Mohamed NasrEldeen ATWAN ELQASSABE

o Restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for ADSSA and External Clients.
o Ensuring that the incident management and operational management process are understood, lived, and continuously improved within the entity and that the Team are trained on a regular basis.
o Handling our ticketing system’s “JIRA” design, management and escalate all business needs and our new requirement to the vendor to start executing it following ISO20000 standard for ensuring that ITSM processes are fit for purpose, efficient and effective, adhere to ITIL best practices and align with business.
o The review, revision and execution of change management requests as required.
o Develop new policies and procedures related to any activity, supervises, and proposes development plans for that.
o Carry out ad-Hoc requests as and when required, supporting a wide customer base.
o Developing trend analysis and preparing service improvement plans to address identified gaps.
o Partnering with other teams to continuously enhance KB, optimize monitoring and alerting.
o Being a Single point of contact (SPOC) for the assigned incident resolution to plan and deploy PCs, peripherals devices on site as per IT service requests and agreed SLA.
o Ensuring the provision of the best services to users and solving all problems facing users enabling them to resume their work with minimum disruption as per agreed SLA.
o Record events and problems and their resolution in JIRA’s logs.
o Experience with desktop configuration, virus scanners, and other security products
o Assisting in the installation of technology like printers, scanners, cabling systems like local area network cables, network interface cards, wired switches, etc.
o Experience in configuring, managing, and troubleshooting remote desktop tools such as TeamViewer, Microsoft Remote Desktop, LogMeIn, Teams, etc.
o Responsible to provide orientation to the new users on existing technology.
o Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
o Producing documentation for process, procedures, and management reports.
o Manage the availability of all IT equipment and infrastructure through continuous improvement and continuously look to improve equipment efficiencies and cost reductions accordingly.
o Preparing special reports for problems, requests and submitting them to the head of the department for discussion.
o Follow-up on all problems received from the Tamm centers, The technical support center from the Abu Dhabi Digital Authority, transferring them, and following them up internally with the concerned teams, and updating the reports received from the Abu Dhabi Digital Authority.
o Managing IT assets Using FAsoft, updating them on the asset system, following up and making its annual inventory.
o Coordinate periodic Security Patching to all user endpoints as per the agreed IT schedule
o prepares and distributes support schedules including after office hours “if needed” schedules to IT staff.
o Provide support services for newly hired VIPs as well as existing VIPs “Mangers, director’s, Director general and chairman”
o Managing end-user communication with regards to IT maintenance schedules and unplanned maintenance.
o Assists IT engineers /other IT staff in providing first line support when workloads are high, or when additional guidance is required.
o Manage the registration, update, and life cycle of SLA related information in the organization’s Helpdesk tool “Jira”.
o support the problem management process by identifying and classifying the necessary information that will serve as further input for the process
o manage the entire lifecycle of incident-, request- and problem tickets.

o Responding to client support requests/incidents (L1 to L4 Tickets) through BMC remedy.
o Troubleshooting hardware (Laptops, PCs, workstations, scanners, printers, and MFPs) and software (MS office products, VPN, Antivirus, Adobe, Autodesk) issues.
o Installing, maintaining hardware and computer peripherals.
o Installing, upgrading operating systems and computer software.
o Antivirus installation to all devices.
o Ensures that security upgrades and patches are applied and kept up to date on all devices and scan for viruses due to requests from security team.
o Perform any hardware movement including PCs, scanners, printers, and phones with updating inventory.
o Enrolled in projects Such as (windows 10 upgrade, new Desktop deployment, laptops replacement, laptop distribution for all RTA Users at pre COVID-19 lockdown).
o Support users from home or from RTA site through COVID-19 lockdown Time.
o Troubleshooting L1 networking and connection issues.
o Advising on software or hardware upgrades.
o Providing basic training in computer operation and management.
o Contacting clients to find out the nature of the problem through phone, emails, MS Teams and WebEx.
o Ask targeted questions to diagnose problems, guide users with simple, step-by-step instructions.
o Test alternative pathways until you resolve an issue.
o visit client’s location or connecting via remote link.
o Direct unresolved issues to the next level of support personally.
o Completing job reports and ordering supplies.
o Follow up with clients to ensure their systems are functional.
o Maintaining good client relations.
o Help create technical documentation and manuals.
o Adhere to RTA policies as per corporate manuals and directives.
o Supported other Locations outside RTA Site if requested.
o Support VIP users and VIP occasions and meetings.

Tier I and II support for desktops, network printing, and supported software.
•Build/image IT equipment, manage assets, inventory of hardware, and deploy to end users.
•Support different types of printers (zebra printers, multifunction printers “HP and Ricoh”).
•Provide Support to pcs (HP, DELL), portable pcs and laptops.
•Provide support to different types of scanners (card, emirates ID scanners).
•Provides guidance on installation, configuration, maintenance, and support of systems within SKMC Corporate level.
•Enrolled in projects Such as (windows 10 upgrade, Outpatient pharmacy Movement and support, printers upgrade, new PC’s replacement).
•Perform any hardware movement including PCs, scanners, printers, and phones with updating inventory.
•Maintained user, group, and computer accounts.
•Lead SKMC service desk team for 6 months.
•Test New Software and hardware.
•Troubleshooting business technical problems in Android and Windows mobile phones.
•Guiding customers on how and why the problems cropped up and methods to resolve them.
•Prepared, sorted, and attended problem tickets.
•Received "outstanding" ratings on performance reviews each Month, with top marks in teamwork, customer service, communication skills and technical problem-solving.
•Work to SLA thresholds for incident(s), request(s) and problem(s).
•Handle continual service improvement process inside SKMC.

in areas such as the Data Centre, SCCM, Active Directory (Local/roaming profiles - Security groups - Shared Folder access - Roaming profiles/Local profiles).
•Involved in areas Biometric, CCTV, Meeting Room, Cisco TP units, Avaya EPBAX, Printer, Scanner, Fax, Multi-Function devices.
•Involved in areas as Desktop and Laptop’s (installation-configuration-hardware “fix/replace”).
•Involved in areas such as Networks (Install-Patching-repair/fix).
•Providing support/Installation for operating systems as Windows (98 / 2000 / XP / Vista/ 7/ 8 / Windows Server 2003, 2008, 2012), Macintosh and software.
•Provided Technical Support to 500 customers using ticketing tool (BMC Remedy),
Remote desktop troubleshooting, E-mails, Telephone, Instant Messaging tools (MS Lync), skype for business, outlook, and Team Viewer.
•Maintaining asset management for all the issued laptops, Desktops, and maintaining the inventory for old laptops in local inventory and update it in AVS.
•Administering and managing HP backup solution with Networker software.
•Prepare documents, meeting materials, Software installation Manual and correspondence.
•Acted as smart hands, eyes, and feet to work with external support teams in areas.
•Providing technical support to all GCC Customers (Including Middle East, EEMEA).
•Troubleshooting on Cisco VPN & Symantec Validation and ID protection service (VIP).
•Scanning the machines for virus detection using McAfee virus scan and installation of EPO agent.
•Troubleshooting the machines & Hard disk, which encrypted with McAfee Encryption.
•Giving support to Android, Blackberry, Apple phone & iPad.
•Testing and evaluating new technology.

Noor, (Egypt).
•Providing 24 x 7 x 365 support for critical systems to achieve the required SLAs.
•Logging all relevant Incident, Service Request and Change Request.
•Involved in assisting with the receipt and management (Laptops and Desktops) of onsite stock, spares, requesting purchase of assets and updating.
•Closing all resolved Incidents and Service Requests.
•Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
•Perform Customer quality check visits.
•Experienced in systems software, hardware, OS installations, remote desktop troubleshooting, VPN, LAN, WAN, Switches, Network Attached Storage (NAS), Outlook