Nesma Fikry

Dot Net Developer at zak solutions for computer systems

• Kuwait - Al Kuwait
• My current job since May 2019

help desk specialist engineer at Diyar United Company DUC

• Kuwait - Al Kuwait
• July 2013 to February 2018

 KPC Project from 2013 to 2014
 Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
 Respond to queries either in person or over the phone.
 Responsible for recording/logging all incidents and service requests using BMC Software, categorizing them based on priorities and for deciding on the action to be taken on each incident.
 Provide quick solutions/workarounds to the users using the Knowledge Base.
 Updating the users about the action plan
 Responsible for the lifecycle of the incident.
 Walk customer through problem-solving process.
 Install, modify, and repair computer hardware and software.
 Clean up computers.
 Run diagnostic programs to resolve problems.
 Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
 Install computer peripherals for users.
 Follow up with customers to ensure issue has been resolved.
 Gain feedback from customers about computer usage.
 Run reports to determine malfunctions that continues to occur.
 CBK Project from 2014 to till now
 Helping clients with regards to technical issues with our widgets.
-Answering questions from customers and prospective customers about the features and capabilities of our widgets.
-Documentation for our website on an as-needed basis.
-Communicating customer needs to our engineering staff.
-Solving internet issues of protocols such as SSH, FTP, SFTP & HTTP
-To use diagnostic tools such as trace route
-Setup and run servers
-Provided functional and technical support, troubleshooting and diagnosing hardware and software problems
-Deploy and configuring PCs, Workstations and Laptops.
-Outlook configurations and support.

Help Desk Staff Communication engineer at elico

• Egypt - Cairo
• January 2011 to August 2013

 Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
 Respond to queries either in person or over the phone.
 Responsible for recording/logging all incidents and service requests using BMC Software, categorizing them based on priorities and for deciding on the action to be taken on each incident.
 Provide quick solutions/workarounds to the users using the Knowledge Base.
 Updating the users about the action plan
 Responsible for the lifecycle of the incident.
 Walk customer through problem-solving process.
 Install, modify, and repair computer hardware and software.
 Clean up computers.
 Run diagnostic programs to resolve problems.
 Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
 Install computer peripherals for users.
 Follow up with customers to ensure issue has been resolved.
 Gain feedback from customers about computer usage.
 Run reports to determine malfunctions that continues to occur