Hossam Said

• Acting as a Single Point of Contact (SPOC) to all our Users, with our L1, L2, support for process adherence.
• Log all calls in the Service Desk Call Logging system (Manage Engine).
• Follow standard service desk procedures
• Provide assistance to the End Users onsite and remotely using Configuration Manager to troubleshoot their systems and fix their errors and problems
• Lead, coordinate and allocate incidents and requests.
• Track and route problems and requests and document resolutions.
• Diagnose and resolve technical hardware and software issues.
• Research solutions using available information resources.
• Advise user on appropriate action, sometimes education of user is required.
• Identify potential problems and work with other function team leaders on resolving recurring incidents/requests.
• Mobile email configuration and Mobile Device Management system enrolment
• Coordinate with "Dubai Smart Government regarding all service that provided to IACAD.
• Responsible for all contract’s renewal of license with the all Vendors.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Facilitates user account on-boarding and termination, as well as asset release and retrieval for incoming and outgoing employees.
• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
• Diagnosed incidents and described accurately to developers’ technical issues for correction beyond departmental scope.
• Escalate unresolved calls to the designated support team.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Active Directory knowledge. Creating user accounts, reset passwords, create groups etc., Exchange knowledge, Creating Mailbox, reset email password, Create Distribution list. Create shared mailbox.

Managing, Installing Configuring, Monitoring, Troubleshooting and Maintaining Network and System Devices.
• L3 Role Administrating an Environment Domain contains Windows Server 2012 R2, 2016, Hyper-V, EMC2 SAN Storage, Clustered Network, Exchange, Monitoring System, Ticketing System, Security System, NVR, Firewall, Cisco Routers & Switches, Manage Engine, Desktop Central, OpManager, Avaya system, Attendance and access control
• proven experience in Hyper-V 2012R2, 2016 which includes failover clusters,
Virtual networking, Live migration, Creation of new virtual machines, Import
Export, Shared storage
• Use Mange Engine as a ticketing system to follow up with incidents, tasks, work orders and request changes
• Identify and effectively priorities situations requiring urgent attention
• Works with IT Manager to pro-actively monitor and improve IT processes to improve speed, efficiency, completeness, accuracy, and timeliness of IT service delivery, including: -Ticket scope, categorization, prioritization, based on SLAs and escalation protocols, -System and network monitoring and alerts, -Hardware and software discovery, inventory, and audits, -PC Patch Management
• Strong knowledge and troubleshooting skills on Outlook in a Microsoft Exchange environment.

• Use a BMC Remedy as a ticketing system to follow up with incidents, tasks, work orders and request changes
• Provide support for user-facing technology including, but not limited to: desktop and laptop PC hardware and accessories, Retail POS systems; Windows desktop OS, browser and installed desktop applications; desk phones and headsets; network and copy/print/scan/fax devices; smartphones, tablets and other mobile devices; wired LAN and wireless WLAN connectivity; conference phones and other audio-visual equipment
• supporting Microsoft Windows 7 & 10, full Microsoft Office Suite applications, SharePoint/OneDrive for Business required.
• Installing, configuring and reimaging new and old Systems with its POS peripherals and to verify the functionality of hardware and software components.
• End User support for issues with Printers, scanners, Qmatic, ID Card Reader, Point of Sale (POS) System, Visa Card Machine, weight scale and Happiness meter
• Troubleshoot hardware and software issues in person, remotely and via phone.
• Properly escalate unresolved incidents to the next level of support and to follow-up and update customer status and information
• Stay current with system information, changes and updates.
• Install and support user applications such as Mail, user applications (Office 365, WEBEX, VPN, SAP, Antivirus, Printers, Skype 4 Business)
• Offer daily operations and systems support to users.
• Work with outside vendors as needed.
• Maintain accurate inventory of all hardware and software resources and parts.
• Maintain excellent communication with all end users and other members of the technology department.

Network and System Engineer
• Manage and Configure a local Data Centre consist of Servers and Network Devices providing L2 & L3 Support
• Windows Server 2012 R2 AD, DNS, DHCP, Kaspersky
• Cisco Routers & Switches
• D-link Switches
• Attendance System “Finger & Face Print”
• Printers and Scanners
• Webmail Etisalat ISP
• IP Telephone Grand Stream (GXP)
• CCTV and Qmatic System
• Happiness meter and Point of Sale (POS) system ‘e-dirham & Mohro ID Card Reader’

Sets up, configures, and supports internal and/or external networks. Develops and maintains all systems, applications, security, and network configurations. Troubleshoots network performance issues and creates and maintains a disaster recovery plan. Recommends upgrades, patches, and new applications and equipment. Provides technical support and guidance to users.
Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems. Performs system backups and recovery. Maintains data files and monitors system configuration to ensure data integrity.
Network & Infrastructure Design.
Enterprise mobility and wireless (WiMAX, Nano station, Rocket Dish and fibre cables).
Data Centre Management.
IT Centralization & Consolidation.
IT Policies & Procedures.
VoIP & Unified Communication CUCM (8.0 & 10.5).
Information Security Management.
Used estimating tools to bid jobs and load software.
Wrote Procedural documents for bidding and completing jobs.
Establish security policies for computer systems and the work environment.
Maintain and design secure networks for employees.
Established Server Pool utilized to coordinate, track and insure proper use and accountability.
Work with First Line Managers to resolve personnel issues to include new hires and termination.