shady mahmoud

• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support.
• Provide direct supervision of the technical support staff which may include:
recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• Be the point of contact when it comes to technical escalations.
• Oversaw end-user requests for IT assets and provided technical approval for asset purchases.
• Record and track team SLAs and workflows
• Manage and report on all incoming technical support inquiries.
• Monitor team performance and reports on the Ticketing System.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• The focal point between the support team and IT Manager to ensure the performance of support team.
• Generate and analysis reports of the monthly and weekly tickets of the Support Team on the Ticketing System (Manage Engine).
• Managing the technician part on all SLA related to support team.
• Managing the work flow of the daily Tickets for the Support Team.

 Responsible for diagnosing & resolving hardware, software & end users problems.
 Acting as the first point of contact for all IT & technical queries.
 Troubleshooting and configuring laptops, desktops, mobile phones, tablets, printers, scanners.
 Developing the infrastructure and systems to meet the company’s needs.
 Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.
 Network connectivity troubleshooting, ping, tracer, telnet.
 Investigate specialist and complex IT support issues.
 Configuring and managing backup & restore procedures.
 In-depth knowledge of Microsoft Dynamics AX 2012, Microsoft Windows client operating systems, XP, Vista, windows7, windows8, windows10 & Microsoft Office up to Office 2007.
 Testing and evaluating new technology.
 Avaya Site Administration application(create new extension numbers, remove extension numbers, edit extension and future)
 Active Directory users and computers (create users, computers, add employees details and password issues).

Providing Application support 1st level trouble shooting and assistance for business applications: Portal / E-Forms / Attendance / ERP / Banner / Siebel Application / RIMS /Org publisher.
Managing active directory and exchange tasks (Creating AD accounts, DL, Security groups, secondary SMTP emails and exchange tasks related to user accounts).
Provide solutions remotely using remote assistance tool (SCCM, Bomgar and TeamViewer).
Manages user accounts and resolving technical hardware and software issues.
Managing file servers, shared folders (Creating, sharing, assigning and providing access permissions).
Answer User’s calls attending Email as per SLA.

 Responsible for diagnosing & resolving hardware, software & end users problems.
 Acting as the first point of contact for all IT & technical queries.
 Developing the infrastructure and systems to meet the company’s needs.
 Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.
 Investigate specialist and complex IT support issues.
 Configuring and managing backup & restore procedures.
 In-depth knowledge of Microsoft Dynamics AX 2012, Microsoft Windows client operating systems, XP, Vista, windows7, windows8, windows10 & Microsoft Office up to Office 2007.
 Network connectivity troubleshooting, ping, tracer, telnet.
 Testing and evaluating new technology.
 Avaya Site Administration.
 Active Directory users and computers.