Huda Mohamed Email & Phone Number

Dubai, United Arab Emirates

- Handle level 3 support cases.- Provide advanced technical assistance and troubleshooting expertise to resolve complex incidents that require configuration tweaks, architecture knowledge, or debugging for identifying bugs. - Use debugging tools and cooperate with the Development team for the delivery of bug fixes.- Communicate effectively and proactively with customers to ensure their pain-points are highlighted and work with the relevant departments to identify and solve systemic issues.- Remains knowledgeable of and experienced with new features and products and be credible to colleagues, partners and customers.- Provide higher level assistance for Professionals and Engineers.- Mentor Professionals and Engineers to develop their technical skills, cases quality, resolution time and increase customer satisfaction.- Help improve product quality, maximize efficiency and minimize support cost.- Share ideas for improving support and make it more efficient.- Technical point of contact for Milestone Kite (VSaS), Milestone cloud solutions in AWS, and Milestone high availability solutions.

Dubai, United Arab Emirates

- Handle level 1 and 2 support cases.- Help in troubleshooting more complex issues, identifying failures, and escalate to backline team.- Assist partners and customers in understanding the nature of the faced issues and ensure their satisfaction.- Writing knowledge-base articles for the known issues, how-to troubleshoot, and resolution steps.- Provide higher level assistance for Support Professionals.- Prioritizes own tasks effectively, makes tradeoff decisions, and Completes tasks to agreed timelines.- Perform Professional Services (system installation, configuration, health checks, upgrade and system migration) for customers.- Deliver knowledge transfer sessions for the support team and other teams within the company.- Conduct Webinars for partners.

Dubai

- First point of contact for Milestone Partners regarding basic customer-facing issues.- Answering technical queries through telephone, ticketing system or email.- Troubleshooting Product issues and identifying if the issue is within the software or the environment by remote assistance and log analysis methods/skills.- Ensure cases and assigned tasks are handled within the SLA and follow the support standards and best practices.- Provide timely status updates to partners and customers.- Writing knowledge-base articles for the known issues, how-to troubleshoot, and resolution steps.- Escalate cases up the support chain in a timely and effective manner.- Follow systematic approach in solving problems and taking an increasingly challenging task.- Collaborate within the team and share information/knowledge with the team members.- Gives and receives constructive feedback to strive for continuous self-improvement.- Conduct Webinars for partners.

Dubai, United Arab Emirates

• Technical Support of HP consumer units (Computers and Printers) over the phone and remotely.• Installing, configuring and maintain computer hardware, software with business applications.• Tracks incidents in IT ticketing system. Troubleshoots technical issues. Provides support via phone, email, and remotely in a timely manner.• Logging reported incidents in the Microsoft Dynamic 365 incident management systems.• Ensure data integrity with regard to our fixed asset inventories.• Diagnosing and troubleshooting software, hardware, systems, and networks problems of computers and printers.• Logging, prioritizing, reporting, and following-up consumer cases using Ticketing systems.• Escalating unresolved issues to 2nd level and ensuring all tickets are resolved within SLA. • Ensuring customer satisfaction by providing the right information and the required support.

United Arab Emirates

• Grading and Proctoring Computer Science and Engineering Courses. • Teaching Assistant in labs: C++, Networking, Database, Operating Systems, Data Structures. • Researcher for Master Thesis: Optimizing Energy Consumption of Cloud Computing IaaS.

Khartoum - Sudan

• Staff and customers hardware and software technical support.• Installation of Microsoft Windows, Drivers and Programs• Installing and configuring computer hardware operating systems and application.• Installation and Troubleshooting of printers and Scanners• Help Users through Phone, Personal Client’s Visits and Remote Desktop Connection.• Create Inspection Report about Hardware Failures (Check – Action – Recommendation)• Network and Users Accounts Support (Active Directory)• Installation, Configuration and Support of various projects to customers.• Installation and Support of Firewalls to customers

Sudan

Project contract for Ericsson infrastructure network

Kharotum - Sudan

• ERP installation and support. • Staff Technical Support • Database configuration using SQL Server.

Sudan

• Gather and analyze Web documents containing information about the company’s activities and areas of interests• Install hardware/software and perform troubleshooting in several positions• Design the company’s promotional presentations using Power Point• Guide and support staff with programming-related questions.

Master Of Science - Ms, Computer Engineering

Bachelor Of Science (Bsc), Information Technology, Second Class - Division I