amr.sorour

Responsible for: Datacenter Management: Microsoft systems Management: - Physical servers. - IT services management. - Virtual environment. - MS Azure. - Network storage and APC network UPSs. - Microsoft Office 365. - Fortinet Firewall. - Hyper-V servers. - ADCS, ADRMS, ADFS. - Group policy management. - Air conditions. - AD, DNS, DHCP, WUSU, Printing and File share Servers. - Determine and select technologies to improve IT services availability, stability, reliability and high availability. - Oversee the desk workload and make sure issues are being handled in a correct and timely manner. - Working with other groups and managers to encourage communication and IT services improvement. - Participate in determine and select IT services by testing the usability and how important it is of such services from users’ perspective. Backup systems Management: Abel to design and implement: - Microsoft Data Protection Manager Server. - Veeam Backup system. - Network storage. - Veritas backup exec system. IT services management: - Azure AD and Office 365 services management and administration. - Check services ability, stability, high availability and making it documented in daily report. - Determine IT needs which help us to provide users with high quality service. - Facilitate and finalize agreements between IT department and users to give them available services. - Evaluate IT services quality passed on user’s feedback and support tickets. IT licenses and agreements management - Antivirus licenses. - Firewall licenses. - Microsoft licenses Responsible for IT assets management: - Give a hand in creating IT Budget. - Creating IT assets purchasing requests. - IT assets technical inspection. - Accountable for IT Assets inventory and life cycle management. - Handling suppliers' communications for technical support with regards to purchased software and hardware. - Support IT asset management lifecycle management e.g. Laptop assignment, ownership change, assets transfer and disposal. - IT assets reports. - IT assets annual inventory. Responsible for IT spare parts Stock management: - Creating IT equipment and spare parts purchasing requests. - Receiving and review devices, hardware parts and invoices from Vendors and Suppliers. - Servers, Network and CCTV system spare parts. - Spare parts needs with technical recommendation report. - Spare parts technical inspection. IT coordinator - Coordinate between IT and company other sectors to determine technology needs and documentation cycle which can used to IT services and our company business. Assistant in Network services management - Network security. - Internet service. - Network connectivity services. - New network projects designing and implementation.

Responsible for: - Data centre and infrastructure management. - APC network UPSs management. - Monitoring and administration Office 365 on line Exchange. - Data Backup & Recovery management (Microsoft system center data protection manager). - MS Hyper-V: virtual servers’ installation and configuration. - Monitor servers activities to ensure computer networks are run efficiently and group policy management. - Daily check servers’ operating system updates. - Datacenter and servers daily physical check. - Administering and configuration DNS & DHCP & Active Directory (Users, Computers, Groups, OU, GPO.) - FortiGate firewall administration (FortiGate 100E, 200E) - Antivirus server (ESET nod32) monitoring and administration. - Install and configure new personal computer systems, including cables, printers, personal Access, mail, operating system, other appropriate Software and Hardware. - Access points and network printers’ installation and configuration. - Build internal technical documentation and create maintenance requests based on technical reports. - Updating operating systems regularly. - Solving technical problems with Local Area Networks (LAN) and (WNA) with ISP. - Ensure the resolution of all IT incidents and service requests within agreed Service Level Agreement (SLA). - Communicate concerns and escalate issues as needed.

Responsible for: - Administering and configuration Active Directory (Users, Computers, Groups, OU, GPO.), DNS and DHCP. - On Premise Exchange Servers daily Tasks (create new mail boxes, check OS updates and check servers and services healthy). - Provided help-desk support and resolved problems to the end-users satisfaction. - Providing day-to-day technical support (locally and remotely) to employees for a range of hardware and software related systems - Monitored service desk for tickets assigned to the queue and processed first-in first-out based on priority. - Installed and configured new workstations/laptops, peripheral equipment, and software. - Solving technical problems with Local Area Networks (LAN). - Reported issues to direct manager for escalation. - Assigned users and computers to proper groups in Active Directory. - Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. - Respond to users’ calls and inquiries and guide users through problem-solving process. - Provides end users 1st level support for all applications.

Responsible for: - Handling incoming incidents via the phone, e-mail or help desk system promptly and effectively. - Installing and configuring computer hardware, operating systems and applications. - Monitoring and maintaining computer systems and networks. - Installs and maintains all end-user software and hardware. - Build an internal technical documentation each machine (Desktop, Laptop, and Printer ….etc.) - Supporting users to solve Desktops, Laptops, Scanners, Printers and Network problems. - Guide users through problem-solving process. - Install, modify and troubleshoot technical issues.