المقداد الحسن

Respond to Service Desk calls and emails in line with SLA terms Log and provide first-level online
support for tickets using ITSM application.
Provide in-person services for end-users that are locally available as field support.
Escalate unresolved tickets to third-level support or respective teams and monitor all open tickets.
Monitor, patching and keep the computer systems and IT equipment running smoothly and
efficiently.
Troubleshoot, diagnosis and resolve the technical issues associated to all IT equipment including
Computers, POS devices, Printers, Windows/Android-based Handheld PDT/Tablet devices etc.
Coordinate and collaborate with other vendors and teams to resolve issues.
Contact and communicate with the vendors and third parties and schedule preventive
maintenance for the devices that are under vendor SLA.
Manage services for new joiners and leavers in the YHL Group, Devices configuration, back-up,
wiping, account creation and deletion.
Perform Active Directory objects management, including managing user groups, and regular
cleanup activities. Handle email and archiving services, including troubleshooting, email
archiving, managing email groups and permissions, and resolving Outlook issues.
Provide hardware troubleshooting for laptops and desktops.
Manage application services, including installing/uninstalling approved applications and
troubleshooting software issues.
Handle IP telephony services, including configuring Cisco IP phones and managing call access.
Manage network issues and wireless guest access services in Aruba.
Manage VPN profiles creation and troubleshooting.
Manage shared folder services, including permission settings and file restoration.
Monitor servers, client devices and network devices using ManageEngine OpManager and
escalate issues to the NOC team.
Manage IT asset stock for the YHL group of companies, monitor and control the asset
movements (assets Managment) .
Documentation and knowledgebase update for team members and end-users.
Provide support for meeting room technologies, including video conferencing systems, audio
devices, displays, and connectivity issues.

Responded promptly to IT support requests over the phone, via email, through the ticketing
system and in person (ServiceNow).
Respond within agreed time limits to call-outs (SLA).
Set up new users' accounts and profiles and deal with password issues (Active Directory Issue).
Solve routine issues and complex issues based on priority.
Connect the remote employees to the network and fix their technical problems.
Managed and classified standard requests, providing solutions, and escalate complex issues to
the appropriate support level if needed.
Maintained technical documentation and ensured timely follow-up with users until issue
resolution, closing tickets in the company's ticketing system.
Administered user accounts in various IT systems and facilitated IT onboarding for newcomers
and support them when they are facing difficulties with their devices.
Collaborated with the IT Infrastructure team to resolve local IT issues.

Monitoring and maintaining computer systems.
Responsible for diagnosing any hardware or software faults.
Install and configure hard-wares and soft-wares.
Monitoring and maintaining the school’s labs.
Solve Technical issues either in person or over the phone.
Monitoring and maintaining the school’s CCTV system.

Supporting Bankak platform services (Bank of Khartoum service)
Used ticketing tools systems to manage and process incidents and requests.
Used CRM tools to manage and handle customer cases within SLA.
Follow up with the teams concerned and ensure the issue resolution
Do a first-line investigation before assigning the case to the respective team
Respond within agreed time limits to call-outs (SLA)