Abdallah Mustafa

Experience

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  Sudatel Telecommunicatin Academy ( Sudacad )

  Oct 2015 - Oct 2016

  Technical Support Engineer

  Install and configure computer hardware, software, network systems, and printers.Participate in 24/7 on-call rotation and handle user inquiries via phone.Monitor and manage user access and account setups.Troubleshoot and resolve laptop and desktop issues, including diagnostics and repairs.Set up new user accounts and profiles.Test and evaluate new technologies for deployment.Install and configure Microsoft products on both Windows and Mac machines.Deploy, configure, and troubleshoot software and hardware installations.Escalate tickets as needed for higher-level support.Perform daily OS installations and upgrades for lab environments.Create and configure new extensions for IP phones, including Alcatel and AVAYA systems.Set up, troubleshoot, and manage IP phone configurations to ensure seamlesscommunication.Configure and install IP cameras, including setup, troubleshooting, and network integrationfor security systems. Show less

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  Sudatel Telecom Group, Ltd

  Jan 2017 - Nov 2018

  Charging and Rating System Engineer

  * Monitoring OCS system ( Online Charging System) if any alarm shown check the services and send report to OCS Back Office.* Genrating Recharge Cards ( Create, load, export , activation, unload, delete Scratch)* Create Special Number and adjust Charge. * Prepare Daily Report ( Subscriber of Postpaid & prepaid Reports) using Linux Comand to Extraction report. * check Server hardware weekly and prepare reports.

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  Bank of Khartoum

  Dec 2018 - Sept 2024

  Manage, maintain, and support Cisco network infrastructure, including routers, switches,and firewalls.Oversee network performance, handle patch management, manage change requests, andescalate unresolved incidents.Assist in network setup and maintenance while ensuring optimal performance and capacityProvide Tier 1 and Tier 2 technical support to end-users via phone, email, or chat.Troubleshoot hardware, software, and network issues, including desktop, laptop, printers,and peripheral devices.Resolve technical issues related to Windows OS, macOS, Microsoft Office Suite, and otherbusiness applications.Create, manage, and escalate support tickets using IT Service Management (ITSM) tools(e.g., ServiceNow, JIRA, Zendesk).Assist with user account setup, password resets, and access management using ActiveDirectory and other identity management tools.Configure and deploy new workstations, laptops, and mobile devices following companystandards.Perform regular software updates, patches, and antivirus management.Document detailed resolution steps and maintain knowledge base articles for recurringissues.Collaborate with other IT teams to ensure quick resolution of escalated issues.Conduct remote troubleshooting sessions to resolve technical problems.Provide basic training and user guidance on IT-related tools and software.Monitor and respond to alerts from monitoring systems, ensuring minimal downtime.Participate in IT projects such as system upgrades, migrations, and hardware refreshes.Assist with onboarding and offboarding processes, including equipment setup and retrieval.Ensure compliance with IT policies, procedures, and data security protocols.Escalate unresolved incidents to higher-level support teams for further troubleshooting andresolution Show less * Ensure to provide continous and full Support & immediate solution to branches. If possible - incase the branch have any Systems issue. * Provide full Support to branches in Systems area and user control access privilege. * Analyze and develop logical Soulations to problems.* Ensure to provide continous and full report for Operation as needed .* Granting User Access Privileges on banking system ( IMAL, ECC, IRIS, E-account, Mbok, Ibok) as needed & prepare system reports.* Arranage with IT to develop & Create new MIS and System test when require.* Coordinate with other department to solve systems and operations issue. Show less

  • IT help Desk Assistant

    Jan 2022 - Sept 2024

  • Operations Bussines Support and Operation Control

    Dec 2018 - Jan 2022
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  Index Information Technology Services LLC

  Sept 2024 - now

  IT Support Specialist

  Provide comprehensive technical support and troubleshooting for ADHICS software and hardware, ensuring optimal performance and user satisfaction.Assist users with health information systems, including Electronic Health Records (EHR) and telemedicine solutions, addressing any issues that arise.Configure, install, and maintain IT equipment and systems related to ADHICS, ensuring seamless operation.Collaborate with IT and healthcare professionals to ensure proper integration and functionality of the ADHICS system within existing infrastructures.Document and track support requests, resolutions, and system changes in a ticketing system to maintain clear communication and accountability.Ensure compliance with healthcare regulations and data security standards, protecting sensitive patient information.Provide support for general IT functions, troubleshooting non-ADHICS-related hardware, software, and network issues as needed.Assist with the rollout of new ADHICS solutions, contributing to IT project planning and implementation to enhance operational efficiency. Show less