Ramadan Osman

Experience

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  Zain Sudan

  Aug 2013 - Jul 2014

  Call Center Support Representative

  Call center customer supportservice deskhelp desk

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  Pixel Training Center

  Aug 2014 - Mar 2015

  IT Support Technician

  IT Support Technician

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  Al-Neelain University

  Mar 2015 - Mar 2019

  University Lecturer

  Lecturer and Web Application Developer

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  Ministry of Human Resource and Emiriazation

  Jul 2019 - now

  Information Technology Support Engineer

  Answers Help Desk phones and emails while communicating effectively verbally and in writing.Accurately log support requests in our ticketing system.Provide Tier 1 (front-line) and Tier 2 technical support to all end users.Diagnose and triage all assigned Help Desk cases; escalating where indicated or when necessary.Responsible for supporting all aspects of the organization's endpoint stack such as desktop computers, laptop computers, mobile devices, scanners, printers (network/desktop), and Cisco VoIP phones.Monitor Help Desk queues in our ticketing system to ensure timely resolution.Create/maintain computer accounts, user accounts, security groups, and distribution groups in Active Directory Users and ComputersManage users Cisco VoIP phones by resetting VM pins, setting up speed dialing, etc....Alert Management to emerging trends in incidents.Document, in detail, steps taken to resolve escalated support cases in ticket logsTroubleshooting VPN issues with Cisco AnyConnect, Global Protect, and Cisco VPN ClientTroubleshoot issues with network file shares and mapping network drivesManage users in Exchange AdminOther Duties as Assigned Show less