Ramy Elsayed

AdministratorFull Time

• Job Details:Team Admin Technical support specialist, Team leader, Administrator, Security Support, MS Office, System cloud management, Managed Service provider connectwise and webroot). Administrating System management software. Administering Office 365 Consoles for clients (Users, Sharepoint, Teams, mails, permissions) Managing Cloud system used as Backup for our customers. Managing server maintenance on regular bases. Trouble shooting Networks problems from user end and Administrator end. Organizing Workflow between different company departments. Help developing work environment. Handling support calls for UK customers. Monitoring Member service team while handling incoming calls. Involved in some HR Responsibilities. Administrating Mail hosts through our servers either Exchange or web mail. Supervisor of 25 technicians and call center team to provide 24/7 remote control & phone calls support for 4500+ end users in UK to do the following: Offering level 1 and 2 support (tier 1 and 2) Windows XP, Vista,7 and 8 and 10 (Upgrade, Install, Troubleshooting OS problems) Install & Configure software and troubleshoot installation problems errors Install printer’s scanners faxes Cameras and troubleshooting related problems Troubleshooting Microsoft Office applications and provide (How To) Outlook email set up, archive, backup, Import Export, adding rules, signatures, and troubleshooting send receive problems Regular cleanup for the computers and the servers Install, Manage and troubleshoot Domain Controller, Active Directory and GPO Install, configure and troubleshooting DHCP and DNS problems Configuring, Migrating domains to Office 365 Troubleshooting Internet Connection, LAN,WAN,WLAN,VPN problems Firewall set up and troubleshooting related problems Configuring Backup Restore Solutions (online local network) Monitor System Resource Usage (Memory, CPU, Drive Space & I/O) & Event Logs Documenting customer details tickets into the CRM Preparing F&Q for the team members Preparing F&Q for the customers regarding our products services Creating manuals and procedures Quality assurance and making sure we meet the SLA (Service Level Agreement) Following up with customers regarding their open tickers and their feedback Recommending our services to the customers (support Backup Antivirus Licenses Domain & Email hosting) and selling them the services they need Evaluating the teams and determine their KPI Test New Software, technologies to improve our tools and services. Managing Billing, Customers invoices and payment details.