moustafa Abd El-Reheem

⦁ Providing first level technical support to customers.
⦁ Installing and configuring computer hardware systems and IT software.
⦁ Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face-to-face contact.
⦁ Quickly responding to customer enquiries and concerns.
⦁ Setting up new users' accounts and profiles and dealing with password issues.
⦁ Supporting more 30 remote sites using VPNs connections and multiple application.
⦁ Repairing IT equipment and replacing parts.
⦁ Monitoring IT network to ensure availability to all users.
⦁ Escalating unresolved problems to other support staff.
⦁ Taking ownership of problems and tracking them to a successful conclusion.
⦁ Raising & maintaining incident tickets and problem records.
⦁ Analyzing call logs to spot trends and underlying issues
⦁ Continuously reviewing performance against Service Level Agreements.
⦁ Testing and evaluating new technology.
⦁ Manage and track IT warehouse and request required items as per minimum stock level.
⦁ Communicate with ISP Vendor for required services
⦁ Communicate with Vendor for IT equipment’s (New, Replace, ..)
⦁ Update company website with required data based on the company policy
⦁ Monitor company website
⦁ Producing documentation and reports to a high standard.

Provide information, advice and technical support to a variety of clients, both professional and amateur, clearly and concisely.

Serves customers by providing service information; resolving service problems.