Fady Victor

 Responsible for providing support for consumer products users.
 Provide world class customer support and instilling customer confidence while working on an incident, as well as when resolution is complex and requires further analysis.
 Escalating whenever necessary to the second line if you’re unable to provide a solution to the customer’s problem.
 Adherence to SLA definitions and guidelines of the client and the process.
 Take initiative to continuously enhance product, quality and technical skills.

 Hardware and software installation and upgrades.
 Support, maintain and develop Microsoft SQL daily operations.
 Documenting the hospital computer network infrastructure using Microsoft visio 2013.
 Design, develop and support of out-patient clinics in the hospital.
 Development of private intranet and public Internet sites using Dreamweaver.
 Quality Engineer for ERP Programs.
 Training new employees.
 Perform IT rotation for new employees.
 Responsible for networking, design, installation and maintenance services.
 Supporting users and network administrators over the telephone and by email.
 Maintain the company’s network infrastructure.
 Configuration and testing of any new hardware and software.
 Monitoring performance and managing parameters to provide fast responses to front-end users.
 Documenting business process and designing ERP pipelines.
 Further refining the physical design to meet system storage requirements.
 Installing and testing new versions of the DBMS.
 Writing database documentation, including data standards, procedures and definitions for the data dictionary.
 Controlling access permissions and privileges.
 Developing, managing and testing back-up and recovery plans.
 Perform weekly backup and testing.

 Interact with customers to provide and process information in response to inquiries, concerns, and requests about services.
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
 Diagnose and resolve technical hardware and software issues involving internet connectivity.
 Escalate customer problems to the right division.
 Summaries customer problem and appropriate the documentation to inform the formal ticket.
 Follow up and make scheduled call backs to customers where necessary.

 Install, configure, test and maintain operating systems, application software and system management tools.
 Network monitoring.
 Troubleshooting network issues.
 Diagnose and resolve technical hardware and software issues.
 Keep all helpdesk logs up-to-date.
 Escalate customer problems to right division.