Total Years of Experience: 13 Years, 5 Months
August 2022
To Present
Senior IT specialist
at International Group
Location :
Palestine - Ramallah and Al Bireh
1. Managing users, Groups in ACTIVE directory (win server) and Microsoft AZUR .
2. Using Microsoft 365 for all users in terms of EMAILs, SharePoint and Teams .
3. Configuration of new user’s remote desktop Software
4. Support (RDP login/password, Email, and Access in general VOIP system administration (Create extensions, configure call queues, set after-hours standby number, etc.)
5. Active Directory administration in terms of creating and managing users
6. Using Microsoft 365 to create users credentials to configure outlook emails and install Microsoft office at user’s PC’s
7. Identifying PC issues and resolving it whether it is a software or hardware
8. Install the print server for the employment and map drive the shared folder
9. Using team viewer or Remote desktop to access the user’s PC remotely
10. Installing and configuring network printers, scanners, OS and other required devices.
11. Using VMWARE to monitor the servers’ performance
2. Using Microsoft 365 for all users in terms of EMAILs, SharePoint and Teams .
3. Configuration of new user’s remote desktop Software
4. Support (RDP login/password, Email, and Access in general VOIP system administration (Create extensions, configure call queues, set after-hours standby number, etc.)
5. Active Directory administration in terms of creating and managing users
6. Using Microsoft 365 to create users credentials to configure outlook emails and install Microsoft office at user’s PC’s
7. Identifying PC issues and resolving it whether it is a software or hardware
8. Install the print server for the employment and map drive the shared folder
9. Using team viewer or Remote desktop to access the user’s PC remotely
10. Installing and configuring network printers, scanners, OS and other required devices.
11. Using VMWARE to monitor the servers’ performance
August 2015
To March 2021
Team Leader - IT Technical Help Desk support
at ALHILAL Employment Services
Location :
United Arab Emirates - Dubai
1. Managing and Monitoring the daily team performance
2. Act as the escalation point to the Team
3. Reporting to my Manager the daily attendance and AHT for my Team
4. Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
5. Assist The Technical Customer Support Manager in leading and servicing remote office clients and related staff.
6. Supporting my HELPDESK team in technical issues
7. Build, implement and improve internal reporting, and other processes to optimize team productivity.
8. High level of client satisfaction
9. Overall team / client profitability
10. Coordinate with other departments for improved efficiency.
11. Provide assistance to identify and troubleshoot Windows, mail delivery and network-related problems.
12. Take lead on sensitive client issues.
2. Act as the escalation point to the Team
3. Reporting to my Manager the daily attendance and AHT for my Team
4. Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
5. Assist The Technical Customer Support Manager in leading and servicing remote office clients and related staff.
6. Supporting my HELPDESK team in technical issues
7. Build, implement and improve internal reporting, and other processes to optimize team productivity.
8. High level of client satisfaction
9. Overall team / client profitability
10. Coordinate with other departments for improved efficiency.
11. Provide assistance to identify and troubleshoot Windows, mail delivery and network-related problems.
12. Take lead on sensitive client issues.
June 2012
To August 2015
Senior IT support
at HP
Location :
United Arab Emirates - Dubai
1. Full support for IT infrastructure that related to HP laptop or desktop, servers, Workstations or printers with 3rd party routers as well
2. Connecting and installing the Printers to networks by wireless or cables and share it with other users in the company
3. Setting up servers and connect them inside the company and install the required Services and roles
4. Analyzing and troubleshooting the problem in networks, PCS, laptops, connection, internet support ..
5. Creating users and computers with credentials and link it to domains and set the roles for it by Active Directory services
6. Analyzing the problem if it is Hardware or Software and troubleshoot
7. Using the CRM to communicate with the staff
8. Configuring Outlook emails for the staff , back up emails if it is required and train them how to use it
9. Solving software issues like Performance, slow browsing, blue screens, not booting errors, backing up data, system imaging …
10. Using PC doctor tools to diagnose the Laptops and Desktops
11. Replacing the required parts: HDD, RAM, Wlan card, ..
12. Testing after repairing.
2. Connecting and installing the Printers to networks by wireless or cables and share it with other users in the company
3. Setting up servers and connect them inside the company and install the required Services and roles
4. Analyzing and troubleshooting the problem in networks, PCS, laptops, connection, internet support ..
5. Creating users and computers with credentials and link it to domains and set the roles for it by Active Directory services
6. Analyzing the problem if it is Hardware or Software and troubleshoot
7. Using the CRM to communicate with the staff
8. Configuring Outlook emails for the staff , back up emails if it is required and train them how to use it
9. Solving software issues like Performance, slow browsing, blue screens, not booting errors, backing up data, system imaging …
10. Using PC doctor tools to diagnose the Laptops and Desktops
11. Replacing the required parts: HDD, RAM, Wlan card, ..
12. Testing after repairing.
December 2009
To May 2012
Technical Support Help Desk
at Etisalat
Location :
United Arab Emirates - Dubai
1. Receiving all the technical complain from all Etisalat offices in UAE.
2. Accusing remotely to the employment PC using REMOTE DESKTOP
3. Analyzing the technical problem and troubleshoot it and escalated to concern department.
4. Using ticketing system to log a ticket and escalated to the concern Department
5. Linking the PC with our domain and set it up the username and computer name for him.
6. Download required applications and make it ready to use from the server
7. Install the print server for the employment and map drive the shared folders
8. Using PWER SHELL commands to install and control the programs
9. Configuring the outlook emails on PCS and smart phones as well.
10. Giving a technical support remotely to check what's the problem exactly
11. Trying to solve the problem remotely or by the phone.
12. Report to Technical support / officers, daily report about network status and outages
13. Report to Tire 3 Engineers about daily Network outrages.
2. Accusing remotely to the employment PC using REMOTE DESKTOP
3. Analyzing the technical problem and troubleshoot it and escalated to concern department.
4. Using ticketing system to log a ticket and escalated to the concern Department
5. Linking the PC with our domain and set it up the username and computer name for him.
6. Download required applications and make it ready to use from the server
7. Install the print server for the employment and map drive the shared folders
8. Using PWER SHELL commands to install and control the programs
9. Configuring the outlook emails on PCS and smart phones as well.
10. Giving a technical support remotely to check what's the problem exactly
11. Trying to solve the problem remotely or by the phone.
12. Report to Technical support / officers, daily report about network status and outages
13. Report to Tire 3 Engineers about daily Network outrages.
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