Mohamed Shaheen

1- Take ownership of customer issues reported and see problems through to resolution.
2- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
3- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
4- Provide prompt and accurate feedback to customers.
5- Ensure proper recording and closure of all issues.
6- Prepare accurate and timely reports.
7- Help promote the company
8- Inform customers about services that could suit them
9- Suggesting products, they may be interested in
10- Putting them in touch with Concerned team whenever they need it.

1- Design and implement short and long term strategic plans to make certain network
capacity meets existing and future requirements.
2- Develop, implement, and maintain policies, procedures, and associated training plans for
network resource administration and appropriate use.
3- Practice network asset management, including maintenance of network component
inventory, life cycle management and related documentation.
4- Establish service level agreements with end users.
5- Provides “ownership” of problem thru final resolution.
6- Plan, acquire, and coordinate installation of in house and remote hardware and software
across the organization’s network.
7- Conduct research and make recommendations on network products, services, protocols,
and standards in support of network procurement and development efforts.
8- Negotiate with vendors, outsourcers, and contractors to secure network products and
services.
9- Assess, approve, and administer all equipment, hardware, and software upgrades.

1- Upgrading the skills of team work on the IT Dept.
2- Resolve the accumulated problems with customers.
3- Providing Technical support to Governmental units.
4- Providing Technical support to Overseas Agencies branch Such as (Maersk Shipping)
5- Planning to handle major disasters.
6- Handling IT Agents work plan.

1- Analysis and Investigation of problems
2- Repair, substitution or replacement of faulty hardware as necessary
3- Repair, installation, reinstallation or reprogram of software as necessary
4- Testing and error checking of solutions
5- Backup of data as necessary in order to restore functionality
6- Provide recommendations as necessary for the general health of the equipment
7- Provide technical documentation and/or materials upon request or as necessary
8- Follow-up with Customer after the solution has been implemented
9- installing physical equipment and running networking and telecom wires including
ceilings and wall runs. Also may require working with telecom technicians in order to
facilitate networking solutions
- TYPSA (Https://typsa.