Senior Technical Services Consultant
ITS
Total years of experience :16 years, 11 Months
Designing, Installing, Testing, and monitoring new IT Infrastructure services.
Monitoring, Administration, Implementation, Support, and managed services for day to day IT operation for all ITS sites as well as ITS customers. The supported technologies include the following: Microsoft technologies “Windows Server OS, MS Exchange, MS Skype for Business, Lync, MS SQL Cluster & Always on, MS SCVMM, MS SCOM”, Symantec products “Symantec Endpoint protection & Backup Exec”, Citrix products “XenApp, XenDesktop, XenServer & Citrix Netscaler”, Monitoring Tools “Zenoss Resource Manager”, Virtualization and Cloud Infrastructure products “VMware vSphere, Hyper-V & Hyper-V Cluster”, HP, UCS & Dell Blade Systems.
Manage team and multiple employees to drive success for clients by delivering outstanding costumer experience.
Perform with company pre-sales team as necessary to assist technical services estimates for all new and existing accounts.
Analyzing IT requirements within companies and giving independent and objective advice on the use of IT.
Providing consultancy, design solutions, timescales and resources needed in written or oral reports on IT Infrastructure services.
Preparing Root Cause Analysis reports in case of failures or major problems.
Participating in CAB, DR & BCP Testing Events as IT Infrastructure Service Owner and ITIL process.
Participating in the ISO Committee to develop solutions for enhancing security and eliminating security findings.
Working both remotely and on customer sites where appropriate to perform tasks.
Designing and scheduling backup plans, including restore tests and data verification tests.
Managing and administrating of Microsoft AZURE, office 365, MS Teams.
Responsible for providing L2 “Export Service Support Line” to infrastructure services on Microsoft technologies, Virtualization technologies, Citrix technologies, Symantec Backup Exec & End Point Manager.
Receiving and responding to the Incidents via “BMC Remedy Ticketing System” and resolved appropriately ensuring clear concise update or resolution information, assuring that achieved of service targets within SLA.
Managing and administrating of Microsoft Exchange, Microsoft Lync.
Installing, configuring, and administrating Active Directory, AD Sites & Replication, DNS, DHCP Hyper-V, Hyper-V Cluster, VMware, Backup Exec, Symantec Endpoint Manager, HP & UCS Blade Systems.
Manage day to day operation, health check and maintain upwards of 1000 servers located at 2 datacenters.
Assisting and answering L0 & L1 and business application operation inquiries to resolve incidents to ensure timely distribution of knowledge and positive impact on customer satisfaction.
Writing documentation on operational, system and user procedures & guidelines.
Responsible for the daily real time monitoring and managing of the support operations.
Monitor, review, and investigate notifications and errors identified through enterprise monitoring tools via Zenoss tool.
Coordinate resources to resolve identified notifications, and errors.
Manage and maintain the applications, database, servers, and network nodes (Routers, Switches, Firewalls) for the enterprise monitoring tool set.
Continuously monitor and scan network for unknown and new devices.
Manage and maintain alert notification profiles for monitored systems and devices.
Produce weekly status reports on monitoring statistics to include system availability, usage statistics, notifications, trend analysis, and alerts.
Manage and maintain all monitoring tool suites at the most current application levels.
Plan, test, and deploy firmware, software, upgrades, and security patches.
Get information and report on systems/application performance.
Performing a preventive maintenance on some network devices “Routers & Switches”.
Perform the Scheduled backup tasks managed by several teams on UNIX & Network devices.
- Network troubleshooting, installation, maintenance remotely.
- Computers maintenance and troubleshooting remotely.
- Dealing with all Kinds of Software that target our business solution (Oracle Developer Suite and Database client, Visual Studio Suite)
- Responsible for infrastructure services on Microsoft Windows technology.
- Administrate Microsoft Windows Servers, Microsoft Workstations, for users in 18 Sites.
- Responding to all calls received by the Service Desk “Remedy, Phone, Email, Web etc.”
- Answer user inquiries regarding computers or business application operation to resolve incidents.
- Assisting in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.
- Supporting end users (up to 2400 users)
- Responsible for Administration of Kaspersky antivirus Server
- Responsible for Front End Administration of Mail server.
- Administration of Visual Source Safe and Source off-Site.
- Responsible for Front End Administration of ITS portal (E-connect).
- Managing Active Directory and File server.
- Responsible for operating system installation (WIN XP, 2003, Windows 7, 2008, 2012).
- Supporting the video Conference, Printer and Data Show.
- On-site Technical support for Data Center.
Install Servers of the racks like HP, Sun Solaris, and DELL.
- Computers maintenance and troubleshooting.
- Dealing with all Kinds of Software.
- Network troubleshooting, installation, maintenance
- Technical and desktop support.
- Computers maintenance and troubleshooting.
- Network troubleshooting, installation, maintenance
- Computers maintenance and troubleshooting.
- Dealing with all Kind of Software.
- Generate and maintain operating systems.
• Diploma's Degree - Post-Graduate Diploma from Faculty of Computers and Information. - University: Menoufia. - Research Field: Information Technology. - Grade: Very Good (79%). - Year: 2009.
• Bachelor's Degree - Faculty: B.Sc. Computers and Information. - University: Menoufia. - Major: Information Technology. - Year: 2007. - Graduation Project: Electronic Auction Web Management System. - Project Grade: Excellent (95%).
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