IT Service desk and technical support
Cupola Teleservices
Total years of experience :11 years, 2 Months
-Provide 1st Level Support to customers covering Windows 7, 8.1 Platforms.
-Including Applications & LAN/WAN/DHCP/TCP/IP End user connectivity Issues.
-Network Monitoring using HP IMC Network Management tool.
-SCEP, SCCM & AD troubleshooting & coordination with Data Center on Win Server 2012.
-Act as technical consultant & reference to the team, assist in solving complicated issues.
-Ticket management, SLAs Monitoring, Reporting (Platform: HP Service Manager ).
-Project Knowledge Base documents coordinator.
-Handle escalations and follow ups with concerned teams for timely resolution.
-Coordinate Network Implementation - End to End Quality Assurance with Field Engineering team, gather data, produce reports to the client.
1. To supervise the implementation of the computer system; to ensure regular maintenance and upgrades.
2. To supervise the launch of the company’s website, and to follow up with regular maintenance and development.
3. To supervise/coordinate with the web-site consultant on updating the web-site contents regularly; to ensure that the e-mail connectivity is always ON.
4. To ensure the security of the network, server and PCs; to identify the security hardware & software requirement.
5. To monitor the switchboard, telephone lines, telephone devises, and supervises their repair whenever required.
6. To be responsible for the requirement of hardware & software consumables.
7. To supervise the preventive and regular maintenance processes.
8. To make sure that all staff is trained on how to run the protective precautions.
9. To supervise the help desk, and make sure that the trouble-shooting process is done on time without delay.
10. To keep the staff informed of any hazardous threats that may cause damage.
11. To identify the training needs of the staff on existing and new Information Technology applications in collaboration with the Human Resources Manager.
• 2011, Bachelor degree in Information Technology, University of Khartoum - School of Mathematical science, with Honors. Graduation Project: E-Banking .
• 2006, High School Certificate, Al-Mojamma Al-Yammani Boys School, Khartoum Other Certificates