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Mohaned Eltyeb Abdelgadir Alnour
IT Technical Support Engineer
A confident and reliable IT support engineer with practical experience of working with computers and resolving any support issues that are raised to the service desk. Possessing a proven ability to administer and control the operation, configuration and maintenance of computer based information systems, as well as having an eye for detail and able to multi-task under pressure. A good communicator can relate well with people at all levels and has the flexibility of working well as part of a team and on my own.
Now looking to be part of a dynamic organization that provides a high quality of work life through challenging opportunities, meaningful career growth and professional development.
B.Sc. Honors Electronics & Computer System Engineering.
University of Science and technology - Khartoum, Sudan
Computer Maintenance (hardware and software) Diploma
AREAS OF EXPERTISE
Technical support - Desktop Operating Systems- service desk - End User Support - Networking – Switches / Routers LAN/WAN technologies- Microsoft technologies- Network Operating Systems
SKILLS AND COMPETENCIES.
Provided functional and technical support, troubleshooting and diagnosing hardware and
Software problems, including desktop, laptop, LAN, and remote systems.
Deploy and configuring PCs, Workstations and Laptops.
Maintenance, Troubleshooting of Desktop Pc’s, Laptops,
Operating System Installation of Windows 7 and Windows 8 and 8.1
Imaging PCs, Workstation and Laptop using Symantec Ghost.
Explains the exact cause of problem and provided solutions to it.
Technical support Engineer – Wasl Assets Management
March 2016 until now
Provide helpdesk support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test and configure new workstations, peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Report issues to the Service Desk for escalation
Manage PC setup and deployment for new employees using standard hardware, images and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Technical support –Etisalat UAE
January 2014 to 30 of March 2016
Responsible for L2 IT Desktop Support, deploy new desktops and laptops, create images for new laptops/desktops with up to date software and security applications. Extend Printer/Fax support.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
Maintain overall ownership of user issues and provide resolution within reasonable timeframe.
Manage service requests, software installations, new computer setups, upgrades, etc. Record incident resolutions in the Help Desk tool.
Support Microsoft Office, Internet Explorer, Google Chrome, Acrobat, and basic LAN/WAN connectivity (Network Troubleshooting).
Ensure 2nd line IT Support and resolve Service Desks requests as per SLA. Issue/ replace laptop and desktop to employees in quick manner without any data loss.
Manage, configure and troubleshoot Printer Server and provide required access.
Provide support on resetting user account passwords and unlock accounts.
Manage inventory for Laptops/ Desktops & Printers.
Provide support for meeting rooms services audio, video and internet.
IT technical support – Antick International for Investment Co.ltd
IT technical support June - 2010 to August -2013
Performing preventative maintenance, including checking and housekeeping of workstations, Printers and peripherals
Ensure the ongoing operational efficiency of all aspects of the firms IT systems.
Install and configure enterprise hardware and software solutions.
Maintain network and PC operating systems, and to support server and client PC software.
Assist and encourage the development of other members of the IT Team in terms of
Responding to Incidents, and undertaking remedial activities to resolve the incident in
Accordance with the Contracted SLA’s.
Perform daily housekeeping tasks, including System Checks, Backup Tape Rotation, and Preventative Maintenance activities.
Perform daily housekeeping tasks, including System Checks, Backup Tape Rotation, and Preventative Maintenance activities
Execute Change and Service Requests in accordance with an authorized approval to implement services on behalf of Customers
UAE Driving license: Yes
Mobile: +971563987911 - +9715014537145
REFERENCES – Available on request.oft technologies- Network Operating Systems
IT technical support – Antick In