Mai Mustafa Ali Al-Saadi

*Maintaining Uptime and stability of OS (Windows 2008 & 2012) based server systems for all applications more than 30 servers (Physical and virtual).
*End User support for Windows XP / 7 / 8.1 and Windows 10
All types of desktop support activities.
*Installation and Technical support for All servers - Physical and virtual.
*Configurations of windows file sharing and user level permissions as per the grade of employees.
*Active Directory user management and manipulation and user rights Management.
*Troubleshooting / repairs of hardware for all types of desktop PCs, Laptops and Printers.
*Coordinate with IT vendors for procurement of IT assets
*Attend and troubleshoot end user tickets/incidents
*Managing incident, request, problem & IMAC
*Coordinate between users and resolver groups on P1, P2 and P3 incidents.
*Maintaining the inventory database.
Handling the coordination between other IT teams.
Assisted and review the planning and design of IT infrastructure architecture.
Windows Server/Desktops Installations and Licensing.
Application support for the end users.
*Managing the purchase orders (Hardware & Software Components +Contracts)
*Install antivirus software and oversee software license renewals.
*Performing IT Checklist Tasks to ensure Minimum Interruptions and failures, and
Maximum business continuity, by ensuring daily operations and monitoring Performance.
Escalate to respective resolver group
*Daily checklist to ensure optimal operation of IT infrastructure

*Work on Help Desk tickets that come in via phone or email.
*Server-side support- working with Windows Server, VMware.
*Desktop support - working with Windows XP, Vista and Windows 7, Windows 10.
*Monitor and manage system alerts and notifications, and respond accordingly through service tickets.
*Support technical issues involving Microsoft’s core business applications and operating systems.
*Escalate unresolved issues to the 2nd Level support.
Installation and configuration of workstations.
*Advance technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
*Install and configuration of a variety of Line of Business Applications.
Proactively monitor storage, servers performance, capacity and hardware healthy.
*Prepare active and resolved incidents.
*Update Help Desk Knowledge Base.
*Supporting and logging high value customers financial and technical inquiries and complaints related to their mobile phones and devices, SIM cards, USBs, IPTVs, landlines and internet over fiber optics and copper networks. Either for home customers or business.
*Troubleshooting LAN /WAN and Wireless Networks.
*Configuring Mails.
*Installing and configuring computer and home routers systems.
*Diagnosing and solving hardware/software faults.

Developing Web Applications using ASP.NET 3.5, VB.NET, Visual Studio 2008.
- Programming experience in HTML, JavaScript, AJAX and CSS.
- Database Management System (SQL server 2005, 2008).
- Object-Oriented Design in Development.
- Web Services.
- Reporting services.

* Solve and investigate customer’s long-standing or complex problems.
* Communicate politely with customers by email, letter, face to face, and telephone and other equipments.
* Handle entire major incidents related to customers like customer ill health problem or a security issue.
* Visit the customers for the provision of one-to-one service.
* Develop complaints or feedback procedures for the use of customers.
* Maintain the records properly of issuing compensations or refunds to customers.
* Supervise the customer service teams to learn about the products or services of the organization.
* Follow up-to-date with modifications.
* Provide required training to the staff or employees to deliver excellent customer service.
* Develop the customer service standards, policies and procedures for the organization or department.
* Updated and upgraded with the developments and changes in customer service field.
* Read pertinent journals, attending meetings and courses to be aware of the latest things.
* Analyze the data or statistics to identify the customer service level, the organization is providing.

Web Developer
*worked with SQL commands on SQL Server 2005 Express Edition
*Worked on programming languages: ASP.NET under C#, HTML
*Object oriented Programming
*Worked on Visual Studio 2008

1- Library Software using Oracle and Microsoft Access 2009

2- Graduation Project:
Integrated Pharmacy system programmed using ASP.NET under VB.NET 2010-2011