Mohamed Alawad Email and Phone Number

• Provided technical support in a 24x7 operation for service availability, via telephone, email, and tickets.• Acted as a member of the Windows Active Directory Domain Administrator Support Team in providing timely and efficient support to assigned operations.• contributed to creation of support documentation.• Monitor and maintain server hardware, such as storage, memory, and processors.• Functioned As Microsoft service manager ticketing system member.• Reviewed incident tickets and responded to end-users appropriately and within established standards; resolved open tickets in a timely and professional manner within SLA to ensure a positive client experience,• Maintained the change schedule and projected service outage.• Provided immediate IT-related assistance to the company’s customers in a Service Desk setting conducting troubleshooting measures.

• Delivered hardware and software support for windows workstations (PC), laptops, Apple MacBooks, mobiles, network infrastructure, servers, outsourced applications, IP Phones, printers, scanners, time attendance & access control devices, and other IT peripherals.• Functioned As ManageEngine service desk ticketing system Administrator.• Create/Delete, modify, and troubleshoot Group Policies. • Managed inventory of all equipment’s, software, and software Licenses.• Planned and managed support for change management tools and processes. • Research and recommend new technologies and strategies.• Coached newly hired IT specialists on advanced technical procedures.

• Provides immediate IT-related assistance to the company’s customers in a Service Desk setting; conducts troubleshooting measures. •Guides customers through the processes of installation, maintenance, and upgrades. •Monitors, diagnoses, and repairs all PC/Mac, hardware and software issues. •Uses application software and operating systems to evaluate and diagnose unique and non-recurring problems. •Prepares and issues trouble tickets; assures customers of timely resolution of technical issues.

• Served as the first point of contact for customers seeking technical assistance over the phone or email.• Performed remote troubleshooting through diagnostic techniques and pertinent questions.• Determined the best solution based on the issue and details provided by customers.• Created the service ticket for the customer Reported problem.

• Installing authorized software to laptops and desktops.• Setting up and configuring new laptops and desktops. • Diagnosing and resolving technical issues.• Antivirus installation to all desktops and laptops.• Performing basic administrative support duties, as required, to meet• specific operational objectives. • Providing assistance and support to colleagues in IT-related matters.