omnyea gamal

it support specialist at IT

• United Arab Emirates - Abu Dhabi
• My current job since August 2018

IT ON-SITE SUPPORT 06/2020 to Current
Smart Technology, Al Fujairah UAE
Serve as the first point of contact for walk-in Students and Teachers seeking technical
assistance.
Analyze and resolve end-user hardware and software computer problems in a timely
and accurate fashion.
Troubleshoot hardware and software issues in person, remotely, and via phone.
Properly escalate unresolved queries to the up level of support.
Follow-up and update customer status and information.
Verify functionality of hardware and software components.
Administer and support network operations.
IT SYSTEM ADMINISTRATOR 06/2019 to 05/2020
Global Vision Consultancy - Abu Dhabi, UAE
Monitoring system performance to ensure everything runs smoothly and securely.
New accounts set-up
Google console Administration.
Run reports on system performance for the Chromebooks.
Troubleshoot technical issues for MDM solutions.
Create, implement, develop the expertise to train staff on new technologies and training
new staff.
Troubleshoot issues and outages for Chrome OS and Windows OS.
Researching and recommending new approaches to improve the computer system.
Documenting any processes which employees need to follow in order to successfully
work within our computing system.
SERVICE DESK SPECIALIST 07/2018 to 06/2019
Global Vision Consultancy - Abu Dhabi, UAE
Serve as the focal point of contact for walk-in or phone call customers seeking
technical assistance.
Utilize excellent customer service skills and exceed customers' expectations.
Identifies, and resolves end-user hardware and software computer problems in a timely
and accurate fashion.
Troubleshoot hardware and software issues in person, remotely, and via phone.
Properly escalate unresolved queries to the next level of support.
Follow-up and update customer status and information
Coordinate and follow up the resolution for open/pending incidents.
Maintain tickets response time, SLAs & OLAs.
Ensure proper recording, documentation, and closure.
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• to