Technical Support It Network

Kamal Michael MCSE,CCNA

IT PROFESSIONAL

*****.******@*****.*** ● http://ca.linkedin.com/in/ktodary ● M: 647-***-****

Professional Summary

A Bilingual IT Leader with over 30 years’ experience providing superior support to Lan / Wan Networking and Network Administrators. Dedicated and committed to sorting out IT network related issues to ensure effective flow of information with a strong background in managing IT network services.

Areas of Expertise

Lan / Wan Networking and Active Directory and Azure and TCP/IP and DHCP and DNS and WINS and AWS and Microsoft Intune and Jira

Microsoft Exchange server 2016 and 2019 and Domain Controllers and IIS Environment

Microsoft SQL 2016 and Unix / Linux Servers

10 years hands-on experience with Cisco Devices and Firewall Solutions and VoIP Solutions

Technical Support Engineer with Cisco devices and Switches and Microsoft solutions

Full Hardware & Software Maintenance for multiple kinds of PCs and Computer Networks

Installed and configured backup solutions and Disaster Recovery using multiple utilities

Network Administrator with Full Network Implementation and Administration

Experience leading team of 30 tech support

Install & Configure MRTG tools for monitoring the Bandwidth Consumption on numerous devices

Microsoft Certified System Engineer, Cisco Certified Network Associate

Technical Trainer

Bilingual support (French / English)

Professional Experience

Numeris Nov 2016 – August 2024

Technical Support and Network Analyst

The Network and Technical Support Analyst provides first-level incident management and IT service request, support to internal customers, maintaining high customer service standards, meeting Service-Level Agreement (SLA) targets, and adapting to new technologies and business requirements. The incumbent performs a full range of technical support tasks to users in an efficient and accurate manner, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. In addition, this role provides support for network administration duties (up-keeping mission-critical systems) under the guidance of the senior support group.

Addresses incidents related to server/desktop environments, applications, infrastructure, networks, communication devices, and PCs as per defined targets, escalating to second level support where appropriate. Trouble shoots the required resolution, including, account provisioning, desk side support, device functionality, device configuration, application support, software downloads, network connectivity by escalating internally or externally to vendor.

Develop and implement PowerShell scripts to automate system administration tasks, such as user account management, software installations, and routine system maintenance and create custom PowerShell scripts and tools to address unique organizational needs and enhance productivity.

Package and deploy software applications using SCCM and Microsoft Intune, ensuring they are correctly installed and configured on target devices and Manage application updates and maintenance processes, using SCCM and Intune to distribute patches and new software versions

Develops, maintains and enforces support procedures and processes (e.g. Service Level Agreements) in consultation with end users, Service Technical Support, IT management, and senior IT leadership.

Installs, configures and maintains UNIX production test servers in a highly virtualized environment. Oversees and maintains operational standards for the Data Centre onsite.

Works closely with Senior IT Support to test and implement IT systems and technologies related to networking (i.e. VPN, VLAN, Routing, Switching NAT, DNS, DHCP, Qos, CoS). Creates and maintains custom OS image systems that aids in rapid deployment of end-user PC’s.

Initiates and participates in key process improvements, automation, and reporting to drive efficiencies for the team.

TD Bank Financial Group June 2012 – Oct 2016

Bilingual IT Operations Analyst

Provided IT Support to all lines of business in the bank including TD corporate, TD Waterhouse, TD retail, TD Securities, TD Real Estate Secured Lending, TD insurance and TD Canada Trust employees.

Provided technical support for computer software, applications, communications and security; communicated with clients regarding information needed to resolve issues; escalated to 2nd level support when needed

Supported Leadership Team in Day-to-Day management operations: Email duties, Pass backs and Followups

Triaged and resolve incidents related to Windows as well as laptop, desktop, tablets and mobile devices (Android, iOS and Blackberry), Network Infrastructure related incidents including Firewall and Telephony, Virtual Infrastructure Issues (Citrix XenApp, VDI and App-V), RAS and VPN Issues, SharePoint, MS Dynamics CRM, Domino / Lotus Notes, Password and Security Management

Performed administration using Citrix AppCenter, Citrix Director, RSA Authentication Manager, AppSense, BES and Good for Enterprise Admin Portal.

Utilized all available resources including customized knowledge base, Microsoft knowledge base and senior staff to resolve customer issues

Proficient with current BYOD technologies (Citrix, Air Watch, Good, BlackBerry Balance)

Answered over 800 Help Desk calls monthly in a courteous and friendly manner; handled email and in-person requests from all clients; team handled over 80000 calls monthly (the busiest Department in the bank)

Logged all incident records / tickets accurately as per IT department best practices; maintained complete documentation of problem cause, impact and resolution.

Assigned unresolved level one issues to internal partners or external vendors and escalated when necessary; followed up with clients and ensured all resolution were complete and timely

Installed, configured and troubleshoot computer hardware, operating systems, network configurations and software applications, peripheral equipment; supported remote access users

Provided continuous improvement feedback through SharePoint and weekly huddles which resulted in improved knowledge base and Service Desk processes

Discount Holiday Center Jan 2010 – May 2012

Network Administrator

Provided Network administration for Mid-Sized Tourism Company

Implemented Role-based Administration in SCCM 2012.

Installed and configured new hardware and software which increased company’s security and protection and workflow efficiency. Received praise from senior management for the hard work

Adjusted system performance, tuned and kept the network up and running

Analyze system logs and identified potential issues with computer systems

Configured and maintained file and print servers, network printers and workstations

Performed daily system monitoring and verified integrity and availability of all hardware, server resources, systems and key processes; reviewed system and application log

AA Technology 2005 – 2009

Network Administrator

Provided Full Network Administration for Large-Sized Technology Company

Implementation and administration of Microsoft Exchange 2003 and Microsoft Domain Controller

Implementation and administration of Microsoft SQL 2008 and running SQL server reporting (SSRS) weekly

Implementation and administration of Unix Servers / Linux Servers in Production Environment

Managed users’ 50 mailboxes, distribution groups, permissions and policies in Microsoft Exchange 2003

Implementation and administration of Windows Server 2003 and Active Directory

Implementation and administration for VOIP telephony solutions in all company locations across Africa and Asia and Europe

End-to-end administration and daily production operations of DNS, DHCP, VPN connectivity, and Cisco PIX Firewall for the local and remote end users

Hands-on hardware and software configuration, administration, troubleshooting / resolution of WAN/LAN infrastructure (Cisco routers and switches)

Implemented and administered HP Call manager features and services

Orange (LinkdotNet Previously) 1998 – 2004

Technical Support Engineer

Provided IT Technical Support for customers and Corporate Companies for large Internet service provider

Installed, configured and solved customer problems for lease lines on Cisco® Devices and Analog and Digital Modems and Microsoft® Exchange 5.5 & Internet Information Server 5 (IIS 5) and Proxy Server 2.0 for Secured web access and Firewalls and Internet Security (Software and Hardware Solution (PIX))

Installed and configured HPBX and VOIP solutions for clients

Installed and configured many Monitoring Tools Solutions for the Company Network PDN like for example MRTG tools for monitoring the Bandwidth Consumption on many devices

Technical Trainer for new representatives

Gulf Information System (GIS) 1994 – 1998

Computer Hardware Engineer

Full Hardware & Software Maintenance for numerous types of PCs and Computer Networks, Printers and Scanners

Provided customer support for Internet Services (Internet Software & Connections)

Education & Professional Development

Bachelor of Computer Science and Information System

oSadat Academy for Management Sciences, Egypt

Certification

Microsoft Certified System Engineer (MCSE)

Cisco Certified Network Associate (CCNA 3.0)

Scope Certificate in Effective Negotiation

Scope Certificate in Principles of Leadership

Contact this candidate