Islam A.

Experience

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  El-Araby Group

  Jan 2013 - Aug 2014

  Toshiba Copier Maintenance Engineer

  ▪ Service and maintain customer's digital office equipment .▪ Maintain assigned field stock and parts inventory.▪ Repair copy equipment-hardware and software related.▪ Verify equipment functioning by completing test initiatives and final adjustments.▪ Complete document service actions-service forms, reports, logs and records.▪ Maintain and service company office equipment and color systems on customer premise.▪ Perform copier machine modification and software upgrades/maintenance.▪ Assess and troubleshoot customer software and hard copy orders for production problems or issues. Show less

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  Orange Egypt

  Sept 2014 - Aug 2016

  Associate, IT Service Desk

  ▪ Provide a high quality service desk support with a high degree of customer satisfaction .▪ Supervise all Alex IT tickets and areas nearby.▪ Provide accurate and creative solutions to user’s problems of moderate nature to ensure productivity.▪ Identify, research and resolve technical problems.▪ Respond to personnel requests for technical support.▪ Document, track and monitor the problem to ensure a timely resolution.▪ Rely on instructions and pre-established guidelines to perform the functions of the job.▪ Work under immediate supervision although he/she relies on experience and judgment to plan and accomplish goals.▪ Perform a variety of complicated task and may lead and direct the work of others. Show less

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  Egyptian Steel

  Aug 2016 - Jun 2019

  ▪Identifies, troubleshoots, resolves, and documents complex issues while maintaining customer satisfaction.▪Installs, supports, configures, evaluates, maintains, monitors and analyzes systems and software in a client network environment.▪Leads high priority tickets involving server or network troubleshooting, hardware repairs, disaster recovery, or other critical requests escalated for assistance.▪Utilizes remote monitoring and management software to resolve client requests.▪Document, review and improve existing or new technical procedures and knowledge management.▪Responds to client support request tickets, calls and emails, assign ticket severity, update service work notes, and prioritize work to resolve complex support client issues.▪Establishes a high level of personal credibility and builds strong professional working relationships with client and their staff.▪Acts as an escalation point providing leadership to other support staff regarding tickets needing assistance, planning, or technical work to ensure proper resolution.▪Participates in ongoing personal training and attainment of applicable technical certifications.▪Performs duties as Support Specialist as needed in department.▪Providing updates, status, and completion information to management. Show less ▪ Serve as the first point of contact for customers seeking technical assistance over the phone or email.▪ Provide technical assistance and support for Diagnosing and solving hardware/software faults.▪ Handling all Alex Plant cams problems and insure they are recording on server.▪ Handling user accounts management on active directory.▪ Manage storage and attendance server for different departments.▪ Maintaining an Asset Database on SAP and track changes.▪ Train computer users.▪ Controlling Wireless access points and user VLANs.▪ Resolve technical problems with Local Area Networks (LAN) and Wide Area Networks (WAN). Show less

  • Senior IT Site Support Specialist

    Mar 2019 - Jun 2019

  • IT Site Support Specialist

    Aug 2016 - Jun 2019