Ibrahim Hijazi

* Diagnose and resolve technical issues related to computer systems, software, hardware, and networking.
* Serve as an escalation point for Level 1 support technicians, assisting in resolving complex issues.
* Assist in the administration and maintenance of IT systems, including servers and network devices.
* Manage and prioritize incidents according to established procedures and SLAs, ensuring timely resolution.
* Maintain accurate documentation of IT systems, procedures, and troubleshooting steps.
* Maintain accurate documentation of IT systems, procedures, and troubleshooting steps.
* Ensure compliance with IT security policies and procedures, implementing security best practices and participating in incident response activities.
* Liaise with third-party vendors and service providers to resolve technical issues and procure necessary hardware/software.
* Identify opportunities for process improvement and efficiency gains within the IT support function, proposing and implementing solutions

* Provided remote support to employees, assisting them with technical issues and
troubleshooting.

* Managed company assets, ensuring proper inventory and maintenance.

* Assisted clients with troubleshooting processes and provided technical support.

* Collaborated with R&D department to report issues and gather client requirements.

* Tested software and conducted quality assurance assessments.

* Communicated effectively with clients, understanding their needs and providing
solutions.

* Troubleshot PC and network issues, ensuring stable network connectivity.

* Resolved network-related problems, including cabling and configuration.

* Responsible for installing, preparing fiber optic cables.

* Troubleshooting fiber optic cables and systems.

* Designing optical paths and passive optical networks.

* Understanding of the types of cables, cable color codes, and other cabling techniques.

* Modifying circuits to boost fiber optical performance

* Handling Clients internet connection problems (no internet access, slowness, disconnections, gaming high ping, modems, routers and firewalls configuration).

* Managing and following up cases on daily basis.

* Providing system support for clients (email Configuration, email send/receive problems, Domain expiration, checking MX, A, NS records).

* Running reachability tests (VPN, website and Application).

* Cooperating with team and escalating the cases to concerned departments.

* Assisting clients over the phone to do an overall checkup (receiver scanning, channels sort, Coaxial cable adjustment...).

* Tracking Onsite visits to handle clients problems (dish Tracking, LNB change, cables installation, frequency Adjustments).

* Assistant in the division of information technology at AUL.

* Operated on several projects in the IT Department.

* Proved to be responsible and serious assistant, a valuable team member.

* Maintenance department, where I was trained on hardware and software troubleshooting and maintenance.

* Maintenance on all photocopies and computers (Hardware and software) and existing network in the University.

* Cabling - Patching - troubleshooting Configure routers, switches, and PC.

* Configure DHPC, Web, and DNS servers Design network topologies for small business

* Checking server room and performing Health check for devices and servers.

* Install and configure computer hardware, operating systems, and applications.

* Respond within agreed time limits to call-outs.
Troubleshoot system & network problems, Diagnosing, solving hardware or software faults.

* Set up new users' accounts and profiles and deal with password issues.

* Manage RFID cards and provide users with the necessary access.