Samih Abdelmageed Mohamed Ibrahim
Abu Dhabi
Summary
Dynamic IT Support Professional with extensive experience in operations and infrastructure. Expertise in troubleshooting, incident management, and optimizing technology solutions to enhance client satisfaction. Proficient in utilizing ITSM tools, virtualization technologies, and managing user access across diverse platforms.
Overview
17
17
years of professional experience
Work History
Support Engineer
Injazat data systems
Abu Dhabi
08.2020 - Current
- Work as desktop support for Injazat & LTI clients like DOH Abu Dhabi, SHUROOQ - House of Wisdom &Masdar & ADSSC and now Core42
- Supervised implementation and testing of face recognition and crowd counting systems to enhance client security and operational efficiency.
- Testing all functions for the house of wisdom mobile app.
- Monitoring the installation of anti-thefts readers and test the system.
- Configure access door cards for house of wisdom staff in WiseNet software system.
- Network cable patching for IDF rooms to connect staff laptops to corporate network and library systems.
- Supporting DOH & Masdar & ADSSC staff and solving daily incidents and requests remotely or onsite.
- Managing tickets and requests by HPSM.
- Imaged and prepared desktops and laptops for new staff at DOH, Masdar, and ADSSC, ensuring timely access to corporate resources.
- Packed and recovered user data from workstations to ensure data integrity.
- Installing and configuring new applications and monitoring tools in the user's workstations and testing efficiency.
- Testing and installing golden image and providing testing results report for all testing machines for both DOH & Masdar.
- Supporting Core42 staff and solving daily incidents and requests remotely using SCCM or Beyond Trust or onsite.
- Supported users remotely using MDM Intune and Beyond Trust for Windows and Android/iOS devices, streamlining incident resolution processes.
- Working experience with AD Manager and Azure Portal and JAMF Portal Azure Intra ID to manage accounts and assigning E5 licenses.
- Working experience with new applications like Octopus MFA and Next Cloud, Next Think, Beyond Trust and more tools.
- Supporting MacBooks enrolling, deploying, configuring, with JAMF.
- Managing and supporting meeting rooms systems like Poly Systems and Barco Clickshare.
- Escalating and reporting issues to L2 team to ensure providing and solving issues within SLA and following ITIL processes.
- Testing windows images and patches updates and applications before deploying and providing reports to asset build team.
- Managed asset stockroom for all G42 cloud and provided reports.
Service Supervisor
Power pen office equipment trading LLC.
Dubai
12.2015 - 07.2020
- Performed maintenance and hardware support for clients like Dry docks world-Dubai, Ministry of health-Ajman, Ministry of public works-Dubai, Barari forest management-Alain, Mawarid holding-Alain.
- Reported to managers, provided hardware and software maintenance, training, consultation, and recommendations for future planning and development of resources.
- Delivered services effectively and efficiently to maximize access and implementation of technology services and resources.
- Provide orientation to new users of existing technology.
- Recommended purchases of technology resources based on analysis of client needs and resource capabilities.
IT Support Technician
Smart net computers
Dubai
04.2013 - 11.2015
- Troubleshot desktop-related issues, including user applications, internet access, printers, IP phones, and Windows-related problems, enhancing user experience and minimizing downtime.
- Provided help desk support by assisting end-users over the phone, resolving issues promptly to maintain high customer satisfaction.
- Maintained hardware for all Dubai Islamic Bank branches under the contract with Smart Net.
- Performed maintenance on various printers including Desk Jet, LaserJet, inkjet, line printers, dot matrix printers, and photocopiers such as Ricoh, Gestetner, Nashwa Tec, and Konica Minolta to ensure optimal functionality.
IT Support Technician
Ministry of Foreign Affairs
Khartoum
02.2010 - 03.2013
- Diagnosed desktop, application, networking, and infrastructure issues to restore functionality and enhance user experience.
- Supported diverse client base by providing tailored IT solutions and timely assistance.
- Delivered 1st/2nd line support to users.
- Administered IT department policies and procedures to ensure compliance and streamline support processes.
- Provided technical support for various operating systems, including Windows XP, Vista, 7, 8, 10, and Office versions 2003 and 2007.
- Managed anti-virus software, DNS/DHCP configurations, TCP/IP setup, Ethernet networking, and wireless router installations.
- Installation and support of telecommunication equipment.
Education
Diploma - Electronics Engineering, Communications
Sudan University of Science and Technology
Khartoum, Sudan01-2005
Skills
- Technical support
- Incident management
- Ticketing systems
- Remote assistance
- Network troubleshooting
- Software installation
- Configuration management
- Hardware diagnostics
- System administration
- Asset management
- Problem solving
- Effective communication
- Client support
Languages
- English, Fluent
- Arabic, Fluent
Hobbies and Interests
- Reading and internet browsing.
- Football and Multimedia.
Courses and Certificates
1- Cisco Certified Network Associate CCNA
2- Microsoft Azure fundamentals AZ-900
3- Microsoft 365 MS-700
4- ITIL Certification
5- Microsoft Azure Administrator AZ-104
6- IT Support/Help Desk
7- Apple macOS and iOS System Administration
8- Active Directory & Group Policy Lab
9- Microsoft Intune: An intro to Mobile Device Management
10- IT Service Operations and Service Desk Management
11- JAMF 100
12- Windows 11 Advanced
13- Received training in various telecom field related equipment in Ericsson platform.
Personal Information
- Visa: Work visa - Sundus company
- Citizenship: Sudanese
- Date of Birth: 01/22/85
- Driving License: 1951838
- Marital Status: Single
Timeline
Support Engineer
Injazat data systems
08.2020 - Current
Service Supervisor
Power pen office equipment trading LLC.
12.2015 - 07.2020
IT Support Technician
Smart net computers
04.2013 - 11.2015
IT Support Technician
Ministry of Foreign Affairs
02.2010 - 03.2013
Diploma - Electronics Engineering, Communications
Sudan University of Science and Technology