Mohamed ElAgdar

• Azure Virtual Desktop • FSLogix Solutions • User Accounts & Access Control • Registry & GPEdit • PowerShell • File Storage, Share and SMB • Event Logs & Auditing • Performance/Resource Monitor • Networking (TCP/IP) • Active Directory • Operating System Performance troubleshooting and analysis • Windows Desktop/Shell • Installation/Deployment/Upgrade/Migration of Windows Operating Systems • Remote and onsite Support • Teams, Service Desk, Rave, CaseBuddy and ServiceNow

Responding to client support requests. Contacting clients to find out the nature of the problem. Troubleshooting hardware and software issues. Installing and maintaining hardware and computer peripherals. Installing and upgrading operating systems and computer software. Troubleshooting networking and connection issues. Advising on software or hardware upgrades. Providing basic training on computer operation and management. Completing job reports and ordering supplies.

- Research and identify solutions to software and hardware issues - Diagnose and troubleshoot technical issues, including account setup and network configuration - Ask customers targeted questions to quickly understand the root of the problem - Track computer system issues through to resolution, within agreed time limits - Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

- Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services. - Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations. - Manage and resolve all issues. - Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.

• Customer Support Experience to Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices. • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience. • Knowledge sharing, technical coaching, and mentoring. • Passionate about learning and applying new technologies quickly with self-direction. • Experience in configuring and managing windows client operating system