Alireza Souri

End-User Support and Problem-Solving:

• Provided live support to globally distributed customers via ticketing systems, email, and phone, resolving issues related to hardware, software, and network connectivity.
• Demonstrated proficiency in troubleshooting and resolving computer hardware and software issues, including Mac systems.
• ESXi vSphere 6.x: Administered VMware ESXi and vSphere environments, optimizing virtual machine performance and resource management.
• Hyper-V: Managed Hyper-V virtual machines, ensuring high availability and effective virtualization.

Microsoft Products Administration:

• Office 365: Administered Office 365 environment, including user account management, license allocation, and service configuration to enhance productivity and security.
• Intune: Managed mobile devices and application deployment via Microsoft Intune, ensuring compliance with organizational policies.
• Teams: Configured and administered Microsoft Teams, including creating and managing teams and channels, setting permissions, and ensuring smooth integration with other Office 365 applications.
• Printers: Administered Xerox and Konica printers, handling configuration, troubleshooting, and maintenance.
• Firewall & Network Equipment: Configured and managed firewalls, switches, and access points to ensure network security and efficiency.
• Admin Tools: Utilized AnyDesk for remote support and Microsoft 365 Admin Console for comprehensive management of Office 365 services.

ERP Systems Expertise:

• Administered ERP systems to streamline business processes and ensure accurate system configurations and user permissions.

• Technical Support:Delivered hands-on support for end-users, addressing issues related to hardware, software, and network connectivity.
  Conducted diagnostics and repairs on desktops, laptops, and peripherals, ensuring minimal downtime.
  
• System and Network Maintenance:Performed routine maintenance and upgrades on internal systems, including software patches and hardware replacements.
  Monitored network performance and resolved connectivity issues to ensure optimal system operations.
  
• Software Installation and Configuration:Installed and configured software applications and operating systems, tailored to meet organizational requirements.
  Managed software licensing and updates to maintain compliance and enhance system security.
  
• Data Backup and Recovery:Implemented data backup solutions and conducted regular backups to safeguard critical information.
  Assisted in data recovery processes to restore lost or corrupted files.
  
• 
  
• 
  

• Provided technical assistance to customers on inbound telephone tech support calls
• Used remote access to perform troubleshooting when needed
• Walked customers through step-by-step process for troubleshooting hardware issues
• Assisted customers with anti-virus program installations and virus removals
• Installed and maintained company s computer systems and network
• Recommended computer products and applications to improve productivity.
• Installation and Setup:Installed and configured SAP B1, including database and server setup, user roles, and permissions.
  Customized the system to meet organizational needs.
  
• Menu Management:Navigated and customized SAP B1 menus for various modules such as Financials, Sales, and Inventory.
  Managed user access and roles, ensuring secure and efficient use of the system
  

• Gave hands-on support to end-users and educated staff on personalized support.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Supported customers with online billing, access and account issues.
• Handled customer service issues by providing guidance or escalating for advanced support.