Islam Elsayed Ghonaim

Service Desk Coordinator & Support EngineerFull Time

• Job Details:* Achieving SLA & providing 1st & 2nd level Support\Install\Troubleshoot by face to face\Phone\email\Remote Access: [SW\HW\Windows\email\Browsers\Anti-Virus & Spam\Firewalls\Web & Client Apps\Backup & Recovery\Domain\Wi-Fi\Network\DHCP\DNS\TCP/IP\VPN\IT Devices & solutions] in Masdar Institute Campus\Labs\Residences for about: (200 Staff\100 Faculty\150 Research Engineers\200 new students every year\1000 Laptops\100 Desktops\Handheld Devices\4000 Internet Socket\Printers & Plotters (Local\Network\Multifunction)\Scanners\Monitors\Cisco Phones \Smart Screens\Smart Boards\Projecting\Video & Tele Conferences\15 Meeting Rooms\10 Classrooms Equipment\50 (Desktop\Web\Mobile) MI Applications, etc.) • Quick fix, report and escalate requests or problem to the appropriate support area if required • Fixing issues with existing OS without formatting and applying standards & concepts including ITIL framework as: Browsers\Plug-in\Pop-up\Spam\Ad-wares\Virus\Email\Office\Print\Services\Win or SW crash\Backup\Recovery etc. • Multi tasks\Analyzing problems\Excellent research\Prioritizing requests\Taking decision • Gain experience and share knowledge with other colleagues • Decreasing ICT calls by uploading “How-To” on KB to guide users to fix their common technical issues step by step * Ticketing System: - BMC - Remedyforce built on Salesforce1—the world's most widely used cloud platform

Technical Support EngineerFull Time

• Job Details:• Install\Support\Remotely manage\Troubleshoot [HW\SW\Windows\Applications\Network\IT Devices] for about : 55 Branches \ 4000 Users \ 2000 PCs \ Desktops \ 5000 Internet Socket \ Monitors & Plasma Screens \ 10 Printers Brands (Local\Network\Multifunction) \ 10 Scanners Brands \ Avaya Phones \ Faxes \ more than 66 private applications for (GDRFA) & Online Services etc. • First Line Support \ Receive \ Create \ Follow-up \ Assign tickets to concerning team as: Servers, Online Services and Applications, Database, Network, Mail Systems including: [Outlook, Web Mail, EMS Authorized (Authenticated) Webmail for DNRD] • Co-operate with concerning technicians for: Plasma & Show Screens \ Projectors \ Kiosks \ Passport Reader \ Barcode Reader \ Electronic Gates \ Cameras \ IRIS (Eye Scan) \ Face Recognition \ Hand Recognition \ ... etc. • Co-ordinate & Follow-up with End User and concerning department as Datacenter \ Servers \ Network \ Database \ Developers \ Security \ Privileges \ On site Technician and external outsourcing companies • Support (GDRFA) Staff in about 55 Branches including HQ \ all Dubai Airports \ Sea Borders \ Land Borders * Ticketing System: - CA Service Desk (GDRFA Customized Application) for Ticketing and Remotely Support

Technical Support and Coordinator between DWTC & ITUFull Time

• Job Details:* Technical Support for a project between DWTC (Dubai World Trade Center) & ITU (International Telecommunication Union) the United Nations specialized agency for Information and Communication Technologies – ICTs. • Support International Events in DWTC :: * Global Standards Symposium (GSS), 19 November 2012 * World Telecommunication Standardization Assembly (WTSA), 20-29 November 2012 http://wtsa.itu.int * World Conference on International Telecommunications (WCIT-12), 3-14 December 2012 http://wcit.itu.int • Install \ Support \ Troubleshoot [H\W, S\W, Windows, Applications, Network, Wi-Fi, peripherals & equipment] for: More than 170 Laptops \ 56 Printers (Local\Network\Multifunction) \ 22 Scanners \ 40 Plasma Screens \ 15 Show Screens \ 30 I-Pads \ Cisco IP-Video Phones \ 160 Mobiles \ more than 1000 Internet Socket ...etc.