Experience

Protera

• United States
• Information Technology & Services
• 100 - 200 Employee

• Cloud Operations Engineer

  • Jan 2022 - Present

  • Proficiently manage and provide support for Microsoft Azure, Amazon AWS, and VMware infrastructure. • Offer operational assistance for Windows and Linux Server Platforms. • Install and upgrade infrastructure as needed. • Apply regular Operating Systems patches to troubleshoot problems. • Preserve supportability and enforce security measures. • Aid in maintaining backups and related data protection procedures. • Proactively guarantee maximum uptime for mission-critical infrastructure. • Collaborate with vendors and other IT staff to identify and resolve problems. • Provide mentoring and assistance to other team members. Show less



Optasia

• United Arab Emirates
• Financial Services
• 100 - 200 Employee

• Network Operations Center Engineer

  • May 2021 - Jan 2022

  • Acted as the primary escalation point for critical/major events. • Efficiently managed critical incidents and outage bridges. • Assessed the nature and severity of problems promptly to determine appropriate response, collaborating with various support organizations to provide that response. • Troubleshot network, software, connectivity, and interconnected systems issues to resolve problems promptly. • Reported on the status of network, company, and third-party systems health, escalating instabilities to responsible teams as needed. • Worked with engaged support teams to reduce the duration and severity of customer impact and/or loss of services during major incidents and outages. • Updated and closed trouble tickets as required to monitor incident resolution progress. • Tracked all issues until resolved, maintaining effective communication between end-users, technology resources, and management. • Developed support documentation, Run Books/Knowledge Base articles for major NOC processes and procedures. • Provided training and support for other team members. • Mentored and coached NOC Engineers. • Proactively identified ways to improve and streamline processes. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Apple Support

  • Sep 2020 - May 2021

  • Provided technical support for the EMEA region through telephone communication, successfully troubleshooting and resolving technical issues. • Coordinated with 3rd party vendors to escalate complex issues and ensured prompt resolution. • Exhibited a strong commitment to customer satisfaction by diligently following up until final resolution was agreed upon. • Provided technical support for the EMEA region through telephone communication, successfully troubleshooting and resolving technical issues. • Coordinated with 3rd party vendors to escalate complex issues and ensured prompt resolution. • Exhibited a strong commitment to customer satisfaction by diligently following up until final resolution was agreed upon.



CME

• Lebanon
• IT Services and IT Consulting
• 300 - 400 Employee

• Information Technology Help Desk Support

  • Aug 2020 - Aug 2020

  • Collaborated closely with American customers to provide support and install new products. • Received calls from vendors to install and configure new products for one of the largest supermarket chains in the US. • Remotely examined issues and offered solutions in a timely manner. • Received consistent praise for effective communication skills when acting as a liaison between technical and non-technical users. • Collaborated closely with American customers to provide support and install new products. • Received calls from vendors to install and configure new products for one of the largest supermarket chains in the US. • Remotely examined issues and offered solutions in a timely manner. • Received consistent praise for effective communication skills when acting as a liaison between technical and non-technical users.



Consolidated Contractors Company

• Greece
• Construction
• 700 & Above Employee

• • Feb 2019 - Dec 2019

  • Managed antivirus patches, software deployments, and Windows updates for over 600 computers.• Oversaw backup and restore operations using Symantec Backup Exec 20.4 (on-premise).• Provided high-level end-user support for escalated issues and inquiries.

• • Jan 2014 - Feb 2019

  • Managed troubleshooting, installations, and tuning of SCCM 2012 infrastructure for over 7,000 computers.• Coordinated the installation and maintenance of all systems within a client's digital environment.• Built, configured, and troubleshot server and desktop hardware.• Ensured accurate data storage, full availability, and backup integrity.• Implemented anti-spam and virus protection for company email systems.

• • Jan 2011 - Jan 2014

  • Engaged with end-users to assess software/hardware requirements and provided timely support.• Supervised and directed other IT staff, including technicians.• Collaborated with other departments, organizations, and IT staff to drive project completion.• Created and managed user accounts on company servers, and executed necessary backups to ensure the security and update of company systems.



E-Medlinks

• System Administrator

  • Jul 2010 - Oct 2010

  • Installed and configured new computers, as well as a Windows Server 2003 computer. • Designed and implemented the network infrastructure to meet business requirements. • Planned the order of computer parts and network devices to ensure seamless installation and functionality. • Installed and configured new computers, as well as a Windows Server 2003 computer. • Designed and implemented the network infrastructure to meet business requirements. • Planned the order of computer parts and network devices to ensure seamless installation and functionality.



ma.ven.s (Management & Venture Synergy MAVENS)

• Lebanon
• Business Consulting and Services
• 1 - 100 Employee

• System Administrator

  • Jan 2010 - Jun 2010

  • Successfully managed the migration to Microsoft CRM system, including transitioning CVs to the new system. • Configured and maintained the Microsoft Dynamics CRM system, including modifying forms and workflows to meet business requirements. • Planned and implemented a backup system for data using a 3rd party application on the server to ensure data security and minimize loss in case of failure. • Designed and optimized processes for the flow of information between the server and CRM, ensuring efficient input and output of data. • Improved the performance and reliability of the server to enhance overall system efficiency. • Conducted research on various business applications to meet specific business requirements. • Managed and maintained a server and 5 computers in the office, handling various IT tasks. Show less



Lebanese International University

• Lebanon
• Higher Education
• 700 & Above Employee

• Computer Lab Assistant

  • Jan 2006 - Jan 2010

  Provided technical support and assistance to lab users, including software installation and printer configuration. Provided technical support and assistance to lab users, including software installation and printer configuration.