Service desk engineer
Britich Petroleum
Total years of experience :12 years, 11 Months
•Act as a single point of contact for phone calls, emails & service desk management system incidents from staff regarding IT issues and queries.
•Receiving and managing calls from internal staff via telephone and email.
•1st and 2nd line support - setup new computers, Perform installation, configuration and troubleshooting of Hardware (laptops, PCs and mobile phones), Software, LAN infrastructure and make sure that the Helpdesk is reaching customer satisfaction.
•Troubleshoot the network services (printing, email service and Internet access, file sharing, VPN).
•Back-up and restore user’s files and devices configuration.
•Analyze problems and formulate plans of resolution by utilizing available technical resources to solve end-user problems.
•Log service desk interactions in descriptive way for all tickets in Remedy.
•Escalate unresolved incidents to the responsible support team.
•Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
•Strong Active Directory, MS-Exchange knowledge.
•Creating user accounts, reset passwords, create groups etc.
•Apply the application of all IT policies and regulations.
•troubleshooting and solving problems that face users (Vodafone employees) with their PCs as we receive the customer technical issues over the phone or by mail.
•Responsible for providing technical assistance & support related to computer systems hardware and software so we act as first line of support.
•Escalate unresolved calls to appropriate second line support team.
•Manage Active Directory and be responsible of creating & modifying Active Directory objects (users and groups).
•Manage a File Server with Sharing and Security permissions (includes roaming profiles and shared drives.
•Support remote connections (CiTRiX & VPN connections) to company resources with 2 level authentication using RSA.
•Find technical solution to new discovered PC problems and train team members on how to fix it.
•Following ITIL.v3 to improve IT infrastructure service and provide high availability.
•Handle Trouble Tickets assigned to our team within the SLA and log all the interactions in Remedy tickets.
•Remote control software (Windows remote assistance and Remote desktop connection).
•Microsoft office outlook 2007 and 2010.
2010: B.Sc. of Computer & Systems Engineering .Faculty of Engineering , Ain Shams University. (Cumulative Grade: Very Good). 2005: Secondary School Certificate from Heliopolis El-namozaguia School with score 97.4%. .