Mohamed Usman

Background

About Mohamed Usman

I am Technical feild Support Engineer my duty and responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. Present Provide L1/L2 support and resolve problems of end users. Monitor and respond quickly and effectively to requests received through the IT helpdesk. Follow ITIL process (request & incident management process and procedure -problem management - assets management) Monitor Service Desk for tickets assigned to the queue and process first-in first- out based on priority Serve as the first contact with customers who need technical assistance via the phone or email Perform troubleshooting using different diagnostic techniques Troubleshoot, diagnose, and resolve technical hardware and/or software issues Provide quick resolution and excellent customer service Provide feedback on processes and make recommendations on areas to improve Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting Managing Emirates post application's and escalating incidents to the concerned department Managing Active directory user and computers Remotely accessing hardware or software for clients to make changes and fix problems Troubleshooting peripheral devices like network printer, receipt printer, Weight scale, ID readers, Card Terminal device. VPN client configuration, MS office installation.