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محمد شوكت  محمد عثمان, Technical support Engineer

محمد شوكت محمد عثمان

Technical support Engineer ·lyve Global Technology

الإمارات العربية المتحدة

بكالوريوس, Electronic And Computer Engineering

الخبرة العملية

مجموع سنوات الخبرة: 5 سنوات, 3 أشهر

Technical support Engineer

مارس 2024 - حتى الآن

lyve Global Technology

أبو ظبي، الإمارات العربية المتحدة

مارس 2024 - حتى الآن

•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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Technical Support Engineer

يناير 2023 - مارس 2024

National Bank Of Sudan

الخرطوم، السودان

يناير 2023 - مارس 2024

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.

مجال الشركة:
البنوك
الدور الوظيفي:
تكنولوجيا المعلومات

IT Support Engineer

سبتمبر 2022 - يناير 2023

Interface Telecommunication (Sudatel Tower)

الخرطوم، السودان

سبتمبر 2022 - يناير 2023

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

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
تكنولوجيا المعلومات

Technical Support Engineer

أغسطس 2021 - سبتمبر 2022

Telecommunications and post regulatory authority

الخرطوم، السودان

أغسطس 2021 - سبتمبر 2022

•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

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
تكنولوجيا المعلومات

Help Desk Engineer

مارس 2021 - أغسطس 2021

Morgan Zone

الخرطوم، السودان

مارس 2021 - أغسطس 2021

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

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

Sudan University Of Science And Technology

ديسمبر 2020

ديسمبر 2020

بكالوريوس، Electronic And Computer Engineering

السودان

Skills

Windows Server Administration
Expert
Windows Server Administration
Expert
VMware ESX
Expert
VMware ESX
Expert
Firewalls
Expert
Firewalls
Expert
VMware
Expert
VMware
Expert
Active Directory
Expert
Active Directory
Expert
Communication and collaboration.
Expert
Communication and collaboration.
Expert
Problem solving
Expert
Problem solving
Expert
Ability to manage workload.
Expert
Ability to manage workload.
Expert
Time management.
Expert
Time management.
Expert
Willingness to adapt and learn new skills
Expert
Willingness to adapt and learn new skills
Expert

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس

التدريب و الشهادات

الشهادات
Microsoft Certified: Azure Administrator Associate
Dec 2023 - Dec 2024
عرض الشهادات

التدريب
Microsoft Azure AZ-104 Administrator
Microsoft
ITIL foundmentalv4
Self study
Firewall FortiGate (NSE 4)
N+ traninig Center
Vmware vsphere -Associate
N+ traninig Center
Microsoft exchange server
N+ traninig Center
Red Hat Enterprise linux (Admin 1)
Self study
Microsoft certified solution Expert (MCSE)
N+ traninig Center
Certified ipv6 Network engineering-Level1
Telecommunications and post regulatory authority
Huawei certified ICT Associate (HCIA) Routing switching
N+ traninig Center
Cisco Certified Network Associate (CCNA)
N+ traninig Center