Senior Service Desk Analyst & Senior Technical Support Engineer
Adnoc
Total years of experience :18 years, 7 Months
1st & 2nd level Supporting ADNOC staff by Email, Phone, Live chat and Remote Support (VPN) as per SLA, ITSM and ITIL.
Troubleshoot and supporting IT issue as:
- SW: Windows OS & Apps, server & end user apps, AD, Cloud, Office365, Outlook, Browsers, Citrix, VDI,
Remote Control (SCCM\RDP\Teams\Webex), Web and managed services.
- HW: PC - Laptop - Handheld - mobile devices.
- NW: LAN - WAN - VPN - 3G\4G - Wi-Fi - Internet.
Analyze, prioritize and rectify issues ASAP or forward unresolved cases to other teams and report recurring issues.
Ticketing: Microsoft Service Now.
• 1st & 2nd level support handling end users by ERP\CRM, Ticketing System, email, phone, and remote support achieving SLA, KPI and business standards.
• Troubleshoot and resolve critical incidents within minutes for +200 Fueling Sites and +150 Non-fueling: -SW: (Windows (Server\Client\Embedded), email, office, outlook, browsers, plug-in, pop-up, Server\web\NW\desktop applications\SQL DB\Hyper-V\Radmin & Remote Support. -HW equipment: (Servers\PC\VeriFone\POS\printers\Pumps & other IT devices. -NW (monitoring\analyzing\rectifying connection issues in Routers\switches\LAN\Wi-Fi)
• Resolve critical incidents within minutes otherwise forward and escalate unresolved cases & follow-up with the appropriate team as per case.
• Analyze & prioritize IT complaints to rectify ASAP, multi-tasks with excellent research, share knowledge with colleagues & coordinate to solve recurring issues.
• Achieved with my team (9 members) to resolve +70% of ENOC IT complaints within about 150 IT staff.
# Ticketing System: BMC - Remedy Service Management - the world's most widely used Remedy IT Service Management.
* ENOC is 1 of biggest petroleum distributors companies in UAE and Gulf, Retail contains +200 Fueling Sites & 125 Non-fueling sites in UAE & +20 Fueling in KSA.
• Support\install\troubleshoot by face to face\Phone\email\Handheld Devices\Remote Connection \[HW\SW\Windows\Web-based&Client Applications\email\Browsers\Wi-Fi\Network\ IT Devices & solutions\Backup & Recovery\] for Masdar Institute Campus Building, Labs and Residences for about:
200 Staff \ 100 Faculty \ 150 Research Engineers \ 200 new students every year \ 1000 Laptops \ 100 Desktops \ 4000 Internet Socket \ Printers and Plotters (Local\Network\Multifunction) \ Scanners \ Cisco Phones \ Monitors \ Smart Screens \ Smart Boards \ Projecting \ Video & Tele Conferences \ Meeting Rooms & Classrooms Equipment \ 50 (Desktop\Web\Mobile) Applications for (Masdar Institute) \ (DHCP\DNS\TCP/IP)\Anti-Virus&Spam\Firewalls, etc.
• Providing 1st & 2nd level support\Report\Escalate request or problem to the appropriate support area if required
• Fixing issues with existing OS without formatting and applying standards & concepts including ITIL framework as: Browsers\Plug-in\Virus\Spam\Ad-wares\Pop-up\ Office\Email\Print\Services\Win or SW crash\Backup\Recovery etc.
• Multi tasks\analyzing problems\prioritizing requests\taking decision\fast fix by communicating with concerning
* Ticketing System:
- BMC - Remedyforce built on Salesforce1—the world's most widely used cloud platform
Company / Website
Dubai Naturalization and Residency Department - Dubai, UAE (DNRD)
General Directorate of Residency and Foreigners Affairs - Dubai, UAE(GDRFA)
www.dnrd.ae
Job Description:
* Technical Support Engineer at HQ of DNRD (GDRFA) - Dubai, UAE.
* Install/Support/Remotely manage/Troubleshoot \[H/W, S/W, Windows, Applications, Network, peripherals & equipment\] for:
more than 2000 PCs/Desktops/Laptops / Monitors & Plasma Screens / 10 Printers Brands (Local/Network/Multifunction) / 10 Scanners Brands / Avaya Phones / Faxes / more than 5000 Internet Socket / More than 63 private Applications for GDRFA
• Co-ordinate & Follow-up between User of complain and concerning department as Network / Database / Developers / Security and external outsourcing companies.
• Receive / Create / Follow-up / assign tickets to concerning team in a specified H/W devices for DNRD as:
Servers, Online Services and Applications, Database, Network, Mail Systems: \[Outlook, Web Mail, EMS Authorized (Authenticated) Webmail for DNRD\]
Plasma & Show Screens / Projectors / Kiosks / Passport Reader / Barcode Reader / Electronic Gates / Cameras / IRIS (Eye Scan) / Face Recognition / Hand Recognition / ... etc.
• Support / troubleshoot / fix / update :
Windows / Security / DNRD Applications / DNRD Online Services /
Ticketing System:
- CA Service Desk (GDRFA Customized Application)
Company / Website Dubai World Trade Center - Dubai, UAE
www.dwtc.com/
ITU - Geneva, Switzerland
http://www.itu.int/
Job Description:
* Technical Support for a project between DWTC & ITU (Dubai World Trade Center & International Telecommunication Union) the United Nations specialized agency for information and communication technologies - ICTs.
• Support Events ::
* Global Standards Symposium (GSS), 19 November 2012, Dubai, UAE
** World Telecommunication Standardization Assembly (WTSA), 20-29 November 2012, Dubai, UAE
http://wtsa.itu.int/
*** World Conference on International Telecommunications (WCIT-12), 3-14 December 2012, Dubai, UAE
http://wcit.itu.int/
• Install / Support / Troubleshoot \[H/W, S/W, Windows, Applications, Network, Wi-Fi, peripherals & equipment\] for:
More than 170 Laptops / 56 Printers (Local/Network/Multifunction) / 22 Scanners / 40 Plasma Screens / 15 Show Screens / 30 I-Pads / Cisco IP-Video Phones / 160 Mobiles / more than 1000 Internet Socket ...etc.
Outsourcing&co-operation project between (Etisalat/TASC)
Support all Internet services&products such as: Internet/Dialup/ADSL/Broadband/GPON/Fiber Optic/Cables/ONT/HFC/I-Wan(Wi-Max)/Wi-Fi/3G Routers&Modems/USB Modems/DEL/IPTV/E-Mail/Domain/Webhosting/Etisalat Online services/products
Support customers as personal&business accounts, over the phone&direct support
Replying all inquiries and working with User to identify computers problems&advising on the solution
Install&config ADSL/Broadband Routers
Troubleshooting LAN/DNS/Proxy/Browsers Settings
Troubleshooting of Wireless Network Connection (Wi-Fi)&Security Settings
Install&config for Email Client with Outlook XP/2003/2007/2010
Installation&configuration I-Wan/ Wi-max/GPON/ONT Devices with PPPOE Connections
Troubleshoot H/w&S/w applications
Troubleshoot software&applications which provided by Etisalat as eHelper & eSupport .etc.
Test&fix faulty equipment
Analyze call logs so you can spot common trends&underly problems to avoid outages
Update self-help documents so User can try to fix problems themselves
Reset the Line&keep it up Remotely through intelligent applications
Logg&keep records of User queries
Config&upgrade Routers/STB firmware/CM profile
Manage Anti-spam&Anti-virus protection
Taking care of the router network Performance which provided by Etisalat&keep it up to date
Dynamically reports the system performance
Planning improving system infrastructure
Provide User with product&service information which Provided by Etisalat
Escalate Queries/Faults/Complaints not immediately resolved to other concerned sections with full access to take action ASAP&following-up pending cases by tickets&mails
#Courses:CS/S.E.R.V.E (Etisalat private Course)
*Ticketing System:CBCM/CC/ECCF (Etisalat Private Application)
#Certification:CCC QA Certificate from Etisalat
* Etisalat:The 1st Telecom&Internet Service Provider @UAE/MEA/Africa ISP&Operates in 18 Countries
http://etisalat.com
http://etisalat.ae
* Support and Manage Windows Dedicated and Shared Hosting, Software, Internet/Web Solutions and Media/Streaming Services.
* Monitor, Manage, Scan, Backup and troubleshoot: Websites, Mail Servers and Server programs and services applying to schedules.
* Manage Servers, IIS, DNS, Mailenable, MySQL, Microsoft SQL and other services and applications.
* Experience in Software as:
- VMware / MS Virtual Machine / Virtual Box
- Backup: Acronis / Ghost
- Hosting Management:
CPanel / Plesk / Host Admin / H-Sphere / Helm
* Experience in Hardware as:
- Dell Servers / PDU / KVM / DRAC / WebMux
* Support Customers all over the world by phone, mails and Online Live Help.
* Ticketing System:
- Kayako (Customer Service and Live Chat Software,
Helpdesk, Email Management)
* NileWeb, Inc. Clients:
- http://islamway.com/
(The 1st Islamic Website in the world)
- http://gawab.com
(The 1st Arabic E-mail Service Provider in the world)
- http://call-ecco.com
- http://superkoora.com
- http://ahlynews.com
- http://el-ahly.com/
- http://sonnaonline.com/
- http://amrkhaled.net/
- http://yaqob.com/
- http://ntccegypt.com
* Support Dedicated and Shared Hosting, Software, Internet/Web Solutions and Media/Streaming Services.
* Managing hosted Windows Servers.
* Monitoring, Managing, Backup and troubleshooting: Websites, Mail Servers and Server programs and services.
* Managing / Troubleshooting / Backup and Scanning Servers as scheduled.
* Managing Servers, IIS, DNS, Mailenable, MySQL, Microsoft SQL and other services and applications.
* Experience in Software as:
- VMware / MS Virtual Machine
- Backup: Acronis / Ghost
- Hosting Management:
CPanel / Plesk / H-Sphere / Helm
* Experience in Hardware as:
- Dell Servers / PDU / KVM / DRAC / WebMux
* Supporting Customers all over the world by phone, mails and Online Live Help.
* Ticketing System:
- Kayako (Customer Service and Live Chat Software)
- Cerberus Helpdesk (Helpdesk, Email Management, Trouble Ticket System, Customer Relationship Management)
* OnlineHorizons, Inc. Clients:
- http://harf.com/
- http://rdi-eg.com/
- http://pc-lab.com/
- http://almosoft.com/
- http://digitalchains.com/
- http://ertu.org/ (Radio & Nile TV Channels - Online Streaming)
http://vodafone.com.eg
• Worked as Customer Service Representative, at Vodafone, Egypt. As an outsourcing and co-operation project between (Vodafone and RAYA Contact Center)
• Help Vodafone customers in everything regarding their lines & internet, serve and receive customers’ inquiries all over Egypt
• Took Special courses in dealing with Customers with different characters, How to handle & manage Hard Calls
* Ticketing System:
- Contact Management (Vodafone Private Application)
- Remedy (Service Management Suite)
http://almosoft.com
• Monitoring its Websites Like:
http://moheet.com
http://maktoob.moheet.com
http://askzad.com
http://bayanonline.com
• Monitoring Servers, Desktops, Network, and Maintenance for H/W & S/W
• Troubleshooting Windows XP/Windows 2000/2003 Servers
Orascom Telecom Diploma in Microsoft Certified Systems Engineer (MCSE) sponsored by Ministry of Communications & Information Technology, 7th phase.
English Dep.
