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Technical Support Help Desk

Location:
Cairo Governorate, Egypt
Posted:
November 12, 2017

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Mohamed Hassan Farid

Address: ** ***** ** ****** ** – 7th zone Nasr city Cairo, Egypt.

ac29qy@r.postjobfree.com• Mobile +201200944448

Background Summary

Under administrative direction, directs, manages, supervises and coordinates the activities and operations of the Information Technology Division within the Company including hardware, software, Virtualization, and computer systems; identifies, recommends, develops, implements, and supports cost-effective technology solutions for all aspects of the organization.

The new challenges stimulate me to learn with happiness the new responsibilities, I will be able to handle on this long road to the success.

Professional Work Experience

Sr. IT Support III ( 2/ 2007 to present)

Responsibilities:

-Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.

-Implement, Maintain and monitor computer systems to meet the organization's current and future requirements .

-Responsible for day-to-day system administration, including management of internal network, Microsoft Active Directory (AD) .

-Monitor and identify performance issues proactively .

-Work within strict time frames and elevate incidents within defined timeframes .

-Test all changes to networks, hardware, software, and applications .

-work with various vendors and service providers to ensure productive environment .

-Maintain the necessary project plans and documentation of all system builds and modifications .

- Maintain a good working knowledge of current infrastructure and future trends .

-Works closely with the IT Team to ensure a timely, robust and comprehensive service transition process.

-Manage Servers Hardware..

-Administered the network and computer systems, including the creation, deletion, and maintenance of user accounts.

-Works with the Service Desk team to set SLA criteria for the availability and performance of the IT infrastructure.

-Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools.

-Installs and supports new and existing servers and network infrastructure.

-Conducts testing and analysis of all components of network and server infrastructure components.

-Point of sale computers Maintenance & Technical Support for invoices printers, labels tags printers, bar-codes readers and UPS.

-Solve and maintain The Call center and the sites problems.

British American tobacco IS&T Support ( out sourced from global knowledge ) (April 2006 to 2007)

-Supported the corporate IT Infrastructure.

-Analyzing problems/situations, understanding problem impact on client business.

-Applying problem solving techniques and providing best practices to prevent problems from re-occurring.

-Monitored and tracked Server’s and PC’s Issues over Sites.

-Provided support in implementing and managing Microsoft products .

-Administered the network and computer systems, including the creation, deletion, and maintenance of user accounts.

-Manage Servers Hardware.

-Deployed and managed Symantec backup Exec 2010 .

-Administered networks using VPN Connection,VPN Tunnel and MPLS technology.

-Point of sale computers Maintenance & Technical Support for invoices printers, labels tags printers, bar-codes readers and UPS.

-Solve and maintain The Call center and the branches problems.

Competencies and Experience:

-Solid technical background in infrastructure networks, hardware, software and telecommunications

- Experience with incident ticketing systems, and workstation management systems

- Good knowledge of security as it relates to cloud based infrastructure

-Experience using automated monitoring tools

-Ability to identify incident trends in order to elevate incidents in accordance with standard protocols

- Able to gather relevant information systematically to troubleshoot and resolve issues

-Ability to work in a team environment

- Good analytical, problem solving and decision making skills

- Good attention to detail, testing and documentation

-Proven ability to work in a cloud based or hosting environment

-Ability to maintain good working relationships with third party service providers and vendors

- Strong oral and written communication skills

Courses Attended & Certificates

-Microsoft Certified MCSA (Certified )

-Microsoft Certified MCP (Certified )

-Microsoft Certified IT Solutions Expert

-Microsoft Certified IT Professional (MCITP)

-Microsoft Certified System Engineer ( MCSE )

-CCNA Cisco Certified Network associate

-Cloud Essentials

-Data Center Design Expert

-ITIL foundation

Education

Bachelor in business administration English – university : Modern Academy in Maadi - 2002



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