Product Support Engineer
IBM
Total years of experience :14 years, 11 Months
Providing initial remote technical Hardware support for System-X and Blade Centres servers to clients
Interacting with client and IBM functions consistently until problem solution
Analysing problems/situations, understanding problem impact on client business
Applying problem solving techniques
Responding to client queries, providing timely resolutions to client issues
Maintaining highest client satisfaction
Maintaining positive client relationships even in severe and pressurized situations
Performing problem management and end-to-end problem ownership
Logging all related activities for each customer query and handling client data securely
Employing IBM's standard support delivery methodologies and tools
Performing in international Hardware support delivery processes and environments
Implement and Install the Infrastructure for the Mall network
Implement, install, configure and monitor the Network at the branch (Routers, Switches and IP Devices)
Install, configure, maintain and monitor the system at the branch (domain servers, DNS servers, exchange servers, file servers, backup servers, mail archive servers and application servers)
Install, configure and helpdesk for branch users (wired or wireless)
Edit and Monitor Cityscape Mall commercial system (Digital Signage Server)
Install, edit and monitor Game system (Game Card System - Cointech)
Install, edit and monitor Cinema system
Edit and play Cinema commercial LCD system
Install, edit and monitor Barrier system
Install and Manage attendance system
Install and Managing Sound System
Support 6th of October site (Cityscape Mall, Cairo Medical Center and Highland Park)
System Administration and Configuration
Install configure routers, switches, troubleshoot networking issues, LAN and Wan environments, assemble/re-assemble computers system
Server Management
As a developer, responsible for building and maintaining existing Web applications and engage in medium scale application.
Building ASP.NET Web applications using Visual Studio .NET. Visual Studio .NET 2005 and 2008
Programming under the .NET environment using C#.
Building Web pages using both VS.NET designer and HTML.
Using CSS for formatting HTML pages.
Using Ajax Controls.
Using debugging tools in Visual Studio .NET 2005.
n-tier programming pattern under asp.net.