Hesham zaky
Senior IT Technical Support - System Administrator
Professional Status
Employed
Available
About Me
A successful IT Engineer with experience in software and hardware of investigating and diagnosing network, Devices, and applications problems, and also knowledge of IT operating systems.
configuration and maintenance of computer based information systems, as well as having able to multi-task .
i can relate well with people at all levels and have the flexibility of working well as part of a team and on my own.
Currently i'm looking for a suitable IT system administrator position with a ambitious company or organization.
configuration and maintenance of computer based information systems, as well as having able to multi-task .
i can relate well with people at all levels and have the flexibility of working well as part of a team and on my own.
Currently i'm looking for a suitable IT system administrator position with a ambitious company or organization.
- Address :Shabab 70 St - 11 Th district - 6 October City .
- Cell : 01220078922
Help Desk supervisor
Sela Solutions
Since May 2020
- IT Helpdesk Supervisor Job Description
The IT Helpdesk Supervisor is responsible for the day-to-day operations of the IT Helpdesk. This includes overseeing the work of the Helpdesk staff, ensuring that customer support tickets are resolved in a timely and efficient manner, and identifying and implementing process improvements. The Helpdesk Supervisor also plays a key role in training and developing the Helpdesk staff, and in ensuring that they have the skills and knowledge necessary to provide excellent customer service.
Essential Duties and Responsibilities:
Supervise the day-to-day operations of the IT HelpdeskEnsure that customer support tickets are resolved in a timely and efficient mannerIdentify and implement process improvementsTrain and develop the Helpdesk staffEnsure that the Helpdesk staff has the skills and knowledge necessary to provide excellent customer serviceMonitor and track Helpdesk performance metricsPrepare and present reports on Helpdesk operations to managementEscalate complex issues to the appropriate personnelWork with other IT departments to resolve customer issuesStay up-to-date on the latest IT trends and technologies
Bachelor Degree in Information Systems
Higher Institute of Computer Science and Management Technology
2008
to 2011
CCTV ( Course )
2016
Skills
Information Technology
- 8 Years of Hands on Experience in PCs, Notebooks and Workstation Maintenance ( hardware & software )
- Handle all Versions of Windows ( v311 - win 10 )
- Diagnose, detect the defective part, Installing, replace and configuring computer spare parts and configuring computer hardware operating systems and applications .
- Diagnoses and resolves end-user software, hardware, Network printer, e-mail, internet problems.
- Provide onsite and remote help desk support to end users.
- Ability to Handle VMware Workstation & Hyper-V
- Ability to Handle Xerox and hp printer work center
- Ability to Handle Kaspersky and BitLocker encryption
- Dealing with Microsoft dynamic CRM ticketing system
- Dealing with Service now ticketing system
- Dealing with Airwatch
- Dealing with Tracer ( Time attendance system )
- Experience of TCP/IP and other networking concepts
- Configuration routers
- Configuration switches
- Configuration AP
- Configuration ADSL Modems
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
- Administrating and troubleshooting LAN
- Administrating and troubleshooting Firewalls ( FortiGate – Sophos )
- Install and Configure Windows Server 2012 – 2016
- Windows server administration ( Active Directory – File server – print Management – DHCP – DNS – BACKUP – GPO )
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
- Kaspersky Administration kit Server
- Office 356
- Backup Solutions ( Acronis Backup - Symantec Backup Exec - Veeam )
- Deal with Microsoft Azure
- Deal with Microsoft System Center Configuration Manager ( SCCM )
Communication
- Self confidence
- Self motivated
- Ability to make decisions
- Ability to work in Teamwork
- Influential role and leadership
- The ability to communicate with others
- The art of persuasion
