Experience — Mounir Arrak

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Experiences

1. Provide a technical support to users (Helpdesk)
  to ensure the quality of IT services used in the
  school in coordination with the Ministry of
  Education and Higher Education.
1. Solve the devices issue and primary network’s
  issues (the first level of technical support).
1. Follow and manage some systems working on
  servers according to the privileges granted by the
  Ministry of Education and Higher Education:
1. Management of files and shared printers via
  “Microsoft File & Print” system and OneDrive for
  Business.
1. Follow the necessary updates for the antivirus
  system.
1. Adhere to follow up with all vendors and
  MOE’s stakeholders during setup the infrastructure
  of the schools such as:(Supply /deliver – install and configure the devices of IT programs) follow-up to
  solve the issues) For example:
  • Servers
  • Computers and their attached devices (printers
  – photocopiers .. etc)
  • Networking devices
  • Switches, Routers, Firewalls, Access Points,)-
  • Phones (IP Phones)
1. Supervise on the installation of new received
  devices from vendors such as (PCs, Printers,
  Photocopiers, Scanners, ., etc.) and insure that The
  equipment's are registered in the Assets and
  Tracking systems (recorded by the Store's
  Custodian) upon delivery to the school staff.
1. Documenting and characterizing the problems
  and issues and working to solve them through
  (Saaed)
1. Ensuring that all the needed actions are done
  to fix any issue and if it is not fixed, it should be
  escalated to IT Helpdesk with describing all the
  steps taken to fix it and attaching all the files that
  help in fixing the issue (screenshots, logs, contact
  numbers. etc.)
1. Communicate and coordinate with the
  Department of Information Systems in the Ministry
  of technical and administrative matters that ensure
  the efficiency of work in the school
1. Attend the courses and technical workshops
  proposed by the Department of Information
  Systems.
1. Adhere to the obligation of using the
  programs approved by the Ministry, the use of
  legal licenses for programs and the obligation of
  not installing any pirated or non-educational
  programs .
1. Installing and support Office 365 applications (Not
  training on how to use the application)
1. Provide technical support to all initiatives of the
  Ministry of Education and Higher Education as (distance
  E-Learning)
1. Provide technical support such as: (installing,
  configuring - troubleshooting - update) to the
  following :
  Desktop and Laptop PCs.
  • Colored and Black & White printers.
  • Photocopiers and fax machines.
  • Audio and Visual Devices at schools.
  • (fixed/portable data show, Projectors, etc.).
  • Telephone devices IP / Telephones
  • Students' Appliances (Tablets).
  • "Barcode" devices used in Assets Tracking
  system.
  • Applications and various software systems
  including but not limited to :(operating system
  and all the approved programs from
  Information Technology) as shown below:
  • Maktabaty: Make sure that URL is reached,
  Adjust system settings -Follow up with ITHelpdesk regarding school users issues through
  Saaed App.
  E-Service : Follow up user’s issue through Saaed
  •App and send issue to the technical support in
  the ministry.
  • ERP – Finance module :Setup all the required
  tools.-Configure the Application settings on
  Accountant user.-Follow up with it-helpdesk
  regarding the issues that encounter users
  through Saaed App.
  • HR :Setup all the required tools and
  configurations to fit the App installation.-Follow
  up with it-helpdesk regarding users’ issues
  through Saaed App.
  • CMS: Grant permission to the users.-Configure
  Printer, Barcode and Scanner Settings.-Setup all
  the required tools and adjust required settings
  to fit the App installation.-Follow up user’s
  issue through Saaed App.
  • Hodhod :Configure language settings.- Follow
  up with it-helpdesk regarding users’ issues
  through Saaed App with corporation with IT
  App team.
  • Asset Track :Configure all the OS setting. -
  Configure Scanner settings- . Follow up with ithelpdesk regarding users’ issues through Saaed
  App with corporation with IT App team.
  • E-Archiving System: Configure the required
  system settings – Configure scanner settings -
  Follow up with it-helpdesk regarding users’
  issues through Saaed App
  • TMS: Follow up with it-helpdesk regarding
  users’ issues through Saaed App with
  corporation with IT App team.
  • CIS School Nurses : Make sure that All the
  Nurses’ configurations are matched with the
  Health Care Centre standards.-Adjust Health
  Care APP configurations and settings.-Follow up
  user’s issue through Saaed App.-Any Technical
  issue related to Health Care Center App, should
  be solved by their technical team not MOE team
  according to the agreement.

Installationand config CRM (Predictive: Goautodial ,elastix, Vicibox... )
project Migration 2003/2008 server to 2012 server
updating and monitoring IT user account Diagnostics incidents and set corrective work
Server and Workstation installation, maintenance, upgrade, repair and security
User account management
Integrations with Asset Management Systems, Monitoring tools,
Configured and managed AD, Exchange, DHCP, WSUS, Bitdefender Antivirus and backup servers in the corporate network
Security system using IPCOP , IPFIRE
Website hosting work with Photoshop , Prestashop , Marketing web sales product
Printers, scanners, access points, mobile devices, cloud services, email support and troubleshooting, Remote Desktop and more
Manage social media : Promote , schedule post...
Manage network supervision tools
Ensure the installation and maintenance of hardware and software according to the instructions
Ensuring compliance with deadlines announced in troubleshooting helpdesk incidents.

Managing Accounts and Groups in network administration
Configuration Routers and Switch Cisco, Firewall
VoIP, SIP, PBX Systems, QoS
Domains, Workgroups, Group Policy, Active Directory, NTFS
Administration windows server 2003/2008/2012/2016/2019
Install , configure and work with SHAREPOINT 2007/2010/2013/2016
Using Proxmox
Software installation and support and more
GLPI inventory management
Participation in the general activities of the IT Service
Technical and functional support to users
Ensure the realization of the various operating procedures.

Configuring IP cameras and scoring machine
Design and management of computer networks
Network client / server service, network Peer to Peer
Set up and installation of Extra view trouble ticketing system./ nagios

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