Mustafa Abayazid
IT Service Desk
Riyadh
Summary
A senior Level in IT Operation, Virtualization, Design, Development, Deployment, Maintenance and Support with over 13 years of experience managing IT operations and providing reliable voice communication solutions using various technologies. Led the Service Desk team at the SEDC Contact Centre (24/7/365), where Implemented several initiatives to improve service quality, reduce costs, and increase productivity and user satisfaction. Also demonstrated strong analytical, problem-solving, and knowledge-sharing skills. looking for a new challenge where may can contribute to the growth and success of a dynamic and innovative organization.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
System Engineer (Part-time)
Msarat Technology
Jeddah
05.2023 - 07.2023
- Install, configure and run Internet of Things application services. And monitor services at 24/7.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Researched software and systems products to determine purchase recommendations.
Service Desk Lead
Sudanese Electricity Distribution Company Ltd. (SEDC)
Khartoum
01.2018 - 03.2023
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Collaborated with internal partners to effectively resolve user Hardware or Application issues.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Secured and enhanced system infrastructure by conducting backup and restore operations, Maintaining 100% data integrity.
- Reduced downtime by performing preventive maintenance for system components, peripheral devices, and users across 18 Distributed contact centers and 500 user devices.
Senior System Administrator
Sudanese Electricity Distribution Company Ltd. (SEDC)
Khartoum
05.2018 - 01.2023
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Completed reports detailing network and systems performance and downtime issues.
- Configured, tested and maintained IP PBX network equipment to achieve maximum performance.
- Optimized system security and performance with proactive or Corrective changes.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Adopted cost-effective, useful solutions to implement into current systems.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Telematics and IOT System Engineer (Project)
Sudanese Electricity Distribution Co (SEDC)
Khartoum
02.2016 - 05.2018
- • Managed vehicle tracking system linked to customer service center, map, and enterprise management systems.
- • Reduced operational costs and enhanced fleet management by installing tracker devices for over 500 vehicles.
- • Improved efficiency and quality of service by collaborating with managers to resolve issues such as delayed response and follow-up.
- • Report critical fleet operations, costs, and safety data using fleet management software and databases.
Tier 2 Technical Support Engineer
Sudanese Electricity Distribution Co (SEDC)
Khartoum North
01.2013 - 02.2016
- Served as Second Line for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Configured SIP and Span PRI (E1/T1) to enable voice communication over the internet protocol and
the public switched telephone network.
Reduced waiting time by designing an effective interactive voice response system (IVR) that handled 60% of incoming calls and provided automated solutions.
Help Desk Agent
Sudanese Electricity Distribution Co (SEDC)
Khartoum North
11.2011 - 12.2012
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Compiled and accurately entered data for each customer encounter to record in system.
- Researched product and issue resolution tactics to address customer concerns.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided basic end-user troubleshooting and desktop support.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - C Computer & Electronics Systems Engineering
University of Science & Technology
Omdurman, Sudan 10.2005 - 08.2010
Skills
Technical specifications
Infrastructure planning
Program installations
Troubleshooting
User support
Training and Development
Technical Analysis
Certification
ITIL Foundation V3
Timeline
System Engineer (Part-time)
Msarat Technology
05.2023 - 07.2023
Google System Administrator & Infrastructure Services
04-2023
Asterisk Certified Essentials
07-2021
Senior System Administrator
Sudanese Electricity Distribution Company Ltd. (SEDC)
05.2018 - 01.2023
Service Desk Lead
Sudanese Electricity Distribution Company Ltd. (SEDC)
01.2018 - 03.2023
ITIL Foundation V3
12-2017
Telematics and IOT System Engineer (Project)
Sudanese Electricity Distribution Co (SEDC)
02.2016 - 05.2018
Tier 2 Technical Support Engineer
Sudanese Electricity Distribution Co (SEDC)
01.2013 - 02.2016
Help Desk Agent
Sudanese Electricity Distribution Co (SEDC)
11.2011 - 12.2012
Bachelor of Science - C Computer & Electronics Systems Engineering
University of Science & Technology
10.2005 - 08.2010