Ahmed elkassem

• Supervised direct reports and enforced adherence to established procedures and deadlines.
• Coordinated office workflow to maximize productivity and labor resources.
• Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions.
• Resolved escalated complaints and answered questions regarding policies and procedures.
• Analyzed expenditures and allocated department budgets in alignment with corporate objectives.
• Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance.
• Monitored daily operations and evaluated performance to proactively approach backlogs.
• Managing and supporting a team of Help Desk Technicians
• Incident service request manager ISO 20k
• Provide awareness training
• Hosting Internal and external audit meetings and monthly departmental meetings
• Create, change, and delete user accounts per request
• Answer user inquiries about medical system as Cerner, My Care, Powerchart
and pmoffice
• Experience with SCCM, Intune, and Bit locker.
• Installed 200+ desktop computers during a company-wide upgrade
• Install all new technology for the company, including computer operating systems, and software programs.
• Developed training materials and procedures, and trained users in the proper use of hardware and software.
• Entered commands and observed system functioning to verify correct operations and detect errors.
• Conferred with staff, users, and management to establish requirements for new systems or modifications.
• Troubleshot minor problems and reported larger technical issues.
• Provided product information and resolved concerns to assist customers.
• Designed automated response frameworks for touch-tone-based, self-service support calls.
• Collaborated with IT personnel to develop novel solutions to rare and unusual technical concerns.

installing and configuring computer hardware, software, systems, networks, printers and scanners
planning and undertaking scheduled maintenance upgrades.

Answer user inquiries regarding computer software or hardware operation to resolve problems

. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Modify and customize commercial programs for internal needs.

Analyze network data to determine network usage, disk space availability, or server function.

Retrieve, separate and sort program output as needed, and send data to specified users.

Clear equipment at end of operating run and review schedule to determine next assignment
obtaining replacement or specialist components, fixtures or fittings

checking computer equipment for electrical safety
maintaining records of software licences
managing stocks of equipment, consumables and other supplies.

Shift and on-call work may be required, particularly where computing equipment is in continual 24-hour operation.

Complete sales order tickets and submit for processing of client-requested transactions.
Increase the level of sales and business mix from individual clients
Professionally and effectively employs sales skills to achieve targeted sales.
Effectively communicate with clients to gain commitment to purchase
Maintain accurate records of all contacts with clients
Undertake any reasonable duties as specified by Managing Director andGroup Sales and Marketing Director
Am able to match appropriate products to clients’ requirements
Obtain necessary authority for expenses and record same in line withCompany Policy Monitor sales activities to ensure that customers receive satisfactory service and quality goods. Plan budgets and authorize payments and merchandise returns. Keep records of purchases, sales, and requisitions

SERVICE DELIVERY
To deliver an integrated service which fully meets British Council corporate standards which meets the needs of internal and external customers by
Assisting in answering first level enquiries relating to British Council activities in country.
Dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
Face-to-face, telephone enquiries are dealt with competently and according to Information Customer Service Standards using appropriate resources.
Enquiries are dealt with according to corporate Customer Care standards and to customer satisfaction. At least 80% of customers’ feedback to be positive.
Telephone calls are handled according to the British Council standards. (exclusive for back office)
Email / letter enquiries. (exclusive for back office)
ADMINISTRATION
To assist with the day to day office administration as needed, co-ordinated by the Registrar including but not limited to:
Guide students to the correct room for testing
Marshalling during registration periods.
Waiting list is monitored according to the agreed standards and kept up-to-date
Customers on the waiting list are contacted
Ensuring that student’s timetable, forms and other documents are handled to the agreed standards.
Customers are informed of any changes to class schedules by the end of the working day.

MARKETING AND PROMOTION
To participate in the delivery of the Teaching Centre’s agreed marketing and promotion strategy
Ensuring that customer satisfaction is systematically and regularly monitored through surveys, feedback forms etc. and that the data obtained is collated and forwarded to the relevant team

Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Install and configure systems
maintain installation and configuration procedures.

Contribute to and maintain system standards.
Research and recommend innovative, and where possible automated approaches for system administration tasks.

Identify approaches that leverage our resources and provide economies of scale.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Perform regular security monitoring to identify any possible intrusions.

Perform daily backup operations, ensuring all required file systems and system data.

Create, change, and delete user accounts per request.

Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.

Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.

Upgrade and configure system software
per project or operational needs.
Maintain operational, configuration, or other procedures.

Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
Management, network/server monitoring, systems monitoring,