Senior EMEA IT Support Engineer @Fluence Energy
Centro CDX
Total des années d'expérience :10 years, 7 Mois
Onboarding and offboarding users and laptops through O365 admin console, AD, and MS Azure admin center.
Providing L1 and L2 remote support and handling SolarWinds tickets.
Communicating IT orientation sessions to new hires.
Laptops auto registration, manual registration, Hash\HWID and OOBE imaging.
Managing users’ mailboxes, groups, shared mailboxes through O365 Exchange admin console.
Managing devices and apps through MS Intune and Azure Endpoint manager.
Managing MS Teams channels, groups, domestic calling numbers, licenses, and access through Teams admin console.
Got assigned admin roles like Authentication admin, Exchange admin, Azure Global Reader, HelpDesk admin, Intune admin, Teams admin, User admin.
Applying tasks related to MS 365 defender like campaigns, message tracing and whitelisting trusted URLs
Administrating Adobe admin for assigning licenses of Adobe Pro DC and Adobe Sign and troubleshooting.
Executing supervisory tasks related to reporting, auditing, and integration.
Providing onsite L1 and L2 end user IT support and managing site IT infrastructure.
Onboarding and offboarding users and devices.
Managing users’ accounts, MFA and Office 365 licenses.
Data backup, migration and restore over AWS and O365 cloud services.
Configuring WVDs\VDIs and VPNs of retail systems, ensuring other domain users (Carrefour, Ventures, Properties\Holdings) are working smoothly on Global Solutions domain platforms and rectify issues.
Executing changes on site and performing daily basis audit on all IT equipment to ensure functionality, availability, and stability.
Handling ServiceNow tickets, Monitoring the team queue to ensure SLAs are met and avoid any breaches.
Managing assets managing module on ServiceNow and tracking IT assets.
Communicating IT onboarding sessions\meetings and guides to new hires.
Participating in the continual service improvement process and enhancing user service catalog.
Enhancing captured SCCM images.
Tier 1.5 IT support in a full O365 environment.
Performing monthly site audit for IT meeting rooms, IT facility rooms and hardware reconciliation.
Coordination with tier 2 teams to keep all network devices, servers and services up in the site.
Providing onboarding sessions for the new hires and preparing guided documents.
Supervising the installation and configuration of new devices.
Organize data centers, cable management, patch panels, patch cords, routers, switches and servers.
Configuring Polycom IP Phones, Cisco VCRs and adjust the VLAN ports.
Preparing and OOB imaging of laptops for new hires, arranging PCTU laptops for current users.
Managing 2FA console “PingID” to enrol the users’ accounts.
Provide hardware, software support and administration including (servers & desktops, laptops, IP Phones\Video conferences, Printers\MFP, MAC devices).
Managing the hardware tracing and status on CMDB (IT asset management module).
Managing Service Now dashboards and monitoring the assets status.
Coordinating between SAP team for capitalizing the new assets and CMDB team to get them updated on IT asset management module.
Ø Handling Arabic and English users’ calls - log a ticket for each case using ServiceNow and Jira.
Ø Perform on-site and remote support.
Ø Provide hardware, software support and administration including (servers & desktops, laptops, IP phones/Video conferences, IPTVs, Wacoms, Printers\MFP, MACs).
Ø Handling emails of the users and technology teams as per the agreed procedures and policies.
Ø Prioritize and escalating cases to technology tiers, follow up to get them solved within agreed SLA\OLA.
Ø Dealing with incident, service request, tasks, change, problem and assets management catalog modules.
Ø Problem coordinator skilled to specify the problem candidate tickets, RCA, preventative actions, technical guides and get them documented on KB.
Ø Training users to solve the common issues by attend one to one training, over remote sessions, creating documented guides and recorded videos to publish them on the users’ service catalog portal.
Ø Administrating AD, Skype for business and MS Exchange servers to manage and maintain the users’
accounts, emails, groups and email archiving solutions (CommVault, EV, EMC AVAMAR).
Ø Manage and maintain SFTP accounts using FTP server.
Ø Manage HW, SW inventories and deployments over SCCM and Lan Sweeper.
Ø Manage CUCM server to handle user profiles and IP phones configuration.
Ø Provide recommendations for new equipment and services according to the business needs.
Ø Team leader for service desk functional group of systems with roles of creating weekly reports, review key incidents, breached tickets, achievement tasks, action trackers, delegations and problems and call for
biweekly ORM.
Ø Managing information security systems and monitoring solutions including (LogRhythm SIEM, FireEye, Carbon Black BIT9, Cisco Content Security Management Appliance, Sophos, Solar wins).
Ø Managing file server and file share permissions.
Ø Supporting 5000+ users on site, over phone and overseas.
Ø Achieving management vision, yearly team objectives and meet engineer performance criteria.
Ø Repairing and maintaining TCP/IP networking and hardware.
Ø Managing 2FA consoles “RSA secure ID & DUO Security”.
Ø Managing printer servers and print management solutions.
Ø Providing support to broadcast related systems and software including (INEWS, Media Central UX, VPMS,
Avid interplay, Avid media composer).
Ø Dealing and participating in DR plans and security breaches to recover without damaging the forensics.
Manage, configure and maintain PCs, Laptops, Printers, IP Phones, IP Cams, QNAP servers, Windows server 2003&2008, Active directory, Cisco Unified Call manager server, finger print devices, Routers, Switches and Networks.
Supporting 7 different sites with different infrastructure.
Provide recommendations for new equipment and services according to the business needs.
Dealing with technology solution companies to get quotas for hardware and do purchasing.
Inspecting the infrastructures and draft solutions and recommendation.
Solving customers’ ADSL and SDSL internet issues by troubleshooting over phone.
Escalate to the appropriate team using ticketing system and follow up calls.
Ø B.Sc. Computer and Information Systems, Faculty of Computers and Information, Information Technology Department – Menoufia University. Ø Grade: Accepted. Ø Project grade: Excellent. Graduation Project Ø Project title: CISCO IP Telephone Using CISCO Unified Call Manager Server. Ø Project Description: Install, configure, and maintain Cisco IP Telephony solution and support Cisco Unified Call Manager v4.1, Configure gateways, gatekeepers and switches, build route planes to place Intra and inter-cluster Cisco IP phone calls. Ø Category: Voice Over IP. Ø Tools: CISCO call manager server, Wireshark, CISCO IP communicator software, VMware Workstation, switch and network cables.
المعدل التراكمى : مقبول تقدير مشروع التخرج : امتياز
Le lien a été supprimé pour non-respect des conditions d'utilisation. Veuillez contacter l’équipe d'assistance pour plus d'informations.