Mobile: +962798709604

Email: mahmoud.taha92@outlook.co m

MAHMOUD ABDUL-HADI MAHMOUD TAHA

Personal Information

Nationality: Jordanian Age: 24 Date & Place of Birth: Aug/10/1992 - Zarqa Marital status: single. Have a valid Driver's License.

Objective

I am seeking a competitive and challenging environment where I can serve your organization and establish an enjoyable career for myself.

My Experience

Service Desk Agent

At Royal Jordanian Airlines

Location: Amman

Duration: April 2016 – Present

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

• Familiarity with the fundamental principles of ITIL/SLA. • Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on listening and questioning

skills. • Fluent English and Afrikaans language skills. • Support for computer hardware and any authorized desktop software • Responsible for monitoring, operating, managing, troubleshooting and

restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members

• Develop trends by monitoring and analysing incoming calls, problems and support requests

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician

• Identify and learn appropriate software and hardware used and supported by the organization • Perform post-resolution follow ups to help requests

• Reinforce SLAs to manage end-user expectations

Technical support Eng

At Fastrabbit (Queen Alia International Airport)

Location: Amman, Jordan

Duration: November 2015 – Present

Working outsource in many companies. Installing Kaspersky Kit admin. Make maintenance for network. Make 1st level support. Work in Queen Alia International Airport for 6 month as (outsource

Technical support). Manage OTRS ticketing system. Solve problems with PC's (HW/SW). Make maintenance for projectors. Monitoring servers and make 1st level support.

Technical & Operation supervisor

At LKD Technologies

Location: Amman, Jordan

Duration: February 2015 - October 2015

Installing Servers and networks. Working on Zero Client system, Called VSpace Server to connect N-

Computing Devices Throw it. Installing and configuring Windows server 2008 R2 and Windows

Server 2012 R2 and Windows MultipointServer 2011-2012. Installing and configuring AD DC, and make users with permisions. Installing and configuring FTP server. Installing Data Show Projectors. Installing Promethean Active board and its tools. Installing TI Calculator in Laboratories. Installing LanSchool Software, to monitor and control every PC inside

the network. Make maintenance for everything I worked in

IT unit admin

At Middle East Co

Location: Amman, Jordan

Duration: Oct/2014 - Dec/2014

Network WAN/LAN admin. Manage DHCP. Troubleshooting network errors. Make policies and permissions for employee's computers using MAC

Address. Control routers and switches. Formatting the PC's Installing and configuring computer hardware, operating systems and

applications. Backup Data. Troubleshooting Computers Problems and fix it.

Network Engineer

At Jordan Cable Services

Location: Amman, Jordan

Duration: Jun/2014 - Sept/2014

Installing Networks WAN/LAN (Outdoor). Network Troubleshooting. Work with fiber cables (FTTH/Patch cored/fiber optic 24 core). Splicing fiber cables through splicing machine. Working in fiber tools (cleaver/stripper/connectors/media convertors). Configuring routers. Monitoring and maintaining Network problem. Working With Electrical Tools.

My Qualifications

Ability to work under pressure. Team player. Team Leader. Extremely organized and highly motivated. Ability to learn and adopt new technologies and programming

languages. Ability to analyze and solve problems. Good communication skills.

Educational Qualification

BC's in Computer Science from Jerash Private University, Jordan 2014.

Degree: (Good)

Training

(summer 2013) I got training at Pioneers Academy in Java Standard Edition course for a four month.

(summer 2013) I had A+ course at Pioneers Academy for one and half month.

Summer 2013) had practical training in CCNA course for a three month [Jun'14, 2013 - Sep'25, 2013], in an average of 6 hours daily, at Pioneer Academy. Amman, Jordan.

My Skills

Android SDK. Java. Microsoft Visual Studio .Net Fiber Optics Network Installing. Fiber Optics Tools. Network Installation WAN/LAN. Configure IP's and DHCP and MAC Address through routers. Microsoft Office (Word, Excel, PowerPoint, Outlook …). Working with telephone Switch board system. Installing Cameras (Analog / Digital). SQL serever 2008. Active Directory Domain Controller. FTP server. VPN. Microsoft OS.

Environments:

Eclipse, Android SDK and VS 2010. Network: Router & servers-configuration, Windows server (2008 - 2012) R2. Windows Multipoint servers 2011 - 2012. SQL server 2008.

Platforms:

Android . Microsoft Windows.

Languages:

Arabic: Mother language. English: V.Good in reading, writing and speaking.

Training Courses and certifications:

Java Standard Edition. (72 hours) CCNA. (70 hours) CompTIA A+. (30 hours) MCSE. (60 Hours)