Emad Abouelella

•Act as a single point of contact for phone calls and emails regarding IT issues & queries
•Experience work with Helpdesk - Service desk
•Receiving, logging and managing requests via telephone and email
•Maintaining an Asset Database & track changes
•Work as First or second line support troubleshooting of related problems
•McAfee and other Antivirus Software
•Managed and Administered Windows 7 workstations and laptops.
•Supported and maintained servers and backups.
•Windows Server 2003/2008/2012 & Exchange
•MS Office /2007/2010/2013
•Problem solving and troubleshooting abilities to resolve any major issues.
•Monitor and log all client communications, processing requests and documenting changes.
•Test and develop resolution plans for technical problems, communicating needs to customers and supervisors.

Analyze and consult on implementation and troubleshooting of technology products.
•Mentor and train other technical support staff on technical and procedural matters.
•Support Blackberry servers & Blackberry devices
•Perform technical knowledge of repairing any Operating System trouble shooting of hardware, software
•Polycom & Tandberg video conference Equipment Support
•Plans network installations by studying customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram
•Establishes voice and data networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, cable trays, and establishing connections and integration; following industry standards; activating remote access tools; coordinating with contractors
•Documents network by labeling and routing equipment and cables; recording configuration diagrams and specifications.
•Maintains network by troubleshooting and repairing outages, testing network back-up procedures updating documentation.
•Maintains customer rapport by listening to and resolving concerns, answering questions.
•Maintains safe work environment by following codes, standards, and legal regulations.
•Keeps supplies ready by inventorying stock; placing orders; verifying receipt
•Updates job knowledge by participating in educational opportunities, reading technical publications.
•Exploring opportunities to add value to job accomplishments
•Implemented various large and small projects such as corporate networks, telecom infrastructure and technical support.

IT Support - Manage Help desk -service desk request

IT Support . Manage IT HELP DESK