Objectives: To obtain a challenging position with a leading organization that will enable me to utilize my technical skills and experience to participate in its growth while providing me with an opportunity for professional growth.

Professional experience:

11/2010-08/2011 Confidential Dubai UAE Desktop Support Lead

• Desktop support for over 4,00 office base clients and remote users in a Windows 2000/XP environment.
• Manage technicians and the schedules
• Maintains complete records of software and hardware inventory 07/2010 - 10/2010 On contract with Confidential in Lajes, Portugal
• Provide IT support to the Department of Defense School System in Europe
• Interfaces with end users to resolve problems concerning system functions reported through a problem ticket. Reviews information provided and diagnoses issue based on established, routine procedures and scripts. Resolves problems by following basic scripts.
• Migrate all Clients to MS Office 2007
• Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes and as specifically directed.
• Installed/Configured/Troubleshoot Educational Software
• Configure, troubleshoot and install desktop, laptops systems in a Windows 2000, and XP Professional environment
• Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems.
• Add and rejoin client PCs to enterprise AD (Windows2003)
• Remotely access and troubleshoot clients pcs (Dameware)
• Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)
• Data recovery (documents and over size .pst Outlook files)
• Maintaining hardware inventory through Company asset management software2
• Configure, install and Troubleshot MS Outlook 2003/2007, including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
• Replacing system board, I/O cards and hard ware upgrade for Desktop PCs
• Install and configure peripherals like Smart Boards, hubs, modems etc.
• Install Local and network printers
• Operation Systems: Windows 2003 server, Windows 2000, Windows XP
• Network: Windows 2003
• Mail Outlook 2003/2007

2008-2010 Confidential Dubai UAE (DSL)Desktop Support Lead

• Desktop support for over 4,00 office base clients and remote users in a Windows 2000/XP environment.
• Manage technicians and the schedules
• Maintains complete records of software and hardware inventory
• Works closely with contractual hardware support vendors to ensure quality repairs and timely maintenance of computing equipment
• Configure, troubleshot and install desktop, laptops systems in a Windows 2000, and XP Professional environment
• Configure and install various computer applications upon users specific needs based on INI standards
• Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems. Add and rejoin client PCs to AD
• Maintain an effective rapport with customers.
• Ghost image and Restore/Configure user profile, mail, and data (Documents, outlook .pst files, Favorites, Cookies)
• Create/ manage user profiles
• Configure, install and Troubleshot MS Outlook , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
• Hardware/Software upgrade
• Install and configure peripherals like Printers, hubs, modems etc.
• Setup network Printers
• Data recovery (documents and over size .pst outlook files)

12/2007 - 03/2008: Confidential Title: Network Control Technician:

• Monitored within the WNMC (Wireless Network Management Center) T1, T3 issues through OMC and alarm filter. 3
• Identify, verify, and isolate trouble in the EBTS
• Obtain and use data relevant to testing and communication with business partners
• Employ strategies to test and diagnose EBTS problems
• Distinguish when a problem appearing to be an EBTS issue may be related to another network element or transport component / Create trouble tickets and dispatch them
• Restore functionality/operation of the EBTS
• Dispatch field technician to cell site for hard reset and repair
• Ticketing system - Clarify

05/2007 - 12/2007: Confidential at ExxonMobil VA Title: (Desktop Support Technician Level 2)

• Provide Tier II Desktop support for office base clients and remote users in a Windows XP corporate environment.
• Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems.
• Configure and install various computer applications upon users specific needs based on ExxonMobil standards
• Remotely access and troubleshoot clients pcs (Netmeeting)
• Ghost image and Restore/Configure user profile, mail, and data (Documents, Lotus Notes files, Favorites, Cookies)
• Maintaining hardware inventory through ExxonMobil asset management software
• Troubleshooting remote users with VPN and Dial-up Connectivity to the local network
• Install and configure peripherals like Printers (local Network), hubs, modems etc
• Operation Systems: Windows 2003 server, Windows 2000, Windows XP
• Network: Windows 2003
• Ticketing System, Remedy

03/2006 - 10/2006: Confidential on contract at Sprint Nextel, VA Title: (Tech Support Technician Level 2) DSS (Distributed Support Services)

• Provide Tier II Desktop support for office base clients and remote users in a Windows 2000/XP corporate environment.
• Configure, troubleshoot and install desktop, laptops systems in a Windows 2000, and XP Professional environment
• Configure and install various computer applications upon users specific needs based on Sprint standards
• Provided support for users and troubleshoot issues relating to hardware, software and network connectivity problems.
• Add and rejoin client PCs to enterprise AD
• Configuring Palm and EVDO Cards for remote user
• Remotely access and troubleshoot clients pcs (Dameware)
• Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)4
• Data recovery (documents and over size .pst Outlook files)
• Maintaining hardware inventory through Sprint asset management software (SAMR)
• Configure, install and Troubleshot MS Outlook , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
• Troubleshooting remote users with VPN and Dial-up Connectivity to the local network
• Coordinate and perform routine hardware and software maintenance, repairs, and upgrades
• Replacing system boards, LCD and keyboards for Dell Laptops
• Replacing system board, I/O cards and hard ware upgrade for Desktop PCs
• Install and configure peripherals like Printers, hubs, modems etc.
• Install Local and network printers Operation Systems: Windows 2003 server, Windows 2000, Windows XP
• Network: Windows 2003

2003-2006 Confidential Desktop support

• Desktop support for over 600 office base clients and remote users in a Windows 2000/XP environment.
• Manage technicians and the schedules
• Maintains complete records of software and hardware inventory
• Performs routine install, move, add, and change (ICMS) activities based upon prescribed procedures and processes and as specifically directed.
• Add and rejoin client PCs to enterprise AD (Windows2003)
• Remotely access and troubleshoot clients pcs (Dameware)
• Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)
• Data recovery (documents and over size .pst Outlook files)
• Maintaining hardware inventory through Company asset management software
• Configure, install and Troubleshot MS Outlook 2003/2007 , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
• Install / Configure/Troubleshoot Local/Network Printer
• Replacing system board, I/O cards and hard ware upgrade for Desktop PCs
• Operation Systems: Windows 2003 server, Windows 2000, Windows XP
• Network: Windows 2003
• Mail :Outlook 2003/2007
• Ticketing System, Remedy5

2000-2003 Confidential, MD DTIC Engineer (Desktop Integrity Center)

• Tier II escalation support for office-based and remote clients supporting a 2000+ client in Windows NT environment.
• Analyze, organize and quickly resolve issues with commercial Software.
• Identify known defects and work around
• Install and configure supported software as well as test software
• Ghost image and Restore/Configure user profile, mail, and data (Documents, Outlook .pst files, Favorites, Cookies)
• Create/ manage user profiles
• Configure, install and Troubleshot MS Outlook , including creating personal storage folders, offline storage folds, managing replicas, archives, personal databases, creating distribution groups and restore databases.
• Hardware/Software upgrade
• Data recovery (documents and over size .pst Outlook files)
• Setup network Printers
• Resolve and assist with network issues
• Provide technical support to associates
• Ensure departmental procedures
• Configure, troubleshot and install IBM/HP desktop, laptop systems in a Windows 98/NT/2000 environment
• Maintaining hardware inventory through Marriott asset management software

Professional Skills:

Administrative Organizational Skills: Excellent communication (spoken and written ) skills, including the ability to convey complex concepts and recommendation to staff at senior levels, both orally and in writing in a clear concise style; excellent interpersonal skills, including ability to operate effectively across organizational boundaries; ability to establish and maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity; Good logic; problem solving, leadership supervisory skills and ability to coach, mentor and develop staff; strong negotiating skills and ability to influence others to reach agreement; ability to work under extreme pressure; ability to coordinate the work of others , work to tight deadlines and handle multiple concurrent projects/activities; fully proficient computer skills and use of relevant software and applications.

Computer Skills:

• Assemble, configure, and troubleshoot computer hardware.
• Install, configure and troubleshoot computer software (operating systems and application packages).
• Install, configure and troubleshoot local area network (LAN / WAN)
• Provide technical support and computer usage training on a wide range of application packages including Microsoft products.6
• Performing preventive and corrective maintenance
• TCP/IP troubleshooting.
• Extensive telephone customer experience
• Laptops, Desktops Hardware/Software installation configuration
• Local Network Printer
• Remedy , Hp desktop and Clarify ticketing Systems
• Work with end-users providing training and assistance in the usage of IT systems and office applications
• Data Recovery

Platforms: MS-DOS6.22, MS-Windows3.11, WIN95, WIN98, WIN-ME, Windows NT, WIN2000, WINXP, WINVISTA, WIN7

Education:

• MCSE/CCNA (Working On)
• MCP (Microsoft Certified Professional) USA
• A+ Certification (Computing Technology Industry Association) USA
• Computer operating system (UNIX). NOVA Virginia, USA
• programming language (C++) NOVA Virginia, USA
• French Language Diploma, Centre Culturel Francais De Khartoum,
• Bachelor of Arts, University of Khartoum Sudan

Language Skills: Fluent in Arabic, English a working knowledge in French