Marwan Hamid Osman, TECHNICAL SUPPORT REPRESENTATIVE

Marwan Hamid Osman

TECHNICAL SUPPORT REPRESENTATIVE

Altayyar Group

Location
Saudi Arabia - Riyadh
Education
Bachelor's degree, Business Administration in Information Technology
Experience
13 years, 11 Months

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Work Experience

Total years of experience :13 years, 11 Months

TECHNICAL SUPPORT REPRESENTATIVE at Altayyar Group
  • Saudi Arabia - Riyadh
  • My current job since November 2016

Trained end-users in Amadeus System
Used scripting skills to contribute to internal tools.
Set up PC and Apple desktops and laptops and all types of mobile devices.
Created documentation that empowered and enabled user community.
Activated accounts for clients interested in new services.
Troubleshoot Services Request and take action.
Participates in the installation, Configuration, Testing and Troubleshooting
of the Problem.
Ensure operation procedure & documentation is updated, saved and easily
accessible on demand.
Organize day to day work, and distribute necessary document,
Responsible for all communication with Ministry of Health

Project Manager at Suliman Alqudeebi Son
  • Saudi Arabia - Riyadh
  • July 2015 to March 2016

- In Containing Documentary Project for the Ministry of Transport System
Admin on Ever Suite Archiving System: Programmer & System
Administrator in Containing documentary project for the Ministry of
Transport Customizing Forms & Report.
- Providing Assistance to Technical support personnel in implementation of
Software and troubleshooting all documents not fit the resolution to be
manage by helpdesk.
- Handling User requirements, making modifications as per User
requirements.
- Oversees the internal work day-to-day operation.
-Ensured proper release and maintenance of all systems.
- Coordinated with systems partners to finalize designs and confirm
requirements.
- Entered commands and observed system function to verify correct
operations and detect errors.
- Escalated unresolved issues to appropriate level.
- Ensured proper installation of cables, operating systems and software.
- Participated in special projects, external audits, evaluations and process
improvements.
- Collected data around every transaction and turned it into tools that helped
users.

Programmer & System Administrator at SULIMAN AL-QADEEBI SONS CO
  • Saudi Arabia - Riyadh
  • May 2013 to May 2015

Addressed all questions and concerns regarding Ever-Suite program.
Communicated with executive team and CEO to maximize efficiencies and
resolve issues.
Trained and supported end-users with software, hardware and network
standards and use processes.
Liaised between management and client to address any concerns or
issues.
Maintained hardware and software with new installations, repairs and
patches.
Performed tests of functionality, security and performance of different
workstations and devices.
Supervised and monitored the delivery of contractual services.
Set up network profiles, security permissions and file sharing systems.
Evaluated and resolved System problems in an efficient manner to
minimize downtime.

Technical Assistant at SUDAPET Company Ltd.
  • Sudan - Khartoum
  • October 2010 to October 2011

Support E&P Department to calculate & estimate the production oil for each block’s in Sudan by using special program to make this calculation. Finally help department to make their decision by using special calculation.
Responsible for networking, design, installation and maintenance services.
Supporting users and network administrators over the telephone and by
email.
Networking and providing support for Windows issues.
Configuration and testing of any new hardware and software.
Travelling to client sites to help with installs, deployment, and
troubleshooting.
Management of the daily data backup and retrieval scheme.
Installing and operating Windows desktop and server operating systems.
TCP/IP networking and hardware maintenance and repair.
Training new employees.
Assisting the network manager with support requests.
Ensure computer hardware is safe & complies with health and safety
legislation.

Network and Technical Support at Dindir Petroleum International Co. Ltd
  • Sudan - Khartoum
  • January 2009 to January 2010

Diagnosis of desktop, application, networking and infrastructure issues.
Experience of supporting a wide and varied client base.
Troubleshooting PC's, laptops and mobile devices.
Providing 1st/2nd line support to users.
Administering the IT department's policies and procedures.
Installation and support of telecommunication equipment.
Maintaining a log of all problems detected and system backups.
Responsible for maintaining backups and for project work such as new
builds of Network.
Working closely with software suppliers to resolve operational issues.
Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and
2007, Windows Server, Backup products, Anti-Virus products, DNS/DHCP,
TCP/IP, Ethernet, wireless router and Firewall Configurations

SYSTEM ADMINISTRATOR& NETWORK at Amery International Co. ART Sudan Agent | Khartoum
  • Sudan - Khartoum
  • August 2007 to March 2009

Ensure operation procedure & documentation is updated, saved and easily
accessible on demand.
Organize day to day work, and distribute necessary document.
Install configures and upgrades operation system and software.
Configure computers, monitors, network infrastructure and peripherals.
Troubleshoots problems with computer systems.
Worked with users to determine areas in need of improvement.
Planned and implemented upgrades to system hardware and software.
Made recommendations regarding infrastructure overhauls.
Configured, tested and maintained network equipment.
Maintained a flexible schedule and responded to after-hours and weekend
emergencies in a timely manner.
Collaborated with clients from concept through final delivery of product or
service.
Proposed technical feasibility solutions for new functional designs and
suggested options for performance improvement of technical objects.
(Ismam Trading & Services Co.

Education

Bachelor's degree, Business Administration in Information Technology
  • at South Asia University
  • December 2018
Diploma, Airline Reservation System
  • at Amadeus
  • December 2018
Higher diploma, Project Management professional
  • at PMI
  • December 2018
Diploma, Software Engineering
  • at Aptech Computer Education
  • July 2006

Specialties & Skills

Administration
Production
Software Engineering
Education
Swimming
Swimming
Reading

Languages

Arabic
Expert
English
Expert

Training and Certifications

Project Management Professional (Training)
Training Institute:
PMI