Basic Info

Ahmed Ali

4 years

Alexandria, 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)

• Handling first and second line support for 6000+ 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.
• 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)

Profile: 4+ Years as service Desk and Support Analyst supporting 260+ users in Egypt and Dubai.
PROFESSIONAL EXPERIENCE
Cargill EGYPT Jan 2011
Service Desk and Support Analyst
• Receiving incidents requests through helpdesk mailbox and call center.
• Using BMC Remedy ITSM: Creating tickets, managing queues, resolving, distributing jobs among team and escalating as necessary.
• Providing Tier 1 and 2 supports with internal and external organizations.
• 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.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions
• support of the Company’s PCs, printers, servers, and related equipment. performing PC maintenance, upgrades and configurations.
• 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
• 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 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


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)
Automation Control Room Operator at National Stevedoring Co.(NSC)

Experience Details

Automation Control Room Operator

IT/Software Development

Experienced (Non-Manager)

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 DeploymentAndroidArabicAutomationAutomation Control Room OperatorBMC 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 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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