أحمد رضوان

• Providing first point of contact for customers seeking technical assistance over the phone or email.
• Resolve IT issues, aiming to resolve as many calls as possible.
• Ability to manage multiple clients and projects simultaneously.
• Track, route and redirect incidents to correct resources.
• Work within tracking system (JIRA) to assign, prioritize, document and maintain ownership of service tickets throughout their lifespan.
• Monitor tickets queue for all incidents to ensure all issues raised dealt in an efficient manner and did not breach the agreed SLA.
• Alert management and service owners to emerging trends in incidents.
• Escalate incidents with accurate documentation to service owners, when required.
• Coordinate document exchange between departments, contractors, suppliers and customers.
• Monitor due dates and deadlines to submit all documents on time or early.
• Ensure that all reports are prepared timely and accurately and meet requirements, policies, and quality standards.
• Generate KPI reports demonstrating proficiency for management review.
• Conduct training sessions with individuals and groups on the various hardware, operating system, and software solutions in place.
• Assistance with the project work and implementation.
• Assist with authoring and editing knowledge base articles to reviewed and published in the Knowledge Management Database (JIRA Confluence).
• JIRA Service Desk Administration including: Create and modify SLA, Projects, Dashboards, Project Reports, Issue types, Custom fields, Applications, Workflow, Screens, notifications, Schemes users and groups.

• Act as tier one support over phone and e-mail for hardware and software issues of more than 2, 000 users.
• Use (HPSM) ticketing system to log, track, document, and communicate status of the incident or service request.
• Analyze user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to work.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Track the incident until closure and keep the end-user up to date with the incident status.
• Reinforce SLAs to manage customer expectations & satisfaction.
• Test fixes to ensure problem has been adequately resolved.
• Follows functional escalation in case the incident resolution times exceed the agreed SLA.
• Maintenance of user e-mail accounts on various systems using Exchange.
• Use Active Directory to create user account, Unlock user account, Reset windows passwords & Assign group policies.
• Use (SCCM) to push various windows &updates & software applications.
• Assist in identifying opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement.
• Awarded “Star Employee” three times for delivering outstanding technical support and customer service.

• Provide technical support for incoming service requests and incidents from end users, follow up, and escalate as necessary.
• Offer technical assistance on the delivery, configuration, set-up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Actively resolving escalated requests within established SLAs.
• Installation of desktop and hardware, Desktop / Laptop Configuration, Network, Mail client, internet, Operating Systems installations.
• Test new software and hardware; perform installations and updates for all IT equipment including desktops & laptops.
• Perform tests of functionality and performance of different workstations and devices.
• Coordinate with software vendors to ensure all technical issues of departmental systems and software promptly addressed and resolved.
• Assist with Conference / Meeting Room assistance.
• Process management such as new joiners, leavers, laptop distribution, etc.
• Understanding of IT security, with the ability to identify and escalate policy violations.