Michael Ashraf Email & Phone Number

• Design, install, and support specific technology solutions.
• Provide technical services and support for the following areas:o Internal systems, cloud and security infrastructure.o Microsoft related technologies: Windows Server, Exchange, SQL, SharePointo Virtualization.
• Work with other internal and external resources and vendors to deliver effective support services.
• Identify, document and troubleshoot users computing issues to resolution while maintaining users satisfaction.
• Update service order information with accurate documentation of all activities conducted.
• Act as a further escalation point for unresolved or escalated calls, respond to enquiries from users.

Egypt

• Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work.
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure staff take ownership of user problems and be proactive when dealing with user issues.
• Act as a further escalation point for unresolved or escalated calls, respond to enquiries from users, and help them resolve any hardware or software problems.
• Support users in the use of Computer equipment by providing necessary training and advice and allocate more complex calls to the relevant IT Support member.

Egypt

• Provide technical support, analyse and resolve IT incidents with a varying degree of complexity, also provide first and second level of service desk functions for all LinkDev users and other customers as required
• Maintain and enforce the security of all Service Desk assets from PCs to printers and other hardware devices
• Provide IT guidance to all users and developing their skills through training sessions and support users in the use of Computer equipment by providing necessary training and advice and allocate more complex calls to.
• Act as a further escalation point for unresolved or escalated calls, respond to enquiries from users, and help them resolve any hardware or software problems.
• Comply and enforce LinkDev MIS Polices & the IT Operations Manual.
• Ensuring knowledge management systems and documentation are kept up to date and maintain a log of any software or hardware problems detected

Egypt

Bachelor Of Science - Bs, Information Technology, Good

General Secondary, Math Section, 91.3%