Technical Support Senior Engineer
Edita Food Industries
مجموع سنوات الخبرة :10 years, 4 أشهر
Supporting 1st and 2nd priority levels calls and e-mails and self-ticketing. Supporting and administrating around (1000) machine. Administrating all network printers. Supporting users remotely using Microsoft SCCM and in deploying software packages. Diagnosing any failure in: hardware, software, operating systems and applications. Hardware support for printers, monitors, desktop PCs, laptops. Maintaining high level of customer satisfaction and product quality. Providing backup software for distribution and maintenance all computers and peripherals. Solid experience in installing, configuring VMware ESXi 6.5 and administration virtual machines using the VCenter server. Solid Working Experience in Windows Server Administration and implementation(AD, DNS, DC, DHCP, Group Policy). Manage file server quota, extensions, permissions and print server. Participate in the evaluation of vendors' products and services. Management of the daily data servers backup and retrieval scheme (Veeam Backup).
BAHER EL-BAKAR TREATMENT PLANET PROJECT Cairo, Egypt
Project management including hardware, software and applications, projectors, printers, wireless access points, and other equipment as needed.
Administration and monitoring Microsoft FSRM server-antivirus server (Kaspersky)-DNS, DHCP, WDS, WSUS, Print Servers, VMware vSphere, PRTG, XDA and VEEAM. Developed and maintained clear project schedules including in-depth resource allocation plans. Provide data information training for the end users to facilitate using computer software in-house and personal.
Share knowledge with IT colleagues about new technologies and best practice for technical problems.
Managing, designing, implementing, and supporting Information Technology network infrastructure, upgrades and weekly maintenance.
Coordinated procurement procedures. Monitored all client data connection reporting any abnormalities or disruptions.
Troubleshooting and repair of network servers, routers, and cables, utilizing industry
Sokhna Port Quay Wall Extension Project - Part Time /May 2022-Till Now
Provide technical support for both hardware and software issues remotely or on site. Installing/configuring new computers, software and applications, projectors, printers, wireless access points, and other equipment as needed. Install, configure, and maintain Windows/Active Directory services implementation.
Create and verify daily shadow backups for all file server data. Setting Group policies. Administration and monitoring Microsoft FSRM server.
QNAP NAS storage management.
EL SUEZ CANAL TUNNELS PROJECT (JV OC/AC) Port said, Egypt
Deployed and managed LAN / WAN connections (ADSL, Leased Lines). Deployed and configured MS servers and services (Active Directory, DNS, File Server Management). Handling ISP problem and PRI Lines Configure ADSL connections with TE-Data. Administrate and manage the company Servers (Two Domains Controllers, Database, Kaspersky Antivirus, Backup server, Hyper-V servers, and central). Deployed and configured and managed Kaspersky Antivirus Server. Manage Backup Server using (Symantec Norton Ghost, Windows Backup Schedule, Veaam Backup). Backup status (on applicable servers) Changing group memberships. Creating user and group accounts. Monitoring server performance. Scheduling tasks for backup servers and Data Base.
Implement new innovative technologies that are capable of enhancing business
productivity or reducing expenses. Troubleshoot and handle all complex incidents within the time frame agreed with the business.
Respond to all escalations on a timely manner in line with company procedures.
Interact With a Wide Range of Customers and Technical Issues.
Provide Support via Phone, Email, Chat, or Web Requests.
Follow up on the daily operation support for all IT related operations.
Follow up on network performance and ensure minimal operational disruptions.
Document all troubleshooting and incident management. Develop and Document Workflow.
Setup and maintain Microsoft services (DNS, DHCP, Active Directory). Implement enhanced security policies on Mikrotik firewall.
Active directory Privilege (Reset password, Manage GPO). Provide helpdesk support and resolve problems to the end users. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Install, modify, and repair computer hardware and software.
Follow up with customers to ensure issue has been resolved. Administration and internal support of the Company PCs, printers, and related
equipment.
Manage PC setup and deployment for new employees using standard hardware,
images and software. Install, test and configure new workstations, peripheral equipment and software.
Tasks include end user support, license tracking, and performing PC maintenance,
upgrades and configurations.
Build trust in the company by responding efficiently and helpfully to customer needs.
Resolved customer problems and complaints by clarifying the issue, explaining the
best solution, and following up with cases.
Kept accurate records of customer interactions and corresponding cases.
Responsible for all incoming calls.
Responsible for ticketing system.
Project : Game Programming (Excellent)