IT Technical Support Engineer

• Aug 2019 - Present

•Carry out first line support for all aspects of the Commission’s IT infrastructure on all sites in person via remote connection. •Carry out faultfinding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Operations Manager (Services) or other relevant resources. •Monitor and check backups and backup routines to provide security of the data held. •Maintaining up to date Antivirus levels on all machines company-wide “Trend Micro”. •Provides support to the IT Operations Manager (Services). •Represents the department where required. •Administrate windows server 2016 roles and features (DNS, DHCP, Fail-over cluster, Load balance). •Administrate Active directory Domain service for updating and monitoring user accounts, Group policy management, Updating and monitoring IT user accounts. •Administrate Exchange server 2010 “Manage mailboxes, Transport rules, DAG, HUB, CAS”. •Configure SCCM system center service manager “create and solve incidents within SLA”. Show less

IT Service Desk Engineer

• Jan 2019 - Aug 2019

• Monitoring and maintaining computer systems and network. • Talking staff/clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues. • Troubleshooting system and network problems, diagnosing, and solving hardware/software faults. • Providing support, including procedural documentation and relevant reports. • Providing detailed description of the problem and escalating the case through Remedy System. • Log all IT incidents reported to Helpdesk on Remedy to meet the ITIL standards, qualify and try to resolve them over the phone remotely. • Forward & track trouble tickets to other IT support teams when required and in a reasonable time. • Manage user accounts, Internet access& Access to other resource. Show less

Field Operations Specialist

• May 2018 - Dec 2018

Regional Field Operation Engineer Responsible for Installation and Maintenance ADSL& VDSL Lines in Upper Egypt Region Regional Field Operation Engineer Responsible for Installation and Maintenance ADSL& VDSL Lines in Upper Egypt Region

Technical Support Specialist

• Sep 2016 - May 2018

- Apply ADSL service presentation and installation for new customers. - Handle customer requests and inquires. - Solve customer’s technical complains in professional way. - Meet customer needs and satisfaction. - Prepare and report the daily CSO activities. - Escalate general / repeated complains and offer potential solutions. - Communicate / escalate to other departments in order to solve technical complains. - Apply standard and advanced CPE configuration - Apply ADSL service presentation and installation for new customers. - Handle customer requests and inquires. - Solve customer’s technical complains in professional way. - Meet customer needs and satisfaction. - Prepare and report the daily CSO activities. - Escalate general / repeated complains and offer potential solutions. - Communicate / escalate to other departments in order to solve technical complains. - Apply standard and advanced CPE configuration

Operation &Technical Engineer

• Jun 2016 - Sep 2016

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Respond to queries either in person or over the phone. • Maintain daily performance of computer systems. • Respond to email messages for customers seeking help. • Ask questions to determine nature of problem. • Walk customer through problem-solving process. • Install, modify, and repair computer hardware and software. • Clean up computers. • Run diagnostic programs to resolve problems. • Follow up with another teams to solve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other system . • Install computer peripherals for users. • Follow up with customers to ensure issue has been resolved. Show less

Helpdesk Engineer

• Jan 2016 - Jun 2016

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Write training manuals. Train computer users. Maintain daily performance of computer systems. Respond to email messages for customers seeking help. Ask questions to determine nature of problem. Walk customer through problem-solving process. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install computer peripherals for users. Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. Show less

IT Instructor

• May 2015 - Nov 2015

Technical Support

• Jul 2014 - Oct 2014