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IT Service Desk Level 1 Support (Cisco certification)ITIL Foundation V3 (Global certification) - Mohamed Ragab Mohamed Ahmed Aly Personal data:Date of birth: 13-5-1987Place of birth: Kingdom Saudi ArabiaNationality: Egyptian Address: Silicon Oasis Dubai Beside RAK bank Marital status: MarriedMobile : 00971-52-7255501 : 00971-50-7609558Email : [email protected] : [email protected] : resident Emirates Driving License available 3391166 (Dubai) Education and Certificate :ITIL Foundation V3 (Global certification) 2015 IT Essential of Cisco certificate 2009Master ICDL (2010)Studying (CCNA) , MCITP 2008 R2Comitia A+, Comitia N+ Alexandria University (Faculty of law) 2009 Languages: Arabic: mother tongue English: very good spoken & written Responsibilities and Experience:
Provide telephone support for Client first level support group, Walk in support, sending emails with solutions and remote support using remotely tools like ((VNC, remote desktop connection, team viewer , ammy admin …..,)) HO, Store and branch support , Providing support including procedural documentation and relevant reports.
Responsible for managing the service desk software (LAN desk – manage engine server plus) Tickets and calls gathering required contact information from end users. Assigning tickets to the appropriate resolver groups, add work log how many hours spend to resolve the ticket, add resolutions and how to I solve the problem
Retain ownership of problems until resolved and Escalate unresolved calls to the infrastructure support team, IT helpdesk manager, My supervisor
Ensure that the highest service delivery is achieved, by meeting internal Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).
Have Experience providing technical support as part of a corporate or government IT department.
Experience in installation of Windows, configuration, Technical troubleshooting, support of server Hardware, operating systems, Microsoft application software and peripherals, Windows XP( Microsoft Stop supporting ) Windows 7 and Win 8 , Win 8.1 2003, 2008 r2 Edition Server
Experience identifying, troubleshooting, diagnosing and solving PC hardware, software, Network and solve it or make a report and escalate it to next level, replacing parts as required.
Following diagrams and written instructions to repair a fault or set up a system.
Supporting the roll-out of new applications Setting up new users' accounts and profiles and dealing
with password issues AD Working continuously on a task until completion (or
referral to third parties, if appropriate) Microsoft Outlook, Outlook Express configuration, backup,
troubleshooting ( PST ) and MS office 2013-2010-2007 Office 365 Package ( outlook, sites, OneDrive for
business-SharePoint … ) Install and manage the support of applications and
software for all users of the business applications like Microsoft application, activation over phone and utility software technical knowledge such as Antivirus programs, Adobe Reader, etc. Except retail and point of sale apps (ERP-POS App-Retail app).
Document procedures as necessary and submit knowledge base articles as needed like (Wi-Fi password-Static IP for systems and workstations-firewall-access points-Programs Serials number and windows …..Etc.) and Delivery Notes
Successfully complete any specific project work as directed by the team leader like Store Visit and any sites visit and It equipment installation (Switches router firewall VPN patch cord patch panel
Experience of supporting LAN/WAN connectivity related issues (DHCP TCP/IP DNS VPN –Networking- network cables cat5 cat6 and termination and troubleshooting LAN connectivity issues
-Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting.
Create active Directory knowledge. Creating user
accounts, reset passwords, create groups , sharing and permissions
Devices Configuration (Router – Firewalls – SonicWALL’s- sonic points -access points (stand-alone)
Manage all the inventory of PCs and documentation Skills:
Excellent customer service skills Ability to work in a team environment Quick learner and ability to adapt to new systems and
operating environments Working with customers/employees to identify computer
problems and advising on the solution Rapidly establishing a good working relationship with
customers and other professionals Testing and evaluating new technology. Conducting electrical safety checks on computer
equipment.Last Projects:
Café Italia Dubai Mall ( IT equipment and POS machine ) 1/2015
Café Italia Garhoud Branch Migration Project Workstations About 400 user in the
Corporate and Store branches To Another Infrastructure and Domain and network ( SCST ) Sharaf Computers and Software Trading LLC
Adventure HQ Galleria Mall Store (Installing POS machines- servers-Router-switch–firewall VPN-access point’s sonic points-Printers.) and configurations.
Adventure HQ Dalma Mall Store ( Installing POS machines- servers-Router-switch–firewall VPN-access points Sonic points-Printers.) and configurations
Adventure HQ JBR Store ( Installing POS machines- servers-Router-switch–firewall VPN-access points Sonic points-Printers.) and configurations
Dental Arts Hospital Egypt Alexandria ( Network-cabling CAT6-Switchs-Network Cam installation )
Saker School Egypt Alex ( arrange rack Cat6-Cat5 termination- testing-labeling)Work experience:-
(Current) Sharaf Computers and Software Trading LLC (SCST) From Sharaf Group ( service Desk )
12-2013 Sharaf DG till 6-2014 (Egypt) Worked in NDP ( National democratic party ) IT
Department for 2 Years (maintenance department + data entry )
Worked in Modern Wan Technology for One Year Since 2010 as Helpdesk and IT support ( CCTV service ,
infrastructures networking like cables, building racks cat6 cat5 patch panel ,remotely support , printers software and scanners problems , network problems and solutions, IP cameras CCTV cameras DVR ,NVR
Worked in JOE Tec company For Computers for 1 years in maintenance department software (windows installation and programs) (2009) (Egypt).
