ابوزر الغفارى مصطفى كمال عبد الحفيظ شنان

Assistant user with there computer issue
assistant other teams with there needs to troubleshoot and install
assistant network team with setup IP phone
assistant system administrator with update the policy for the users

● Resolve helpdesk service calls using documented procedures.
● Solve routine issues and escalate complex issues based on priority.
● Answer help desk lines and troubleshoot through PC remotely.
● Handle routine Help Desk calls to ensure timely resolution as per Senior
Management’s Service Level Agreement.
● Ensure customer satisfaction through continuous status information.
● Handle Help Desk ticketing system through Track IT.
● Attend support calls, and emails for first level technical support.
● Ensure customer satisfaction through continuous status information.

● Resolve helpdesk service calls using documented procedures.
● Solve routine issues and escalate complex issues based on priority.
● Answer help desk lines and troubleshoot through PC remotely.
● Handle routine Help Desk calls to ensure timely resolution as per Senior
Management’s Service Level Agreement.
● Ensure customer satisfaction through continuous status information.
● Handle Help Desk ticketing system through Track IT.
● Attend support calls, and emails for first level technical support.
● Ensure customer satisfaction through continuous status information.

• Providing remote and face-to-face technical support to users of desktop, notebook,
smartphone and A3, A4 and large-format printers.
• Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
• Maintaining accurate records of all issues with resolution and contact details.
• Installation and routine maintenance of desktop, notebook, smartphone and printers.
• installation and maintenance of datacenter equipment and cabling.
• Make continual improvements to procedures and documentation.
• Automate work flows via scripting and active directory group policy.
• Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
• Ensuring technical queries not progressing are escalated. Such other responsibilities that may be reasonably assigned from time to time.

Head of IT Customer services and Network Installation Team

- Responsible of Deliver good service to the customer.
- Give about network and good for the customer business.
- Assisted customers with technical issues via telephone.

Contacting prospective clients, assessing their requirements then selling them the company’s products and services that match their needs. And responsible for maintaining ongoing relationships with customers to foster repeat business.

• Responsible for the maintenance of computers, Network & Printers hardware and software systems that make up a computer network including maintenance and monitoring of active data network and related network equipment
• Leading operation of Networks. Organize, install, and support an organization's computer systems, including local area networks, wide area networks, network segments, intranets.

Provided base level IT support to company personnel, Support customers with online billing and account issues, Informed customers about issue resolution progress, Managed IT setup and service requests for My Manger.

Provided base level IT support to company personnel, Resolved customer complaints and concerns with strong verbal and negotiation skills, Troubleshot hardware issues and worked with service providers to facilitate repairs, Assisted in process refinement to improve customer service and support, Reviewed support cases for technical and troubleshooting accuracy

Provided base level IT supports to company personnel, resolved customer complaints and concerns with strong verbal and negotiation skills, informed customers about issue resolution progress, Supported customers having data connectivity issues, assisted customers with technical issues via telephone.