About Adham Mohamed Fadel
Adham Mohamed Fadel works as IT Helpdesk Senior Specialist at BMW and is based in Cairo, Egypt. Adham studied Bachelor of Commerce (Accounting and Management) at Alexandria University (2002-2007). On Youth4work, Adham has taken skill tests in English Language (rank 25,262 of 356,213, top 8%) and IP Networking (rank 792 of 4,964, top 16%). Adham also lists talents in Red Hat Linux, Hardware Support, Network Engineer and MCITP Enterprise Desktop Technician Windows 7.
Talents
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Red Hat Linux... among ... users in Cairo…among … users worldwide -
Hardware Support... among ... users in Cairo…among … users worldwide -
IP Networking... among ... users in Cairo792among 4964 users worldwide38.71percentile among worldwide users -
Network Engineer... among ... users in Cairo…among … users worldwide
Professional Path
IT Helpdesk Senior Specialist
BMW
Full Time
Jul-2015 To
present
11 years 2 months
- -Provide On Site End-user support for all IT related issues.
-Install, maintain & troubleshoot Client OS (Windows 7,8.1 & Windows 10)
-Administer MS SCCM 2012 (Configuration Manager, Operation Manager & Service Manager)
-Troubleshoot all infrastructure services (LAN, WAN, DHCP, DNS, Active Directory, Ex-change , VPN & WSUS)
-Act as a SPOC for IT teams on site & responsible to resolve/assign IT incidents within agreed SLAs
-Responsible for monitoring & maintenance of the site Data Center (Cisco Routers/Switches, Fortinet Firewalls, Physical & Virtual Servers)
Service Desk Second Level Support
IBM
Full Time
May-2013 To
Jul-2015
2 years 2 months
- -Provide Technical support solutions to Mobily end-users via remote access solving busi-ness related issues.
(Windows & Desktop MS Office, MS Project, CRM, third party applications and e-mail issues)
-Act as a single point of contact for phone calls and emails from end- users regarding IT issues and queries.
-Diagnose and resolve software and application issues involving internet connectivity
-Maintain the resolution time according to the SLAs based on ITIL standardizations.
-Provide 1st and 2nd line support - troubleshooting of IT related problems of hardware, such as, Laptops, Work Stations, Printers and BES.
-Escalate unresolved Tickets to the specialized support teams
-Log all calls received in Service Desk through the agreed ticketing system (Remedy & Max-imo)
-Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
-Perform Creation of new accounts using company provided software tools.
Technical Support Representative
Etisalat -UAE
Full Time
Jul-2010 To
Feb-2012
1 years 7 months
- -Support customers for all internet services provided by (Etisalat) – Dialup, ADSL, Mails & Domains and Fiber Optics based services. “Internet, IPTV & VOIP”
-Provide customers with all Billing Information related to their accounts.
-Perform technical troubleshooting with business & home use customers and assign escalat-ed cases to the concerned departments.
-Replying on all customers inquiries regarding all broadband services provided by Etisalat
Technical Support Representative
LINKdotNET
Full Time
Oct-2007 To
Jul-2010
2 years 9 months
- -Support customers for all services provided by (LINK dot NET) – Dialup, ISDN, ADSL, Mails & Domains
-Perform basic troubleshooting with customers and open CRM tickets to the concerned technical departments
-Follow up with customers assuring quality of service
-Coordinate between departments to assure standardization in the work flow.
-Follow up on CRM tickets to decrease customers down time.
Qualifications
Alexandria University
Bachelor of Commerce Accounting and Management
2002-2007
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Other people named Adham
- Adham Boudy, egypt
- Adham El Faitoury, Alexandria
- Adham Ahmed Mohamed Ghaba, Riyadh
- Adham Kabil, Cairo
- Adham Khaireddin, Amman
- Adham Davis, Thrissur
- Adham Mohamed Sett S, Tiruchirappalli
- Adham Thiabat, Amman
