IT Technical Support
Sondos Market Research
Total years of experience :13 years, 4 Months
Assisted office staff with computer application questions.
Completed troubleshooting and repair when computers had problems.
Installed and maintained company’s computer systems and network.
Recommended computer products and applications to improve
productivity.
Windows Server administration and maintenance including Active Directory and Group Policy.
Monitored daily backups (Veem), Firewall (Sophos 9, Untangle), antivirus status, shared storage space
and network activity, adjusting network equipment and settings as needed.
Designed, managed and maintained group policies.
Supported and maintained Call Center systems (Elastix 4, Zycoo, and
AVAYA). Supported and maintained AWS, EC2, Exchange 2016, and
Google G Suite.
Supported and maintained IP Phone devices and software (AVAYA, Grand stream).
Conversion of servers to VMWare ESXi & VMWare vSphere for system redundancy.
Provide direct customer services by informing them of products and services.
Identify sales opportunities and follow up on existing accounts for business
development. Meet individual and company sales targets.
Promote new products to walk-in customers and record
orders. Handle and resolve customers’ complaints.
Explain products’ value and capabilities to customers.
Excellent troubleshooting and customer service skills to quickly meet their needs.
Planned, implemented, and maintained a Windows domain based infrastructure
Developed and implemented RF wireless LAN (Wi-Fi) network.
Performed network security administration duties to solve customer problems
Monitored daily backups, antivirus status, shared storage space and network activity, adjusting network
equipment and settings as needed.
Windows Server administration and maintenance including Active Directory and Group Policy.
Maintained and serviced Dell & HP servers; Lenovo, HP & Dell workstations; Lenovo, Dell &
laptops.
Excellent troubleshooting and customer service skills to quickly meet their needs.
Assisted office staff with computer application questions.
Installed and maintained company’s computer systems and network.
Developed and implemented RF wireless LAN (Wi-Fi) network.
Windows Server administration and maintenance including Active Directory and Group Policy.
Analyze and inventory all key network infrastructure assets for planning of corporation wide infrastructure
upgrade. Recommended hardware and/or software solutions for short and long range goals.
Researched options available andimplemented.
Supported and maintained LAN/WAN and related equipment.
Configured end user devices such as laptops/desktops, printers, and shared office equipment.
MS SQL Server Database Administration.
Performance Tuning & Capacity Monitoring.
Problem solver with demonstrated success analyzing complex technical issues and rapidly finding
solutions.
Create and deploy database continuity and redundancy plans including backup and recovery
processes.
Administer database applications, performance and tools.
Install, patch and upgrade existing applications.
Create specific data objects and structures such as tables and indexes.
Responsible for answering high volume IT support tickets.
Optimize database performance and streamline data handing processes.
Qualifications and skills
Install and configure software and computer systems.
Troubleshoot and resolve issues with software or
hardware.
Networking: LANs, WANs, VPNs, TCP/IP, Routers, Firewalls (Sophos 9 & XG, Fortinet Fort iGATE,
Untangle, Palo Alto, SonicWALL).
Maintain procedures and reports that provide technical support to the entire
Organization. Analyze records and logs to spot underlying trends and potential
issues.
Operating Systems: Linux (Debian, REHEL, CentOS, Ubuntu), Mac OS,
Windows (all) Call Center System (Elastix 4, 3CX, Zycoo)
Cloud Computing: Azure, AWS EC2, Citrix, Office 365, G
Suite. Virtualization Technology: VMware/ESXi, Hyper-V,
Virtual Box. MS Exchange 2010, 2013, 2016
Database administrate (Backup/Restore, Run Scripts, and Queries): MS SQL 2008, 2010,
2012, 2014, 2017
Backup Solutions: Veem Backup, Symantec Backup Exec, Veritas, and Vembu Backup
Achievements
• Installed and managed Sophos 9 Firewall web appliances.
• Analyzed and revamped antiquated and inefficient processes to increase productivity while bringing in
newer and more efficient technologies. Brought the company and network up to best practice standards,
ensuring 99% uptime.
• Established central backup solution so backup tapes from 20+ servers were changed once a week
versus every day. Consolidated servers and brought in new servers with a fixed rotation schedule.
• Migrated 50+ users from full internal email system with an Exchange Server to Google G Suite so all
email resided in the cloud. Due to budget restraints, later migrated employees to Office 365.
• Planned, implemented and tested disaster recovery solutions with department managers from UAE
offices on an ongoing basis.
• Installed and managed Untangle Firewall web appliances.
• Installed and managed Elastix & 3CX Call Center System virtualization installed and managed Zycoo
Call Center System virtualization Technology .Technology.
Abdallah Abedrabbo 4