Senior Support Engineer
Microsoft Egypt
Total years of experience :15 years, 11 Months
Client Management:
1- Answer Employees questions and requests through the ticketing system by mail, in person or via phone for all company-supported applications.
2- Escalating bugs, major and global problems to the highest specialized supporting teams. 3-Troubleshoot and resolve all of the Hardware and Software issues that's fall in under my scope and permissions.
4-Contacts and Supervise Maintenance agencies for Hardware support & maintenance. 5-Communication between staff and the IT departments to resolve a global IT issues.
6-Document resolutions on ticketing software for future reference.
7-Provide recommendations on company application purchases and spare part change.
8-Perform maintenance programs following company’s Maintenance plans and vendor standards. 9- Provide on-the-job training to new departmental staff members.
10-Provide orientation & consultants to company's staff.
11- Provide and user - support, resolving technical issues and provides technical assistance for all Operating systems.
Server Management:
1-Managing, operating, configuring and supporting Windows Server 2012, 2008R2, 2008.
2-Troubleshooting and resolving unexpected errors appeared.
3- Resolving technical issues and provides technical assistance for all Windows server Operating systems.
4-Provide remote support through phone or end-user via phone.
5-Escalating bugs, major and global problems to the highest specialized supporting teams. 6-Implements, installs, configures, operate, monitors, troubleshoots, and evaluates existing and new windows server operating systems.
Hardware Maintenance:
1- Installing, operating, upgrading and decommissioning all of running servers and network devices.
2-Checking, troubleshooting and diagnosing all of servers and laptops.
3-Communicating with the vendors for getting all of needed spare parts and repairing the hard issues. Engage with the Global Networks Operations Team to resolve all of the corp network issues and delivering them the new projects
1- Operating, configuring, designing & managing three branches, each branch six labs. Total 500 PC's.
2- Planning, designing, implementing, installing, configuring, managing and operating all of the windows servers and clients based on the needed requirements for each lap.
3- Applying the needed polices on each lab & deploying the required application.
4- Customizing especial windows images for each lab, due to the lab requirements.
5- Managing, operating & maintaining the network Environment and Infrastructure.
6- Monitoring and issuing reporting monthly reports for the computer Systems and network behavior.
7- Troubleshooting system and network Problems, diagnosing, and solving hardware/software faults on the operating system, and replacing parts as required.
8- Firewall administration and overall responsibility for Company IT security.
9- Perform the related duties as assigned
1- Supports and maintains the core network and all components supporting all business locations, major companies, schools, services and third party connections.
2- Administer and monitor LAN \ WAN network switches, routers and physical environment.
3- Develop, implement and oversee policies and procedures to ensure consistent network services, uptime, regulatory compliance and data protection.
4- Racking and installing LAN/WAN hardware.
5- Perform firmware upgrades on all network devices.
6- Provide capacity planning, performance analysis, and develop data disaster recovery plans for the network environment.
7- Perform on-site and remote technical support.
8- Assists in the organization and inventory of all hardware and software resources.
9- Maintains excellent communication with the Director of IT Operations on all projects.
10- Creates and maintains good technical documentation.
11- Responsible for completing all assigned support desk tickets per established SLA’s Availability for after hour and weekend support .
12- Performs other duties as assigned.
13- Supporting over 2000 client to solve their DSL problems through phone calls and escalating their issues.