Helpdesk and System Admin Manager
Centro Global Solutions
Total years of experience :13 years, 11 Months
Help Desk Manager:
* Design and Enforce request handling and escalation policies and procedures.
* Oversee the development, implementation, and administration of Help Desk staff training procedures and policies.
* Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time-frames.
* Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
* Manage the process of the incoming requests/incidents to the Help Desk via Ticketing System, Email or Telephone to ensure courteous, timely, and effective resolution of end user issues.
* Monitor and test fixes to ensure problems have been adequately resolved.
* Track and analyze trends in Help Desk requests and generate statistical reports.
* Assess need for any system re-configurations (minor or significant) based on request trends and
make recommendations.
* Identify, recommend, develop, and implement end user training programs to increase computer
literacy and self-sufficiency.
* Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end
users.
System Admin Team:
* Responsible for all procedures and processes necessary to ensure the safety and integrity of organizational servers, data systems, file structures, computer operating systems and computer system software.
* Assign personnel to various projects, directs their activities, and evaluates their work.
* Participates in all phases of total system planning and in the generation of justifications and specifications for facility requirements and enhancements.
* Plans and supervises training of systems administrator personnel.
* Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
* Work with Finance Department to create team's annual budget.
* Ensure that all servers and services are up and can cover organization usage.
* Responsible for monitoring servers’ performance and system logs to guarantee 1005 uptime.
* Responsible for documenting all systems configuration and update it.
* Generate daily reports for the downtime issues and resolution steps.
* Manages the recovery plan implementation and ensure that each server is up and running after
any outage.
* Monitor different data center equipment and run periodically test its functionalities.
* Plan and develop the upgrade and backup plan for according to the business needs.
* Develop and maintain installation and configuration procedures.
* Identify different approaches for controlling hardware and software resources to fit the team
budget.
* Work with different teams to establish and improve services processes and procedures.
* Ensure the information security and data availability.
* Maintain the whole system administration team in the same level of knowledge and provide
them with the training if needed.
• Supporting up to 400+ end user.
• Troubleshoot hardware, software and network operating system.
• Be familiar with all hardware and software.
• Be familiar with network operating system.
• Provide individual training and support on request.
• Monitor and maintain technology to ensure maximum access.
• Troubleshoot all technology issues.
• Maintain log and/or list of required repairs and maintenance.
• Connect and set up end point hardware.
• Load all required end point software.
• Input and maintain IP addresses from the pool dedicated to end points
• Measure, monitor and work to drive down incident levels that are related to Product and Customer problems.
• Contribute to the success of the business and assist in improving the overall customers experience within the team.
• Meet goals and KPIs as set by the IT Manager and IT Director.
- Technical Pre/Post Sales duties.
- Contact customer to answer their technical inquiries.
- Design the architecture for customers' requested systems.
- Teach sales team how to sell this product.
- Install/implement sold products at customer site.
- Assists in the financial offers, Presentations.
- Conducts technical assessments and translates client needs
The Products:
o VMware - Alcatel-Lucent - Microsoft - Lexmark - Lenovo
• Wasla Outsourcing: Help Desk Representative:
- Use troubleshooting steps to solve various IT related problems.
- Handle Installations and upgrades of software and hardware for end user.
- Repair and maintain an operational end user's software and hardware.
- Escalate cases to Voice, Network, system admin and development teams in case it's needed.
Work Environment: (Windows Server 2003/2008 - Microsoft Exchange Server 2003 - ISA Server 2003 - Windows XP - Windows 7 - Asterisk Server - Aheeva Server - Quescom Devices - Switches - ADSL Routers - VPN Devices - TMG -
SHDSL Modems)
IT Executive
Technically supporting clients.
Administrate the Domain Environment.
Design & Develop simple applications. (MS Access & VS.NET)
Technically supporting the whole institute's labs.
Educate other officers.
ICDL Examiner.
University: El-Shorouk Academy College: Computer Science Graduation Year: 2008 Grade: Good Graduation Project Grade: Excellent