Professional, detail-oriented IT Support Engineer motivated and committed to maintaining cutting edge technical skills and up-to-date industry knowledge.
With six years’ experience in information technology field in hardware pc, laptop, multi-function printers, and in networks and IP phones and also in software like Ticketing System, windows server, outlook, active directory and print server.
09.2005 – 05.2010 Bachelor ofInformationSystems
HICIS Abukir, Egypt
Language
Arabic, English.
Skills
- ITIL V3
- ERP – CRM – SAP
- Cisco CCNA – Microsoft MCSE/ MCSA
- CompTIA A+ / Network +
- Windows Server 2012 – SharePoint
- Active Directory, TCP/IP
- MS Project, MS Visio, MS Office
- Windows mail, print server
- LAN/WAN and Networking
- CCTV
GTFS – Bin Zayed Group Company
IT Support Engineer – UAE
June 2015 – Current
- Outsource IT Support Engineer for Injazat Data Systems at Transco and AADC.
- Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support.
- Provided desktops/Notebooks hardware, OS and standard applications installations and support and 1st level printer/scanner and telecom support.
- Log issues and either resolve them or ensure they are dispatched to the applicable support group.
- Consult with network and server teams to confirm outages and Track customer impact from server and network problems.
- Replaced and installed new images for 35 desktops.
- Backed up all users data and restored it.
- Fully Supported about 50 users in Transco main building remotely, in person or by the phone. And configured outlook emails on PCs/Notebooks and mobile phones manually.
- Succeeded in preparing technically and supervising and build the team to complete and open the new branch for Al Ain Distribution (AADC) in Emirates Complex.
- Supported Printers, IP phones, Bar Code reader, Desktops.
- I provided supporting and troubleshoot in this branch for 25 users and solved Software problems like HRMS, ERP, CRM, SAP and Outlook issues.
TE Data
Technical Support Engineer (Call Center Agent) – EGYPT
October 2013 – April 2015
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
- Troubleshooting Routers and internet issues and technical problems related to mails, domain, hosting, Real IPs by the phone.
- Escalate tickets to second level.
- Managed and handled all angry users.
- Achieved customer satisfaction by handling their problems quickly and efficiently.
ABS
IT Specialist – EGYPT
March 2013 – October 2013
- Provided day-to-day support for all IT systems and users at Petroleum and medical companies Such as PAS and Astra Zeneca.
- I supported all software and hardware issues on Lenovo devices such as ThinkPad laptops.
- Supports the installation, configuration and troubleshooting of hardware and software on PC workstations and laptops.
- Ensured that all system back-ups are taken regularly.
Ghazal Photo and Cinema
IT Specialist – EGYPT
October 2009 – January 2013
- Supported +60 users in 2 branches.
- Replaced all devices and desktops yearly and delivered best solutions and quality for users in montage department.
- Installed applications and coordinated all hardware / software upgrades.
- Troubleshoot all Network/System Admin/Applications problems.
- Backed up all Data daily & secured it.
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