Sali Abuelgasim Hag Ali Ahmed Ahmed

• Work on Help Desk tickets that come in via phone or email
• Server-side support- working with Windows Server, VMware
• Desktop support - working with Windows XP, Vista and Windows 7,
• Monitor and manage system alerts and notifications, and respond accordingly through service tickets
• Support technical issues involving Microsoft’s core business applications and operating systems
• Escalate unresolved issues to the 3rd Level support.
• Installation and configuration of workstations
• Advance technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Install and configuration of a variety of Line of Business Applications
• Proactively monitor storage, servers performance, capacity and hardware healthy
• Prepare active and resolved incidents
• Update Help Desk Knowledge Base

Supporting and logging high value customer’s financial and technical inquires and complaints related to their mobile phones and devices, SIM cards, USBs, IPTVs, landlines and internet over fiber optics and copper networks… Either for home customers or business
• Troubleshooting LAN and Wireless Networks
• Configuring Mails
• Installing and configuring computer and home routers systems
• Diagnosing and solving hardware/software faults

• Providing administrative and secretarial support.
• Receiving and distributing mail and correspondence; gathering data and compiling various reports for management.
• Conducting projects and assignments; photocopying materials; maintaining files; ordering supplies.
• Helping Top Management in designing strategies and plans.
• Support manager in formulating their plans and communicating them among different levels.
• Troubleshooting LAN and Wireless Network
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Conducting technical diagnosis and performs specialized repairs decisions on a variety of electronics and home appliances
• Diagnose problems, assess the extent of the problem, document findings, make decisions to repair the product and/or replace parts
• Immediately and accurately process paperwork and perform data entry upon completion of each job
• Pre-screen next day service calls by obtaining necessary information to help diagnose problem prior to scheduling the onsite visit
• Meet or exceed company metrics (customer satisfaction, fix right first time, revisits, parts management)