IT Support
Dino Activations
Total years of experience :16 years, 4 months
- Define and evaluate user requirements and recommend the most efficient and cost-effective hardware and software platforms to satisfy application needs.
- Maintain the security of the IT infrastructure by ensuring that all operating systems are upgraded, and updated with the latest patches.
- Monitoring the services and related applications for operators and making sure they are live, up and running all the time.
- Provide windows desktop support to an entire office of developers.
- Research and present new and emerging technologies that enhance business objectives.
- Create, change and delete NT/Exchange users accounts per request.
- Perform daily and periodically backup operations and ensuring data accessibility.
- Responsible for managing Exchange server and grant different level of access to different users upon request.
- Responsible for monitoring all servers’ performance and usage.
- Responsible for performing network address assignment.
Achievements:
- Installed Remote Installation Services (RIS) to create images of complete computer configurations, including desktop settings and applications for deployment on client computers connected to the network.
- Successfully implemented ManageEngine ServiceDesk Plus ITIL based Help Desk for proactive IT service management with Incident, Problem, Change, and Configuration Management to identify and manage service requests, eliminate problems and provide uninterrupted service.
Work Description:
- Administrating the Exchange server.
- Administrating the Kaspersky Anti-Virus server.
- Directly handling reported end user requests\complaints in reasonable time.
- Ensuring optimal workstation performance.
- Escalating cases to Voice; Network; System Administration teams in needed cases.
- Handling Installations and upgrades of software and hardware for end user.
- Repairing and Maintaining an operational end user’s software and hardware.
- Reporting to the Help Desk Supervisor.
- Ensure the Data backup of user’s data and security policies implementation.
- Ensure the integrity of Contact Center Management software.
- Escalation of problems those last more than 24 hours to experts’ team.
- Protect against virus attacks by regularly updating the security S/W and scanning all computers.
- Provide computer H/W preventive maintenance.
- Provide First-Level support to users on H/W, S/W and LAN in the form of recorded tickets, which are monitored and reported.
- Provide orientation for users on the use of their H/W, S/W and Network Accessibility.
- Troubleshoot the Hardware (PCs, Printers) and follow up the hardware failure repair process in both of the main office and the client offices.
- Troubleshoot the Network services (Printing, Mail Service and Internet Access).
- Update all users’ applications with the latest service packs & patches.
- Classify the service request and identify initial support.
- Collect and analyze request information from customer.
- Follow-up service requests/incidents until its resolution, confirm request status and resolution with customer.
- Identify appropriate assignment (includes linking to existing problems or requests, if applicable).
- Inform the customer/user of the status of an existing request, upon request.
- Initiate escalations.
- Provide solutions proactively whenever possible.
- Receive contact from customer and collect basic contact information.
- Resolve request and assign unresolved requests to the appropriate Subject Matter Expert/Service Owner.
- Search for matching resolutions.
Project Grade: Excellent June 2005 - September 2005: Trainee Yalla Powered By Biritish Telecom (Yalla Misr) - Learn about, Observe experienced practitioners’ demonstration, and Participate in training experiences. - Studying CCNA (Cisco Certified Network Associate) outlines as a part of the summer internship: • Configure IP addresses, subnet masks, and gateway addresses on routers and hosts • Design a simple LAN using Cisco Technology • Perform LAN and VLAN troubleshooting • Perform simple WAN troubleshooting • Troubleshoot a device as part of a working network
Thanaweya Amma (Arabic: ثانوية عامة ) is series of standardized tests in Egypt that lead to the General Secondary Education Certificate for public secondary schools and serves as the entrance examination for Egyptian public universities.
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