EMPWR Nutrition Group

Infrastrucre & Security Specialist

LUMICKS

•	Respond to incident & service requests in a timely manner, providing professional first-rate service for other LUMIs at our global offices and supporting our people in the field.
•	Provide desktop support, and resolve infrastructure, network, application issues, and other IT-related issues to ensure that systems are working and available.
•	IT procurement, asset management, provisioning, and configuring equipment such as hardware, laptops,
•	printers, mobile devices, audiovisual equipment, peripherals, and business 100+ applications.
•	Automate manual, repetitive tasks and proactively monitor the IT infrastructure and applications landscape.
•	Provide workspace management, onboarding/offboarding, basic training, software installations,
•	configuration, user account management, and role provisioning.
•	Proactively, track and manage ServiceDesk tickets to resolution. Build and maintain a solutions knowledge base and reporting.
•	Provide remote support to our field service engineers over the globe with secure device installation.
•	Complete IT-related operational tasks by following policies & procedures utilizing industry best security practices.
•	Coordinate & escalate unresolved issues to the appropriate teams, and IT partners as required.
•	Continuously improve the IT Service provided, including automation, reduce total cost of ownership, and make recommendations to management.
•	Share and radiate knowledge to support the user community and update the intranet as required.
•	Support the team with rolling out new projects and applications.
•	Aid and cover for other team members, and business projects, and complete other tasks as assigned from time to time.

Technical System Engineer

Xelion

•	Support our sales team, partners, and customers with Xelion system, design, and technical support inquiries. (WinSCP, KitTTY, Powershell, Linux)
•	Handle and document technical support inquiries regarding our software (both pre-sales and post-installation) via ticketing system and email (Zoho desk and Confluence).
•	Fault clearance and maintenance of monitoring system (Zabbix).
•	Ensure high customer and partner satisfaction through efficient, cost-effective, and smooth service processing.
•	Support Xelion in new releases development and ongoing software improvement, process continuous feature requests, and communicate findings.

Technical Support Engineer

NTT Ltd.

•	Supporting 7000+ users across all departments in NTT Ltd. all around Europe. 
•	Working in a cross first/second line role.
•	Primarily working with tickets logged via SNI. 
•	Responsible for IT stock control and asset management.
•	Onboarding and offboarding users. 
•	Maintenance of EIS hardware such as workstations, laptops, printers, mobile phones, tablets, etc;
•	Managing user accounts and security groups via Microsoft AD. 
•	Imaging and setting up machines with SCCM and Windows MOE (Autopilot)
•	Managing user mailboxes and distribution lists with Exchange 2010 and Exchange Online Portal.
•	Tools used: Workday, ServiceNow, Kurmi, Mimecast, Azure AD, Intune, and the Office 365 admin portal.

IT Technical Support Engineer

Utrecht University

•	Serve as the first line support for customers seeking technical assistance over the email, Whatsapp, Topddesk.
•	Perform remote troubleshooting through diagnostic techniques and pertinent questions.
•	Determine the best solution based on the issue and details provided by customers.
•	Walk the customer through the problem-solving process.
•	Direct unresolved issues to the next level or related support team.
•	Provide accurate information on IT products or services provided by Utrecht University.
•	Record events and problems and their resolution in the Topdesk portal logs.
•	Pass on any feedback or suggestions by customers to the appropriate internal teams.

IT Support 

Saudi Telecom Company

•	Monitor and manage networks alarm events, service outage, network performance deterioration, customer complaints, constant monitor and analyze network performance consistently. This also includes providing escalation and notification of minor, critical and major incidents/outages.
•	Handling customer complaints, for all kind of 2G/3G/4G related issues, and escalating to support if required.  
•	Alarm monitoring of IN nodes such as VXML-IVR’s, CCN’s, SDP’s, AIR, ,ECMS, VS, CRS, SI-router etc.
•	Create, update and manage trouble tickets for any detected/ reported problem.
•	Managing escalation to concerned departments to ensure fault rectification within agreed SLA.
•	Perform escalation and notification to keep management and other business units informed on critical issues or system outages.
•	Making daily, weekly and monthly reports for Reported TT’s, current status of all NE’s, SLA Exceeded, KPI update reports, to keep transparency and avoid duplication of issues reported.
•	Job projects:
o	Developed macros to automatically prepare the failed orders coming from billing toward IN for resubmitting. Such task was performed manually four times per shift.
o	Received Ericsson certificate in appreciation for the efforts and outstanding achievements of the Hajj 2017 event.

MNOC Engineer, Ericsson VAS/IN/ESDP

DeepRoot Consulting

•	Mainly responsible for the smooth running of website and ensuring users get maximum benefits from it.
•	Conceptualize original Deeproot logo, identity, and website design ideas that bring simplicity and user friendliness.
•	Establish and promote design guidelines, best practices and standards.
•	Create DeepRoot reports, infographics, process flows and posters to communicate interaction and convey a message toward a particular audience.

Media and Technical Support

UN-Habitat (United Nations Human Settlements Programme)

•	To provide UNHABITAT with high quality graphic design services that cover their entire needs. The designs helped to strengthen UNHABITAT corporate image across different communication channels.
•	Translate UNHABITAT thoughts and ideas into creative graphic designs that bring out superior results.
•	Plan, design, and manage the production of visual communications involving graphic art and illustrations using UNHABITAT theme and colors plate where applicable.
•	Create the look and layout of UNHABITAT publications. This involves choosing the cover images, fonts, layout of the text and images, as well as other print specifications.
•	Coordinate to print design projects that often involve working first with the UN-habitat Sustentative team, then coordinate with the print house to ensure the work is done correctly.

Graphic Designer

Elaqah Media

•	Installing and configuring computer hardware, software, systems, networks, printers and fingerprint system.
•	Planning and undertaking needed maintenance upgrades.
•	Talking to computer users to determine the nature of problems.
•	Responding to breakdowns.
•	Investigating, diagnosing and solving computer software and hardware faults.
•	Repairing equipment and replacing parts.
•	Supervising junior engineering and technical staff (If there are any).
•	Providing support, including procedural documentation and relevant reports.
•	Setting up new users' accounts and profiles and dealing with password issues.
•	Nesting and evaluating new technology.
•	Creating comps, initial graphic concepts and final deliverables.
•	High attention to detail and providing quality assurance of all creative deliverables.
•	Designs and produces art and copy layouts for material such as brochures, print advertisements, digital advertisements, newsletters, blog posts, infographics, white papers and presentation materials.
•	Design media in a wide variety of styles that correspond to the needs of the client.
•	Present new ideas to customer.
•	Monitor projects through all phases of production.
•	Maintain and update the firm’s intranet site. 
•	Ensure that the related social media accounts are updated and well maintained with proper data. 
•	Ensure all content that is created within the firm is reviewed by compliance by working closely with the corresponding parities.
•	Other duties may be assigned by the Manager that relates to graphic needs.
•	Design and produce printed graphics for all marketing programs, including, tradeshows and internal events, seminars, newsletter, etc.
•	Design and produce digital graphics including web hero banners, illustrations, and ads. You are skilled at working with web team on interactive projects.
•	Hands on support for executive PowerPoint presentations
•	Maintain brand style guide and graphic assets.

Y-Telecom

Working with CS equipment. I was mainly responsible for:
•	Commission and integrate of Provisioning equipments, related services and infrastructure.
•	Perform Provisioning equipments and services acceptance tests.
•	Perform AUC, HLR and CS provisioning and update network database tracking logs.
•	Maintain Provisioning equipments performance and collect statistics from various aspects.
•	Update in house database for provisioning logs, batches and generate required reports.
•	Generate reports for system capacity and usage load and raise recommendations.
•	Perform backup and restore procedures and execute preventive & corrective actions.
•	Perform daily check and prepare activity reports to direct line of authority.
•	Execute work orders requests, maintain hardware / software and apply any new configurations.
•	Handle questions or complaints related to Provisioning services, and take proper actions.
•	Execute new test cases based on new features and releases, or major modifications.
•	Escalate critical issues and contribute in solving it and guarantee progress investigation.
•	Write the appropriate scripts to automate routine jobs to enhance CS unit performance.

VAS-IN Charging System Senior Engineer.

IT Systems Support
C# .Net Programming.
Information Technology Infrastructure Library (ITIL) 
Microsoft Certified Technology Specialist (MCTS).
Microsoft Certified Professional Developer (MCPD). 
Oracle Data Base Administration (ORACLE University).
Red Hat Linux Administration.
Ericsson Charging System.
Huawei OCS (Online Charging System).
Intelligent Networks.

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