Elshaikh Adel Suliman Mohammed

Senior IT Technical Support EngineerFull Time

• Job Details:• Provided first-Second level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty. • Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues. • Established patterns to reoccurring issues and provides input to development teams. • Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment. • Providing the daily Problem Solving like Software Troubleshooting and for all the devices switches and PC and Printers and Phone & Email Technical & CCTV issue’s • Responsible for diagnosing & resolving hardware, software & end user’s problems. • Acting as the first point of contact for all IT & technical queries. Developing the infrastructure and systems to meet the company’s needs. • Working within a TCP/IP network environment, including DHCP, DNS and Ethernet. • Involved in the rollout of software updates and patches. • Investigate specialist and complex IT support issues and communicating with third party technical specialists to Configuring and managing backup & restore procedures. • Maintaining a wide range of computer hardware and software programs. • Identifying & reporting on the budgetary implications of IT projects and upgrades. Provide secondary support for LAN administration. • Responsible for allocating work to junior staff and induction training for new staff. • Deploying new hardware, server backups & evaluating new software & security risks. In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office up to Office 2007. • Using service-desk engine to follow up with the open tickets till closure at the time to avoid SLA