Karim Mohamed

Experience

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  Akhbar El-yom Academy

  Aug 2007 - Sept 2008

  Technical support engineer

  •Support end users to troubleshoot problems and provide guidance about computer hardware and software problems including maintenance and installations, networking, printing, emails and office applications.• Constantly monitoring all IT equipment to ensure that non-business related Software is not installed and to regularly update the IT Asset Inventory accordingly.• Development and maintenance of the main website of akhbar el Yom academy www.akhbarelyomacademy.edu.eg• Installed, configured and upgraded Windows operating system, Office packages and other software on desktops as requested by end user• Understanding of support tools, techniques, and how technology is used to provide IT services.• Ability to multi-task and adapt to changes quickly.• Development and maintenance of the main website of akhbar el Yom academy www.akhbarelyomacademy.edu.eg Show less

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  Petra Wajhat L.L.C

  Oct 2008 - Mar 2010

  Technical support engineer

  • Provide remote scripted support to the incidents related to desktop operating system, standard software, and office automation software. Including installing and upgrading Software, implementing file backups, and configuring systems and applications. • Support end users to troubleshoot problems and provide guidance about computer hardware and software problems including maintenance and installations, networking, printing, emails and office applications.Reviews, troubleshoots and approves operational quality desktops, notebooks, printers• Ensuring security and upgrades are applied to desktops and laptops and kept up to date• Installed, configured and upgraded Windows operating system, Office packages and other software on desktops as requested by end user• Understanding of support tools, techniques, and how technology is used to provide IT services.• Created GIC Company Filing Guidelines on server Show less

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  International Turnkey Systems Group (ITS)

  Mar 2010 - now

  Senior End User Support, IT End User Services and acting as team leader

  “Large windows environment - 1500 plus desktops” • Provide level one and two technical support and incident management service desk functions with Monitor and track ticket remedy system and Perform hierarchical escalation according to SLA • Provide remote scripted support to the incidents related to desktop operating system, standard software, and office automation software. Including installing and upgrading Software, implementing file backups, and configuring systems and applications. • Perform anti-virus management (Update, Scan, Remove, etc.) for end user’s client machines. • Perform password reset for end users on directory services and enterprise IT applications and Setting up new users and disabling expired accounts in accordance with HR requirements. • Opening/Shutting Network Ports through Putty, Reset VPN Account Password and Management of Cisco Phone (Hard/Soft). • Perform remote installation and configuration for VPN clients according to the customer’s policies and procedures. • Ensuring security and upgrades are applied to desktops and laptops and kept up to date • Enhance my professional skills in a dynamic and stable workplace to keep up with the cutting edge of technologies. Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets. • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes. • Data center Responsibility: for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and stall new / rebuild existing servers HP & Dell and configure hardware, peripherals in accordance with standards and project/operational requirements • ensure incidents are routed to the proper next level/organization as part of the incident management process • Provide technical support during downtime and shift hours mandatory . Show less