IT Engineer
BMW Group
Total years of experience :10 years, 4 Months
• Responsible for IT Support in Alex Sites and in coordinating all IT services for Alex.
• Provide on Site End-user support for all IT related issues.
• Install, maintain & troubleshoot Client OS (Windows 7, 8.1 & Windows 10).
• Administrate MS SCCM 2012 (Configuration Manager, Operation Manager & Service Manager).
• Troubleshoot all infrastructure services (LAN, WAN, DHCP, DNS, Ex-change, VPN & WSUS).
• Managing Users, Computers and groups on Active directory and updating it consequently.
• Managing Group policies and users permissions, updating and monitoring.
• Act as a SPOC for IT teams on site & responsible to resolve/assign IT incidents within agreed SLAs.
• Responsible for monitoring & maintenance of the site Data Center (Cisco Routers/Switches, Fortinet Firewalls, Physical & Virtual Servers).
• Updating IT Assets and revising it on Asset Manager.
• Communicating with the suppliers and vendors for any IT request, and following up the requests with the purchase department.
• Maintain, monitor and troubleshoot district physical and virtual server infrastructure.
• Maintain, monitor and troubleshoot district Windows server environment.
• Maintain monitor and troubleshoot district network based services: File and Print services, Email, Active Directory, and DHCP/DNS/WDS.
• Maintain, monitor, and troubleshoot district messaging and meeting systems.
• Configure, maintain, monitor, and troubleshoot district document imaging solution.
• Configure, maintain, monitor, and troubleshoot windows software deployments.
• Monitor and troubleshoot district door and security access system.
• Provide helpdesk support and resolve problems to the Vodafone’s international advisors and ECCO Staff.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Monitor Service Desk tool for tickets assigned to the queue and process first-in first-out based on priority.
• Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilize and maintain the helpdesk tracking software.
• Document internal procedures.
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Assist with onboarding of new users.
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
• Install, test and configure new workstations, peripheral equipment and software.
• Maintain inventory of all equipment, software and software licenses.
• Report issues to the Service Desk for escalation.
• Manage PC setup and deployment for new employees using standard hardware, images and software.
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries for Hospital Staff
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and track changes
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users ·
• Route problems to internal 2nd and 3rd level IT support staff. ·
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Alexandria University - Faculty Of Science • Computer Science Major / Chemistry Minor • CGPA: 2.6 (B-) • Graduated on 2013.