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Technical Support Customer Service

Location:
Calgary, Alberta, Canada
Posted:
February 16, 2018

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Resume:

NAEIM ELSABAGH

**** ********* **** **

Calgary, AB, T2K 4A1

403-***-**** ac4h3u@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Performance-focused IT Network/Helpdesk support with extensive business and technical experience, emphasizing in network administration and application support .Extensive support in all LAN/WAN topologies, network administration; E-Mail and Internet systems; PC and mainframe environment. Proficient in Windows-based environments, the Internet, and utility applications. Strong working knowledge of Telecommunications Products and Services. Able to clearly understand problems and find positive solutions through the use of troubleshooting, problem-solving, teaming and communication skills.

• Works well independently, and in a team setting, providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.

• In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing End-User Help Desk Support.

• Proficient in identify and resolve technical issues and concerns.

• Excellent communication and presentation capabilities.

• Extensive experience, providing computer help-desk support via telephone and email communications.

• Expert in performing diagnostics and troubleshooting of system issues documented help desk tickets/resolutions and maintained equipment inventory lists.

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

COURSES AND CERTIFICATIONS

Level 1 IT Support

Active Directory,DNS, DHCP, Ethernet,Firewalls, VPN

OSI model, TCP/IP protocol suite

Cisco Switches & Routers

Ericsson SO-EM/OSS

Microsoft Server 2012 installation and configuration

Remedy Ticketing System

LAN & WAN administration

IP Networking

A+ / Network+

Windows XP, 7, 8, 10

Introduction to Voice over IP

Virtualization/ Clouding/Office 365

CCENT (Cisco Certified Entry Networking Technician)

PROFESSIONAL EXPERIENCE

Help Desk Tier1 (Practicum) Global Edge Systems & Wireless, Calgary, AB Jan 2017 - July 2017

Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system.

Providing technical support for VOIP, DHCP, DNS, VPN, desktop, laptops, printers and peripheral devices and numerous software’s and applications

Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider.

Answering phone calls and creating work ticket for my fellow engineers, using ticketing system, also troubleshooting issues that the end users are having

Responded to incoming technical requests in a timely manner and assisted customers by providing first level support. Responsible for the day-to-day troubleshooting of end-user issue.

Maintain trouble-ticket system (Connect wise) to record and track user calls and e-mails and Assigning tickets to the appropriate resolver groups.

Responsible for checking network system audit logs on a daily basis and escalate abnormal activities to admin.

Maintain excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills.

Analyze and monitor the existing network for efficiency and effectiveness, including server performance.

Answering phone calls and creating work ticket for my fellow engineers, using ticketing system, also troubleshooting issues that the end users are having

Install hardware, software and device drivers on standalone computers including configuring networks including LAN/WAN, Cat5/6 Cable.

Maintain excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills.

Analyze and monitor the existing network for efficiency and effectiveness, including server performance.

NOC Technical Support, Ericsson AB, Dubai, UAE 2008-2015

•Diagnosed and resolved technical Network hardware and software issues. Answering phone calls and creating work ticket Level 3 engineers.

•Responded to escalations for technical support for customer (MW/IP) network, ensuring that fault alarms are identified, investigated and resolved within the SLA.

•Acted as a liaison with Helpdesk providing support in areas such as Infrastructure Operations, Systems Engineering, IT NOC, and Security escalations and outages.

•Created tickets and documented all troubleshooting in the electronic incident management system (RTTS).

•Managed, deployed, and coordinated the work with field engineers and dispatched staff to job sites.

•Efficiently used ticketing systems to provide 24/7 issue resolution.

•Provided technical expertise to resolve escalation to different Problem Management teams (on-call engineers when needed) in line with company procedure and case/incident excellence.

•Automated server errors, and audit logs and perform system backups/restores.

•Resolved service performance issues on-time using phone/email consultation.

•Accountable for management of O&M Ericsson Microwave Links for DCN Visibility, Traffic Routing, Packet Links, XPIC link, RSL, LOS, Interferences, HW faulty, loop tests, SWBL up gradation, link budget, VLANs, SFP's, LAN /switch/WAN ports, hanging, etc.

•Managed and resolved major outages due to transmission failures and coordinated and checked end to end communication paths (SDH/PDH/MPLS/GPON) with all concerned entities.

Help Desk Support, Orange Business Services, Cairo, Egypt 2005-2007

•Performed hardware and software support, and installation including technical troubleshooting, PC and Windows maintenance, and network administration.

•Provided after hours Network and PC support for high priority issues.

•Coordinated, Implemented and ensured seamless, error-free and end-to-end delivery of all IP services (Pure IPVPN bandwidth changes) within the committed customer due Target Delivery Date (TDD), while providing both internal and external customers with full visibility.

•Managed Chassis Swaps / Module Installation / Upgrades and downgrades for all types of protocols / NAS Backup installation / Relocations of customers’ sites / Ports allocation/ Circuit testing.

•Supported Frame Relay, ATM, X25, LAN, VPN and inter-networking technologies.

•Provided support for worldwide communications with all entities involved in customer IP service migrations.

ACADEMIC QUALIFICATIONS

Diploma in Computers and Networks Systems, Evergreen College, Calgary, AB, Canada, Feb 2017.

Diploma in Networks Engineering, triOS College, Mississauga, ON, Canada, Jan 2004.

Bachelor in Electronics and Communications Engineering, AAST University, Alexandria, Egypt, March 2000.

ACHIEVEMENTS AND PROJECT EXPERIENCE

• Recognized for assembly and troubleshooting 50 computers Desktop and 12 Laptop hardware components, exceeding SLA timing.

• Recognized for creating and troubleshooting network and computer related issues in a Domain Labs management environment.

• Wrote several papers on managing, configuring and troubleshooting network switches, routers, etc. Including Cisco router and switches like CISCO 1941-SEC, CISCO1841 Integrated Services Router, CISCO WS-C3750G, CISCO 2960 switches, by performing a lot of related Labs.

Reference available upon request



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