محمد عبد الواحد

 Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
 Prioritize and handle VIP requests within assigned groups, ensuring timely resolution and satisfaction.
 Maintain familiarity with each client and their respective applications, enabling personalized and effective support.
 Follow standard Service Desk operating procedures to ensure consistency and efficiency in handling user inquiries and technical issues.
 Provide troubleshooting and configuration support for client desktop and networking environment.
 Manage datacenter-related activities to ensure smooth operations and optimal performance of critical infrastructure.
 Delivering round-the-clock (24x7x365) technical support.
 Overseeing IT Equipment Procurement for the Group
 Monitoring servers performance and data links connectivity.
 Overseeing the Tickers and datawall display administration.
 Provide support in monitoring Data Center equipment, including A/C, UPS, and safety equipment, to maintain optimal functioning and minimize risks.

 Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
 Handling Veritas backup application / Cisco CME /Symantec Products / Office 365/Veem.
 Handling Office 365 Admin Center for the Group.
 Handling VIP requests on group.
 Familiar with each clients and their respective applications ( Pioneer / Brite / Sage /Cheque Master / SQL Application ).
 Follow standard Service Desk operating procedures;
 Deploying, Updating, Creating Images.
 Provide troubleshooting and configuration support for client desktop and networking environment.
 Handling DLP Security Monitoring Tools.
 Providing support for MAC pc .
 Providing 24x7x 365 Technicle Support .
 Repairing/Troubleshooting Dell Systems.
 Handing CCTV / Speed Gate System/ Access Control System for company properties .
 Covering Company E Marketing Areas
 Handling IT Equipment Procurement for the Group.

 Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
 Handling VIP requests on group.
 Handling L1 Technicle Support Team.
 Familiar with each clients and their respective applications - ( Hokoomi, Opera, MC, WMS, Check System, Etravel, Essbase, Emis, Hrms, Lync).
 Follow standard Service Desk operating procedures;
 Providing Technicle support for ABA Group Users and External Clients.
 Deploying, Updating, Creating Images.
 Provide troubleshooting and configuration support for client desktop and networking environment.
 Generating Reports maintaining Techexcel Admin Area.
 Providing Basic support for MAC pc .
 Providing 24x7x 365 Technicle Support .
 Repairing/Troubleshooting Dell Systems.
 Handling Getronics Tool for Dell Support Calls.
 Fielded trouble and information request calls from over

Experience Cont.
April 2010 to February 2012
IT Support Engineer
QAPCO - Doha, State of Qatar
Works for a Management and Security Solutions Providing Company Based in Qatar, outsourced to work for QAPCO to complete the Project Related to Desktop Support and Network Supporting and Troubleshooting.
 Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, 2010, Windows Server2003, Active Directory, Non Portal Applications, Galiom, Plant support applications.
 Maintaining & Troubleshooting Symantec Anti-Virus Clients
 Installation troubleshooting Configuring Lotus Notes, Lotus Notes Domino Admin, Outlook and Microsoft Lync
 Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.(Magic Service Desk Application)
 Supporting for Users from Lotus Domino Admin.
 Back up the Blackberry and Configure and for Lotus Notes Mail Client
 Fielded trouble and information request calls from over 2500 users. Administering the IT departments policies and procedures.
 Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment. 2008 to 2010 April

Provided on-site technical support which included installation, maintenance and repairs of Desktops, laptops, printers, and other computer peripherals Maintaining of Backup Restore Procedure for Servers & MS Outlook Users
 Maintained an open line of communication with the assigned Service Delivery Coordinator to ensure customer satisfaction and meet Service Level Agreement.
 Identifies, troubleshoots and resolves Hardware, Software- and network-related problems encountered by end users of the District network, the Internet, the mainframe, PCs and Macintoshes and new computer technology
 Instructed customers on how to operate and maintain their computer equipment.