Hadi Ismail

•First line of contact on IT Support hotline, resolving users software and M365 Accounts issues.

•BMC Helix primary owner for ITSM operations.(CR/INC/WO/Task):

-Assigning tickets to the Support users according to the applications and systems they are handling.
-Updating the ticketing system settings to stay up to date with the bank applications and portals.
-Assisting Support Users in creating, modifying and closing their tickets while resolving any issues they might experience
-Supporting and guiding all users with their access to create tickets and modifying them if needed
-Creating and scheduling reports for the NOC Team and managers as required
-Coordinating with the vendor for needed modifications and enhancements

•Managing AD to create User accounts, update their profiles, and modify their permissions as needed.

•Shared folders administration for creating and managing the structure of the organization's departments directories and other Main folders as needed.

•Escalating and following up to ensure customer experience with the IT Team is no less than perfect

• Provide SLA/closure evidence and ticket extracts for governance, internal audit, ISO reviews, and external assessors.

•Coordinating with other departments to satisfy their needs with modifications needed on our portals and systems.

●Cloud VMware installation and management
● Network Configuration and Installation (Mikrotik, Fortigate, Routers and Modems)
● Remote Customers support Concerning softwares and programs issues and upgrades
● G-suite and Microsoft 365 Administration
● Microsoft Intune and DC Administration
● Maintenance in computers (Hardware and Software)
● Accounting Systems Installation (SAP, Oracle)
● Maintain office efficiency by planning and implementing layouts and equipment procurement
● Service desk portal to follow up on tasks.
● In-depth knowledge of Microsoft OS, Linux, MAC OS, and services.
● Customer Support as Helpdesk
● Participation in ISO/IEC 27001 implementation
● Regular Servers monitoring and backups

●Setting up The network for the server and the devices
●Internet modems setup and supervising
●Managing gaming networks and supervising
●Computers hardware and software maintenance
●Constant security scans on the network