Omer Khogali Email & Phone Number

Khartoum State, Sudan

• Responsible for maintaining firewall day to day activities and handling Incident management, change management and problem management• Deploying and configuring site to site and client to site VPN using FortiGate firewall.• Creating and editing web security profiles and traffic shaping for employees • Configuring SSL client to site VPN for employees.• Creating and editing firewall rules • Configuring and installing the new mikrotik routers • Managing and configuring power DNS with Linux • Configuring FortiClient Enterprise Management Server ( EMS )• Configuring Routers and Switches to enable and troubleshoot a variety of features such as trunk , vlan , ether channel , l2vpn , l3vpn routing protocols including OSPF , RIP , and other related technologies .• Provide training and guidance to end-users on IT systems, software applications, and best practices.• Design HLD and LLD for networks infrastructure.• Prepare technical presentation, transfer of information and on-site training to the customers.• maximizing network performance by monitoring performance through tools like (PRTG, ).• Provide technical support for customers Tickets to solve internet and connectivity incident and offering recommendations.• Datacenter design, configuration, maintenance and management.• Managing the company’s virtual environment, “VMware ESXi hypervisor & VCenter .• Troubleshooting and maintaining L3/L2 infrastructure network• Negotiation with the vendors to get the best prices • Handling the NOC operations on daily basis by monitoring Incidents, Changes, Problem tickets until resolution.• Follow up with the management team throughout the project delivery phase.• Preparing and submitting Reports.• Contribute to the development and improvement of IT service desk processes and procedures.• Stay up to date with technological advancements and industry best practices.

Khartoum State, Sudan

• Delivered prompt and effective first-line IT support, achieving a 98% user satisfaction rate for end users, ensuring seamless access to services and applications.• Trained newly hired employees over 3 months resulting in increasing efficiency.• Active Directory by reviewing the devices registered in the system that do not exist as currently used devices, which facilitated the inventory of the devices that exist with the employees.• Led the implementation of the new registration system by updating browsers, authorizing user permissions, and providing hands-on training to ensure a seamless transition.• Achieved high performance in identifying, isolating, and resolving operational problems related to hardware, software, and user accounts.• Administering Servers and Vitural Machines Servers .• Monitoring and maintaining Hosting & Email System and resolves email user problems.• Resolved technical issues related to cloud connectivity, access permissions, and application functionality.• Maintained a high level of customer satisfaction by delivering prompt and effective solutions to user inquiries and problems.• Contributed to the development and improvement of cloud service desk documentation and knowledge base articles.• Conducted training sessions for end-users on applications and best practices.• Prepare and submit monthly dispatch reports to the IT supervisor. • Acting as the first point of contact for all IT & technical queries for quick & efficient handling of IT incidents & service requests.

Khartoum, Khartoum State, Sudan

• Achieved high performance in identifying, isolating, and resolving operational problems related to hardware, software, and user accounts (Active Directory Service).• Assured that new equipment meets specifications called for by the business needs and that proper hardware and software configuration for new equipment is received.• Successfully documented and prioritized help desk tickets, emails, and calls and responded promptly as per SLAs.• Installing and configuring different peripherals such as Hard disks, Modems, and Printers.• Over a month re-design the workshop format, in addition to sorting, categorizing, and arranging equipment according to seniority, use, and disposal of surplus.• Revamped the Asset Management System, resulting in a 30% reduction in inventory errors, efficient device classification, and a 20% increase in user accessibility.