Asmaa Edress Email & Phone Number

Ireland

MTech is a nationally certified Minority Business Enterprise (MBE) headquartered in Jupiter, Florida. • Delivered front-line technical support for Sonim Technology and The Home Depot, diagnosing and resolving hardware and software issues on mobile and rugged devices.• Logged and documented problems and queries in the Helpdesk system, assessing, defining, and escalating IT issues on a daily basis.• Managed support requests daily across multiple channel and ticketing systems, achieving an average first-time resolution rate of 85% and escalating only the most complex issues.• Conceptualised AirWatch MDM (Mobile Device Management) to manage a fleet of 5000+ devices..

Dubai, Dubai, United Arab Emirates

• Facilitated over 18,000 users in a high-demand IT environment, identifying and solving complex software and hardware issues.• Installing and configuring email clients and managing Rules for clients• Reduced incident response time by 15% through diagnostics and streamlined escalation processes.• Configure & troubleshoot Intranet and Internet applications• Install, configure, and troubleshoot computers, printers, scanners and other peripherals • Configured and maintained VPN and wireless accounts, achieving 30% improvement in network accessibility.• Responsibility of Incident logging, providing telephonic support, Incident tracking, updating • as well as reporting of End users’ Desktop/laptop/peripherals/applications support requests through telephone along with Service desk and Systems management tools• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.• Provide initial assessment of urgency and business impact on all support calls.• Manage service requests, software installations, upgrades, etc.• Record incident resolutions in the Help Desk tool.

Dubai

Linksys by Cisco , Inc. is an American multinational technology company headquartered in San Jose, California, that designs, manufactures and sells networking equipment.Although Cisco was not the first company to develop and sell dedicated network nodes, it was one of the first to sell commercially successful routers supporting multiple network protocols. • Delivered IT support for 1500+ customers of Linksys and Belkin products, resolving technical issues across Windows, macOS, and IOS environments to ensure seamless connectivity and device functionality.• Enhanced user experience by analyzed network issues quickly and configuring devices to optimize connectivity.• Configuration of CISCO and Linksys Products (Routers, Switches, IP Cameras etc)• Performed diagnostics and troubleshooting of CISCO and Linksys Products.• Deliver service and support to end-users via remote connection over the Internet or through Phone.• Installation, Configuration and Troubleshooting of operating system.• Provided computer help desk support via telephone communications and remote desktop with end-users.• Sharing of Files and Devices on a network• Virus removal using tools or manually

Science In Computing

Ict Support Specialist With Project Management

Engineer’S Degree, Network Engineering, Very Good