Mohamed Ibrahim

Working as an IT Administrator for designing, organizing, modifying, and supporting the company's computer systems.

Duties:
* Addressing user tickets regarding hardware, software and networking and address user’s request within SLA. Resolve technical issues related to Desktop, Laptop, server & network interruptions & act as the initial point of contact for all computer and system related concerns
* Installing and configuring computer hardware, software, systems, networks, printers & scanners. OS, backup solutions, network shares and permissions, system failure troubleshooting, Perform on-site &remote support, diagnosis, and resolution of complex desktop problems for end-users.
*managing site-wide aspects of the SANG Information System and ensure that each client workstation within the local site is functioning correctly, kept up to date with regards to both software and data, monitors the server functions
* Manage backup of Computers, servers, monitor server health & network. Repair and recover from hardware or software failures. Create & manage Active directory & Provide support, including procedural documentation and relevant reports

Worked as Senior IT Servicedesk Engineer providing technical assistance and support related to computer systems, hardware or software. Responsible for providing efficient customer support for all 1st Line issues relating to Desktops, Servers, Laptops and peripherals. Supporting over 800 users & on average answering 40 IT calls a day

Duties:

 Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system.
 Provide helpdesk support and resolve problems to the end user’s satisfaction
 Resolving the incidents successfully with the proper solution in timely manner with in SLA.
 Diagnosing and resolving a wide range of technical issues over the phone. Answering & responding to all calls & requests within agreed time scales
 Providing complete technical support over remotely or personally to all IT users for various issues such as windows issues, printer, network, outlook, password, login, application, antivirus, software update, domain issues, etc.
 Escalating calls and issues where necessary to higher level technical team, senior managers & team leaders. Take ownership of a call and seeing it through to closure.
 Installation of OS, application software, deployment of software, disk quota management, installation and configuration of hardware devices, managing system updates and printers, working with domain accounts, local accounts, network shares and permissions, restoring data and scheduling backups, system failure troubleshooting, monitoring performance. Creating & managing the user profiles on Active Directory as per the user requirement.
 Manage PC setup and deployment for new employees using standard hardware, images and software
 Providing end user support by performing PC maintenance, upgrades and configurations
Achievement :
Resolved 2800+ incident tickets in past 20 months and leading IT Helpdesk technician as resolving most number of incidents in the company.

Worked as SENIOR TECHNICAL ENGINEER to identify and troubleshoot issues which affects IT Environment of the Business, Providing 1st/ 2nd Line support over the telephone and remotely help desk services to large Organization.

Duties:
 Works remotely to provide 24x7 supports on critical systems to determine call types, failure trending, and diagnostic improvements to provide a higher level of technical support.
 Expertly maintains data files and control procedures for a complex system of networked computers.
 Assigns passwords, monitors use of resources, backs up files daily and helps to define requests for information.
 Discovers and communicates potential service problems through identifying patterns occurring across separate help desk tickets and customer reports.
 Identifies, diagnoses and resolves Level One problems for users of the mainframe, personal Computer Software and hardware, Internet and new computer technology
 Email configuration in Outlook and other email client Application with their Business Environment.