Senior IT Engineer& Chatbot Developer
EBC (Egyptian Banks Company)
Total years of experience :14 years, 8 Months
Design and Develop the Chatbot for customer service.
Manage and configure SEPM (Symantec Endpoint Protection Management).
Manage and configure DLP (Data Loss Prevention).
Install and renew National and Private Banks certificates.
Asset Management on (Maximo).
IT Admin ERP Requisitions.
Managing 2012R2 Print Server.
Support for Webex meetings across Polycom & Avaya devices.
Remote support Via (Skype for Business - Webex) and over phone (ERP - Email and Outlook issues - installing CUP certificates - Edge Browser compatibility & configurations - VPN connection issues).
Contributing in ITSM project.
Contributing in Network Access Control solution (Clearpass onguard UI).
Contributing and implementing Workspace Intelligent Hub solution.
Contributing and implementing LAPS solution.
Collaborating & coordinating & investigating with the other teams to solve the unexpected issues.
Developing IT Helpdesk team performance to fit the work requirements.
Asset and custody management (Laptops - Screens - Printers - Avaya).
Manage Dell Support Account.
Work with delegation on Windows Server 2012R2.
Work as a Task Dispatcher through ManageEngine V11.3 Enterprise (Design replying templates - Performance and quality reports).
Helping in building ServiceDesk knowledge base and updating team members knowledge.
Managing 2012R2 Print Server & Daily Printers reports.
Managing printers Kyocera (2500ci - 3060i - 3555i - 3560i - 4035i - 4555i - 5555i)
Remote support (RDP - SCCM - AnyDesk) and over phone more than 4500 users (RMS - Email and Outlook issues - Payslip access Issues - Sharing & Access - MS Teams - VPN connection issues - Ms Excel issues - Win10 issues).
Remote support (RDP - SCCM) and over phone more than 109 branches (RMS - OMS - MiniCash - VPN connection issues - Network Printing & Scanning - Email and Outlook issues - Payslip access Issues - People counting camera devices - Thermal printers - Price list printing - Ms Excel issues - Win10 issues).
CRM Users creation and permissions.
Train the new ServiceDesk Members.
Collaborating & coordinating & investigating between the other teams to solve the unexpected issues.
Supervising and Evaluating the ServiceDesk juniors’ performance (12 Members).
Work with delegation on Exchange 2016
Support (DED - Taresh - Mawared - UAE Pass - Basher initiation)
Patched software and installed new versions to eliminate security problems and protect data.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Coordinated with systems partners to finalize designs and confirm requirements.
Install & Integrate (EDirham - Morpo ID Reader) for Clients (Tadbeer - Tasheel - Tawjeeh)
Upload new software, rolled out updates and applied patches to Kaspersky servers upon release to thwart Malware and Ransomware threats from penetrating networks.
Track Issues & Assets through ManageEngine (Service Desk Plus) ticketing system
Set up & configure Avaya telephone devices and administer Avaya Manager
Administer & Support (Al Shaikh meeting room - CCTV - IP Camera)
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks \[Remotely and by Visit (Manama - Masfout)\].
Removed malware, Ransomware and other threats from laptops and desktop systems.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Set up hardware and software in optimal configurations to meet network performance requirements.
Investigated and corrected problems with printers, copiers and other peripheral devices.
Worked with Infrastructure Team to resolve Advanced problems, improve operations and provide exceptional solutions
Made recommendations regarding information technology infrastructure overhauls
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Administer & Backup ERP System
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Secure and monitoring the network through (Fortigate) UTM
Set up hardware and software in optimal configurations to meet network performance requirements.
Led server infrastructure development, quality assurance, staging and production systems.
Administer & Support (CCTV - IP Camera -Qmatic Orchestra)
Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
Install & Integrate (EDirham - Morpo ID Reader) to work with (MOHRE - DED - MOI - DHA - Amer)
Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, effieinct implementation and comprehensive support.
Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
Administer and integrate PBX (Zycoo U50) to work with Cisco Telephone (SPA502G)
Monitored social media and online sources for our services.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Set up & configure Avaya telephone devices and administer Avaya Manager
Working on Exchange Server 2016 with delegation.
Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
Administer & Support ( CCTV - IP Camera - ZKT Time attendance )
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Analyzed complex project server issues and worked on large enterprise and business-critical applications.
Analyzed workflow, access, information and security requirements (Kaspersky hosted on Hyper -V) (Fortigate UTM with delegation).
Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
Optimized system security and performance with proactive changes such as security updates and system patched.
Made recommendations regarding information technology infrastructure overhauls.
Evaluated latest technology innovations and adopted cost-effective, useful solutions.
Completed reports detailing network and systems performance, costs and downtime issues.
Work on Windows Server (2008r2 - 2012r2) with delegation.
Supervised and guided new employees and responded quickly to questions, which improved understanding of job responsibilities.
Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Completed reports detailing network and systems performance, costs and downtime issues.
Established and updated work schedules to account for changing staff levels and expected workloads.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Coordinated individual duties after careful evaluation of each Technical Engineer skill level and knowledge, which increased productivity.
Managed ERP database with delegation, including troubleshooting, maintenance, updates and report generation.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Remotely support for 12 branches (RAdmin - LogMeIn - Echo VNC - RDP)
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
Weekly Backup for servers (Windows server 2008R2 - Alfa Software ERP - File server 2012R2).
Administer & Support (IP Camera - CCTV - ZKT Time attendance).
Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
Analyzed workflow, access, information and security requirements (Trend Micro Endpoint Security - Microsoft TMG firewall).
Optimized system security and performance with proactive changes such as security updates and system patched.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Completed reports detailing network and systems performance, costs and downtime issues.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Investigated available resources to develop more useful project plans.
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
Monitored social media and online sources for industry trends
Completed reports detailing network and systems performance, costs and downtime issues.
Training the applicants for ICDL diploma COURSES.
Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Removed malware, Ransomware and other threats from laptops and desktop systems.
Graduated with Bachelor's Majored in Computer Science