Supervisor, Infrastructure & Office Automation Operations
Orange - Egypt
مجموع سنوات الخبرة :11 years, 5 أشهر
o Install, configure, manage and maintain Active Directory with network services (DNS & DHCP).
o Administrate Microsoft Exchange 2013.
o Design, configure and manage “Forcepoint Websense” proxy server to provide the end user with internet connection and apply internet policy according to users department.
o Configure and manage the windows file server.
o Administrate System Center Operations Manager "SCOM".
o Manage virtual environment (Hyper-V and VMware).
o Install, configure, test and maintain operating systems, application and system management tools.
o Provide 2nd and 3rd level technical support and troubleshooting to internal clients.
o Worked closely with internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
Provide accurate and creative solutions to users’ problems of moderate nature to ensure productivity.
Installing and configuring computer hardware, software, systems, networks, printers, scanners, etc.…
Identify, research and resolve technical problems.
Respond to personnel requests for technical support.
Hardware and software troubleshooting for PCs. - Act as first line support for end users approved IT standards.
Document, track and monitor the problem to ensure a timely resolution.
Rely on instructions and pre-established guidelines to perform the functions of the job.
Work under immediate supervision although he/she relies on experience and judgment to plan and accomplish goals.
Perform a variety of complicated task and may lead and direct the work of others.
Provide first line support for the network, both LAN and WAN, and work in conjunction with the network and system administrators to resolve any problems.
Respond to support tickets from clients and colleagues within agreed Service Level Agreements.
Responsible to manage and maintain suitable stock of spare parts to avoid delays in supporting the users including stock of ink cartridges for printers
Work on the AD system (creating new users accounts, resignation, changing reporting, ect...)
Responsible for the assists sheets, Stock, resignations & shared laptops sheets
Make the PR of our stock every quarter (toners, mouse, Keyboard, Ram…etc.)
Testing and evaluating new technology.
Configured network Ports, and patches on network switches
Projects: Call Center movement from Maadi to Pyramids Heights.
Hulk all old models (PC’s & laptops) with new branded.
Upgraded all Pc’s from Win XP to Win 7.
Link-Mobinil Integration
Domain Migration
Handling Incoming DSL calls on 16333.
Investigate Customers problems (ADSL Technical and Financial), identify their source, determine
Possible solutions, test and implement solutions.
Initiate Outgoing Calls related to DSL customers.
Opening Tickets on CRM for every case.
Communicate effectively via email and over the phone with clients/ internal departments.
Contact and co-operate other departments to handle customer problems.
Notify supervisors of issues or trends that may require an action or escalation in order to minimize customers’ down time.