Sayed Abualia

Experience

• 

  Al Zina Geometrical

  Mar 2010 - Jun 2012

  IT Trainee

  • Assisted in providing tier 1 support for and maintenance of computers, servers, peripherals, network devices, and other computer hardware.• Assisted in installing, configuring, maintaining and updating desktop and laptop computer operating systems, drivers and application software.• Assisted in diagnoses, troubleshooting, and repairing computer problems relating to software packages, basic hardware issues, security and password problems.

• 

  Aman Information Systems

  Jul 2012 - Jun 2014

  System Solution Engineer

  • Managed and monitored all infrastructure and system installations, including configurations, testing, and maintenance.• Identified potential issues and integrated possible solutions.• Created reports and documentation outlining findings and solutions.• Provided guidelines for implementing secure systems for customers and installation teams.

• 

  GISTEC

  Oct 2014 - Feb 2017

  • Provided technical support for customers to support pre-sales and post-sales processes.• Analyzed customers’ needs and suggested upgrades or additional features to meet their requirements.• Provided developers with customers’ feedback to help identify potential new features or products.• Served as an escalation point for service issues and owned communication in critical situations. • Worked closely with clients to define, analyze, design, code, test, document, deploy and maintain custom software solutions within projects.• Installed and configured server software products and provided knowledge transfer to clients enabling them to manage applications.• Supported delivery of pre-sales activities, including responding to client requests for information, planning, developing conceptual solution presentations and demonstrations. • Provided high-quality technical support “Tier 2” to end users of multiple software to effectively diagnose and resolve incidents, while making a positive impression.• Acted as a consultant and offered solutions for customers' problems.• Worked with all internal groups, including support, sales, engineering, product management, and consulting to find a proper solution.• Followed standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

  • Technical Account Manager

    Dec 2015 - Feb 2017

  • Professional Services Engineer

    Jun 2015 - Dec 2015

  • Technical Support Engineer

    Oct 2014 - Jun 2015
• 

  Kroger Technology

  Apr 2017 - Sept 2017

  Desktop Support Analyst

  • Completed and documented all calls in the form (ticketing system) of service tickets through resolution.• Analyzed and determined the magnitude of the incidents and escalated to management any identified trends affecting customers to reduce overall incidents.• Provided outstanding customer service and expertise as the first point of contact for support.• Communicate technical analysis and resolution through written documentation within the knowledge base.

• 

  Kimpton Hotels & Restaurants

  Dec 2017 - Aug 2020

  Help Desk Specialist

  • Resolve any issues related to the servers, networks, and telecommunications by consistently troubleshooting and monitoring.• Performs administration tasks including user/group administration, security permissions, group policies, systems configuration, research event log warnings and errors, and resource monitoring.• Administer on-call and after-hours technical support during monthly scheduled outages and unscheduled emergency situations.• Working tickets & requests from start to finish with a high level of customer service & communication. Show less

• 

  The Good Feet Store

  Aug 2020 - now

  •Providing technical expertise and strategic leadership for technology assessments, designing and developing complex systems and enterprise solutions, defining architectures, requirements, and conceptual designs, and verifying and validating.•Maintaining the safety and security of the systems infrastructure and improving the stability of the operating systems to support business operations.•Coordinating with other members of a project team to ensure that all steps in the development process are completed on time. Show less •Configuring networks and switches to meet telecom needs, monitoring and analyzing systems and preparing reports, complete projects that support operations, Resolve network and hardware issues•Participating in software and hardware evaluations and implementation of systems.•Developing and implementing maintenance procedures, monitoring systems health, gathering system statistics, and troubleshooting reported errors and alarms, maintaining and upgrading existing systems as required•Ensuring the proper function of LAN, WAN, Internet, and intranet connections. Testing hardware and software, design network configurations and architecture, back up network servers, and monitor system performance. Show less

  • Lead System Engineer

    Sept 2022 - now

  • System Administrator

    Aug 2020 - Oct 2022