Mahmoud Elsbaay Mohamed

Senior IT Service DeskFull Time

• Job Details:Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems, and their resolution in logs. Follow up and update customer status and information. Pass on any feedback or suggestions from customers to the appropriate internal team. Identify and suggest possible improvements in procedures. Creating and setting up accounts for company employees with passwords and permissions. Resolving technical problems faced by employees over the phone or via email. Software troubleshooting and network troubleshooting. Manage and supervise all the following IT systems to ensure constant functionality and monitor the performance. Performed server monitoring and maintenance using ManageEngine server management tools. Managed Active Directory tasks including user account creation, password resets, group policy management, and organizational unit structuring. Conducted routine audits and implemented security policies within the Active Directory environment.

IT SpecialistFull Time

• Job Details:Resolving technical problems faced by employees over the phone or via email. Software troubleshooting and network troubleshooting. Perform remote troubleshooting through diagnostic techniques.