Microsoft Windows Server - System Admin
Ahmed Hassan
IT Support Engineer
Riyadh
Summary
Experienced IT and Communication Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Skilled Support Engineer successful at using judgment and advanced technical acumen to make positive impact on IT functionality. Forward-thinking and resourceful professional with diligent mindset and disciplined approach.
Knowledgeable and adapts freely to diverse situations and changing demands. Well-versed in User Support and skilled in System troubleshooting . Over about 20 years IT industry experience in support roles.
Overview
19
19
years of professional experience
2
2
Languages
Work History
Senior IT Support Engineer
Aviation Australia Riyadh College
Riyadh, Riyadh
05.2013 - Current
- Patched software and installed new versions to eliminate security problems and protect data
- Installing and configuring new technology to be used by the College, such as hardware, operative systems, Training Simulators and programs or applications.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Set regular preventative maintenance schedule to existing hardware and computer systems and computer training Labs, Computer-based Examination Center,
- Providing assistance to college staff with technology-related issues:
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Setting up profiles, emails, and issuing access passes for new employees and assisting in all password-related issues.
- Set up and administered Microsoft Office365 admin Portal and Helpdesk systems admin Panel
- Collaborated with outside departments to implement system-wide improvements.
- Configured hardware, devices and software to set up work stations for newly joined employees.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Performed root cause analysis and general troubleshooting.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Responded to Helpdesk support requests from College staff members or redirecting the HDR to the right support team specialist then follow up with the client before closing the tickets to assure the service is successfully delivered,
- Devised solutions to operations issues related to student attendance and learning platforms and application, working closely via phone, email, live chat and web teleconference with remote users to resolve their problems .
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Deploy new software, rolled out updates and applied patches to servers and End-users computers, OS and core bossiness Applications and Antivirus
On-Site IT Technical Support Engineer
G. TECH Co. Ltd. System integrator
Riyadh, Riyadh
09.2011 - 04.2013
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Delivered, installed and configured [Sold Items, or Providing a professional service] to customer locations within specific timeframes.
- Configured rack server network hardware characteristics, including factors such as rail depth, hardware mounting and cable routing.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Field incoming Support requests from company's clients via both telephone and work orders in a courteous manner.
- Handled day-to-day running of the existing running projects,
- Collects data by identifying sources of information and designing survey and collection methods.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked with company's customers to understand needs and requirements and provide technical advices and solutions,
- Handing over accomplished projects
- Testing and evaluating new technology;
On-Site IT Support Engineer
Ring Distribution - Subsidiary of Orascom Telecom
Alexandria, North Region
12.2008 - 05.2011
- Identified issues, analyzed information and provided solutions to problems.
- Completed minor preventative maintenance and mechanical repairs on equipment.
- Installing and configuring computer hardware operating systems and applications;
- Monitoring and maintaining computer systems and networks.
- Resolved problems, improved operations and provided exceptional service.
- Assured that the POS, and Customer Service platform are healthy, up and running and syncing with the WAN
- Maintained the VPN connection with the Head office,
- Reviewed all customer inquiries to understand project scope while managing internal delivery mechanisms.
- Attended trade shows and seminars to promote products and network with industry contacts.
IT Technical Support Specialist
Zero Data Soft - AL Bassam Group, Education Technology Provider
Dammam , Eastern Province
12.2006 - 10.2008
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Trained end-users of [Education Technology Software and hardware products on use,to improve the product functionality and application to business problems.
- Loaded software, granted permissions and configured hardware across multiple systems for the customers .
- Collects data from new sites before working on new projects and send to the management,
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
IT Technical Support Specialist
Delta RS for trading - RadioShack
Alexandria, North Region,
11.2004 - 06.2006
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved system, hardware and telephone issues, improving efficiency among all departments.
- Performed tests of functionality, security and performance of different workstations and devices.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
IT Support and Network Technician
Future Computer Center
Alexandria, Alexandria
06.2001 - 09.2004
- Installed equipment for data communications networks including cabling, wireless routers and telephone systems.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Collaborated with network administrator in moving private folders to new exchange servers, including off-site secondary locations.
- Oversaw [Number] desktops in Windows domain and installed firewalls to connect and protect users.
- Performed tracing and patching operations for copper networks, including Cat 5e and Cat 6 cabling.
- Installed network jacks in new construction and within existing facilities.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Maintained thorough understanding of local area and wide area networking and components.
- Configured rack server network hardware characteristics, including factors such as rail depth, hardware mounting and cable routing.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Supported users both local and by phone with problem resolution and education.
- Installed patches and performed backups, system builds and image updates.
- Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
- Performed system maintenance and upgrades, including patches, service packs, hot fixes and new security configurations.
- Ran cabling and installed data drops for new node installations.
- Performed necessary maintenance to support network availability.
- Operated 4-pair test equipment to terminate network cabling at blocks and routing points.
- Provided detailed reporting on all performed maintenance and repairs to support overall network health and recovery efforts.
Education
4 Years Bachelor’s Degree - Industrial Production Technologies Engineering,
2000 - 2004
Professional Courses - Microsoft Certifications
- Continuing education in information Technology
- Awarded MCSE Microsoft Certified System Engineer
- Coursework in CompTIA, A+ and N+
Skills
Technical Support
Technical Writing
Application installations
Project Management
Quality assurance
[Mechanical] engineering experience
Search Engine Optimization
Customer service expert
Application support
Desktop support
Mac systems
Technical documents comprehension
Software diagnosis
Technical issues analysis
Data recovery
TCP/IP
Staff education and training
Mobile and Tablet Support
Printing and Imaging
Audio\Video
Auditorium operating and preventative maintenance
Electrical Engineering Experience
CCTV
IP Telephony installation and configuration and support
IP Telepresence installation and configuration and support
Networking
Biometric and attendance systems
Software
Micorosoft office 365 AdminPortal
Microsoft Azure
Microsoft Office
Microsoft Exchange
Knowledge about Amazon AWS
SolarWinds HelpDesk - Admin
SolarWinds Dameware - Admin and Technician
WordPress
Panasonic Admin CONSOL
Microsoft Outlook
Linux
Mac OS
Android
Raspberry and Arduino
Timeline
Senior IT Support Engineer - Aviation Australia Riyadh College
05.2013 - Current
On-Site IT Technical Support Engineer - G. TECH Co. Ltd. System integrator
09.2011 - 04.2013
On-Site IT Support Engineer - Ring Distribution - Subsidiary of Orascom Telecom
12.2008 - 05.2011
IT Technical Support Specialist - Zero Data Soft - AL Bassam Group, Education Technology Provider
12.2006 - 10.2008
IT Technical Support Specialist - Delta RS for trading - RadioShack
11.2004 - 06.2006
IT Support and Network Technician - Future Computer Center
06.2001 - 09.2004
Advanced Technology Institute, - 4 Years Bachelor’s Degree, Industrial Production Technologies Engineering,
2000 - 2004
The American University in Cairo - Professional Courses, Microsoft Certifications