1. CAREER OBJECTIVE
As a professional Technical Support Specialist with experience in technical customer service, I thrive on working in challenging IT
environments that offer the opportunity to resolve demanding challenges of varying complexity so that the user experience is
optimised. I am well versed in all aspects of help desk operations with a view to effectively and efficiently supporting the
organisation’s applications, infrastructure and procedures.
My ability to do this in line with key performance indicators is underpinned by my excellent oral, interpersonal and written
communication skills which allows me to examine and resolve complex and time critical technical issues. I am keen to pursue
opportunities that will allow me to further contribute to the development of a highly skilled and highly effective support team that
can underpin operations in diverse environments where there is a broad range of integrated platforms and applications.
KEY COMPETENCIES
Technical Competencies
 Active Directory Administration
 Microsoft Exchange (2010)
 Cisco IP Telephony
 Blackberry PDA/Server support and administration
 iPad/iPhone & Android devices Support
 System Centre 2012 Configuration Manager (SCCM)
 Microsoft Lync 2010 Administration.
 Veritas Enterprise Vault archiving system.
 GOOD application administration used in iPhone &
iPAD
 CRM, Remedy and ServiceNow helpdesk system
 MS Windows 2003 & 2008 server
 MS Windows XP & Windows 7
 LAN/Wan , TCP/IP, DNS, DHCP
Support / Workplace Competencies
 Providing Timely, Prompt IT & Help Desk Support In
Large & Complex Organisations
 Working with Internal / External Clients
 Achieving Service Level Agreement Targets
 Documenting Reported Issues in Ticketing Systems
 Troubleshooting of Complex Problems
 Undertaking Extensive Online Research
 Contributing To The Development Of Knowledge Base
 Keeping Clients Informed of Progress During
Resolution of Protracted Issues
 Exemplary Communicator & Negotiator
 Liaising with Technical & Non-Technical Staff
 Client Relationship Management
 Training of End Users on Application
 Managing Upgrades / Implementations
 Accuracy & Attention to Detail
 Managing Multiple Issues Concurrently
 Participating in Team Meetings to Resolve Issues
 Working Cooperatively With Colleagues
 Championing a Safe, Fair, Cooperative Workplace
QUALIFICATIONS & TRAINING
 BA: Computer Engineering
 ITIL Version 3 Certified
 Microsoft Certified System Administrator
 DCSE (DELL Certified Systems Expert)
 Microsoft Exchange 2003 Administration Training.
 ITIL Version 3 Foundation Training.
 Fundamentals of Sun Solaris Training in Sun
Microsystems.
 Windows 2000 Server Administration Training.
CAREER HISTORY
Transport for NSW- NSW Government: 1/7/ 2013 – Now (on-going contract)
ICT Support Officer
 Respond to and resolve incidents and service requests escalated from the service desk or brought directly from the user base.
0431 185 316 / maged_bishay@yahoo.com
14 Silkwood Grove Quakers Hill NSW 2763
M A G E D B I S H A Y

2.  Imaging of desktop PCs and notebooks with Standard Operating Environment image.
 Supporting the Standard Operating Environment including desktop applications.
 Investigating, diagnosing and resolving hardware and software faults related to end-point devices.
 Managing Active Directory accounts & MS Exchange mailboxes.
 Maintenance of user network access and network security.
 Supporting mobility devices such as iPads, iPhones & Blackberries
 Desksite/Filesite support.
 Supporting multi-function network printers.
 Supporting uniFLOW Printing.
 Audio/Video meeting rooms support.
 Supporting Cisco IP telephony system.
 Liaise with 3rd party vendors.
 Supporting Citrix users.
 Helping in IT procurement
 Maintain and update documentation as required, including, but not limited to work procedures, technical
documentation and client documentation.
UBS Bank: March 2007 – 21/12/2012
Level 2 MESSAGING SUPPORT SPECIALIST FOR GLOBAL EXCHANGE/BLACKBERRY ENVIRONMENT
 Operating as an Exchange / Messaging specialist
supporting 50,000 end users globally in multi-domain
environment, providing service 24x5.5.
 Supporting 20,000 blackberry users globally providing
devices and message delivery support 24x5.5.
 Building and maintaining relationships with key global
support teams and stakeholders.
 Supporting Microsoft Lync 2010 and supporting Parlano
MindAlign chat.
 Monitoring critical alerts for Exchange, Blackberry,
GOOD & Lync servers via MOM.
 Supporting GOOD application for iPAD/iPHONE devices.
 Supporting Exchange Archive Solution archives (15,000
end users).
 Supporting Veritas Enterprise Vault (10,000 end users).
 Managing mailbox restore requests and undertaking
ongoing liaison with storage team.
 Managing service requests via call tracking applications:
ServiceNow, Remedy and GRS.
 Providing 2nd Line Support on Outlook and message
routing problems (e.g. message tracing).
 Liaising with vendors with respect to resolving isolated
client issues.
 Undertaking system monitoring of the global Messaging
platforms and infrastructure.
 Manipulation of Message queues and system processes
to ensure optimum throughput of messages.
 Monitoring backup processes and completion to ensure
data integrity.
 Providing TopCall client support and fax monitoring.
KAZ Group Pty Ltd: November 2006 – February 2007
ON-SITE SUPPORT
 Supporting Microsoft Servers alongside XP desktops.
 Lotus Notes support.
 Liaising with vendors on unresolved technical issues.
 Monitoring backup processes and completion to ensure
data integrity.
 Supporting clients & resolving issues - phone/face to
face.
 Deploying pre-defined SOE and desktop applications as
required.
Ramsay Healthcare: March 2006 – October 2006
HELPDESK ANALYST
 Receiving all calls by phone or by email, logging them
into Remedy logging system.
 Working to resolve incidents according to the assigned
SLA by using remote control tools as RDP& VNC; approx.
80% of calls resolved at the helpdesk stage.
 Escalating calls to the appropriate support team.
 Coordinating incident resolution successfully.
 Providing Active Directory administration including
creating & modifying accounts & groups.
 Providing Microsoft Exchange mailbox administration
and providing security access permissions on the file
servers.
 Providing network printers administration and providing
support for Citrix & VPN clients.
Australian Red Cross Blood Services: September 2005 – December 2005
SERVICE DESK ANALYST
 Logging all incoming calls (by phone or by email) from
across Australia (approx. 2000 users) using Peregrine
Service Centre 5.1.3.2.
 Working to resolving all issues on single contact using
remote control tool (VNC).
 Approx. 80% calls solved and closed at help desk stage.
 Where an issue remained unresolved, an incident ticket
was raised and assigned to appropriate support team.
 Updating customer on issue status and ticket reference
number; following up on customer requests.

3. REFERENCES
 Provided on request