Hamza Abdulbagi

Experience

• 

  PEPSI - Sudan

  Dec 2014 - May 2021

  • Designing and implementing new network solutions and/or improving the efficiency of current networks.• Responsible for resolving escalated service issues, coaching other engineers to resolutions.• Rapidly establish a good working relationship with customers and other professionals, such as software developers.• Improves operations by conducting systems analysis; recommending changes in policies and procedures.• Test and evaluate new technology.• Conduct inspections to ensure IT systems and equipment are operational.• Ensuring staff is properly trained on new systems.• Evaluate and assist with vendor relations in the purchase of new hardware and related software to improve our overall cost-efficiency Show less #Install and configure computer hardware operating systems and applications.#Designing and implementing new network solutions and/or improving the efficiency ofcurrent networks.# Report network operational status by gathering and prioritizing information andmanaging projects.#Monitor and maintain computer systems and networks.#Talk staff or clients through a series of actions, either face-to-face or over the phone,to help set up systems or resolve issues.#Troubleshoot systems and network problems, diagnosing and solving hardware orsoftware faults.#Replace parts as required.#Follow diagrams and written instructions to repair a fault or set up a system.#Set up new users' accounts and profiles and deal with password issues.#Rapidly establish a good working relationship with customers and other professionals,such as software developers.#Responsible for data backup process using Network Attached Storage (NAS).#Test and evaluate new technology.#Conduct inspections to ensure IT systems and equipment are operational.#Ensuring staff is properly trained on new systems. Show less

  • Senior IT Support Engineer

    May 2020 - May 2021

  • IT Support Engineer

    Dec 2014 - May 2020
• 

  Raqmiyat

  Apr 2021 - Sept 2021

  IT Support Engineer

  Client: Abu Dhabi National Exhibition Center [ADNEC] Ensuring user queries or issues are captured, validated, and triaged for further processing. Ensuring that various types of information are communicated to users through the appropriate channel(s). Responding to IT support requests over the phone, ManageEngine ServiceDesk Plus system, via email and in person. Downloading, installing and configuring software to meet user requirements. Ensuring correct use of applications, networks and equipment. Testing and updating existing software. Escalating advanced IT support cases. Documenting records of actions taken. Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers. Ensuring computer network’s optimal performance. Analyzing issues and determining correct software or hardware solution. Show less

• 

  Expo 2020 Dubai

  Sept 2021 - Jun 2022

  IT Desktop Support Engineer.

  Company: Jumbo LLC. Responding to IT support requests over the phone, ITSM system, via email and in person. Provide support to client's computer systems Desktops/Laptops/Network & Wi-Fi). Responding to the client, IT support requests. Diagnose software, networking, or hardware issues. Providing technical support on-site or via remote-access systems. Tracking, managing & compiling job reports. Updating Help Desk System with proper information. Checking for other opportunities when onsite. Understand & resolve customer requirements/issues and close tickets within time. Maintaining good client relations & ensure a high level of client satisfaction. Increase Company reputation with quality on-time support & services. Show less

• 

  Core42

  Oct 2022 - now

  Responding to IT support requests via phone, ITSM system, email, and in person.Providing technical support for client computer systems, including desktops, laptops, network infrastructure, and Wi-Fi.Diagnosing and troubleshooting software, hardware, and network-related issues.Delivering on-site and remote IT support to ensure minimal downtime.Logging and updating support tickets in the Help Desk system with accurate information.Monitoring and tracking support requests, ensuring timely resolution and proper documentation.Identifying and addressing additional IT support opportunities during site visits.Ensuring customer requirements and technical issues are resolved efficiently within SLAs.Maintaining strong client relationships and delivering a high level of customer satisfaction.Enhancing company reputation through timely and quality IT support services. Show less Act as the first point of contact for all IT support requests from end-users Monitor and manage the service desk system and ensure timely response to all requests Conduct remote troubleshooting of technical issues and provide resolution or escalation as necessary Create and maintain knowledge base articles and documentation for end-users Escalate complex issues to the appropriate IT team members Maintain accurate records of all support activities in the service desk system Resolve hardware, software, and network issues promptly and efficiently. Act as the first point of contact for all IT support requests from end-users Show less

  • IT Support Engineer

    Mar 2025 - now

  • IT Service Desk Engineer

    Oct 2022 - Mar 2025