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Resume

Sr Technical Support, SpecialisT

SUMMARY:

  • IT professional with 10 years of network configuration experience utilizing excellent troubleshooting and analytical skills to arrive at effective and cost - saving solutions.
  • Well-organized, self-motivated, able to work well under pressure, with minimal supervision, able to meet deadlines and handle multiple projects, and adapts to diverse teams and projects. Seeking a challenging position in the field of Information Technology.

TECHNICAL SKILLS:

  • Windows Server family (SBS, 2003, 2008, 2012, 2016) and all desktop family, Confidential Active Directory, Confidential Azure, MS Exchange, Confidential Outlook and Outlook Web
  • Installing, configuring, troubleshooting routers, switches and wireless devices such as Cisco, Dell, 3Com, NetGear, and Juniper.
  • Good knowledge in DHCP, IPv6, VLAN, VPN, DNS, Domain Control, Exchange, Terminal Server, Infoblox DNS.
  • Good knowledge in network security and firewall configuration.
  • Network design & troubleshooting.
  • RJ Crimp Tool (RJ11/RJ12/RJ45) and Network tester kit.
  • Windows Migration, Server Migration, Server Monitoring, SCCM, SCOM, Services Deployment, Ticketing System  Cloud Computing Services, Citrix XenApp, VSphere Platform, MSSolve, Case Parser Pro and Bullseye monitoring queues.
  • Altiris Symantec Management Platform.
  • Linux Ubuntu and IOS.
  • PowerShell, Batch scripting.
  • Professional in trouble shooting PCs, laptops, motherboard components, solid capacitors, PCI Tester Motherboard, Disk, HDD Regenerator, Partition Magic and WDD Lifeguard.
  • Strong troubleshooting skills for hardware, software and configuration management.
  • Circuit tracing, PCI Motherboard Tester.
  • Symantec Ghost Console & Cast.
  • Interpersonal Skills
  • Customer Service.
  • Detail oriented, self critical, clear communication, ability to handle multiple tasks.
  • Strong team player and a high achiever with ability to work with competing priorities.
  • Excellent command of both written and spoken English and Arabic.

WORK EXPERIENCE:

Confidential

Sr. Technical Support Specialist

Responsibilities:

  • Support audio/visual equipment in conference rooms around the world.
  • Assist clients via Email, Chat, and Phone.
  • Use a ticketing system to dispatch local technicians to assist clients.
  • Use several monitoring tools for proactive ticketing.
  • Remotely try to resolve reported issues using a variety of tools.
  • Create, Analyze, and update Azure Log Analytics Queries, Views, and Alerts from received logs
  • Create and manage Azure Automation Runbooks
  • Provide support and for AV technicians outside of North America.

Confidential

System Engineer

Responsibilities:

  • Configured Confidential implementations and supported Exchange migration project.
  • Participated in virtualization and administration of ESX servers.
  • Provided technical assistance for deployment of Exchange and relevant software.
  • Maintained Quest Migration and developed new migrated users.
  • Installed and maintained Windows Server and Exchange tools on workstations.
  • Updated user accounts and prepared new domain accounts.
  • Implemented downloading and extraction of Exchange management tools.
  • Designed and analyzed Exchange architecture and subsystems.
  • Participated in verification of DNS and Exchange messaging systems.

Confidential

Azure App Service Support Engineer

Responsibilities:

  • Provided cloud production environment support and incident management.
  • Supported enterprise customers, partners and engineers.
  • Scoped customer’s issues and support boundaries by collecting the relevant facts.
  • Collaborated with engineering to resolve service issues and produce bug fixes, patches, and test cases.
  • Ensured support request were handled per SLAs with highest possible customer satisfaction.
  • Documented technical work and research in a detailed and comprehensive manner.
  • Maintained a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Confidential

Field Systems Specialist (Project manager)

Responsibilities:

  • Installed and provided tier-2 support for information, communication and airport related systems.
  • Ensured reported problems were resolved in a timely manner; provided follow up on all outstanding incidents until fully resolved.
  • Provided technical assistance to end-users in support of desktop computers, software and other systems.
  • Maintained accurate and detailed documentation of all supported systems and physical locations
  • Assisted peers with implementations and problem resolutions of systems for which I am responsible.
  • Provided technical assistance to companion work groups in support of projects and maintenance ensuring good inter-departmental relations.

Confidential

Customer Engineer

Responsibilities:

  • Provide installation, maintenance, and repairs on ATM & Retail store (second line maintenance) and other electromechanical equipment at various locations within an assigned territory/region
  • Verify that the site environment meets the requirements prior to installation or rollout
  • Install customer systems according to the installation plan, certify that the installation or setup of the product meets the customer's requirements
  • Perform periodic preventive maintenance routines on products
  • Perform required modular swaps and unit replacements
  • Provide onsite repair / support for Cisco and Juniper routers and switches
  • Provide onsite repair for Symantec and Quantum backup Systems.
  • Oversee hardware maintenance, installation, network management, multi-vendor maintenance, and software support.
  • Service self-checkout and registers systems within an assigned territory—with the goal of keeping the customers completely satisfied.

Confidential

Azure Support Engineer CSS

Responsibilities:

  • Cloud production environment support and incident management.
  • Provide support of Azure AD Connect and ADFS for Exchange Online and other Confidential products as they are migrated to Azure.
  • Continuous monitoring of incident queue for unassigned tickets, tracking of incidents and re-routing.
  • Engaging with customers and extracting relevant information when needed.
  • Support existing platform consisting of PowerShell, Azure and MS Exchange.
  • Ability to provide customers with timely and accurate updates.
  • Configure, administer and support cloud products and hybrid cloud environments Confidential Office 365, Confidential Apps and Confidential Azure
  • Assessed customer in configuring routers, switches, private IPs, public IPs, and VPN.
  • Technical proficiency in Windows Server/Client products, Active Directory design/deployment, DNS, DHCP with troubleshooting at the expert level within large network environments.
  • Knowledge of TCP/IP and other protocols including the use of troubleshooting tools.

Confidential

Technical Support Specialist

Responsibilities:

  • 24/7 Call center for professional help and technical support.
  • Handled a large volume of phone calls, chat and emails.
  • Provided information; answered customer inquiries about Confidential Services
  • Assessed customer bug and enhancement requests and prioritized development.
  • Responded to customer service emails in a timely and effective manner.
  • Provide mobile support and troubleshooting Android devices and Android Apps
  • Provided leadership and work guidance to less experienced agents.

Confidential

IT Support Specialist

Responsibilities:

  • Support onsite and remotely for our Clients.
  • Windows and Mac troubleshooting.
  • Desktop hardware and software installation.
  • Provide hardware maintenance for both desktop machines and laptops.
  • Troubleshoot modem and router connectivity issues.
  • I use PowerShell to write a script to run an application to hundreds or thousands of machines in the same time. (run antiviruses in all machines in the same time)
  • I use Active Directory to configure security settings or access permissions for groups or individuals.
  • I use Windows Server Migration Tools in Server Manager and Windows PowerShell. to transfer all file d Confidential, permissions, user and group accounts (including passwords) to the new Server.
  • Configure printers for network access or any other Issues and printer migration.

Confidential

Helpdesk and Network Technical Support

Responsibilities:

  • Network setup & design.
  • Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.
  • Network cabling (Cat5e \Cat6) and termination at patch panels and walls.
  • Configure security settings or access permissions for groups or individuals.
  • Online Streaming, Multi-casting of video streams (IIS 8), FML Encoder
  • Configuring Routers (CISCO), Switches, Access Points.
  • Install broadcast equipment, troubleshoot equipment problems and perform maintenance or minor repairs.

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