Working in a project at the Ministry of Public Health as an IT Support Engineer, acting as the first & second point of contact. Providing remote support for all users at MoPH.

• Acting as the service desk administrator, reducing response time by 60% and improving customer satisfaction.• Provide technical assistance and support to end-users regarding computer systems, hardware, software, and network-related issues.• Install, configure, and troubleshoot computer hardware, software applications, and peripheral devices.• Diagnose and resolve technical problems related to operating systems, applications, and network connectivity.• Respond to user inquiries and provide guidance and solutions through remote assistance tools, email, or phone.• Collaborate with other IT teams to resolve complex technical issues and escalate problems when necessary.• Acting as a member of the Windows Active Directory Domain Administrator Support Team, offering timely and efficient support.• Ensure the security and integrity of data by implementing appropriate backup and recovery procedures.• Assist in the deployment and maintenance of IT infrastructure, including servers, switches, and routers.• Monitor system performance and conduct regular preventive maintenance tasks to optimize computer resources.• Provide technical support and operate AV systems for student and teacher assemblies and shows at the amphitheater.• Stay up-to-date with emerging technologies and trends in the IT industry to provide innovative solutions.

- Act as the first tier of technical support provided to the clients.- Perform front line client support.- Handling tickets and working with clients via chat, email, and phone.- Diagnose and troubleshoot clients problems, including software or hardware problems.

• Led a team for Electronic Waste Project, successfully delivering all tasks.• Provided 24/7 technical support via telephone, emails, and tickets.• 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.• Acted as a member of the Windows Active Directory Domain Administrator Support Team in providing timely and efficient support.• Managed inventory of all equipment’s, software, and software Licenses.• Coached newly hired IT specialists on advanced technical procedures.

• Provided 24/7 technical support via telephone, emails, and tickets.• Installed, configured, and troubleshooted computers and networking environments, including PC & Apple hardware, software, wireless devices, servers, outsourced applications, and telecommunications equipment.• Repaired and upgraded hardware to ensure full operational functionality.• Explained complex IT issues to non-technical employees.• contributed to creation of support documentation.• Managed inventory of equipment, software, and licenses.