Mohamed NASR-ELDEEN EL-QASSABE

ITIL, CEH, CCNA, MCSE, MTA & MCP

Address: Abu Dhabi.

Main Contact Number: +971-**-***-****

Alternate Contact Number: +2-010-***-*****

E-Mail: ad2mc4@r.postjobfree.com

Visa Status: Employment Visa.

Career Objectives

Looking for a challenging role in a reputable organization to utilize my technical, Leadership, and management skills for the growth of the organization as well as to enhance my knowledge about new and emerging trends in the IT sector.

WORK EXPERIENCE

June 2021 – current.

IT Support Engineer.

Abu Dhabi Social Support Authority (ADSSA), (Abu Dhabi).

On-Site Support activities:

oDeployment and configuring of Dell, Lenovo computers and Laptops, AVAYA Telephones, Printers and other IT equipment for computer accessibility of all authorized employees.

oProvide support for MAC, PC, mobile, phone, tablets, printer, scanner and VOIP configuration.

oCreating OS image for different model of computers with company standard licensed applications for mass deployment.

oSupport different security solutions such as Antivirus, Anti-Malware and Anti-Spam “Trend Micro”.

oSupport Different OS such as windows XP, 7,8,10,11, other Microsoft products and MAC, android, IOS, Mobile Device management, MS Intune, Apple Platform Deployment, O365 Administrator/ VLSC portal.

oImplementing Digital Signage solution such as Novisign and X-Sign Ben-Q

Across the company.

oUndertake regular system testing/adaptation/installations to ensure hardware and software is maintained and documented.

oResponsible in all Meeting rooms Support, Creating Auto booking system using EVOKO Panel, Recommending long term elegant/useful solution for AV system such as Projectors and video wall screens.

oCreate IT awareness contents including video tips.

oInstall, set up and support authorized software such office365 apps and Active Directory Administration” User ID creation/deletion, Creating OU, Group Policy, MFA, conditional policies, password unlock/Reset, etc.”, VPN, cisco any connect, SCCM tools.

oSupport file servers, OneDrive, print servers, Active directory tasks, Email services.

oEnsures that security upgrades and patches are applied and kept up to date on all workstations

oParticipate in internal office relocation including desk phones

oMaintain Company mailbox including archiving mailboxes

oSet up new users and disable expired accounts in accordance with HR requirements/ requests.

oProvide mobile, phone, tablets and VOIP configuration and support.

oTroubleshooting L1 networking and connection issues.

oCarry out ad-Hoc requests as and when required, supporting a wide customer base either through phone, emails, Jira or CRM.

oPerforms general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment.

oWork to SLA thresholds for incident(s), request(s) and problem(s).

oNotify the users on the ticket with information on who is working on the ticket and the status of the ticket.

oExperience in configuring, managing, and troubleshooting with remote desktop tools such as TeamViewer, ANYDesk, Microsoft Remote Desktop “RDC and MSRA”, LogMeIn, Teams, etc.

Asset Management:

oManage, Plan, maintain and optimise the corporate asset lifecycle.

oCollaborate in the planning, maintenance, and optimization of hardware assets and configuration items across the organization.

oEnsure accurate records of hardware assets by monitoring and overseeing their lifecycle.

oEnsure my team’s consistent and accurate updates to the CMDB.

oManaging IT assets and software licenses Using ITAM tool such FAsoft & Jira-native asset management tool, barcoding, updating them on the asset system, following up and making its annual inventory.

oEnsures all software purchased licenses are recorded and maintained.

oMonitoring materials, workforce, tools, equipment and supplies.

oManage the asset classification and have up to date track of all assets

oProvide visibility of cost, calculate asset depreciation cost and running cost

oReconcile data between FAsoft and Jira to maintain data accuracy.

oEnsure the recording and inclusion of End users’ assets (e.g., Access Points, video walls) in the Jira records.

oConduct daily audits of asset movements and weekly stock verifications to ensure record accuracy.

oWorking with asset management systems and tracking technologies.

oRunning and analysing inventories of all assets.

oLiaising with suppliers to obtain the best price for assets.

oEnsuring financial records are up-to-date and accurate.

oReporting on finance and forecasting budgets Provide reports as and requested by the management.

Improvement & Upgrades:

oRecommend changes to improve the equipment performance and suggest hardware, software requirements related to such changes can be introduced.

oDeveloping and preparing service improvement plans to address identified gaps.

oParticipate in the documentation of IT incident resolution processes.

July 2019 – May 2021.

IT Support Engineer.

Roads & Transport Authority (RTA), (Dubai).

oSupporting RTA users with capacity of over 5000 users including VIP users.

oResponding to client support requests/incidents (P1 to P4 Tickets) through BMC remedy.

oTroubleshooting hardware (Laptops, PCs, workstations, docking stations, scanners, printers, AV Systems and MFPs) and software (MS office products, VPN, Antivirus, Adobe, Autodesk, Citrix) issues.

oInstalling, maintaining hardware and computer peripherals.

oInstalling, upgrading operating systems and computer software.

oAntivirus installation to all devices and rotationally security scan procedure.

oEnsures that security upgrades and patches are applied and kept up to date on all devices and scan for viruses due to requests from security team.

oPerform any hardware movement including PCs, scanners, printers, and phones with updating inventory “CMDB” and assets database.

oEnrolled in projects Such as (windows 10 upgrade, new Desktop deployment, laptops replacement, laptop distribution for all RTA Users at pre COVID-19 lockdown- preparing new meeting rooms- supporting diff events all over RTA branches in UAE).

oSupport users from home or from RTA site through COVID-19 lockdown Time.

oTroubleshooting L1 networking and connection issues.

oAdvising on software or hardware upgrades.

oProviding basic training in computer operation and management.

oContacting clients to find out the nature of the problem through phone, emails, MS Teams and WebEx.

oRemote support using different types of tools such as “RDC, MSRA, Teams, ANYDESK, TeamViewer”

oProvide basic Infrastructure and systems administration support by acting as an extension of the backline teams (i.e., Network, Application, System Admin Teams, etc.)

oAssist in office relocations, expansions, and densifications in home office and remote locations

oAsk targeted questions to diagnose problems, guide users with simple, step-by-step instructions.

oTest alternative pathways until you resolve an issue.

ovisit client’s location or connecting via remote link.

oDirect unresolved issues to the next level of support personally.

oCompleting job reports and ordering supplies.

oFollow up with clients to ensure their systems are functional.

oMaintaining good client relations.

oHelp create technical documentation and manuals.

oAdhere to RTA policies as per corporate manuals and directives.

oSupported other Locations outside RTA Site if requested.

oSupport VIP users, VIP occasions and meetings.

April 2017 – June 2019.

Sr IT Desktop Support Engineer.

Sheikh Khalifa Medical City - SEHA, (Abu Dhabi).

oProvide Tier I and II support for desktops, network printing, and supported software to over of 1000 users, customer, medical staff and patients.

oBuild/image IT equipment, manage assets, inventory of hardware, and deploy to end users.

oMaintain the company's IT hardware asset register, monitoring and ordering stock.

oSupport different types of printers (zebra printers, multifunction printers “HP and Ricoh”).

oProvide Support to pcs (HP, DELL), portable pcs and laptops.

oProvide support to different types of scanners (card, emirates ID scanners).

oProvides guidance on installation, configuration, maintenance, and support of systems within SKMC Corporate level.

oAssist in basic network patch cable changes under the direction of the Infrastructure Team and replacement of faulty network cables using ready-made cables from stock

oProvide basic Infrastructure and systems administration support by acting as an extension of the backline teams (i.e., Network, Application, System Admin Teams, etc)

oEnrolled in projects Such as (windows 10 upgrade, Outpatient pharmacy Movement and support, printers upgrade, new PC’s replacement).

oPerform any hardware movement including PCs, docking stations, scanners, printers, and phones with updating inventory.

oMaintained user, group, and computer accounts.

oLead SKMC service desk team for 6 months.

oReviewing and testing new software and hardware with documentation.

oTroubleshooting business technical problems in Android and Windows mobile phones.

oGuiding customers on how and why the problems cropped up and methods to resolve them.

oPrepared, sorted, and attended problem tickets.

oReceived "outstanding" ratings on performance reviews each Month, with top marks in teamwork, customer service, communication skills and technical problem-solving.

oWork to SLA thresholds for incident(s), request(s) and problem(s).

oHandle continual service improvement process within SKMC.

December 2015 – Feb 2017

IT System admin and support.

Mondelēz International, (Dubai).

oInvolved in areas such as the Data Centre, SCCM, Active Directory (Local/roaming profiles - Security groups - Shared Folder access - Roaming profiles/Local profiles).

oInvolved in areas Biometric, CCTV, AV Systems, Meeting Room, Cisco TP units, Avaya EPBAX, docking stations, Printer, Scanner, Fax, Multi-Function devices.

oInvolved in areas as Desktop and Laptop’s (installation-configuration–hardware “fix/replace”).

oInvolved in areas such as Networks (Install-Patching-repair/fix).

oProviding support/Installation for operating systems as Windows (98 / 2000 / XP / Vista/ 7/ 8 / Windows Server 2003, 2008, 2012), Macintosh and software.

oProvided Technical Support to more than 600 customers and guests using ticketing tool (BMC Remedy), Remote desktop troubleshooting, E-mails, Telephone, Instant Messaging tools (MS Lync), skype for business, outlook, and Team Viewer.

oMaintaining asset management for all the issued laptops, Desktops, and maintaining the inventory for old laptops in local inventory and update it in AVS.

oAdministering and managing HP backup solution with Networker software.

oPrepare documents, meeting materials, Software installation Manual and correspondence.

oActed as smart hands, eyes, and feet to work with external support teams in areas.

oProviding technical support to all GCC Customers (Including Middle East, EEMEA).

oTroubleshooting on Cisco VPN & Symantec Validation and ID protection service (VIP).

oScanning the machines for virus detection using McAfee virus scan and installation of EPO agent.

oTroubleshooting the machines & Hard disk, which encrypted with McAfee Encryption.

oGiving support to Android, Blackberry, Apple phone & iPad.

oTesting and evaluating new technology.

April 2014 - November 2015

Remote Site Technical Support Engineer

Noor, (Egypt).

oProviding 24 x 7 x 365 support for critical systems to achieve the required SLAs.

oLogging all relevant Incident, Service Request and Change Request.

oInvolved in assisting with the receipt and management (Laptops and Desktops) of onsite stock, spares, requesting purchase of assets and updating.

oClosing all resolved Incidents and Service Requests.

oCommunication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

oPerform Customer quality check visits.

oExperienced in systems software, hardware, OS installations, remote desktop troubleshooting, VPN, LAN, WAN, Switches, Network Attached Storage (NAS), Outlook 2007, 2010, Macintosh, Windows, and Linux OS.

oProvided Technical Support to customers using ticketing tools HP Service Manager, E-mails, Telephone, and Instant Messaging tools (MS Lync).

oDesign, Install, Configure, Integrate, Test and Maintain CCTV systems.

oActed as smart hands, eyes and feet to work with external support teams in areas

oManage standard desktop software and hardware configuration.

oEscalate incidents and problems within and to external parties (vendors, suppliers, telco’s, network operators, etc.) as necessary.

oHandling Remote support using an incident management tool and following ITIL best practices methods while solving day to day incidents and fulfilling service requests

oTroubleshooting & fixing desktop / laptop OS, docking stations, e-mail client, printer / scanner, print queue related issues.

October 2011 - March 2014

Reserved officer- Communication Engineer

Egyptian Armed Forces, (Egypt).

oProviding 24 x 7 x 365 support for critical systems.

oDesign, Install, Configure, Integrate, Test and Maintain CCTV systems.

oInstall/fix Telecom Devices to guarantee high connectivity.

oFix/install Cables and wires used for connectivity.

oMake sure that premises are secured properly (Physically and logically).

oMonitor system performance, network communication.

oUpdate system as soon as new version of OS and application software comes out.

oImplement the policies for the use of the computer system and network.

oTechnical environment (Military Communication Devices, Telecom Devices, Network Devices (access points, Switches and Routers), Network Security Devices (Firewalls), Cables, Wires and Connections, Bio-metric Devices (Fingerprint and Iris), Securing premises Devices (Alarms, CCTV, IP Cameras), Meeting rooms installation/preparations, Windows, open-source OS (Linux-Unix), HP ProLiant servers, Sound Systems).

International Certifications

Credential

Certification / Version

The Information Technology Infrastructure Library (ITIL)

4

Certified Ethical Hacker

8

Cisco Certified Network Associate

CCNA Routing and Switching

Certified Implementing Cisco IP Routing

CCNP Routing and Switching

Microsoft Certified Solutions Expert

Server Infrastructure

Microsoft Certified Solutions Expert

Private Cloud

Microsoft Certified Solutions Associate

Windows Server 2012

Microsoft Certified Solutions Associate

Office 365

Microsoft Technology Associate

Security Fundamentals

Microsoft Technology Associate

Networking Fundamentals

Academic Qualifications

oPre-Master, Electronics Communication Engineering, Mansoura University, 2015.

oPostgraduate diploma, Electronics Communication Engineering, Mansoura University, 2013.

oBachelor, Electronics and Communications Engineering, Mansoura University, 2011.

Graduation Project

Title

Implementation of wireless USB modem using FPGA

Category

4th Generation System

Grade

Excellent

Sponsors

Electronics and Communications Engineer Collage, Mansoura University

Supervisors

Prof. Dr. Mohamed Abd Alzim

CASE Tools

The control S/W is programmed using VHDL & MATLAB

Training

oPMP, ITIL CDS, COBIT® 2019 Foundation.

oITIL V4 Foundation “Udemy, Wipro limited, HCL”.

oExperience and knowledge of Jira, ServiceNow, ManageEngine, HPSM, Avanti, and BMC Remedy.

oCompTIA A+ / Network+ / Security+.

oIntroduction to Network and Principles of Telecommunication.

oIntroduction to Programming Using MATLAB.

oCode of business Ethics and conduct (COBEC) from HCL.

oThe Anti-Bribery and Anti-corruption (ABAC) from HCL.

oThe Critical Role of IT Support Staff in Healthcare from Johns Hopkins University.

oDigital Signage Software Like MVIX.

oOffice 365 products.

Languages

oArabic: Native.

oEnglish: Professional working proficiency.

Skills

oAbility to meet deadlines successfully maintaining the quality of work.

oExcellent project and time management skills and able to work to strict deadlines.

oAbility to work in a group and under pressure.

oAbility to handle multiple tasks at one time.

oExcellent time management and communication skills.

oStrong analytical and problem-solving skills.

oCapacity to teach others.

Personal Data

oDate of birth: 5 June 1989.

oReligion: Muslim.

oNationality: Egyptian.

oMarital Status: Married.

oMilitary Status: Completed.

oDriving License: UAE License.

References: Available upon request

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