Khaled Hesham

Experience

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  ABC Technology Limited

  May 2011 - Dec 2011

  Help Desk Support Engineer

  -Maintains and supports computer network infrastructure and provides network support to the users.-Installation, configuration, and testing of PC and server hardware, software, LAN and WLAN networks.

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  TE data

  Dec 2011 - Dec 2012

  Technical Support Representative

  - Handling customer inquiries, complaints, and ADSL Technical Problems.- Running first level troubleshooting steps.- Isolate customer problem and handle escalations to appropriate support team level.- Follow up on customer technical cases and provide feedback.- Provided efficient solution of the customer's problems.- Ensure Customer delight and satisfaction.- Provide customer with accurate information and right solutions.- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.- Updates job knowledge by studying new problems solutions. Show less

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  Souq.com

  Jun 2012 - Jun 2014

  System Administrator

  - Setup, Configure, Manages, Secures and Sustains Domain Controller at multiple remote locations.- Implementation and administration of Windows Server 2008 AD Services.- Creates and sustains Group Policy objects to meet theater, installation, and organizational requirements.- Maintains and supports computer Network infrastructure and provides network support, Hardware, Software and all IT related issues Support to the users.- Setup, Configure and Monitoring the Antivirus software using Symantec Endpoint Protection. (Management console in the server and client agent in the machines).- Manage and control the Firewall activities (Identify security issues and risk, implement new policies, develop current policies, configure VPN system, control internet traffic and bandwidth to ensure high level of security of the IT infrastructure).- Supporting a multi-site IT infrastructure of at least 200 employees.- Support deployment of client applications and required PCs Software.- Performing system Backups and Data Recovery.- Setup, configure and monitor the VOIP System (Elastix) and connect thesystems together.- Install and Configure Fingerprint machines for security and time attendance.- Manage, maintain and control the PBX Telephone system.- Install, Configure and Monitoring Security Cameras.- Requesting the new items and follow up the delivery, Assets management and procurement, assist with purchase orders for hardware and software procurement. Show less

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  Wasla Outsourcing

  Jan 2013 - Jun 2013

  Technical Support Engineer

  - Access CRM and Citrix applications to identify different tickets issues.- Investigate and classify user’s different tickets.- Providing technical support via Helpdesk systems for a wide range of applications.- Follow up and monitor the LAN and WAN connectivity.- Use troubleshooting steps to solve various IT related problems.- Network connectivity troubleshooting ( Ping,Tracert and Telnet )- Supporting a multi-site IT infrastructure of at least 500 employees.- Handle Installations and upgrades of software and hardware for end user.- Escalate cases to Voice, Network, System Admin and Development teams in case it’s needed. Show less

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  E-finance

  Jun 2014 - Dec 2017

  Senior Technical Support Engineer

  - Ensure that all requests from customers are handled promptly and effectively, and that agreed service levels are met.- Provides guidance and work leadership to less-experienced technicians.- Ensure all Policies and procedures are adhered.- Adhere to the SLA between first line of support team and customer.- Install, troubleshoot application software (Windows OS, MS Office, etc.), User account management (Active Directory - create, modify, disable, delete, etc.), User Exchange email box and Outlook profile creation and management, installation and support of other third-party software.- Deploy software packages using Microsoft SCCM.- Follow up Microsoft SCOM Alerts.- Install, Build, Deploy virtual images and physical PCs (HW /SW).- Working with Data Center activities (Blade & Rack Mounted servers).- Working with Microsoft System Center Suite 2012.- Working with Microsoft LYNC to communicate and remote to solve incident.- Monitor Service Manager Console for incident assigned to the queue and process based on priority.- Answering technical queries and assisting other teams (Calls, Mails, Ticketing System and remotely).- Troubleshooting basic network (Wi-Fi, DHCP and DNS).- Manage PCs setup and deployment for new employees using standardhardware, images and software.- Help end-users in the setup Microsoft and CISCO products in response to the trouble tickets assigned by the first line of support.- Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services.- Analyzing system logs and identifying potential issues with computer systems.- Prepare hardware and software inventory and update inventory sheet.- Responsibility for documenting the configuration of the system. Show less

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  Etisalat

  Dec 2017 - Feb 2018

  Senior Field Service Technician
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  RetailGreen

  Feb 2018 - Sept 2020

  Technical Support Lead
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  KGroup

  Sept 2020 - Aug 2023

  IT Manager
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  Deloitte

  Sept 2023 - Feb 2024

  IT Manager
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  KGroup

  Feb 2024 - now

  IT Manager