Islam Yunis

My role is supporting both users locally and globally by using the necessary resources and delivering bespoke customer service and support. I focus on offering a bespoke service to users in a timely manner regardless of situation or location. I troubleshoot and resolve issues, drive enhancements, and improve support for all IT related functions. I Support common business applications including, but not limited to: Gmail and Google Apps, ZenDesk, OneLogin, Jira, Crashplan, Slack, DropBox, Zoom Conferencing.

Advanced troubleshooting of desktop related applications and providing L1.5 Support through Outbound calls and handling emails received on SD Seniors mailbox. Create and Manage Personal Mail. Create and Manage Distribution and Security Groups. Assign and Manage RSA ODA & Software Token. Install, upgrade, support and troubleshoot for Local and Network printers. Technical Support is provided through phone calls, emails and Remedy ticketing System. Handle Escalations from SD L1. Handle IMAC Tickets

Basic troubleshooting of desktop related applications and providing 1st level Support through taking calls and handling emails received on SD mailbox. Install, upgrade, support and troubleshoot printers and scanners, windows and Microsoft Office and any other authorized desktop applications. Level 1 remote support for programs like Cisco Jabber, Cisco any connect, MS LYNC, Symantec, Citrix, RSA and Enterprise Vault. Managing the RSA Console (Access Control).

Handle all brands of DSL modems with different manufactures: configuring DSL modem operating with Dynamic IP or Static IP, configuring wireless access points and range extender devices. Initiate outbound calls and mails to customers to configure and activate new products ADSL, VPN, Real IPs.

Supporting customers for several technical issues regarding to IPTV, Internet, landline, mails, hosting and domain. Following troubleshooting steps over different technologies (ADSL, GPON, Wi- Max and HFC). Following troubleshooting with customer step by step over different computer operating systems (Microsoft Windows and MAC) Fulfill customer inquiry for account billing and products

Handle New Customers' subscriptions and Inquiries regarding new packages offers. Handle Change Package and adjust Speed accordingly. Handle Inquiries regarding Hosting and Domain. Investigate Compensation Requests. Handle Customer’s Bills. Follow up with different teams the subscription steps. Follow Escalation Matrix in case exceed SLA.