Ahmed Emad Elbahy Elkholy

IT help-desk Team Leader at Wasla Outsourcing

• Egypt - Cairo
• My current job since February 2010

Job Responsibilities:
 Provide a professional technical point of contact for customers.
 Diagnose fault-related incidents by effectively utilizing software diagnostics and other network utility programs.
 Provide updates as needed to the customer in order to meet performance objectives, and service excellence guidelines.
 Responds to customer/client requests or events as they occur.
 Develop and maintain documents on all technical incidents we’ve faced to be the reference we can depend on it.
 Develop solutions to problems utilizing formal education and judgment.
 Apply ITIL strategists through using SLA, Service Lifecycle and improving Service quality.
 Review and evaluate new members whom joined IT helpdesk team.
 Acting as link between helpdesk team and the other teams in IT department.

Job Activity:
 Maintain, Monitor, administrate, and troubleshoot IT Systems including (MS Active Directory, DHCP, DNS, ISA, TMG, MS Exchange)
 Deal with ELASTIX, Asterisk servers also VoIP technology.
 Deal with Digital and IP phone (Alcatel-Mitel)
 Deal with "Aheeva" Soft Phone USING ASTRISK servers.
 Excellent ability to support networked printers and Scanners.
 Take NT backup for every physical or virtual server in all sites.
 Following up on all opened customers’ requests or issues and work on solve it.
 Ensure incidents are routed to the proper next level/organization as part of the incident management process.
 Provide hands on support of cases if demand exceeds team(s) resources available.

Additional Designations:
• Member of Backup team.
• Shadowing with system administrators team.