Ali Elawad Email & Phone Number

• Provided first-line technical support to end-users, diagnosing and resolving hardware and software issues promptly.• Installed, configured, and maintained computer systems, ensuring optimal performance and security.• Collaborated with cross-functional teams to implement IT projects and upgrades.• Trained employees on IT policies and procedures, enhancing overall IT literacy within the organization.• Managed and documented IT inventory, ensuring accurate asset tracking.• Educate end-users on security best practices and provide ongoing user training.• Provide remote support to off-site employees and remote offices, ensuring consistent IT services.• Participate in on-call rotation to address IT emergencies and critical issues outside of regular business hours.• • Owned the Incident, Request, Escalation and Knowledge Management processes while regularly reviewing and updating• them, as well as managed their KPIs and SLAs.• Acting as the escalation point for clients and stakeholders to solve critical issues.• Assist to set strategic planning for IT that aligns with End-users requirements.• Maintained a 99.9% achieved SLAs and KPIs across the different processes’ metrics.

Sudan

• Diagnosed system malfunctions and provided technical assistance to resolve issues in a timely manner.• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.• Provide front-line technical support to end-users, assisting with hardware, software, and network issues, ensuring quick problem resolution.• Log, prioritize, and track support tickets , maintaining accurate records of incidents and their resolutions.• Diagnose and troubleshoot IT-related problems, both in-person and remotely, ensuring minimal disruption to business operations.• Collaborate with cross-functional teams to escalate and resolve complex technical issues, ensuring timely resolution.

• Worked with end users to train, advice and guide on computer systems and processes.• Assisted in the setup and configuration of new hardware and software.• Played a key role in maintaining an agile and client-centric IT support environment, adapting to evolving user needs and delivering timely solutions.• Participated in the deployment and management of network infrastructure components, such as routers, switches, and access points, contributing to network stability and performance.