1. Mobile: +962798709604
Email: mahmoud.taha92@outlook.com
MAHMOUD ABDUL-HADI MAHMOUD TAHA
Personal Information
 Nationality: Jordanian
 Age: 24
 Date & Place of Birth: Aug/10/1992 - Zarqa
 Marital status: single.
 Have a valid Driver's License.
Objective
I am seeking a competitive and challenging environment where I can serve
your organization and establish an enjoyable career for myself.
My Experience
Service Desk Agent
At Royal Jordanian Airlines
Location: Amman
Duration: April 2016 – Present
The Service Desk Agent is the first point of contact for the users who call our IT
Service Desk. While providing the highest level of customer service, the Service
Desk Agent answers incoming calls, tracks all information in a call tracking system,
uses a knowledge base tool along with their expertise to resolve tier 1 requests in a
timely fashion. The Service Desk Agent escalates unresolved
problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting
basic end user issues on various software applications, hardware, network and
telecommunications systems and provide basic desktop support.

2. • Familiarity with the fundamental principles of ITIL/SLA.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning
skills. • Fluent English and Afrikaans language skills.
• Support for computer hardware and any authorized desktop software
• Responsible for monitoring, operating, managing, troubleshooting and
restoring to service any terminal service client, personal computers (PC) or
notebooks that has authorized access to the network
• When the restoration is beyond the scope of the Service Desk Agent he/she
will escalate the issue/problem to proper tier 2 and 3 support team
members
• Develop trends by monitoring and analysing incoming calls, problems and
support requests
• Field incoming requests to the Service Desk via both telephone and e-mail
to ensure courteous, timely and effective resolution of end user issues
• Prioritize and schedule problems. Escalate problem (when required) to the
appropriately experienced technician
• Identify and learn appropriate software and hardware used and supported
by the organization • Perform post-resolution follow ups to help requests
• Reinforce SLAs to manage end-user expectations
Technical support Eng
At Fastrabbit (Queen Alia International Airport)
Location: Amman, Jordan
Duration: November 2015 – Present
 Working outsource in many companies.
 Installing Kaspersky Kit admin.
 Make maintenance for network.
 Make 1st level support.
 Work in Queen Alia International Airport for 6 month as (outsource
Technical support).
 Manage OTRS ticketing system.
 Solve problems with PC's (HW/SW).
 Make maintenance for projectors.
 Monitoring servers and make 1st level support.

3. Technical & Operation supervisor
At LKD Technologies
Location: Amman, Jordan
Duration: February 2015 - October 2015
 Installing Servers and networks.
 Working on Zero Client system, Called VSpace Server to connect N-
Computing Devices Throw it.
 Installing and configuring Windows server 2008 R2 and Windows
Server 2012 R2 and Windows MultipointServer 2011-2012.
 Installing and configuring AD DC, and make users with permisions.
 Installing and configuring FTP server.
 Installing Data Show Projectors.
 Installing Promethean Active board and its tools.
 Installing TI Calculator in Laboratories.
 Installing LanSchool Software, to monitor and control every PC inside
the network.
 Make maintenance for everything I worked in
IT unit admin
At Middle East Co
Location: Amman, Jordan
Duration: Oct/2014 - Dec/2014
 Network WAN/LAN admin.
 Manage DHCP.
 Troubleshooting network errors.
 Make policies and permissions for employee's computers using MAC
Address.
 Control routers and switches.
 Formatting the PC's
 Installing and configuring computer hardware, operating systems and
applications.
 Backup Data.
 Troubleshooting Computers Problems and fix it.
Network Engineer

4. At Jordan Cable Services
Location: Amman, Jordan
Duration: Jun/2014 - Sept/2014
 Installing Networks WAN/LAN (Outdoor).
 Network Troubleshooting.
 Work with fiber cables (FTTH/Patch cored/fiber optic 24 core).
 Splicing fiber cables through splicing machine.
 Working in fiber tools (cleaver/stripper/connectors/media convertors).
 Configuring routers.
 Monitoring and maintaining Network problem.
 Working With Electrical Tools.
My Qualifications
 Ability to work under pressure.
 Team player.
 Team Leader.
 Extremely organized and highly motivated.
 Ability to learn and adopt new technologies and programming
languages.
 Ability to analyze and solve problems.
 Good communication skills.
Educational Qualification
BC's in Computer Science from Jerash Private University, Jordan 2014.
Degree: (Good)

5. Training
 (summer 2013) I got training at Pioneers Academy in Java Standard
Edition course for a four month.
 (summer 2013) I had A+ course at Pioneers Academy for one and half
month.
 Summer 2013) had practical training in CCNA course for a three month
[Jun'14, 2013 - Sep'25, 2013], in an average of 6 hours daily, at
Pioneer Academy. Amman, Jordan.
My Skills
 Android SDK.
 Java.
 Microsoft Visual Studio .Net
 Fiber Optics Network Installing.
 Fiber Optics Tools.
 Network Installation WAN/LAN.
 Configure IP's and DHCP and MAC Address through routers.
 Microsoft Office (Word, Excel, PowerPoint, Outlook …).
 Working with telephone Switch board system.
 Installing Cameras (Analog / Digital).
 SQL serever 2008.
 Active Directory Domain Controller.
 FTP server.
 VPN.
 Microsoft OS.
Environments:
 Eclipse, Android SDK and VS 2010.
 Network: Router & servers-configuration,
 Windows server (2008 - 2012) R2.
 Windows Multipoint servers 2011 - 2012.
 SQL server 2008.
Platforms:
 Android .
 Microsoft Windows.

6. Languages:
 Arabic: Mother language.
 English: V.Good in reading, writing and speaking.
Training Courses and certifications:
 Java Standard Edition. (72 hours)
 CCNA. (70 hours)
 CompTIA A+. (30 hours)
 MCSE. (60 Hours)