System Engineer
Al-Hassan Ghazi Ibrahim Shaker Company
Total des années d'expérience :7 years, 4 Mois
System, Network administration and Team leader for support team Nov 2021- Jun 2022
Al-Hassan Ghazi Ibrahim Shaker Company
• Provide technical support for Genesys users and agents (Call Center).
• Configuration and implementation Genesys Cloud CX Collaborate, Communicate and Contact Center by admin user interface.
• Very good experience in agent user interface.
• Configuration Hardware edge server.
• Configuration of SIP trunks, WebRTC and remote phones.
• Investigate the quality of voice and data loss on the network and media gateways.
• perform root cause analysis for system outages.
• Working experience of Contact Center Technologies (IVR, workflow for survey)
• Opening cases with Genesys support includes describing issues, collecting logs and providing all required information.
• Configure and customize reports for customers.
• Providing training for contact Center supervisors and agents for any new update occurring in Genesys CX.
• Responsible for day-to-day AD duties including Creating, modifying, and deleting user accounts, groups, computer accounts, organizational units (OUs), and other objects in the directory service database.
• Helping end users with issues related to their accounts or computers and troubleshooting technical problems.
• Designing and implementing security policies on active directory.
• Response about end-user back solutions like BigMIND.
• Manage and responsible for day-to-day Exchange 365 duties including users accounts, mailboxes, mailboxes, mailbox quotas, permissions, recovery email... etc.
• Administer anti-spam, anti-virus, email content filtering and exchange rules.
• Providing support for mobile devices that use Office 365, including Android phones and iPhones.
• Providing support for end-users in issues related to Microsoft 365 like E1, E3 and E.
• Creating reports about the usage of Office 365 for management.
• resolve issues related to print server software and consult with vendor (XEROX) to assist in some issues.
• Implementation, design and monitoring Optisigns Digital Signage (screens management).
• Admin the network infrastructure consults with networking outsource company to assist in some issues.
• Responsible for day-to-day duties VoIP phones and CUCM Cisco server and solve some issue related to CUCM.
• Responsible for creating all reports related to key risk indicator (KRI) for the risk department.
• Responsible forfingerprint Server.
• Lead of IT team (for all Saudi Arabia Regions) on a technical level in troubleshooting complex Windows hardware, software, and connectivity issues.
• Hardware and software maintenance (Computer, Printers)
• Install windows, antivirus and all applications that users need.
Providing online and onsite support for business users. ensures that applications meet business requirements and systems goals.
• Providing training on applications for business users.
(Products distributor for P&G and Almarai company).
Managed Domain Controllers and win server 2008. Implemented and configured DHCP, DNS, VPN connections. Configured file server to storage. Deal with backup tasks Configured mail server by implementing exchange server 2007. Made configurations for PDA devices and troubleshooted all problems for PDA hardware and software. Configuring SQL server 2012.
Instructor for (N+ and ICDL)
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