محمد شوكت محمد عثمان

•provide L1 troubleshooting and resolving client’s issues and complaints, through remote troubleshooting, phone,
whatsuapp chanel, Slack, Email, and in-person assistance.
•Ensure all incidents and requests are recorded in JIRA and actioned upon within established SLAs.
•Developing a complete understanding of critical account and its configuration setup.
•Delivering full hardware and software support for desktop computers and peripheral devices such as printers and
scanners.
•Utilize AWS and Grafana services to monitor system operations and analyze logs to detect issues related to orders.
•Timely and proper logging, follow-up, and closure of technical support tickets.

Providing end-user 1st and 2nd line support and resolution on all IT issues via remote troubleshooting, phone,
email, and in-person assistance, ensuring minimal downtime and optimal user experience.
•Active Directory and Mail Administrator: Responsible for user management including creation, DNS, DHCP
configuration, and joining PCs to the domain. Also administered Exchange Server and cloud mail services.
•Monitoring and reporting the company's computer network and making sure that it is secured from viruses
(using Kaspersky antivirus).
•Configured firewalls including policies and VPN setups, to ensure robust network security.
•Managed Veeam backup and replication solution, facilitating replication for Disaster Recovery (DR) site,
ensuring data integrity and business continuity.
•Leveraged public cloud technologies, particularly M365 and MS Azure, to optimize infrastructure and enhance
operational efficiency.
•Handled SAN storage infrastructure, overseeing the migration of all virtual machines (VMs) to it using
VMware vCenter vSphere, optimizing storage efficiency and performance.

Joined PCs and other devices to the domain network, facilitating seamless access to resources and services.
•Utilize diagnostic tools to troubleshoot network connectivity issues and workstation hardware/software
problems.
•Support end-user devices and peripherals, including computer hardware, operating systems, communications,
software applications, data processing, and security measures.
•Liaised with vendors, IT coordinators, and other IT teams to maintain a high level of system availability

•Ensure that every device in the organization is up to date and equipped with the necessary software.
•Troubleshoot Windows and Windows Server issues, installation and setup.
• Repairing software and hardware computer components, printers and scanners in all their forms.
• Configure access points, wireless point-to-point connections and firewalls to improve network security and
connectivity.
•Configure switches and routers and monitor networks with PRTG.
•Monitor the management of video conferencing devices to facilitate remote collaboration and communication.
•Configure and manage IP PBX systems to ensure seamless communication within the organization

• Windows troubleshooting installation and setup.
•Install the Windows server and deal with active directory and policies.
•Install and test wireless Internet equipment.