Ahmed Ismail

Achievements:

Received an Application of Appreciation from the Director for reducing trouble tickets number and rapid problem-solving.

Responsibilities:

• Monitored and maintained network and software components according to established guidelines and best practices.
• Delivered tier-3 support for co-location, customer backup networks, and ISP services.
• Created graphical reports to visualize network performance and uptime to management members.
• Scheduled infrastructure upgrades and software update rollouts around high traffic times to maintain network availability.
• Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
• Troubleshot routers, layer 2 and 3 switches, and network firewalls.
• Analyzing Data Network Performance based on data collected from Trouble Tickets, Network Faults through NMS.
• Supported global network users with connectivity, VPN, and access issues.
• Configuration& Troubleshooting of MPLS L3VPN, L2VPN to provide end to end services between customer remote sites.
• Established positive working relationships with users to quickly resolve problems.
• Troubleshoot the network issues on-site and remotely depending on the severity of the issues.

• Resolving issues and providing support in six malls centers.
• Installing and Configuration of wireless devices, including Wi-Fi Routers, Access points and Repeaters.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Delivered onsite technical support for 150 employees.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Translated complex technical issues into digestible language for non-technical users.
• Assigned system permissions and set up computers to assist with onboarding new employees
• Configured hardware and granted system permissions to new employees.

Project (Domain User Migration) :

• Prepared the Outlook emails for the migration.
• Backed up the user desktop profiles.
• Added users to the domain and restored desktop settings
• Configured the outlook to exchange server and restored the mailbox
• Configured the Windows firewall and TCP/ IP.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Managed time efficiently in order to complete all tasks within deadlines.