Curriculum Vitae

Mahmoud Ahmed Ali Atallah

Address: Doha, Qatar

Mobile: 30303478

Email: acpex7@r.postjobfree.com

Date of Birth: 1st Dec. 1989

Marital Status: Single

Gender: Male

Nationality: Egyptian

Summary:

Experience of working in the field of IT networking and Server

Solutions / Customer Services & Support / Call Center System

Management / Office Management / E-Marketing / Google AdSense /

Affiliate Marketing Commission / SEO.

Work Experience:

Qatar Foundation as IT Support Engineer

June 2014 - Present QSTP, Doha, Qatar

Work Description:

Responsible for monitoring and supporting the computer systems and networks

of an organization. Diagnose and solve technical and applications problems,

either over the phone or in person. Also assist with other

infrastructure/network projects and support the service desk team.

. Troubleshooting and problem solving on infrastructure and business

applications, using a ticketing based system including face to face

and over phone.

. Assist and advice users in finding the best suitable solution for

their needs. This relates to choice of systems, best working

practices, integration of systems, etc.

. During problem escalations, act as a liaison between end users and

Tier 2 support.

. Setting up new users' accounts and profiles and dealing with password

issues.

. Set up laptops and other IT equipment for new starters, including

mobile phones and tablets, printers.

. Install, maintain and administer hardware and software components of

system support.

. Establish standards to establish and configure entire desktop plus

mobile computers.

. Maintain and assist setting up Video conferences (both internal and

with customers).

. Analyze and suggest changes to test, mission and mobile computing

environments.

. Supporting users and distributing Operating Systems and application

through SCCM.

. Responsible for performing customer support activities involving the

installation, modification, and repair of complex equipment and

systems.

. Submit Engineering Change Proposal (ECPs) as needed for system

enhancements, upgrades, and fixes.

. Represents the company in a customer support role and is responsible

for customer's satisfaction with equipment and servicing.

. Provide troubleshooting and technical support via face to face, phone,

web based tools and email to end users to help set up systems or

resolve issues.

Wasla Contact Center as Helpdesk Representative

November 2012 - February 2014 Egypt

Work Description:

This project was part of sales department at Vodafone, It was depends on

the IT Voice Service, Network Service and System Service.

. Responsible to solve all the problems, whether voice or network or

System, if the problem is greater than my specialty and I cannot solve

it, Escalate This Issue to Specialist Team.

. Responsible for third-level support for all server related issues.

. Participated in complete system builds, upgrades, migrations,

deployments.

. Implemented security policy and virus protection.

. Added and removed server roles and features.

. Installed, configured, and provide troubleshooting for Server 2008.

. Administered change management related to server upgrades and software

installation.

. Prepared and maintained documentation of technologies, standards and

procedures.

. Configured AD Domain Services roles And network infrastructure roles.

. Created images for various divisions for all desktops and laptops

using Ghost.

. Responsible for creating, testing PC images using Image Centre and

Ghost.

* Servers and Systems That I Was Support.

. Microsoft and Administration System.

Active Directory DC, Exchange, DHCP, DNS, ISA, TMG, Fileserver, Kaspersky,

VPN, Xen Citrix Virtualization Servers.

. Creating And Edit ISA server rules.

. Troubleshooting Some ISA System Problems.

. Create And Edit Domain OU, Users and groups.

. Troubleshooting Some DHCP System Problems.

. Deploy Kaspersky On Machines Using Kasper Server.

. Customize the folders security in the sharing server.

. Create Folder And Give Permissions to Users On Fileserver.

. Maintaining the office network and over 250 connected PCs.

. Deploy and Troubleshooting Virtual Machines on Xen Server.

. Use Mailing And Manage Engine As Ticketing System To Receive Issues.

. Handling & Maintaining network computer system & the communications

between its parts.

. Providing instant maintenance to all the kinds of Printers (Laser &

Inkjet), plotters, scanners ... etc.

. Establishing network and routing configuration and switching

configuration.

. Voice System

Aheeva, Asterisk, I-Listen, Mitel PBX, Elastix, Recording Servers.

. Create And Edit Aheeva And Elastix Users.

. Export Daily Reports Form I-Listen Server.

. Export Weekly Calls Form Recording Servers.

. Troubleshooting Some Aheeva System Problems.

. Configure Hard Phone ( IP-Phone, Digital Phones ).

. Configure Softphone ( Starephone App, XLite App, Zoiper App ).

. Technical Support.

(PCs, Laptops, Mac Books, Work Centers, Printers, Fingerprint

Machine, Panasonic Telephones system)

. BEST PERFORMANCE AWARD:

. Best Performance Award for Customer Support & Relation September

2013 by Wasla ( Vodafone Outsource Company )

Etisal International Co as IT Support Specialist

September 2011 - October 2012 Egypt

Work Description:

Respond to requests for technical assistance in person, via phone,

electronically

Diagnose and resolve technical hardware and software issues

Follow standard help desk procedures

Identify and escalate situations requiring urgent attention

Education

o Degree: Bachelor of Commerce (Management Information Systems

Department)

19 Graduation year: 2011

o University: El-Obour Academy for engineering And Technology

Graduation Project:

o Hospital Accounting Software

o Evaluation: Excellent

o Supervisor: Dr. Rajab Abu Enein

Technical Courses:

. MCITP Enterprise Administrator ( Certification Number : D933-4918

)

. MCSA 2012 Windows Server 2012 Solutions Associate

. MCTS Microsoft Certified Technology Specialist.

. VCP5-DCV VMware Data Center Virtualization

. Exchange 2013 Microsoft Exchange Server 2013.

. TMG 2010 Forefront Threat Management Gateway

. CCNAX 200-120 Cisco Certified Network Associate

. ICDL International Computer Driving License.

. English Conversation Course From ( Not Courses ).

Specialties:

. Windows Server 2008

. Active Directory

. File Servers

. Exchange Connectivity

. ISA Server

. Computer Hardware Troubleshooting

. Virtual Server

. Citrix Administrator

. Server Management

. DNS administration

. Microsoft Technologies

Skills

Personal Skills:

. Work under pressure.

. Self - motivated. Leadership ability

. Very good communication skills.

. Finding ways to solving problems.

. Self-motivation.

. Team Work - Leadership.

Technical Skills:

. Extensive experience in installation, administration and networking

in various environments.

. Active Directory Services, Active Directory (GPO), (GPMC), DHCP,

WINS, and DNS.

. Utilized Install Shield Scripting to package software for application

deployment.

. Successful project and technical team leader and motivator.

. Excellent at dealing with computer applications and searching the

Internet.

. Extremely familiar with Excel, Access, Power Point and Microsoft

Word.

. Excellent Troubleshooting (Hardware and Software).

. IIS - Internet Information service

. Kaspersky - Anti Virus Administration servers

. Virtualization - VMWare - Citrix Xen Server

. DHCP. Dynamic Host Configuration Protocol

. ISA 2006. ISA server management 2006

. TMG 2010. Forefront Threat Management Gateway

. Exchange 2013. Microsoft Exchange Server 2013.

. VPN. Virtual private network

. Outlook issues and troubleshooting

. Microsoft Backup Management

. IP Cameras Installation

. Printer Support issues and troubleshooting

. Web Sites Design & Adobe Photoshop

. AdSense/ E-Marketing / SEO

Language Skills:

. Arabic: BASIC Language

. English: Very Good of both written and spoken English

Hobbies:

. Horse Riding

. travelling

. Music

. Computer & Internet

References and books:

. CompTIA Network+ Certification Study Guide, Fourth Edition

. CompTIA A+ Certification Study Guide, Fourth Edition

. Certified Ethical Hacker - CEH v7

. Hacking For Beginners - a beginner's guide for learning ethical

hacking.

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