Senior Customer Service Technical Support Analyst
Pearson VUE
Total years of experience :25 years, 6 Months
Working with Pearson VUE, the leaders in Computer based testing, in Dubai to provide technical support to test centers in EMEA and Asia/Pacific regions.
Working with Pearson VUE, the leaders in Computer based testing, in Dubai to provide technical support to test centers in EMEA and Asia/Pacific regions.
My role involves researching new solutions that would benefit the company, improve on the IT department performance and delivery times. I report directly to the IT operations manager.
My duties include
1. Full documentations for both the planning phase and the implementation phase for IT projects.
2. Process owner of server backup operations for 50+ servers.
3. Part of the team responsible for Active Directory migration (planning, deployments, and documentation) from the current Novell environment.
4. Administering current Microsoft services (ADDS, MS SQL 2005/2008 and WSUS).
5. Planning, deployment and administering VMware vSphere Servers.
6. Involved in providing 3rd level support to the users.
Major achievements
1. Deployment and administration of a network infrastructure monitoring and reporting using PRTG.
2. Planning, deployment, documentation and Administration of Prolog Manager and Prolog Converge (Project Management Software)
3. Writing tens of manuals for users.
I occupied the post of Senior IT System Engineer, leading a team of 3 IT engineers, and serving 180+ employees. I was primary assigned to "The Lagoons" project and was involved in other projects as well
My duties included:
1. Managed a team of 3 IT technicians responsible for delivering on call and on site IT customer support service, delegated authority and motivated team members to work together on the project.
2. Organized the acquisition, installation, configuration and maintenance of the organization's local area networks and wide area networks.
3. Evaluated supplier bids to identify suppliers offering quality materials at budgeted rates.
4. Identified core network problems, troubleshoots and provided advice to assist users.
5. Assessed network performance for the Lagoons Datacenter, , recommended upgrades and/or improvements, and supported development of technical standards and application use.
6. Directed the planning, installation, control, and maintenance of computers within the Lagoons project. Analyzed business needs, and made recommendations.
7. Managed Backup and recovery operations for servers in the Lagoons project.
8. Arranged and administered security measures to restrict unauthorized use of data systems and databases.
Major achievements
1. Managed the installation and deployment of 20 HP Blade Servers, 4.2TB EVA Storage, HP Backup Library, 2 APC cooling units, and a high availability network infrastructure
2. Developed, drafted, and documented IT policies and SOPs.
3. Delivered training to new IT team members regarding company IT policies and procedures.
4. IT scope of work for "Mediterranean Gate" which was a multi billion US$ project in Tunis. The company sent me to Tunis to determine the IT scope of work needed.This target was achieved.
5. IT scope of work for "Jumeirah Hills" which is a multi billion US$ project in Dubai. I was assigned to organize and supervise the deployment of all IT infrastructure. This target was achieved.
Joined as an Egypt IT Co-ordinator and I was based in Cairo, Egypt. I reported to the regional IT infrastructure manager in UK. I had recorded an exceptional performance. By 2006, I was managing Egypt IT services and trained part of the Middle East Team (Saudi Arabia and UAE support personnel). I had 60+ employees and a budget of 60K US$ annually.
My duties included:
1. Managed the acquisition, installation, configuration and maintenance of the organization's local area networks and wide area networks.
2. Analyzed products and recommended the use of new products and services to senior management.
3. Managed LAN/WAN performance and RSA security within Egypt offices.
4. Identified and responded to inquiries, and requests for assistance with the organization's servers, PC's, and Smart phones. Identified and solved problems, and provided advice to assist users (24X7).
5. Monitored network performance in Egypt Offices (Cairo, and Alexandria). Recommended upgrades or improvements. Resolved network problems and offered technical assistance to users.
5. Managed the planning, installation, control, and maintenance of computers within the organization in Egypt.
6. Arranged and administered security measures to restrict unauthorized use of data systems and databases. Coordinated any security investigations and executed preventive measures.
7. Managed the planning, design, installation, and maintenance of telecommunications networks. Worked with HR and Finance staff to assess telecommunications systems capabilities and determine long-range needs.
8. Managed access control system for both Egypt offices (Cairo and Alexandria).
Major achievements
1. Managed the deployment of the new IT and communication infrastructure for the new office in Cairo.
2. Designed, and deployed a 30 node network for Alexandria branch office.
3. Developed Egypt DR policies and procedures and was part of the team responsable for the BCRP in Egypt.
BigBlueRiver, or BBR for short, was a grid-computing provider project. This was a part time job during which I functioned as Egypt Support Hub. The project budget was approx 10K US$. During working for BBR, I was responsible for
1. Formulated and handled all financial calculations, transactions and fund distribution to all the 3 grid participants in Egypt.
2. Investigated and helped solve any technical problems that face all 3 grid participants in Egypt.
Major achievements
1. Completed the acquisition of all computer equipments purchased for the 3 grid participants in Egypt
2. Developed and delivered training, training materials and provided support to BBR computer power contributors in Egypt.
BBR head Office is in Portland, OR, USA. For more information about this project or my involvement please contact Mr. Craig Shallahamer
Establish a IT services company. The company was providing the following services
1. Customer support service, on-call and site visit to the expatriate community in Cairo.
2. Preformed computer network design, installations and troubleshooting.
3. Delivered hardware/software consultancy on custom build computer.
Major achievements
1. Developing different Computer Trainings (Windows, Office) along with Training materials for MEP organization (was a NGO in Cairo headed by former US congressman David McCann Sweeney).
1. Customer Support (Software, Hardware) technician. Strengthened the relationship between the company and its customers. Contributed to the efforts of creating a loyal customer base.
2. Preformed computer network design, installations and troubleshooting.
3. Conducted site surveys to determine IT scope of work.
Major achievements
1. Devised a procedure to accelerate the hardware assembly for custom build computers, and software installation.
I have a BSc in Computer Science and Physics with grad Good. My studies included - upon other subjects - 1. Database structures 2. Digital Design. 3. Several programming languages (Basic, Visual Basic, C, C++, FORTRAN, Machine Language, LISP). 4. AI. 5. Nuclear physics.