IT Administrator
Supreme Education Council
Total years of experience :15 years, 3 Months
1-Provide helpdesk support and resolve problems to the end users at schools “Students, teachers, administrators and parents) and assure IT services quality in coordinating with the Supreme Education Council.
2- Provide systems technical support and supervise the implementation of the of the SEC systems and E-Learning projects at Schools to satisfy the needs of the learning process parties with making sure that projects will be completed on time and make the required follow up to ensure its optimal use.
3- Resolving technical support for end-users problems (First Level Technical Support).
4- Provide the required technical support of installing, configuring, resolving problems and testing, the following are some examples:
- Office PCs and portable devices.
- Colored and Black &White printers.
- Photocopiers and fax devices .
- Audio and Visual Devices at schools (fixed data shows “Projectors in classrooms” and portable projectors…etc.).
- IP/Telephones
- Students’ tablets.
- All other technology devices at schools such as the barcode devices that are used in the Assets and tracking systems at schools.
- The Various programs, applications, and software that available at schools, such as the operating system and all the programs that are authorized by Supreme Education Council.
5- Document and description of all problems and work on its solution and follow up through the “Incident Management” which is used by the schools who are participating in the e-bag program
6-Follow up and administrate some of the systems that are working on servers according to the privileges that are given by the Supreme education Council, such as:
- Administrating files and shared printers through Microsoft File& Print.
- Follow up with the required updates for Anti-Virus programs..
7-Downloading, configuring and updating systems and end-users applications and make the required support when needed.
Level 2 technical support for Cisco Unified Communication (Voice/Video)
Troubleshoot, Identify and Resolve all VoIP & IPT related incidents over different technologies/Vendors:
- Cisco Unified Communications Manager - Cisco Unity Connection - Cisco Unified Presence Server - Cisco Unified Attendant Console - Cisco Unified Contact Enterprise - Cisco Unified Contact Center Express - Cisco Video Solutions (Telepresence) - Right Fax Server - Cycos mrs Messaging Server
Document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.
Keep management informed of any major customer or network faults.
Activate escalation procedure with vendors when needed.
Design and Implement customer simple and complex changes as per ITIL specifications.
Perform release management activities (Plan and implement new release and upgrades) Selective Customers:
-World Bank Group
-Philip Morris International Group
-Maersk Group
-GlaxoSmithKline - GSK
-Hapag-Lloyd - Global container liner shipping
-Société Générale de Surveillance
-Agilent Technologies
-Flowserve
-SITA
Administration, configuration and troubleshooting of IP Contact Center Enterprise (IPCCE) using Call Manager, CVP, ICM Components (Router, logger, PG, CTI, HDS, ..) .
Installation, configuration and troubleshooting of Cisco call manager and deploying many features on the system.
Administration and troubleshooting of Qfiniti voice recording system and VPI voice recording system.
Configuring voice gateways and switches .
Monitoring network traffic for performance and bandwidth usage.
Maintaining Voice Network Event Logs.
Create and update system Documentation
Administration, configuration and troubleshooting of IP Contact Center
Enterprise (IPCCE) using Call Manager, CVP, ICM Components
(Router, logger, PG, CTI, HDS, ..) .
Ø Installation, configuration and troubleshooting of Cisco call manager and
deploying many features on the system.
Ø Administration and troubleshooting of Qfiniti voice recording system and
VPI voice recording system.
Ø Configuring voice gateways and switches.
Ø Monitoring network traffic for performance and bandwidth usage.
Ø Maintaining Voice Network Event Logs.
Ø Create and update system Documentation.