Yahia Fouda

- Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, instructing customers regarding software or hardware functionality
- Determines the most effective manner to resolve client's technical issue. Engages in research and in depth troubleshooting to resolve technical issues.
- Records required customer and problem information in the Call Ticket System. Updates tickets with appropriate entries of activities, and closes tickets with resolution entered upon completion of the job.
- Resolves Level 1 Tickets. Escalate complex and/or high priority problems to the appropriate support groups for resolution.
- Building and maintaining good service relation with customers.
- Delivers, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
- Diagnoses and resolves end-user network or local printer problems.
- Provide support for IP Phone issue.
- Add, remove, or update user account information and reset passwords in active directory.

- Providing technical support for all IT equipment (PCs, Laptops, Cisco IP Phones, Network devices).
- Managing McAfee Web Gateway.
- Configuration of Cisco Switches VTP and VLans.
- Installing and configuring computer hardware operating systems and applications.
- Monitoring and maintaining computer systems and networks; talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
- Setting up new users' accounts and profiles and dealing with password issues.
- Testing and evaluating new equipment, systems and applications.
- Diagnose hardware and software problems and replace defective components.
- Ensure that the network infrastructure is up and running.
- Add, remove, or update user account information and reset passwords.
- Assist with IT tasks related to office moves, build outs and relocations.
Additional Projects:
- Monitoring and support in the implementation of McAfee Web Gateway.
- Monitoring and support in the implementation of McAfee Web Reporter.

Responsible for providing technical solutions for Enterprise ADSL and Prodsl service technical issues.