Mohamed Rizk
IT Support Specialist
Riyadh
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Service Desk Engineer
NourNet - The Red Sea Development Company
Riyadh
03.2022 - Current
- Used ticketing systems (ManageEngine) to manage and process support actions and requests.
- Monitored systems in operation and assign tickets to Technicians through ManageEngine.
- Create/update workflow of the tickets (Incidents or Requests).
- Create (log) Changes on ManageEngine as a reference for the generic issues and the required updates.
- Check the Pending Approval tickets (Requests) and follow up with the approver to take action (Approve/Reject).
- Assign backup Approver for the main Approver.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted with updating technical support best practices for use by team.
- Documented and updated known fixes in knowledge base for future reference (Problems on ManageEngine).
Help Desk Specialist
Atlas – International Services
Riyadh
03.2021 - Current
- Determining hardware and network system issues using effective troubleshooting techniques.
- Providing Tier 1 IT support to non-technical internal users through desk side support services.
- Working with software development team on reported errors and bugs on Microsoft Dynamics AX
- Delivering onsite technical support for 25 employees.
- Installing, modifying and repairing software and hardware to resolve technical issues.
- Performing tests of functionality, security and performance of different workstations and devices.
- Configuring hardware, devices and software to set up work stations for employees.
- Activating accounts for new employees.
- Creating and maintaining AD environment management documentation.
- Developing, updating, documenting and managing GPOs across the domain.
- Developing and maintaining backup and recovery of database and application (AX).
- Making recommendations to purchase hardware and software, and coordinates installation and provides backup recovery.
Technical Support Engineer
Al-Esnad for Military Supplies
Riyadh
07.2019 - 01.2021
- Developed technical designs for customers, consultants and contractors.
- Certified Instructor of L3 Maintenance training for our vendor THALES Netherlands . (Signal Corps/Tabuk)
- Certified Instructor of operating, programming Tactical HF & VHF Radio Communications for our vendor BARRETT COMMUNICATIONS . (Signal Corps & Navy/Khamis Mushait & Jazan).
- Teach, coach and assist military members on communication equipment used in field.
- Performed telecommunication and networking business evaluations.
- Researched and recommended network and data communications hardware and software.
- Installed, maintained and supported communication equimpent.
- Performed day-to-day monitoring, management, administration and support of alarm systems.
Back Office Specialist
Contact Center Company (CCC) - Jawwy
Riyadh
10.2015 - 06.2019
- Built and provided basic end-user troubleshooting and desktop support on Windows system.
- Provided technical assistance and support to network, hardware devices.
- Maintained and updated customer service database.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Raised escalated issues to tier 3 through IT ticketing system and followed up on all assigned cases on a daily basis.
- Investigated important issues and put together well-received reports.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Acted as temporarily Team Leader for a group of 8 employees to delegate tasks and set deadlines, monitor team performance and report on metrics.
Education
Bachelor of Science - Computer & Communication
Faculty of Engineering
Alexandria University 09.2009 - 07.2015
Skills
Technical issues analysis
Timeline
Service Desk Engineer
NourNet - The Red Sea Development Company
03.2022 - Current
Help Desk Specialist
Atlas – International Services
03.2021 - Current
Technical Support Engineer
Al-Esnad for Military Supplies
07.2019 - 01.2021
Back Office Specialist
Contact Center Company (CCC) - Jawwy
10.2015 - 06.2019
Bachelor of Science - Computer & Communication
Faculty of Engineering
09.2009 - 07.2015
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