Technical Support Technician

ALAA ELDIN M IBRAHIM

**** ***** ******** ****.

Mississauga, ON CA

Postal Code L5M 0P4

Cell: +1-647-***-****

Email: *********@*******.***

OBJECTIVE

Technical support experience with diverse experienced in telecommunication and computers.

PROFESSIONAL EXPERIENCE

-Provide 24-hour Network Health surveillance and Knowledge of Alarm monitoring tools like I2000 & M2000, Net boss-XT, (EMC Smarts Global Console), (Ericsson-Multi Mediation).

-Performed Patch Update & configuration changes for VAS Service nodes.

-Preparing Daily KPI & Alarm Report for VAS Products.

-Involved in performing daily & weekly health check of VAS servers.

-Performed implementing, testing & ATP for new VAS systems.

-Troubleshooting of VAS System issues & escalated to vendor.

-Diagnosing and resolving Customer Care Complaints.

-Load Bulk Message in Bulkster Application, Batch and SIM card in SEIBEL Application.

-Troubleshooting Network issues.

-Weekly Tapes Backup library system.

-Monthly Bank process.

-Performing IT Billing in ZAIN Telecom with SEIBEL Application.

-Create XML process to print all contracts.

-Review and general cleanup of Ticket queue. (Remedy Application).

-Ensure timely resolution to trouble tickets & follow up with customers via e-mails or phone calls...

-Provided onsite technical support to Zain employees, third-parties within ZAIN Telecom & Branches, and provide support for more junior technicians

-Maintained and perform advanced troubleshooting for Cash Machines and Kiosks, and provide support for more junior technicians

-Performed new installations, shifting activities and setups for PC's, Laptops & peripherals

-Monitor and supervise the usage of the equipment within the hardware inventories (PCs, peripherals, LAN equipment, consumables)

-Share knowledge, and coach and mentor more junior co-workers

-Compliancy with company Internal/External Quality & audit checks

-To perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies, and to report any information/physical security breaches or incidents to the supervisor/manager immediately.

-Performed basic onsite network setup and configuration

-Provide basic front-end (help desk) IT support to internal and external clients of ZAIN’s IT department.

-Store, manage and inventory for future internal use by ZAIN, the equipment within the hardware inventories (PCs, peripherals, LAN equipment, consumables,

-Designed and implement computer networks.

-Administrated the company local servers (internet server – database and financial server).

-Took care of customers’ software and hardware network problems and trouble shooting.

-Followed up the problems and contact the products vendor's technical team.

-Took care about new computers preparation and customer satisfaction.

-Followed up maintenance contracts.

-Leaded team of technical Engineers in the workshop to solve any system problems.

-Contacted with the vendor for any assistance needed regarding their products...

EDUCATION

University of Helwan

B.Sc., Mechanical Power Engineering, May 1996

TECHNICAL TRAINING

-MS Supporting Users Running the Microsoft Windows XP Operating System Course #2261

-MS Supporting Users Running Applications on a Microsoft Windows XP Operating System Course #2262

-MS Implementing and Supporting Microsoft Windows XP professional Course#2272

-Remote Installation Services Deployment WORKSHOP

-MS Office Specialist master Level

-Network+

-Outlook 2003 Level 1+2 (Customized)

-Interconnecting’s Cisco Network Devices (ICND) v2.3 2

-MS Installing and Configuring the Windows Vista Operating system #5115

-MS Certified Desktop Support Technician (MCDST).

-Red Hat System Administration I,II,III (RH124, RH134, RH254)

-Net Act Advanced Monitor 7 User Training (Nokia Solutions and Networks) & Managing Alarms. (NSN).

WORK HISTORY

July 2014 – June 2019 MTC (Zain)

Mobile Telecommunication Co. – Kuwait - Kuwait

NOC OPERATION PROFESSIONAL

Jan, 2013 – June 2014 MTC (Zain)

Mobile Telecommunication Co. – Kuwait - Kuwait

SENIOR SERVICE DESK (HELPDESK)

July 2004 – Dec, 2012 MTC (Zain)

Mobile Telecommunication Co. – Kuwait - Kuwait

SENIOR TECHNICAL SUPPORT

Jan, 1999 – May 2004 ETSns (HI-TEC)

Electronic Co. for Trading & Supplies. Network Solutions – Cairo - Egypt

SENIOR TECHNICAL SUPPORT

June 1997– Dec, 1998 PC.MARKET – Giza - Egypt

TECHNICAL SUPPORT

Alaa Hamdy.

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