Ahmed Said Mohamed Ali

+201003581597 ahmedsaidali1@gmail.com Egypt, Alexandria

Senior IT Service desk IT Support Engineer IT Support Analyst

BMC Remedy HP Service manager.

Remote user support LAN Desk management console

Simpana-and-Backup Recovery(CommVault )

Altiris Deployment Maintaining SLA ITIL Foundation Microsoft System Center Getting things done.

Profile: 4+ Years as service Desk and Support Analyst supporting 260+ users in Egypt and Dubai.

PROFESSIONAL EXPERIENCE

Cargill EGYPT Jan 2011 Service Desk and Support Analyst Receiving incidents requests through helpdesk mailbox and call center. Using BMC Remedy ITSM: Creating tickets, managing queues, resolving, distributing jobs among team and

escalating as necessary. Providing Tier 1 and 2 supports with internal and external organizations. Establishing working relationships with others and providing communication of activities. CommVault backup & recovery installing, monitoring and troubleshooting. Participating in Disaster recovery plan. Imaging and deploying software using Altiris and Microsoft System Center. Train computer users. Maintain daily performance of computer systems. Respond to email messages for customers seeking help. Ask questions to determine nature of problem. Walk customer through problem-solving process. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install computer peripherals for users. Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing

hardware and software solutions support of the Company’s PCs, printers, servers, and related equipment. performing PC maintenance, upgrades and

configurations. Provide helpdesk support and resolve problems to the end user’s satisfaction Monitor and respond quickly and effectively to requests received through the IT helpdesk

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority Document internal procedures Assist with onboarding of new users Install, test and configure new workstations, peripheral equipment and software Maintain inventory of all equipment, software and software licenses Manage PC setup and deployment for new employees using standard hardware, images and software Assign users and computers to proper groups in Active Directory Perform timely workstation hardware and software upgrades as required

Projects: Assisting in the Integration project for 50 users into the Cargill network Migrating 60+ users from Windows XP to Windows 7 with minimal impact on business Assisting in the initiation of centralized helpdesk support model for Mid-East & North Africa

Abu Dhabi Islamic Bank (ADIB UAE). May 2015IT Support Engineer.

Two weeks training as IT support engineer. First week in Sharjah branch Second in Abu Dhabi branch. Working as employee with Approximately 1 month with ADIB (Alain branch). Working with the following application Phoenix Mosaic Citrix. HP Service Manager. LAN Desk Management Console.

National Stevedoring Co. Feb 2000 - Jane 2010Automation Control Room Operator

Monitoring and controlling all facility equipment, Monitoring of all fire alarms within the facility, Monitor 2 receiving and 5 bulk load-out scales the

Manages grains load out of the facility, Monitor, handle, and execute product loading plans, preparing equipment for repairs, training and assisting other operators as required.

Analyze the ingoing and outgoing quantities and make reports to the operations & top management, Make reports for the maintained department for the daily shift downtime.

TRAINING

BMC Remedy. HP Service Manager. LAN Desk Management Console. ILFN – ITIL v3: Service Management Foundation (Attending Course Completion Certificate). Simpana and Backup Recovery Commvault installation and troubleshooting. Altiris Deployment Server. CompTIA A+

EDUCATION

1996 Gamal Abd-El Nasser High School.

1998 Pan Arab Tele – communication institute Alexandria, EGLeague of Arab states , Pan Arab Tele – communication – Authorized to operate "GMDSS" (General Maritime Distress And Safety System) Equipment and sub – systems on land, on board ships and aircrafts in accordance with the international disposition and regulations.

Certificate from The ministry of communication and information technology.

PERSONAL INFORMATION

Born 21/06/1978