Basic Info

Ahmed Ali

15 years

Cairo Governorate, Egypt

Diploma

Experienced

Work Experience

IT Support Engineer. at Abu Dhabi Islamic Bank (ADIB UAE)

Experience Details

IT Support Engineer.

IT/Software Development

Experienced (Non-Manager)

Abu Dhabi Islamic Bank Head Office (UAE). May 2015 – February 2016
IT Support Engineer
 Handling first and second line support for 5000+ users worldwide.
 Responding to user calls through the central IT Support Helpdesk Number.
 Categorizing and classifying user interactions and determining correct priority based on the impact and urgency.
 Ticket Registration, Resolution or Assignment using HP Service Manager.
 Supporting VIP users as per Policy of ADIB.
 Coordinating between internal support groups and users to ensure that tickets are resolved as quickly as possible.
 Escalating and reporting critical incidents to respective Team leads, Applications owner & IT management.
 Installing, configuring and troubleshooting Banking applications on user’s Machines.
 Deploying tasks and software installation using through HP LANDesk.
 Managing and installing Citrix client, MacAfee agent, Antivirus, Endpoint Encryption and DLP.
 Using MacAfee ePO console to Generate Bypass code.
 Analyzing system performance and finding permanent solutions for problems.


Company Details

Abu Dhabi Islamic Bank (ADIB UAE) (multinational)

Abu Dhabi, United Arab Emirates

More than 1000 employees

Banking

http://www.adib.ae/ar

May 2015 to Feb 2016 (9 months)
Senior IT Service desk and support analyst. at Cargill

Experience Details

Senior IT Service desk and support analyst.

IT/Software Development

Experienced (Non-Manager)

Cargill EGYPT
Senior IT Service Desk and Support Analyst Egypt – Dubai. Dec 2010 - February 2015
 Assisting of IT Manager - Service Desk & Support Manager across 4 sites with 270+ users in Egypt and Dubai with diverse setups and applications
 Using BMC Remedy ITSM: Creating tickets, receiving incidents requests through helpdesk mailbox and call center managing queues, resolving, distributing jobs and following all tickets assigned among IT stuff and escalating as necessary.
 Providing first and second line support.
 Establishing working relationships with others and providing communication of activities.
 CommVault backup & recovery installing, monitoring and troubleshooting.
 Participating in Disaster recovery plan.
 Imaging and deploying software using Altiris and Microsoft System Center.
 Train computer users.
 Maintain daily performance of computer systems.
 Install computer peripherals for users.
 Support of the Company’s PCs, printers, servers, and related equipment.
 Performing PC maintenance, upgrades and configurations.
 Document internal procedures
 Assist with onboarding of new users
 Install, test and configure new workstations, peripheral equipment and software
 Maintain inventory of all equipment, software and software licenses
 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
 Projects:
 Assisting in the Integration project for 100 users into the Cargill network
 Migrating 100+ users from Windows XP to Windows 7 with minimal impact on business
 Assisting in the initiation of centralized helpdesk support model for Mid-East & North Africa


Company Details

Cargill (multinational)

Alexandria, Egypt, Egypt

More than 1000 employees

Agriculture/Fishing/Farming

www.cargill.com

May 2010 to Feb 2015 (4 years 9 months)
Senior automation Control Room Operator at National Stevedoring Co.(NSC)

Experience Details

Senior automation Control Room Operator

IT/Software Development

Experienced (Non-Manager)

Senior automation Control Room Operator

• Monitoring and controlling all facility equipment, Monitoring of all fire alarms within the facility, Monitor 2 receiving and 5 bulk load-out scales the
• Manages grains load out of the facility, Monitor, handle, and execute product loading plans, preparing equipment for repairs, training and assisting other operators as required.
• Analyze the ingoing and outgoing quantities and make reports to the operations & top management, Make reports for the maintained department for the daily shift downtime.


Company Details

National Stevedoring Co.(NSC)

Alexandria, Egypt, Egypt

101-500 employees

Agriculture/Fishing/Farming

N/A

Jan 2000 to Oct 2010 (10 years 9 months)

Achievements


• Projects:  Assisting in the Integration project for 50 users into the Cargill network  Migrating 60+ users from Windows XP to Windows 7 with minimal impact on business  Assisting in the initiation of centralized helpdesk support model for Mid-East & North Africa

Education

Technical Diploma in Tele-Communication.

Education Details

Technical Diploma

Tele-Communication.

Pan Arab Tele – communication institute, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Pan Arab Tele – communication institute
1997 - 1999
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Gamal Abd-El Nasser High School.

Egypt

1996

C / Good / 65 - 75%

N/A

Gamal Abd-El Nasser High School.
1996

Certifications

A+
Jan 2003

Certificate details

A+

Jan 2003

N/A

N/A

N/A

Copntia

N/A

Certificate details

ILFN – ITIL v3: Service Management Foundation (Course Completion Certificate).

Apr 2015

N/A

N/A

N/A

N/A

Visual Basic 6
Jan 2001

Certificate details

Visual Basic 6

Jan 2001

N/A

N/A

N/A

N/A

Certificate details

Communication Skills

Apr 2012

N/A

N/A

N/A

N/A

Training and Courses

A+ course at en
Jan 2015

Training/Course Details

A+ course

Jan 2015

en

N/A

Training/Course Details

A+

Apr 2004

New Horizon.

N/A

This profile is fresh!
Last update 5 days ago.

Jobseeker photo

Profile Skills and Keywords

A+A+ CourseAbu Dhabi Islamic Bank (ADIB UAE)AdministrationAgricultureAltiris DeploymentAndroidArabicAutomationBMC RemedyBankingCargillCommunication SkillsCommunicatorCompTIA A+ComputerEnglishFamilyFarmingFishingFriendsHP Service ManagerILFN ITIL V3: Service Management Foundation (Course Completion Certificate).ITIT Support Engineer.ITILITIL FoundationInformation TechnologyInteractiveLAN Desk Management ConsoleManagmentMicrosoft OutlookMicrosoft System CenterNew Relation ShipOrganizerProblem SolverReadingRemote User SupportSenior Automation Control Room OperatorSenior IT Service Desk And Support Analyst.Simpana-and-BackuRecovery(CommVault )Software DevelopmentSportsTeam LeaderTeam PlayerTeam WorkingTele-Communication.TravailingVisual Basic 6Windows 10

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Fluent

: Intermediate

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

team player

team player

: Expert

: Extreme - I love it!

:

More than 7 years

Administration

Administration

: Advanced

: High

:

1-3 years

Remote user support

Remote user support

: Advanced

: Medium

:

5-7 years

Team working

Team working

: Advanced

: Extreme - I love it!

:

More than 7 years

Computer

Computer

: Advanced

: Extreme - I love it!

:

More than 7 years

Communication Skills

Communication Skills

: Advanced

: Extreme - I love it!

:

5-7 years

CompTIA A+

CompTIA A+

: Advanced

: High

:

More than 7 years

Windows 10

Windows 10

: Intermediate

: Extreme - I love it!

:

1-3 years

BMC Remedy

BMC Remedy

: Intermediate

: High

:

3-5 years

HP Service Manager

HP Service Manager

: Intermediate

: High

:

Less than 1 year

Microsoft System Center

Microsoft System Center

: Intermediate

: High

:

1-3 years

Simpana-and-BackuRecovery(CommVault )

Simpana-and-BackuRecovery(CommVault )

: Intermediate

: Medium

:

1-3 years

Microsoft Outlook

Microsoft Outlook

: Intermediate

: High

:

5-7 years

LAN Desk management console

LAN Desk management console

: Intermediate

: High

:

Less than 1 year

Altiris Deployment

Altiris Deployment

: Intermediate

: Little

:

1-3 years

ITIL

ITIL

: Beginner

: High

:

Less than 1 year

ITIL Foundation

ITIL Foundation

: Little knowledge

: Little

:

Less than 1 year

Fields of Expertise

Information Technology

Information Technology

: Advanced

: Extreme - I love it!

:

More than 7 years

Automation

Automation

: Advanced

: Medium

:

More than 7 years

Managment

Managment

: Advanced

: Extreme - I love it!

:

3-5 years

Team Leader

Team Leader

: Intermediate

: High

:

5-7 years

Key Skills

Communicator, Organizer, Problem Solver, Interactive, Team Player

Online Presence

https://www.linkedin.com/profile/view?id=181819334&trk=nav_responsive_tab_profile

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