IT support

Hosni Mohamed Eldib

International City, Dubai, UAE

Mob: +971*********

WhatsApp: +974********

*****.******@*****.***

https://www.linkedin.com/in/hosnieldib/

Career Objective

A challenging career opportunity in the field of Information Technology where my experience, Courses, Training, interpersonal skills can be applied and further enhanced in Help Desk support role.

Career related Experience

2017 – Aug 2019

2011 – 2017

2009 - 2011

Technical support, service desk Vodafone (outsource) Qatar Doha

Provided technical support to callers by researching and answering communications questions, resolving problems, providing resources.

Duties and Responsibilities:

Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.

Established service by walking callers through new installations and configurations.

Improved caller capabilities by providing additional documentation; recommending training courses.

Maintained help desk database by entering caller statistics, inquiries, and responses

Improved help desk results by recommending changes in information and processing.

Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

IT Support Thuraya Star Qatar Doha

Support and maintenance of computer Hardware and Software in addition to supporting all mobile devices Software and small networks systems, customer service assistance, Provided technical support for users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.

Duties and Responsibilities:

Provided IT support to non-technical personnel

Managed call flow and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous and straightforward manner.

Demonstrated professionalism and courtesy with customers at all times.

Identified and solved technical issues with a variety of diagnostic tools.

Created cases and Followed up with clients to ensure optimal customer satisfaction

Conducted research to address customer concerns.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Provided coaching and consultation to new hires.

Support Microsoft servers, support Cisco routers, switches, Mac

IT help desk, TE DATA Egypt

Completed work using Remedy Software ticketing application to log-in calls and

creating work tickets

Duties and Responsibilities:

Networking and internet connectivity issues, Active Directory, and password resets.

Supported Windows operating systems XP, 7, 10 and Microsoft Office Applications.

Resolved various technical problems ranging from PC’s, hardware, software, network printers, LAN.

Providing technical support over the phone to all IT users

Installing and configuring computer systems

Diagnosing and solving hardware/software faults

Operating Cisco routers and LAN switches configuration and troubleshooting

Area of Expertise

Network Support

Computer Installation /Setup /DSL /Broadband/ Wireless Routers, switches, servers, Printers, scanner, fiber optics system

Citrix and xen desktop help desk support

SCCM

Windows XP, windows 7, windows8, and windows 10

windows server

BMC Remedy

service desk plus

HP Service Manager

Service Now

System Center Configuration Manager

Cisco operating systems

Mac OS, Linux

IOS, android

Training

2018

World cup 2022 organizer Supreme Committee for Delivery & Legacy Qatar

Courses & Certificates

2020

2018

2017

2017

2015

2014

2014

Foundation of Project Management Coventry University London

The Internet of Things Kings college London

IT for business success HP

Customer relation management (CRM) HP

IT for business success HP

Intel certified Retail associate

CCNA. Cisco network associate

MCSA Microsoft server associate

Microsoft specialist Server Virtualization with Hyper-V and System Center

Egypt telecom certificate in modern fiber optic network systems

CompTIA Network +

A+ CompTIA IT certification

ITIL V3

Skills

Computer:

Languages:

Interpersonal:

MS Office (Word, Excel, PowerPoint, Outlook, Access), team viewer, Virus Software/Symantec, acorn’s true image

Arabic: Mother tongue.

English: Fluent (spoken, written and listening).

Communication, Teamwork, Customer Service, Problem Solving, Time Management

Multi-tasking, Leadership, Professionalism, Decision-Making, Continuous Learning

Follow-Up, Commitment, Innovation, Managing Work, Influence

Personal Data

Marital status:

Gender:

Membership:

Nationality:

Single

Male

Irish computer society

Egyptian

Visa Stats: Visiting Visa

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