Mohamed Ahmed
Service Desk Analyst at CTC Group- Claim this Profile
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English Limited working proficiency
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Arabic Native or bilingual proficiency
Topline Score
Bio
Credentials
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Google IT Support
GoogleMar, 2022- Nov, 2024 -
Certified Network Security Specialist
ICSI (International CyberSecurity Institute), UKMay, 2020- Nov, 2024 -
NSE 1 Network Security Associate
FortinetJan, 2022- Nov, 2024 -
NSE 3 Network Security Associate
FortinetJan, 2022- Nov, 2024 -
Cyber Security Foundation - CSFPC
CertiProfApr, 2021- Nov, 2024 -
NSE2 Network Security Associate
FortinetApr, 2020- Nov, 2024 -
Oracle Cloud Infrastructure Foundation Associate
Oracle
Experience
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CTC Group
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Sudan
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International Trade and Development
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200 - 300 Employee
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Service Desk Analyst
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Jan 2021 - Present
* Manage and troubleshoot Microsoft Exchange Server and other windows servers. * Provide technical support to end users via phone, email, and in person. * Manage virtualization servers (VMware, vSphire, Citrix). * Resolve IT incidents and problems in a timely and efficient manner. * Troubleshoot all IT-related equipment such as PCs, wireless handheld devices, thin clients, printers, and other end-user devices. * Maintain and configure Firewalls and proxy servers. * Diagnoses and troubleshooting computers and network hardware's, analyzes problems, identifies appropriate resources, tests proposed fixes, and follows up to ensure problems are resolved. * Manage and maintain antivirus server. * Manage active directory (users' creation, modification and password reset) * Worked on migration process of a legacy on-premises application to Azure. * Install patches and updates to endpoints and servers by (Manage-engine Endpoint Central) * Manage endpoint and install patches and updates when released * Backup and restore data using (Veem, Backup exec) Show less
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MAPDO
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Khartoum, Sudan
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Technical Support Engineer
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Jan 2019 - Dec 2020
* Served as first point of contact for end-users seeking technical support via various channels, including phone, email, ticketing system, or in-person. * Managed windows exchange server. * Resolved hardware, software, network, and other IT-related issues faced by end- users * Handled password reset requests and assisted with user account management * Assisted with software installations, updates, and patches for standard business applications * Helped users with setup, configuration, and basic maintenance of desktops, laptops, printers, and other peripherals * Provided remote support to end-users * Accurately recorded and maintained detailed documentation of support requests, troubleshooting steps, and solutions provided * Escalated complex technical issues to higher-level IT support teams or vendors as needed Show less
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