Samer Almadhoun

Personable and knowledgeable IT support technician with over 9 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 95% of issues without transferring to Tier 3 support.

Work Experience

IT Support Engineer

Injazat - Information Technology and Services 15/07/2021 – Present

Current project in TRANSCO - Abu Dhabi Transmission & Dispatch Company

Key Qualifications & Responsibilities

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
• Installed both computer hardware and software.
• Completed password changes and supplied active directory support.
• Supporting users and network administrators over the telephone and by email.
• Maintain the companies network infrastructure.
• Networking and providing support for Windows 10.
• Configuration and testing of any new hardware and software.
• Installing and operating Windows desktop and server operating systems.

Excellency Group Companies-Al Ain 01/11/2020 – 14/07/2021

• Installed and checked hardware and software applications.
• Knowledge of ITIL Service, Change and Problem management processes.
• Assisted end users in utilizing new and existing technology options.
• Responded to telephone, email and helpdesk second line support requests.
• Installed and patch updated hardware and software.
• Ensured maintenance of system data security.

Abu Dhabi Commercial Bank 01/09/2019 – 01-09-2020

• Managed PC setup and deployment for new employees using standard hardware, images and software.
• Manages the resort in the entire network maintenance, this includes administration and documentation of computer networks, telephones and cable TV networks
• Installed, tested and configured new workstations, peripheral equipment and software.
• Managing the branches in Abu Dhabi & Al Ain with more than 40 Branches.
• Installation and Configuration of Network Based Printers and Multifunction Devices (Network).
• In-charge of 1st level support of network and application related issues.
• In charge for troubleshooting of Basic issues for the Onsite ADCB ATM Machines across Abu Dhabi & Al Ain
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• Device Management and Configuration.
• Configuration and troubleshooting of Alcatel IP Phones.
• Coordinating with various teams to identify from IT and business to
• Ensure that the issues resolved at the earliest.

Education

Kirovograd National Technical University (Ukraine).

BSc Computer Engineering September 2002 - August 2007