هيام عباس

1. Work alongside the Venue Technology manager to ensure smooth operation of IT devices and internet/Wi-Fi during Special Olympics Abu Dhabi 2019 world games
2. Supporting staff across the Venue with any connectivity /network related issues or problems; Wi-Fi, remote workers and remote teams during Special Olympics Abu Dhabi 2019 world games
3. Working within the agreed SLA is while following the Games operational procedures and processes; managing many, open cases at one time according to ITIL best practices
4. Identify and recommend technical improvement to venue Technology manager
5. Install IT equipment to venues prior to games start and collect and return it equipment to storage after games end

1. Provide Level-1 technical support to 1000+ end users, by resolving incidents and service requests assigned to IT Field Support team through Axios Assyst ITSM system, s per ITIL v3 standards

2. Troubleshoot and resolve hardware faults in laptops and desktops, upgrade their memory and the hard disk; specifically, business models from HP, Dell, and Lenovo

3. Setup and troubleshoot local and MF network printers, specifically: Ricoh, HP, Xerox, Kyocera and Samsung

4. Install and support projectors, scanners, and fax machines

5. Troubleshoot and resolve software applications faults on users computers; including Windows 7/8/10, Office 2013/2016, Outlook 2013/2016, Adobe, and Trend Micro Worry-Free Business Security Anti-virus

6. Configure and troubleshoot email accounts, and email-archiving through

7. Install and troubleshoot PKI certificates to employees Email accounts 

8. Install, configure and troubleshoot Skype for Business application on end-user devices; workstations and Smart Phones, and provide knowledge transfer to end users 

9. Configure anti-virus software; mainly Trend Micro, on end-users workstations, and clean infected corporate laptops and desktops 

10. Prepare, install and configure standard Windows 8/10 image on end-users workstations

11. Deploy Windows 7/8/10 service packs, patches, and updates on all end-user workstations

12. Install, configure and troubleshoot Cisco IP telephones of variant models

13. Setup network configuration on end-users’ workstations

14. Troubleshoot LAN / WAN connectivity issues for end-users

15. Install, configure and troubleshoot Aruba wireless access point devices

16. Extend network cables from wall sockets to users' workstation

17. Patch network cables in the IDF rooms between the patch panel and switches

18. Manage offsite storage of backup tapes

19. Update the “IT Operational Manual” on the regular basis


End user support specialists must diagnose computer hardware, network systems and computer software programs accurately and quickly.
• End user specialists must use good judgment to determine if they can assist the customer immediately or need to escalate the issue to an appropriate colleague.
• End user support specialists walk customers through problems, train them to install software packages and respond to questions about network systems. They also handle printing queries, hardware questions and report bugs users find in software programs.

• Experience identifying and troubleshooting PC hardware and software issues
• Experience troubleshooting LAN connectivity issues
• Strong verbal and written communication skills
• Experience supporting users in an Active Directory environment
• Knowledge of TCP and IP networking concepts
• As a technical liaison, responsible for providing troubleshooting and repairing
• Assesses, assigns severity, and responds to situations where standard procedures have failed in isolating or fixing problems bringing them to rapid resolution or escalation of more than 50 tickets daily.

• IT Support for PCs/Systems
• Troubleshooting system and network problems, diagnosing, and
solving hardware or software faults.

• Worked simultaneously and efficiently on separate data entry tasks.
• Kept company database up-to-date and edited it when necessary.
• Entered information from important documents into company database with great accuracy
• Compared data from original sources to monitor mistakes and posted in database.
• Corrected mistakes and compared data received from departments before inputting to database.
• Assisted other operators in locating/correcting errors in data.
• Maintained records for completed projects for top departments’ future reference.
• Made sure database is secured by implementing necessary security measures.