Desktop Support Active Directory

Mohamed Elgamal

LinkedIn: http://www.linkedin.com/in/mielgamal

*********@*****.*** 312-***-****

SUMMARY

Strong Technical Support offers a wealth of knowledge, methodologies and the ability to lead a

technical support team. Twenty years experience in the industry has given me the opportunity

to support, maintain and work with numerous types of technologies including desktop

hardware, software, network and server support. Recognized and awarded for outstanding

performance, excellent customer service, influential work habits and leadership skills. Always

maintaining a high standard of work ethics, and possess the ability to communicate effectively

with both technical and non technical customers.

EXPERIENCE

1/2009 Present

IT Service Desk Level 3, Jr. Systems Administrator Sterigenics, Oak Brook, IL

Responsible for maintaining a wide array of systems as well as providing Level 2 and 3

desktop, hardware/software and network support for over 2400 employees globally. I also

manage an SCCM environment including application packaging and deployment, collection

maintenance, OS imaging and driver packaging as well as advanced troubleshooting.

Furthermore, general duties include vendor management, IT procurement, creating and

maintaining documentation and providing user training.

• Perform on site and remote analysis, diagnosis, and resolution of complex desktop and

network issues while implementing corrective solutions as needed.

• Manage file shares and their associated permissions. Perform regular AD security audits

and maintain accurate documentation of access.

• Highly skilled in Active directory management, maintenance and advanced

troubleshooting.

• Provide personalized and after hours Executive Management support.

• Manage/monitor daily tape and disk backups. Ensuring data integrity and redundancy via

routine test data restoration and performing data restoration as needed.

• Daily monitoring and remediation of security incidents (virus/malware/spam/phishing) and

addressing potential vulnerabilites.

• Create, Manage and troubleshoot Exchange Online (Office 365) mailboxes via powershell

and admin console.

• Well versed in SCCM application packaging and deployment as well as creating and

maintaining user and device collections. Additionally, I'm in charge of configuring and

deploying OS images and task sequences along with their associated driver packages.

• Implement procedures to improve overall technical support.

• Recruit and interview helpdesk and desktop support staff. Supervise and train global

support team on establishing priorities, operational procedures and troubleshooting

techniques.

• Assist the IT Director in developing and managing short and long term tactical and

strategic support initiatives to meet the operational and continuity needs of the

organization.

1/2007 1/2009

Junior System Administrator APP Pharmaceuticals, Schaumburg, IL

At APP I was in charge of delivering Level 1, 2 and 3 support for Network, Desktop and Laptop

related issues as well as supporting various applications including but not limited to Microsoft

Windows 2000 & XP platforms, Microsoft Office Suites, Cisco VPN, Citrix based applications

and MS Exchange.

• Installed, configured and maintained workstations and associated hardware and software.

• Managed Active Directory objects user accounts, devices, distribution lists, security

groups.

• Level 3 support. Identifed, logged and resolved technical problems with software, hardware

and network systems.

• Incident monitoring and metrics. Regular review of service delivery objectives with

analysts.

• Delivered efficient and precise solutions via remote connect applications (VNC,

Teamviewer, Dameware, RDP).

• I was responsible for creating and maintaining a central knowledge base of all company

applications, installation procedures and software issue resolutions.

• Ensured Service Level Agreements (SLA) were met while also meeting client satisfaction.

Worked with IT Senior Management in the development of short and long term Help Desk

goals.

6/2004 7/2006

Jr. System Administrator ACS Healthcare Solutions, Dearborn, MI

At ACS my job duties included desktop and laptop configuration and level 2 and 3 support,

data backup and migration as well as general hardware and software troubleshooting

implemented through a Citrix based ticketing system, phone support, various software tools

and remote desktop applications.

• Managed company desktop and laptop imaging via Norton Ghost.

• Security administration and user provisioning implemented through Active Directory, Citrix

and McKesson software packages as well as proprietary applications employed at various

medical centers.

• Provided level 2 support to an array of software applications including but not limited to

Windows Server 2003, Exchange Server 2003, Lotus Notes, Microsoft Windows and MS

Office Suites, Citrix Applications, eTrust Management Software, Symantec AV and

various Cisco products.

• Administered and maintained an efficient Active Directory Structure that reflected HIPAA

security policies which led us to successfully pass numerous FDA and external security

audits.

• Provided efficient solutions to complex end user issues.

6/2002 5/2004

Desktop Support Specialist Woodworth Inc., Southfield, MI

I provided technical support along with configuring and maintaining computer

hardware/software and customizing the systems to meet the specific needs of the

employees. Moreover, I trained end users on all new software and hardware installations. I

also assisted the network engineer with LAN and server issues.

• Configured and maintained custom built workstations to meet needs of employees.

• Provided Level 2 computer hardware/software and network support.

• Assisted IT Manager in preparing, maintaining, and upholding procedures for logging,

reporting, and monitoring desktop operations.

• Researched hardware and software and applicability to organizational environment.

• Collaborated with vendors to evaulate new technology and provide recommendations to

management.

5/1997 5/2002

Desktop Support Engineer Champion's Cellular Warehouse, Eastpointe, MI

Provided technical support for hardware and software related issues. Furthermore, I assisted

the Network Administrator in configuring the LAN and all the necessary hardware and

software.

• Analyzed and addressed computer related issues while providing timely resolutions.

• Built, configured and maintained workstations, peripherals and printers related to desktop

infrastructure in accordance with company standards.

• Maintained inventory of all hardware and software assets.

• Conducted audits for unlicensed software.

EDUCATION

5/2002

6/1997

Information Systems Management Wayne State University. Detroit, MI

H.S. Diploma Lamphere High School

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