AHMED MOHAMED IBRAHIMDoha Qatar • +974 50271082 • whited_mc@yahoo.com

alrayyan.tv/arabic/Pages/Default.aspx alrayyan.qa/ar/pages/default.aspx alrayyan.fm/w/index.html#/

IT Field Support Engineer Al Rayyan Media Co.

Work HistoryMar 2014 - present IT Field Support Engineer

Al Rayyan For Media & Marketingresponsible for providing 2nd level of supporting all al rayyan sites including (Al rayyansatellite channel , Al Rayyan Printing press, AL Rayyan FM ,Al Rayyan Studios ,Al Rayyan AlFardan Site ,Al Rayyan Barwa Tower site & Libya TV )

Assist field personnel in providing remote and on-site customer support and services.Develop emergency service plan for customers.

Recommend process improvements to achieve customer service and sales goals. Analyzeissues and develop resolutions in a timely fashion.

Plan and schedule customer support related trainings to field staffs.

Provides guidance and training to customer personnel in establishing Educate customerabout the product operation and maintenance procedures.

Coordinate onsite contractors for facility support as necessary.

Supervise all product installations and the related repair and maintenance activities whenrequired. Complete service orders and service reports in a timely manner.

Monitor the issue resolution status and time closely.

Act as the main point of contact for customers for any complaints, inquiries and issues.

Update technical manual and reference guides with the recent product updates anddevelopments. Develop training programs to assist support engineers to acquire necessaryproduct expertise.

Attend educational workshops and trainings to develop sufficient knowledge to conduct fieldsupport activities. Participate in industry events, conferences, meetings to develop businessnetworking and references. Stay updated on latest industry trends and developments.

Jul 2013 - Mar 2014 ICC internet call center representative

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Vodafone Egypt Telecommunication1-Provide Vodafone Egypt High customers with all required information related to thecompany products and services with delighting them with a superior customer service.

2-Providing guidance in areas of professional matters as requested or needed.

3-Applying FCR concept for all customer’s inquires.

4-Prioritizing and achieving multiple tasks, establishing and meeting deadlines.

5-Follow up all customers related issues and provide timely feedback to Vodafone Egypt HighCustomers.

6-Adhere to Customer Operations Department policies and procedures.

7-Provide customers with superior recommendations and actions, and be a driver forcustomer’s satisfaction and Loyalty.

8-Perform standardized activities and tasks efficiently and effectively.

9-Pro-actively reinforce Vodafone’s customer care proposition during all contacts.

10- Handle and retain all the customers’ complaints within the SLA.

11-Handle all USB and mobile internet basic trouble shooting related issues.

12-Supporting corporate queue by handling SME authorized and end-users inquires.

13-Supporting collection queue by handling collections inquires and bills explanation.

14-Explore the required negotiation skills for making payments' deals when needed.

15-Create a smooth communication channel with different departments to resolve customerproblems and requests when needed in a highly professional manner.

16-Applicable directly coordinate with customers to assist them with any questions or issuesarising from their use of Vodafone’s business solutions and hardware.

17-Implement high quality standards of Customer Service for High customers throughexceeding all KPI’s threshold

Apr 2012 - May 2013 Senior system administrator

AL-Wabel Pump Technology and Global Trading (Riyadh Saudi Arabia)1-managing the servers, which typically involves installing and upgrading the servers, as wellas solving any kind of problems with the systems .

2-Must provide the essential software support for the laptops, desktop personal computers,and printers, including the configuration of the hardware devices, testing new software anddesigning the structure of the network .

3-monitoring the system configuration, including the server event log .

4-testing the operating system software, the networking software and also the computerhardware .

5-monitoring and developing the procedures for backups of the servers.

6-Performs troubleshooting as required. As such, leads problem-solving efforts ofteninvolving outside vendors and other support personnel and/or organizations.

7- Establishes guidelines and methods for the installation and management of the hostcomputer operating systems, disk arrays, fiber channel switches, tape libraries and othercomponents.

8-Develops procedures to maintain security and protect systems from unauthorized use, actsof nature and user abuse .

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9 - Develops procedures, programs and documentation for backup and restoration of hostoperating systems and host-based applications.

10-Manages the data center and computer host systems including hardware, software andequipment such as air-conditioning system, UPS (uninterrupted power system) and fireprotection system.

11-Stays current with technological developments in systems administration technology andrecommends ways for host computers to take advantage of new technology.

12-Manages the day-to-day operations of the host computers by monitoring systemperformance, configuration, maintenance and repair. Ensures that records of systemdowntime and equipment inventory are properly maintained. Applies revisions to hostsystem firmware and software. Works with vendors to assist support activities.

Feb 2009 - Jan 2011 System and server administration

continental global trading (Egyptsystem and server administrator as followed

*OS :win server 2008 R2 - good experience in dealing with Linux and Unix systems - fair ondealing with Apple Macintosh servers

*Responsibilities: responsible for

1-Deploying new systems on new machines and end devices

2-troubleshooting systems Errors And support 2nd line client support

3-responsible for installing new server features and services familiar with most features andservices available

4-provide highest level of technical support to all end machines and devices

5-Advanced knowledge of Active directory , IIS ,Application Infra structure ,WindowsDeployment services ,Infrastructure,etc..

6-very familiar with VMware and Norton server backup and restore systems

*services Ex.RODC,Trees,NLB,Group policies,Terminal services,IIS,etc..

Jan 2006 - Jan 2009 Network engineer & Technical support 2nd line

Fathalla hyper mall (IT Department)Network engineer & Technical support 2nd line

Working as network engineer for 3 years in hyper market for administration and maintenancenetwork devices also troubleshooting techniques

*Responsibilities:

1 - Configuration new routers ,switches ,pda's ,pos and Network end devices

2 - work on cisco routers 5000 series and 2900-2960 series 3600-3500-3750 and catalystswitches ,patch panels,cat5E & cat6 connectors , SFP & Fiber Optics

3 - most known routing protocols OSPF - EIGRP - IGRP - RIPV1 - RIPV2 - Frame Relay -Spanning Tree - VTP - TCP - UDP - DHCP - DNS . etc..

4 - Security configurations ex .IP-Sec ,VPN-Tunnels ,AAA radius authentication, Vans, MACsticky, Port security, Cisco stateful firewall using CBAC ,Configure ppp with chap & HDLC ,Layer 2 LAN and Switch Security ,Access

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Education

Certifications

Skills

2006 - 2010 IT professional certified engineer

faculty of Computer and information technology

ITIL V3 foundation

EXINCertified ITIL V3 foundation in IT service management module

MCITP (Microsoft certified IT professional 2008)

MCITPMCITP Enterprise administration (Network infrastructure-Active directory -Applicationinfrastructure -Designing- win 7 client) ,worked on win Server 2008 r2 with big experience onLinux systems also

CCNA (CISCO CERTIFIED NETWORK ASSOCIATIONS)

CiscoWith great experience in CCNP Routing, Switching And Tshoot but not certified yet.

Network maintenance

Network Management System (A+)(Excellent) & Network Management System (N+)(Excellent) & Network Maintenance and troubleshooting(Very Good)

Operating Systems: Windows XP, Windows NT, Windows ME, Windows 2000, Mac 0SX,Mac OS 8.6, Mac 0S9, Linux, Sun OS, OS/2,DOS,Exchange 5.5,win server 2003,win server2008 R2 .

Software / Applications: Microsoft Office XP, Microsoft Office 2000, MS Word, MS Access,MS Excel, MS FrontPage, MS Project, MS Visio, MS Site Server, Internet Explorer, Outlook,Outlook Express, PowerPoint, Adobe Photoshop , SQL Server, MySQL, SQL 6.5 & 7.0,Enterprise Manager, IIS, Crystal Reports, Enterprise Manager, Query Analyzer, MAS 90,MAS 200, QuickBooks, QuickBooksPro, World Ship, Oracle

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References

Work And Personal SkillsPossesses a Strong Analytic Aptitude •Shows great Attention to Detail

Has Excellent Communication Skills

Experienced in Problem Solving under great stress situations •Great team leader with ability tobe managed by others

High technical and trouble shooting skills.

Ability to think out of the box.

External Market knowledge.

Excellent sales and telemarketing skills.

Excellent computer skills.

Excellent negotiation and listening skills

Creative problem solver and decisions maker.

Excellent command of English language.

Strong interpersonal skills.

Flexible team player with ability to work on own initiative and consistently meet demandingdeadlines .

Must be able to display a capacity for problem solving

Ability to handle multiple tasks.

Capability to work under high pressure with positive attitude.

Team oriented, and able to operate with an ideal team spirit.

Dynamic, creative and self-motivated.

Hardware: Macintosh, Sun Servers, Compaq, Intel Servers, IBM PC-XT, AT, PS-2, PCclones, Dell, Gateway, 3Com Superstack 3 Switch 2200 with Gigabit Module, 3ComSuperstack 3 Remote Access System, Intel Network Adapters, Intel Express 9100 Router,TCP/IP, IPX, Routers, Switches / Hubs, DSL / ISDN / Frame Relay, HP Printers (4000, 4050,4500, 5si, 8000, P1000, 750c plotter, 1120 and 1000, IBM PC-XT, AT, PS-2; PC clones: Acer,Dell, Gateway, HP9000, IBM 36/38/AAS400

References availableupon request.

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