Mohamed Osman Elhassan

Mohamed Osman Elhassan

Work History

Work History
May 2012 - Present

Desktop Support Engineer ( Field Engineer )

Abu Dhabi Commercial Bank (ADCB)

Provide High Quality IT Support (Telephonic and Onsite) to the employees of ADCB across UAE. Responsible for SLA with regards to the client. Achieve or exceed SLA’s agreed with the client on a weekly/Monthly basis Liaising with the 3rd Party Vendors via various modes of communication to ensure that issue / service call is resolved on time Escalating the incident to the concerned team immediately if it is not being resolved by L1 and L2 Team in case of High Priority issues with proper information updated by the team. Physical installation & configuring of Dell / HP Servers, Workstations, Point-sec Encryption on workstations\ laptops for security compliance, OS upgrade. Imaging workstations via Symantec Norton Ghost and Acronis True Image Applications. Knowledge on TCP-IP and Networking Protocols. Installation and Configuration of Network Based Printers and Multifunction Devices (Network Scanning and Printing) Configuration and Troubleshooting of Alcatel, Avaya and Cisco IP Phones and Nortel Pabx Phones.

Jul 2008 - May 2012

Technical Support / Internet

Emirates Telecommunications Corporation- Etisalat

Provide technical support to customer / companies, Troubleshoots problems with computer systems, including Hardware and software, e-mail, network and peripheral Internet equipment problems. Troubleshoots internet connection problems. 􀀀Handling incoming calls, tracking status of service –n- problem calls 􀀀Acts as a technical resource in assisting users to resolve problems. Contribute to departmental IT projects. follow-up complains and billing disputes

Oct 2005 - Sep 2007

Renaissance Computer Enterprises - SUDAN

The installation and maintenance of Desktop ,Printer and networks. import Network equipment and supplies. Providing solutions to user and customers

Sep 2002 - Mar 2005

Master Trading Company ltd-Sudan

installation and maintenance of PCs ,Printer and networks. Providing solutions to User andcustomers

Education

Education
Jan 1997 - Jan 2003

Bachelor's computer Engineering

University of Science and Technology / Omdurman -SUDAN

5 Years Bachelor's in computer Engineering

Skills

Skills

Bilingual Arabic and English (Read Write and Speaking

Microsoft Office software ( Ms Word, Ms Excel ,Ms power Point ) & Internet

Certifications

Certifications
Dec 2012 - Present

ITIL Foundation Certificate in IT Service Management -V3

Certificate in IT Service Managemen
Jan 2008 - Present

Cisco Certified Network Associate (CCNA)

Certificate in Networking
Jan 2005 - Present

Certificate in Networking

System Computer Information Technology Institute (SYSCOMS)
Certificates in Networking and CCNA Preparatory Course& Training

Career Objective

To develop my career as a’ Technical Specialist¨ in a company where I will be a valuable team member, contributing quality ideas
and work and regularly updating my knowledge and skills Being a part of the company and involving myself in the growth of the
organization by way of applying the skills acquired and the experience gained. I would like to work with a company, which will
develop and actively utilize my acquired skills abilities and knowledge.