Mazin Mohamed Amin Elsawi
I.T Customer Support Executive
Profile summary
To obtain a challenging position that will improve my skills and offer the chance for advancement, as well as allow me the opportunity to broaden my knowledge and gain practical experience.
Career highlights
Modernized Hospital's IT Infrastructure Procurement: As Help Desk Supervisor at Omdurman Maternity Hospital, I optimized the procurement process for software, hardware, and IT infrastructure, aligning acquisitions with program demands and ensuring cost-effectiveness.
Centralized IT Support Documentation: As System Administrator at Ministry of Petroleum, I improved and maintained existing IT processes and system documentation to create easy to use reference guides, reducing the average user support time by 20%.
Facilitated Cross-Departmental IT Initiatives: At Ministry of Petroleum, coordinated with various departments to implement new hardware and software, which reduced project completion times by 15% due to improved cross-functional alignment.
Deployed Anti-Virus Application Suite: Delivered and configured comprehensive anti-virus solutions across client systems, ensuring device protection against malware and other cyber threats while working as a Technical Support Engineer at the Ministry of Petroleum.
Stabilized Exchange Server Environment: Maintained critical Microsoft Exchange server functions at the Ministry of Petroleum, resolving system-level issues and ensuring continuous email service availability for over 500 employees throughout an eight-year tenure.
Pioneered Remote IT Assistance System: At Ministry of Petroleum, established a remote support system utilizing tools like TeamViewer and AnyDesk, resolving user requests 35% faster by enabling quicker access to client computers.
Enhanced VMware Infrastructure Availability: Managed and configured VMware operations at the Ministry of Petroleum, significantly improving the uptime and stability of server virtualization, resulting in a more reliable IT environment for critical operations.
Streamlined Server Patching Operations: Employed server management tools to automate patching cycles for all server-class systems within the Ministry of Petroleum, minimizing downtime and bolstering overall system health.
Fortified Network Security Posture: Implemented firewall rules and performed daily tuning of IPS tools, enhancing network defenses against potential threats and vulnerabilities within the Ministry of Petroleum environment.
Directed Help Desk Team's Operations: Supervised on-site and off-site IT professionals at Omdurman Maternity Hospital, directing diverse IT projects and adapting workflows to meet evolving programmatic needs.
Key skills
Professional experience
• Install, Configuring and troubleshooting Microsoft Exchange • Install, Configuring and troubleshooting windows server • VSphere install, configure, Manage • VMware operations Management • (Exchange, DNS, Server, VMware) Admin • Duties: • Handling all IT works inclusive of interact operations, Network administration and database management • Providing training and technical support for users with varying IT levels of knowledge and competence • Assist with the installation of new hardware and software and help train employees using it • Provide administrative assistance to managements such as preparing new vacant job descriptions. • Consulted users to determine areas in need of improvement. • Delivered reliable support for all server-class systems. • Understood key systems in use, providing business-as-usual (BAU) IT support on day-to- day basis. • Improved and maintained existing IT processes and system documentation to create easy to use reference guides. • Installed and maintained IT equipment and software to meet workflow requirements. • Operated server management tools for patching, monitoring and backup activity.
• Interface with end-users, systems administrators, and engineers for scheduling and implementing firewall exception requests and network troubleshooting efforts • Configure new firewall equipment • Monitor security system logs and status • Perform daily tuning of firewall and IPS tools • Communicate and escalate issues and incidents as required by process or management • Software maintenance and patching of network security tools • Maintain and follow standard security operating procedures, processes, and guidelines • Provide suggestions or requirements for engineering initiatives and services • Managed client communications by answering phones and corresponding through email. • Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
• Install and configure computer hardware, operating system, and applications • Installing computer components and drivers • Support printers and multifunction devices • Monitor and maintain computer systems and networks • Referral high level issues to server administrators if needed. • Installed and set up applications for clients, including anti-virus software and Microsoft office. • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely. • Provided clear and concise step-by-step technical support to guide clients. • Helped customers set up new systems, applications and software. • Kept computer hardware in excellent working condition through regular maintenance and inspections. • Logged and completed reports to submit technical details to management. • Used remote access to navigate and link to customer computers. • Resolved service user requests within target timeframes. • Installed new hardware and software to meet system specifications and user needs.
• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely. • Conducted training sessions with customers to demonstrate software updates, new systems and hardware. • Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations. • Installed and set up applications for clients, including anti-virus software and Microsoft office. • Helped customers set up new systems, applications and software. • Kept computer hardware in excellent working condition through regular maintenance and inspections. • Logged and completed reports to submit technical details to management. • Used remote access to navigate and link to customer computers. • Procured software, hardware and infrastructure required to meet programme demands. • Analysed and adapted workflows to meet evolving needs. • Oversaw on-site and off-site teams professionals working on diverse IT projects. • Assigned and monitored work of computer-related professionals.
Education
• Bachelors Graduate • Coursework in Microsoft Exchange, Windows Administration Server, Microsoft Cloud Vmware, Esxi, Vaeem, Netapp, ITIL Foundation