Mohammad Ashour

Experience

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  Intertec Systems

  May 2008 - Aug 2011

  IT helpdesk Engineer

  - Supporting users of all government hospitals and clinics in Dubai.- Troubleshooting and resolving issues with Computer hardware and software.- Installing and supporting new devices such as Local and network printers, scanners and also software used by deferent departments.- Handling user account problems over OUs in Active Directory.- Troubleshooting internet, Email and network issues.- Troubleshooting deferent DHA applications and E-services.- Documenting all calls and emails received from the customer and following up work orders assigned to other support groups and confirming the end user satisfaction.- Participating in quality control tasks as well as call monitoring and documentation auditing.- Training new IT staff on Process and procedures and all needed technicalities. عرض أقل

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  E& enterprise IoT & AI

  Aug 2011 - Jan 2019

  Senior IT Services & Support Engineer

  - Maintaining full functioning of ICT devices, not limited to PCs, Printers, Interactive Projectors, Smart Screens, Network infrastructure devices IP Phones, CCTV, UPSs, Storage servers, Access Control Devices, A/V equipment, Photocopiers, and other equipments used at customer locations.- Carrying out site surveys for new customer premises for preparation for equipment and defining distribution location.- Support in installation and configuration of assigned customer ICT equipments, not limited to Desktops, Laptops, Printers, IP phones and Peripherals at customer premises.- Handling user and computer account problems over OUs in Active Directory.- Deploying mass images, desktops, laptops and OS updates when required.- Carrying out repairs and initiate return of faulty equipment according to the customer maintenance contract.- Reporting and escalating all observed problems to the proper operational escalation points.- Liaising with hardware vendors for 3rd level support for the under warranty devices.- Supporting telecom rooms and cabling.- Tracking asset movement and perform inventories as needed and report back to asset management.- Performing interventions as a result of Service desk requests as soon as possible and within the terms of the customer contract and report them to Electronic Incident Management System and Incident Reference as long as contributing to knowledge base and technical articles. عرض أقل

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  Kadam El Khair and (The Industrial Company for Leather and Textile Products) - Family Business

  Jun 2019 - Aug 2021

  Creativity and Production Manager

  - Design products and its manufacturing tools and processes.- Manage creativity and production innovation throughout all stages of the manufacturing life cycle.- Facilitating staff requirements in order to keep production pace on track.

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  LINK TSP

  Sept 2021 - now

  Business Analyst & Senior Customer Support

  - Meet with customers for scope defining and business requirements gathering, and conduct meetings and workshops with the stakeholders for the same.- Produce business documentation such as, but not limited to, SRSs, UATs, user stories, use cases, low and high fidelity mockups as well as clickable prototypes.- Perform competitive analysis in order to provide sales team with supportive data, as well as look for, document and design system enhancements.- Prepare implementation plans, user roles metrics, and data structure that fits the customer’s business.- Provide full system training for customers as well as internal staff, and create training materials, system and process guides, manuals, presentations, and other documents.- Represent LinkTSP customers by reporting and following up issues and CRs, and make sure that all fixes and implementations accurately meet the agreed requirements and SLA, and produce related periodic reports.- Design and continuously review and improve support processes and work flows. عرض أقل