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Abazer Adam HassanAbow
Personal Information:
- Total Exp: 7 years
- Date of Birth: 21-April-1984
- Gender: Male
- Marital Status: Single
- Nationality: Sudanese
- Religion: Muslim
- Visa status: Employment Visa
- Currant Location:-Abu Dhabi
- UAE Driving license: Yes
Career Objective
A well-presented, well-mannered and articulate helpdesksupport professional with extensive
experience of performing diagnostics and resolving a customer’s technicalproblems via telephone,e-mail
and one to one. Having a proven track record of successfully finding the root causes of problems, resolving
them or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can work
well under pressure and whopossesses strong customer service skills, good communication skills and
attention to detail. Looking for a company which will challenge my problem solving skills and allow me to
continue to develop my knowledge and potential.
Experience Summary
 Abu Dhabi Quality & Conformity Council
Helpdesk Analyst September 2013 present
Responsible for taking & logging incoming calls & providing efficient customer support for all 1st
Line issues relating to Servers, Desktops, Laptops and peripherals.Supporting over 560 users & on
average answering 25 IT calls a day.
RolesandResponsibilities:
 Providing technical support over the phone to all IT users.
 Handling incoming incidents via the phone / e-mail promptly and effectively.
 Diagnosing and resolving a wide range of technical issues over the phone.
 Take ownership of a call and seeing it through to closure.
 Escalating calls and issues where necessary to senior managers & team leaders.
 Investigating and implementing ways of reducing calls to the Help Desk.
 Ensuring that all call details are captured and entered in the logging software.
 Updating support documentation.
 Answering & responding to all calls &requests within agreed time scales.
 Keeping customers updated as toprogress.
 Provide troubleshooting and configuration support for client desktop and networking
environment.
Duties
 Providing technical support over the phone to all IT users.
 Handling incoming incidents via the phone / e-mail promptly and effectively.
 Diagnosing and resolving a wide range of technical issues over the phone.
 Take ownership of a call and seeing it through to closure.
Mobile no: +971529361408 or
+971555737880
E-mail: abowzer_abow@hotmail.com
Alternative: a.abow@qcc.abudhabi.ae

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 Escalating calls and issues where necessary to senior managers & team leaders.
 Investigating and implementing ways of reducing calls to the Help Desk.
 Ensuring that all call details are captured and entered in the logging software.
 Updating support documentation.
 Answering & responding to all calls &requests within agreed time scales.
 Keeping customers updated as toprogress.
 Provide troubleshooting and configuration support for client desktop and networking
environment.
KEY SKILLS AND COMPETENCIES
 A good working knowledge of all levels of helpdesksupport.
 Excellent telephone manner and customer service skills.
 Able to diplomatically manage customer's expectation.
 Experience of setting up and maintaining hardware and software systems.
 Ability to work shifts and weekends -occasional overtime / overnight.
 Having the ability to listen to, understand and defuse difficult situations.
 Experience of working with CAFM systems & multi-line help desk systems.
 Knowledge of all Microsoft office applications and operating systems.
Certifications
 B S c Software Engineering
Mashreq College for Science and Technology – Khartoum Sudan 2008.
 Cisco Certified Network Associate (CCNA)
 Cisco Certified Network Associate Voice (CCNA Voice)
 Cisco Certified Network Professional (CCNP) Course
 Cisco Certified Voice Professional (CCVP) Course
 Microsoft Certified Information Technology Professional (MCITP) Course
 Microsoft Exchange Server (MES) Course
Operational
 Dealing with hardware and application support queries and issues reported to the support desk
and escalated to the Desktop Support Administrator
 Provide user data and application recovery
 Email account administration, i.e., account creation and management and distribution lists on
Exchange 2010
 User account administration, i.e., account creation and management and password resets on Active
Directory
 Use diagnostic tools to troubleshoot problems associated with network connectivity, and
workstation hardware/software
 Use tools and methodologies to load, copy and customize operating system configurations for
deployment
 Responsible for the daily switching of backup tapes at the different backup sites
 Provides backup support and assistance to the Network Administrator as needed
 Responsible for tracking hardware and software inventory
 Familiarize end users on basic software, hardware and peripheraldevice operation
 Take ownership and responsibility of queries, issues and problems assigned to the
 Desktop Support Administrator
 Works with vendor support contacts to resolve technical issues within the desktop environment
 Escalate issues and involve experts wherever required in order to resolve issues as quickly as
possible
 Works with other IT team members regarding newbranch builds and upgrades
 Dealing with queries by following departmentalprocedures for fault resolution
 Operates within, enforces, and suggests modifications and additions to desktop standards and
guidelines
 Arranges for and/or prepares equipment for shipping/receiving
 Maintains I.T. records and tracking for area of responsibility
 Ensures that supported customer accurately completes the approved work request with the date
and time of submission
 Develop sound understanding of IT operations and related applications and IT

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 Systems as well as business related processes and procedures
 Develop technicalknowledge of each system within company profile and specialised knowledge of
certain nominated areas
 Maintain adequate knowledge of operating systems and application software used toprovide a high
level of support
 Maintains and consistently demonstrates a general knowledge of company guidelines,
processes, practices and procedures
CustomerFocus
• Ensure that there is sufficient support to clients and provide friendly customer service.
General
• The person should be prepared / willing to doany other reasonable and lawful instruction/task
and ensure that it is normally carried out on time and correct.
CORE COMPETENCIES
• Applying Expertise and Technology
• Analyzing
• Learning & Researching
• Planning & Organizing
• Delivering Results and Meeting Customer Expectations
• Achieving Personal Work Goals and Objectives
EXPERIENCE/KNOWLEDGE &SKILLS
 Consulting manager assistance. Al-Neelain university Graduation College, with Prof Abdel Monim
Mohamed Ali M. H. Artol 2007 – 2008.
 Network Engineer &System Administrator at Elmashreq College for in Khartoum – Sudan.Science.
From 10-10-2010till25-12-2013.
 Network Engineer at USB Group in Khartoum Sudan. Since 1-1-2008 to10-10-2011.
4.10 years Overall experience in System and Network Administration
Having exposure in Installation and Troubleshooting Cisco ISR 1800,2800,3800 and
Cisco 7206 Routers
Installation and Troubleshooting Catalyst 2960,3750,3560,6506 Switches
Installation and Troubleshooting Cisco 7940, Nortel NTDU92 VOIP phones
Sound knowledge in Routing and Switching
Install, upgrade, support and troubleshoot Enterprise Applications hosted on
Windows Server 2000/2003/2008
Install, upgrade,support and troubleshoot Enterprise Applications running on Microsoft Terminal
Services
Technical lead duties and management of technical projects
Designing and implementing customers’ network infrastructure
Configuring and implementing Remote Access Solution: IPsec VPN, Easy VPN, SSL VPN, Citrix
Access Gateway, Citrix Secure Gateway
Configuring Pix to Pix, ASA to ASA and Router to Router VPN
Implementation of HSRP (using IP SLA) and GLBP
Configuring VLANs, VTP, Ether channels
Configuring intervlan routing on Layer-3 switches
Securing switch access
Designing and implementing wireless architectures (Cisco Aironet APs and Cisco 4400 series
controllers)
Configuring Voice VLANS and QoS VLANs
Configuring routing using OSPF and policy routing using route maps
Hardening Cisco devices – Implementing IDS and IPS, Cisco IOS Firewall, AAA
Implementing trafficfilters using Standard and Extended access-lists,Distribute-Lists, and Route
Maps
Building and maintaining Visio documentations for Clients
Diagnose and quickly resolve a wide range of Windows applications and networking problems to
help minimize downtime
Troubleshooting network connectivity in a LAN/WAN environment
Requesting and coordinating vendor support

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When the restoration is beyond the scope of the Desktop Support Administrator the Desktop
Support Administrator will escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analyzing incoming calls, problems and support requests
 IPV4/IPV6 Routing
 Multicasting,
 Knowledge in BGP,IS-IS Routing protocols
 Configuring and Troubleshooting OSPFover FRAME-RELAY networks
 Configuring redistribution when connecting different routing protocol domains
 Configuring RIP V2 and EIGRP routing domains
 Sound knowledge in VLSM,CIDR,SUBNETTING,
 Configuring and Troubleshooting VLANS in Switched Networks.
 Configuring VTP,
 Configuring Trunking and Pruning on switched networks
 Enabling port-security for preventing unauthorized networkaccess
 Enabling port fast,uplink fast, and backbone fast for fast convergence.
 Password recovery of networking devices using configuration registry
 Configuring vlans in ROUTER ON STICK method,
 Configuring EXTENDED ACL’S
 Configuring NAT OVERLOADING (PAT)
 Knowledge in Remote Access VPN (Client-Site) and Site-Site VPN
 Excellent technical knowledge of pcs and desktop hardware.
 Working technical knowledge of current protocols, operating systems and standards.
 Ability to operate tools, components and peripheralaccessories.
 Microsoft Desktop Support Technician an advantage
 A+ and N+ experience
 Software and Hardware Troubleshooting
 Windows XP, Windows 7, Windows 2000/2003/2008 experience
 Routers, switches and firewall experience
 Microsoft Office 2007,Office 2010,2013 support
 TCP/IP
 Working knowledge of SMS, AD, Exchange 2007/2010 and remote controltools
 Knowledge of all software applications used within the organization
 Professional image and grooming
 Self-confidence and interpersonalskills
 Analytical and problem solving skills
 Good communication (both verbaland written) skills
 Planning and organizing skills
 Good administration management skills
 Strong listening skills
 Able to operate effectively in a team environment with both technical and non- technical team
members
 Able to operate with minimal supervision
 Able to manage time effectively, set priorities appropriately, schedule calls
 Able to maintain professional demeanor under stress
 Able to operate within customer standard operating procedures
 Assisted company personnelwith desktop operation both hardware and software related
issue
 Supervised and performed the installation of newIT network equipment,system software
and desktop computer
 Planned routine repairs and/or system upgrades
 Provided employee training and instruction (presentations) regarding basicsupport and
quality standards.
 Tested the IT networking systems, monitored the performance of network servers and
maintained computer systems of the organization.
 Updated management on a regular basis through reports, email, and presentations.
 Administered the creating and supporting of IT accounts and computer systems
 Performed technical support,including escalation of problems and incident identification
with subsequent resolution.
 Ensured functionality of desktop systems throughout departments by regular checks and
maintenance
 To create id, profile using Windows Active Directory

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 Coordination with vendor with different level
 Key Skills for & Strengths
 Good communication skills
 Ability to take initiative
 Multi-tasking
 Oriented towards customer service
Language:
- Arabic Mother Tongue.
- ENGLISH:-Read: V.GOOD / WRITE: V.GOOD
SPEAK & COMUNICAT: V. GOOD
SoftwareSkills:-
- 4 years directly related work experience in a technical support,position Windows XP, Microsoft
Office 2003,2007,2010.Internet Explorer and business applications in a business environment.
- Knowledge of multiple desktop programs, configuration and debugging techniques.
- Experience supporting Windows XP, Windows vista, Windows 7, Windows 8, Outlook in and
Exchange Environment,Internet Explorer, basic hardware issues, desktops, laptops, printers.
- Ability to work with several operating systems, including Windows and Mac.
ADMINISTRATIONINWINDOWS SERVER:2008:
- Installing, configuring & administering Win 2000 professional, Win 2000 / Win 2008 Server.
- Active directory, Role of Active directory, DNS, DHCP, Group polices, Member Server Client and
user Management,Users Profile, Trust Relationship, Internet Information Services (IIS) web server
& FTP Server, Remote Access Services (RAS), Terminal Services (TS),Server Core and Data Backup,
LAN SwitchingandWireless:-
- Explain Basic Switching concepts and the operation and of Cisco switches.
- Describe enhanced switching technologies such as VLANs, VLAN, Trucking protocol (VTP), Rapid Spanning
Tree Protocol (RSTP)
Per VLAN Spanning Tree Protocol (PVSTP) and 802.1q.
- Identify,procribe, and resolve common switched network media issues, auto negotiation, and switch
hardware failures.
RoutingProtocolsandConcepts:-
- Describe the purpose, nature and operations of a router and routing tables.
- Describe, configuration and certify router interface.
- Compare and contrast classful and classless IP addressing.
- Demonstrate comprehensive RIPv1 configuration skills.
- Describe the main features and operation of the Enhanced interior Gateway Routing Protocol (EGIRP).
- Describe the purpose, nature and operation of the Open Shortest Path First (OSPF).
• AccessingtheWAN:-
- Configuration and verify basic WAN serial connection including serial, Point-To-Point and Frame Relay.
- Describe the function of common security appliances and application and the practices to secure network
devices.
- Explain,Configuration, Verify, and troubleshoot ip addressing services including Network Address
Translation (NAT), DHCP and IPv6.
REFERENCES– Availableonrequest.