - Windows Server 2008 Active DirectoryMCTS - Windows Server 2008 Server AdministratorMCTS - Microsoft Certified Technology Specialist Windows Server 2008 Network Infrastructure
Informatics Training Institute
CCNA - Cisco Certified Network Associate
Dubai University CollegeDubai, UAE
B S C (Hons) in Applied Computing from Computer Science
09.1999
Skills
- Exactly ERP Software
- ESET Security Manager and ESET End Point Antivirus
- Acronis Backup Solution
- Sonicwall VPN Connections and (Firewall) Sonic wall TZ500/TZ300/TZ400
- Backup of Windows Server 2012
- Focus 8 ERP Accounting Software
- Exactly ERP Accounting Software
- Focus 8 Accounting / ERP Software
- Tally Accounting Software
- Wireless Networks (Routers, Access Points)
- Customer Assistance
- Organizational Skills
- Service Quality
- Microsoft Certification
- Customer Satisfaction
- Collaborative Team Player
- Multi-Factor Authentication
- BMC Remedy
- Team Meetings
- Special Requests
- Software Evaluation
- User Support and Troubleshooting
- Mission Critical Applications
- Microsoft Windows and Office
- Help Desk Support
- Computer System Diagnostics Software
- Backup Recovery
- Local Area Network (LAN)
- User Experience
- Web Support
- Troubleshooting and Modifications
- Tech Support
- Resolving Problems and Incidents
- Call Center Operations
- Technical Troubleshooting
- Troubleshooting Network Issues
- Data Recovery
- Remote Technical Support
- Incoming Call Management
- LAN and WAN Assessment
- Configuring Devices
- Online Chat Support
- Employee Computer Support
- Computer System Maintenance
- Windows Operating System
- User Expectations
Timeline
IT Support Engineer
Emirates NBD
02.2022 - Current
IT Support Engineer
CNS Middle East
04.2020 - 01.2022
IT Service Desk Analyst
Maples Group Fund Services
05.2019 - 11.2019
IT Support Executive
Al Rama International Traders
07.2017 - 01.2019
IT Support Technician
Emirates Airlines, Department
01.2008 - 04.2017
IT Support Technician
DULSCO HR Outsourcing
09.2006 - 09.2007
Data Transfer Coordinator
Global Link Communications L.L.C
07.2005 - 07.2006
Application Support
Mshare
Edoxi Training Institute
Microsoft Certified Azure Fundamentals AZ 900 from Cloud Computing
Sanisoft Training Institute
Microsoft Certified Solutions Associate Windows Server 2016
MCTC Institute
CompTIA Network
International Training Institute
Microsoft Certified Solutions Associate Office 365 from Digital Marketing
Learner's Point Institute
ITIL V3 Foundation
New Horizons Computer Institute
MCTS - Windows Server 2008 Active DirectoryMCTS - Windows Server 2008 Server AdministratorMCTS - Microsoft Certified Technology Specialist Windows Server 2008 Network Infrastructure
Informatics Training Institute
CCNA - Cisco Certified Network Associate
Dubai University College
B S C (Hons) in Applied Computing from Computer Science
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