Marco Malty

Experience

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  Horse Engineering

  Jan 2009 - Jul 2017

  Technical Support Engineer

  Responsible for providing technical support and services to over 200 users within the company.• Ensure Network and Server Availability and Stability.• Manage Active Directory Users and Computer Accounts.• Control Access to Shared Resources.• Manage Printers.• Install and Support Operating Systems and Applications.• Provide LAN Support (Installation and Troubleshooting).• Maintain Desktop and Laptop Hardware.• Offer Onsite and Remote User Support.

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  Great Pyramid Travel for tourism

  May 2009 - Jan 2010

  Webmaster & Technical Support Engineer

  • Ensured the availability and stability of the network and computers.• Managed access for shared resources and resources attached to the network.• Installed and supported operating systems and necessary applications.• Provided LAN support, including installation and troubleshooting.• Performed desktop and laptop hardware maintenance.• Edited, updated, and maintained the company website.• Improved the website's ranking on search engines (SEs).

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  Ford Foundation

  May 2017 - Dec 2021

  Technical Advisor

  First Line - Technical Advisor for the Egypt OfficeMonitor and Support:• System Status.• All Devices within the Server Room and ISP Routers.• Security Systems (NVR, Access Control Systems, Intrusion Detection Systems).• Audio/Visual Devices, including Conference Equipment and IP Phones.• Google Backup and Sync, File Stream, and Google Drive.• Mobile Phones, GDP and Updates (iOS and Apps).Provide Support:• Connectivity Assistance for Any Device (Visitors/Users)• Physical Support for Network/Windows Teams• Reimaging of Old/New Machines• Firmware Upgrades for All Devices• Troubleshooting Printing and Scanning Issues• Meeting Support (Google Meet, WebEx, Zoom, BlueJeans)• Network Bypass for Site Issue Troubleshooting• Rapid Remote Support for Users• Local User and Computer Management via AD/Google Admin• Enrollment of Organization Mobile Devices to GDP• Assistance for Guests.• Ensure User Awareness of New Features, Policies, and Implemented Technologies• Physical Implementation and Configuration of New Devices• Monthly Checks for Phones/Laptops• Daily Checks for Meeting Room Devices• Create Standard Operating Procedures (SOPs)• Provide "How To" PDF Guides for Users• Update Inventory in Asset Tiger Show less

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  ODEC Technology Solutions

  May 2017 - Dec 2021

  Technical Support Engineer

  ODEC is an IT service provider company. During my tenure at ODEC, I was assigned to various companies and projects, including Ford Foundation, Bloomberg, Ladurée, and Medtronic.

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  Medtronic

  Jun 2021 - now

  • Provide support for EMEA users through phone, live chat, and self-service tickets.• Assist in implementing new projects and addressing critical emergency issues for the Egypt office.• Lead and assist Field Support Engineers in delivering optimal service. • Responsible for providing technical support and services to over 200 users within the Emerging Africa region.• Manage the IT assets for EA.• Provided remote and onsite support for the Egypt office and the warehouse and remote support for the Emerging Africa region.• Provide support during events, and meetings (Annual meetings).

  • Technical User Support Analyst - Front Line Support

    Jan 2022 - now

  • Technical User Support Analyst

    Jun 2021 - Jan 2022