i'm Ahmed Gad El-Karem Abdullah

it assist manger

about me

  • Name : Ahmed Gad El-Karem Abdullah
  • Date of Birth : 6 \ 2 \ 1989
  • Nationality : Egyptian
  • Qualification : Bachelor of Information Systems and Management .
  • Year of passing : May - 2011
  • College/university : Future Academy
  • Email: Ahmedgad14@hotmail.com
  • Phone: 96645146

Experience

IT Help Desk Support Analyst / Technician :

Support – Provide technical assistance and advice to end users, for software configuration, hardware efficiency, and network connectivity. Assisted and interacted with developers, programmers and network administrators in tracking down common software and hardware issues for end users.

IT Support Analyst / Technician

End User Support – Provided Level 2 IT support to over 1000 employees remotely and on site. Fully supported end users offering incident resolution including hardware and software installations, VPN support and AD administration.

Web Based Technology- Saved end users time by educating them on maximizing their usage of cloud computing services.

Lead IT Support Analyst / Technician

Maintenance – Maintained and fixed laptops, desk stations, test stations, and various computer components, troubleshooting, diagnosed, installed, upgraded, configured, and repaired computer systems and network system components.

Training - Trained employees in training for A+ and MCP certifications.

Supervision - Executed daily operations of supervising employees in Training sections (A+ - ICDL - NETWORK).

Administered - Administered all desktop related functions including hardware and software set-up and configuration, maintained and setup new user security accounts with Windows Server 2003-2008.

skills

Hardware:

Repaired, serviced, and refurbished all internal and external components including but not limited to laptops, desk tops, tablet PC’s, PDA’s, printers, and scanners. Replaced varies motherboard components for varies of devices including but not limited to capacitors, power connectors, built in heat sinks, and integrated peripherals.

Systems:

Knowledgeable in most Microsoft operating systems such as: Windows XP, Windows Vista, Windows Seven, Windows Server 2003 – 2008, DOS and Microsoft Office Suites 2003 - 2007 – 2010.

Troubleshooting, installing, upgrading, servicing and diagnosing multiple software applications. Data restoring and data back up with the built in options in Microsoft Operating Systems and by third party software (Symantec Ghost V 11.0).

Networking:

Troubleshooted varies devices over wireless and wired networks for LAN or WAN environments to insure connectivity and performance to Printers, Handheld devices, Bluetooth (Receivers & Broadcasters), Routers, Switches and Hubs.

Installed D.C Promo configuration to Microsoft Windows Server 2003 & 2008, to implement all active directory functions and features to obtain and administer a server like environment, and to deliver all the services and security levels to users, sites, computers and printers.

Configured Workgroup and Domain environments via Windows XP, Windows Seven operating systems for home users, to share files and folders and to locally access multiple computers with multiple environments.

Service Desk Plus / Help Desk Software :

Troubleshooted varies devices over wireless and wired networks for LAN or WAN environments to insure connectivity and performance to Printers, Handheld devices, Bluetooth (Receivers & Broadcasters), Routers, Switches and Hubs.

Installed D.C Promo configuration to Microsoft Windows Server 2003 & 2008, to implement all active directory functions and features to obtain and administer a server like environment, and to deliver all the services and security levels to users, sites, computers and printers.

Configured Workgroup and Domain environments via Windows XP, Windows Seven operating systems for home users, to share files and folders and to locally access multiple computers with multiple environments.

Service Desk Plus / Help Desk Software :

Problem Management :

  • Document symptoms and analyze the impact of problems to mitigate risk.
  • Provide temporary workarounds to ensure service availability until the permanent fix is ready.
  • Identify future incidents and minimize severity.
  • Get a better first time fix rate for your service desk through efficient error control.
  • Proactively identify and fix issues before users experience any issues using the problem management module.
  • Make announcements on problems and avoid duplication of incident tickets.
  • Maintain known error records and enable users to search for them in the self-service portal.
  • Enable technicians to close a problem and trigger an automatic closure of all linked incidents.
  • Publish knowledge base articles on resolved problems for future reference.
  • Identify problem trends with insightful, easy-to-generate reports and come up with permanent solutions.
  • Work in tandem with other ITIL processes like incident, change, and asset management to ensure a high availability of your IT infrastructure.
  • Log problems from incidents and link similar incidents to the problem.
  • During problem analysis, acquire critical asset-related information and view relationships in the CMDB.
  • Initiate a new change from within a problem when a permanent fix is identified.

IT Project Management :

  • Organize IT Projects Better, Right Within Your Service Desk.
  • Track Project Progress, Stay in Control of Schedules and Costs.
  • Gain the Right Insight. Steer IT Projects to Success.

Gain Insights Quickly Straight Out of the Box :

  • Access over 150 previously defined reports to measure IT help desk performance across
  • requests, problems, changes, assets, surveys, and more.
  • Get information on all pending or completed tickets based on parameters such as
  • department, level, mode, priority, requester, technician, category, and request date.
  • Keep tabs on IT technician performance with SLA compliance and generate reports of the time spent on tickets.
  • Export reports in a variety of formats such as HTML, CSV, PDF, and XLS andschedule

Create Custom Help Desk Reports in Minutes No Coding Needed :

  • Create custom IT help desk reports for various modules like Requests, Assets, Problem, Change, etc.
  • Choose from four different report formats such as Tabular, Summary, Matrix, or Audit.
  • Let the user friendly Reports Wizard take you through the entire process of custom reports creation.
  • Select display columns, add filters, group and order data, and summarize information to suit your needs.
  • Select from a host of charts and graphs to visually analyze data and identify IT help desk trends.
  • Save custom reports, schedule, and auto generate reports at timely intervals in a variety of formats.

Web designer & Systems Analyst : (as free lancer)

  • Defines application problem by conferring with clients; evaluating procedures and processes.
  • Develops solution by preparing and evaluating alternative workflow solutions.
  • Controls solution by establishing specifications; coordinating production with programmers.
  • Validates results by testing programs.
  • Ensures operation by training client personnel; providing support.
  • Provides reference by writing documentation.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed.