Mogeeb Othman Email & Phone Number

Sana‘A, Yemen Branch

• Manage daily operation of the service desk, ensure customer service is timely and accurate on a daily basis.• Monitor response times and user satisfaction levels• Issue technical bulletins to inform customers of problems and instruct them in taking necessary action• Monitor issue resolution and liaise with stakeholders• Improve techniques and practices for managing client queries, troubleshooting, and incident prioritization and resolution.• Follow up with customers to identify areas of improvement and Consult with experts to ensure integrated action plans.• Manage the help desk team and evaluate performance.• Recruit, train, and support help desk representatives and technicians• Set specific customer service standards and SLA.• Establish best practices through the entire technical support process.• Managing IT services and tasks with strongly applying and using CRM system.• Develop daily, weekly and monthly reports on the help desk team’s productivity.• Provide customer feedback to the appropriate internal teams, like product developers, or product admin.

Sana'A, Yemen

• Installation, Configuring and Managing Windows Desktop (XP/7/8/10) and Windows Server (2008/2012/2016).• Installation and maintaining network cabling, network components and network services (LAN, TCP/IP, Active Directory, DHCP, VPN services).• Installs software, and repairs hardware and peripherals.• Installation and maintaining Surveillance security (IP Camera, CCTV Camera).• Troubleshoots, diagnoses problems in network connections, printing, scanning and issues those could effect on staff working.• Taking daily, weekly, monthly and upon request backup for diverse DATA, EMAILS, Database files and operating systems.• Protect valuable data and emails in LAN from virus, spyware, spam and phishing using Enterprise Anti-Virus program KASPERSKY, E-Scan, BULLGUARD, ESET NOD32, and NORTON.• Provides Desktop and Application Virtualization using CITRIX XenApp, MICROSOFT, Parallels RAS (2X), TSplus, GO-GLOBAL.• Reporting all solved and unsolved issues to the IT Officer.• Maintains and checks Internet network.• Setup and configure site-to-site VPN connection between branches and head office.• Performs remote troubleshooting and assistance through diagnostic techniques and pertinent.• Visit Office Branches located in different cities quarterly and as needed.• Ensure customers Devices, Printers and local networks are available and stable.• Identify and give possible solution for all Computers, Laptops and Printers related problems Software, Hardware (replace hardware parts as required), Internet connection security and make recommendation for dealing with more difficult problems.• Training Customers and showing them how to use system’s interfaces and other Applications.