Idris Mobark Idris Mohamed Email & Phone Number

Khartoum State, Sudan

• Managed a ticketing system of 30+ tickets per day, prioritizing and resolving user issues related to hardware, software, and network connectivity. • Upgraded server infrastructure by installing and configuring Microsoft Windows 2012 Server R2 in the datacenter, leading to a 20% improvement in server performance and uptime.• Troubleshooted and resolved LAN, WAN, and VPN connectivity issues for corporate equipment, ensuring seamless remote user access and optimized network connectivity.• Utilized advanced Microsoft Office Suite skills to provide efficient user support and resolve software troubleshooting requests.• Managed and maintained complex data and voice networks (e.g., VLANs, MPLS), minimizing downtime and ensuring network stability for 2,000+ users.• Implemented a new user onboarding process, reducing support tickets related to basic software usage by 30%.

Khartoum State, Sudan

• Collaborated effectively within the ITIL-compliant service desk team to troubleshoot hardware and software issues for a network of 2,000+ users.• Streamlined ticketing system processes in the service desk, resulting in a reduced average resolution time for user requests.• Enhanced User Satisfaction: Achieved a high user satisfaction rating by providing prompt and effective technical support to users.• Successfully set up video conference meetings and configured user applications, demonstrating proficiency in various technologies.

Bachelor First Class Honors, Bachelor At Information Technology And Computer Science, 4

Bachelor B.Sc. In Information Technology, Information Technology