IT-Support Supervisor
xceed
Total years of experience :17 years, 4 Months
- Motivate a team of Technical Support and IT Help Desk Consultants through performance, coaching, career planning and setting educational objectives.
- Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes.
- Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, reporting and employee engagement.
- Facilitate customer resolution for escalated calls and engage the necessary technical support.
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
- Report operational and technical achievements and progress to the IT Manager on a regular basis including statistical analysis and improvement of action plans.
- Work with other managers to ensure operational consistency.
Achievements:
- Setup more than 100 laptops for CC employee and 50 laptops for HQ employee to be used in the work from home project as a precautionary solution against Egyptian revolution and security implications.
- Responsible for the work from home reports and analysis.
- Build the IT knowledge Base over a service desk environment.
- Build a technical Help Desk Team from scratch “Hiring, Training, couching, Quality Assurance and Managing”
- Responsible for all operational tasks and projects regarding outsourcing the IT Help Desk service "Act as Operation Manager"
- Leading the IT Support Team through the daily tasks and managing upcoming problems.
- Supporting the roll-out of new applications.
- Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers).
- Testing and evaluating new technology.
- Plus the IT Support Engineer Role.
- Managing hardware and software failure all over the company.
- Managing access to the internal and external resources or web applications through direct links or VPN connections.
- Managing permissions to all the users and backup their data.
- Managing and troubleshooting the networks and subnets problems.
- Managing and troubleshooting all Operating Systems problems.
- Working on a Servicedesk environment.
- Installing and configuring computer hardware operating systems and applications.
- Monitoring and maintaining computer systems and networks.
- Talking staff/clients through a series of actions, either face to face or over the telephone.
- Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
- Replacing parts as required.
- Setting up new users' accounts and profiles and dealing with password issues.
- Working continuously on a task until completion (or referral to third parties, if appropriate).
- Prioritizing and managing many open cases at one time.
Achievements:
• Setup the new accounts H/W and S/W for some national and international CC accounts.
• Designing the IT Dept. site over the internal portal site using MS share point.
• Installing, Implementing and Configuring the IT Dept. local server and its backup.
1- English Level 1. 2- English Level 2. 3- English Level 3. 4- English Level 4. 5- English Level 5.
1- Hardware and Operating System Fundamental. 2- Pre Technical Courses. 3- TCP/IP (LAN & WAN) Fundamentals Part 1. 4- TCP/IP (LAN & WAN) Fundamentals Part 2.
My Project was about Wireless Voice and Data Transmission through RF Link and my grade was Excellent
A C# Course : 1- Introduction to C# 2- Windows Application 3- Programming ADO.Net