Mohamed AbdelMaksoud

Experience

• 

  Humax

  Aug 2008 - Oct 2009

  Electronic Engineer

  Worked as an Electronics engineer in Humax Company in the maintenance department.- Responsible for reassembling satellite receivers.- Responsible for testing new receivers before delivering them to sale points.- Responsible for testing new chipsets and providing approval reports as per their status.

• 

  Mobinil

  Oct 2008 - Jul 2013

  IT Help Desk Support Engineer

  Worked in Mobinil as IT Help Desk Engineer in Mobinil branch.- Troubleshooting ADSL routers issue & fix it (software and hardware).- Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.- Handling technical requests related to (PCs, Printers, and Network).- Following up with customers to ensure solving their issues.- Responsible for stock counting and shipments tracking (using MS Great Plains software). Show less

• 

  Etisalat UAE

  Jul 2013 - Jan 2015

  Technical Support Engineer

  Worked as a Technical Support Engineer in Etisalat UAE- Member in Prestige Team (Handling VIP Customers).- Handling all technical issues related to triple-play products (TV+Internet+Telephone) & supporting mobile services (Data packages, billing, Offers).- Supporting the users by phone or mails and answering their technical inquiries.- Handling 1st line technical cases & following up pending tickets (approximately 140 tickets per day) to close them within SLA.- Reassigning tickets to concerned teams if needed.- Following up with customers to ensure solving the issues. Show less

• 

  Halian

  Feb 2015 - Oct 2015

  Information Technology Field Engineer

  Worked as a field engineer in Halian International in smart learning project SLP.SLP: H.H. Sheikh Mohammed bin Rashid AlMaktoum launched SLP to establish a unique learning environment in schools through the introduction of ‘Smart Classes’ under which students will utilize smart devices and high-speed 4G networks as means of acquiring knowledge.- Responsible for on-site and off-site diagnosis, troubleshooting, maintenance, upgrades, and repairing issues at schools.- Solving all issues related to computers, laptops, student tablets, IP phones, projectors, smart boards, printers, cabling, and wireless access points.- Receiving and responding to incoming help desk calls or tickets through the ticketing system.- Handling setup and deployment of new desktop and notebook computers, peripherals, printers, software, and other items as required.- Coordinating between third-party support vendors and end-users. Show less

• 

  Department of Education And Knowledge - ADEK

  Oct 2015 - Dec 2018

  Senior Information Technology Support Engineer

  Worked as IT Support Engineer in Department of Education & Knowledge ADEK- Providing technical support services for ADEK employees& school teachers (+15000 users).- Responsible for all issues related to (SW, HW, users accounts & mailing services).- Managing an Active Directory Domain. Add/Remove users, computers, printers, and adjust group membership based on requirements.- Administrating and maintaining system user accesses and permissions: user account profiles, file and share permissions, and installing approved software applications on user computers.- Monitors IT systems and applications to ensure performance and availability are within established benchmarks: internet, internal networks, servers, software applications, VoIP phone operations.- Tracking Schools' network issues & following up with the network team until solved.- Providing full support for ERP application including troubleshooting &users’ assistance. - Handling and resolving ESIS requests coming from public and private schools. - Providing support for ETA(enterprise time attendance) fingerprint system & devices. - Handling tickets/requests for technical issues/assistance via phone, or through Helpdesk systems (Manage engine / HPSM/ Ivanti ITSM Help Desk).- Ensuring the timely response to all service desk support calls and system-generated alerts and achieving SLA. - Creating manuals for new projects & services and sharing them with users.- Collecting surveys from users regarding operation quality & teams' performance. Show less

• 

  Ministry of Education – UAE

  Jan 2019 - Dec 2020

  Information Technology Support Engineer Team Leader

  Worked as IT Support team leader in Ministry of Education MOEMOE CHCs: We were a team of 10 members who are providing ICT technical support services for 10 Customer happiness centers all over UAE.- Supervising day-to-day team’s operation and performance & making regular performance evaluations.- Monitoring the handled requests for quality purposes and coaching the team to improve the quality of resolving the requests.- Assisting team members in finding suitable solutions to resolve users’ issues.- Developing and implementing a timeline to achieve targets.- Setting clear team goals and KPIs.- Planning, monitoring, and reporting Technical Support performance.- Developing a strategy by which the team members can use to reach the project’s goals.- Delegating tasks to team members to achieve the project’s deadlines.- Ensuring efficient resources/system availability.- Coordinating and supervising Technical Support Teams within the region.- Conducting training for the team members to maximize their potential.- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.- Developing a well-designed and motivating evaluation program.- Coordinating with other teams/ vendors to speed up the process of resolving requests. Show less

• 

  Emirates Schools Establishment

  Jan 2021 - now

  Network Technical Manager

  Currently, I’m a Network Technical Manager at Emirates Schools Establishment (ESE).ESE NW Support team: We are responsible for providing support for 600+ sites in UAE.(24x7 supporting Schools, Offices, and hybrid structured data Centers; on-premise & Cloud DTC)TASKS & RESPONSIBILITIES: - Responsible for network and security administration of more than 600 sites in UAE(Schools, Offices, and Data Centers).- Responsible for managing advanced systems configuration: Datacenter appliances; Firewall, VOIP call manager, wireless controller, VPN access, and establishing G2G Services, etc.- Leading network-related projects and setting plans to achieve projects closure time frame.- Perform high-level troubleshooting and analysis to determine the root cause of network outages and implement workarounds and/or permanent solutions.- Isolate hardware and software problems on network devices and work with vendors to resolve issues as necessary.- Perform break/fix maintenance, such as RMAs, routing changes/traffic engineering, DDoS mitigation, etc.- Drive service ownership for the Network Cloud; assist in efforts to streamline problem and change-management processes, improve alerting and incident handling, and increase automation.- Work collaboratively with other teams to identify ways in which we can proactively improve the stability of the network and decrease the potential for future outages to occur.- Supervising day-to-day team’s operation and performance & operating regular performance evaluations.- Monitoring the handled requests for quality purposes and coaching the team to improve the quality of resolving the requests.- Ensure all network issues are resolved on time, with minimal customer impact.- Provide third-line customer support and technical expertise for network-related issues. Show less