1. Ramy Elsayed
Day of birth: 2/25/1981
12 Elkodaee St, 11629, CairoResidence:
0100152327Phone:
ramynation@hotmail.comE-mail:
MarriedMarital status:
Work experience
2008 - now zuuTech
IT Team Administrator
Responsibilities
Sorting out all kinds ofwindows trouble shooting problems.
Managing server maintenance on regular bases.
Trouble shooting Networks problems from user end and Administrator end.
Organizing sessions and assigning tasks to junior technicians.
Organizing Workflow between different companydepartments.
Help developing work environment.
Handling supportcalls for UK customers.
Monitoring Member service team while handling incoming calls.
Involved in some HR Responsibilities.
Managing Cloud system used as Backup for our customers.
Administrating Mail hosts through our servers either Exchange or web mail.
Leading a team of 25 technicians and call center team to provide 24/7 remote control & phone
calls supportfor 4500+ end users in UK to do the following:
Windows XP,Vista,7 and 8 and 10 (Upgrade,Install,Troubleshooting OS problems)
Install & Configure software and troubleshootinstallation problemserrors
Install printersscannersfaxesCameras and troubleshooting related problems
Troubleshooting MicrosoftOffice applications and provide (How To)
Outlook email setup,archive, backup, ImportExport, adding rules,signatures,and
troubleshooting sendreceive problems
Regular clean up for the computers and the servers
Windows Server 2000,2003,2008R2 and 2012R2 (Upgrade,Install,Troubleshooting OS problems)
Install,Manage and troubleshootDomain Controller,Active Directory and GPO
Install,configure and troubleshooting DHCP and DNS problems
Managing and troubleshooting MicrosoftExchange Server 2007,2010,2013
Configuring ,Managing and Migrating domains to Office 365
Configuring and administrating MicrosoftSQL 2008
Troubleshooting InternetConnection,LAN,WAN,WLAN,VPN problems
Firewall setup and troubleshooting related problems
Configuring BackupRestore Solutions (onlinelocalnetwork)
Monitor System Resource Usage (Memory, CPU, Drive Space & I/O) & Event Logs
Monitor Database Resource Usage (Device Space,Concurrent Users) & Error Logs
2. Documenting customer detailstickets into the CRM
Preparing F&Q for the team members
Preparing F&Q for the customers regarding our productsservices
Creating manuals and procedures
Quality assurance and making sure we meetthe SLA (Service Level Agreement)
Following up with customers regarding their open tickers and their feedback
Recommending our services to the customers (supportBackupAntivirus LicensesDomain &
Email hosting) and selling them the services they need
Evaluating the teams and determine their KPI
Reporting to the team managers and CEO
2007 - 2008 Ibex-solutions
Sales Representative
Responsibilities
Sales for Bar Code Printers,scanners,handhelds,Solutions
2006 - 2007 zuuTech
HelpDesk
2005 - 2006 CR&S
Sales Representative
2004 - 2005 Mena Trade
Tele Sales
2004 - 2005 ODIGO
Sales Representative
Other professional experiences, references
Education
1986 - 2000
2ooo - 2006
Mac OS
Cloud ManagementSystems.
HR Knowledge
Office Administration Knowledge
Virtualization Knowledge
Patriarchal College,
High School
Faculty of commerce,Cairo
Univeristy Accountant
3. Certificates and Courses
CCNA
ITIL Foundation V3
MCSA server 2012
MCP
MCDST
Other skills and abilities
Language proficiency: Arabic native speaker
English native speaker
Driver's license: Personal A
