Bushra Abubaker Yousif Email & Phone Number

United Arab Emirates

Abu Dhabi, United Arab Emirates

 Walking Customers Thorough Installing Applications And Computer Manage and Administer Microsoft Windows servers service’s such as AD, DHCP, DNS, and Group policies. Administer systems and applications deployments automation including patching using GPO Manage, create, and test backup and recovery systems, failover systems and disaster recovery.

Khartoum, Sudan

• Setup desktop computers and peripherals and test network connections.
• Test computers to ensure proper functioning of computer systems.
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.
• Responds and resolves all assigned calls within prescribed SLA. Manages own workload; diagnoses and fixes the issues of end user systems related to:

• Install and configuration and troubleshooting interactive whiteboard for education purpose
• Provide Level-2 technical support to 1000+ end users, by resolving incidents and service requests assigned to IT Field Support team through Ivanti system, as per ITIL v4 standards.
• Troubleshoot and resolve hardware faults in laptops and desktops, upgrade their memory and hard disk
• Install and support computer lab for school and unvirsity.
• Configure and troubleshoot email accounts, and email-archiving
• Deploy Windows 7/8/10 service packs, patches, and updates on all end user workstations.

Khartoum, Sudan

• 1st line support - troubleshooting of IT related problems
• Troubleshoot basic network issues, Laptops, PCs, and Printers
• Escalate unresolved calls to the infrastructure support team and Third-Party Vendors.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adheres to all service management principles.
• To arrange for external technical support where problems cannot be resolved in house (Vendors Support Dell, HP, LENOVO, etc.…).