Ismael Shyyab is a Jordanian citizen seeking a challenging career in IT. He has over 5 years of experience in system administration and technical support involving software, hardware, networking and desktop support. He has skills in areas like system administration, networking, virtualization and troubleshooting. He is currently working as a desktop and system support engineer at New York University in Abu Dhabi where he handles technical support requests, imaging, Active Directory management and more.

1. Ismael Shyyab (Jordanian Citizen)
Abu Dhabi
Phone: +971566625743
E-mail: Ismaelshyyab@outlook.com
Objective:
I would like to pursue a challenging career and strive hard to acquire knowledge and achieve higher
grounds in the ever growing and innovative field of IT. My areas of expertise include
System Administration and onsite technical support involving software and hardware.
Skills and Knowledge:
 Development and implementation of SLAs, OLAs, KPIs to support business requirements and
measure performance.
 Installation, Configuration and Administration of Windows 2012/2008 File and Print Servers
 Installation, Configuration and Administration of DNS Server and DHCP Server
 Installation, Configuration and Administration of RRAS and VPN
 Installation, Configuration and Administration of Terminal Services and Remote Desktops
 Managing Data Backups and Restores
 Disaster Recovery and Business Continuity Processes
 UPS and Printer Management
 System Administration on Windows 2012/2008, modern Internet Technology.
 Administering, configuring and troubleshooting of Windows 2012/2008.
 Thorough understanding and experience of TCP/IP based networks
 Communication and team building skills with ability to work independently or in a team
 Excellent proficiency and experience in cabling networks using UTP CAT5E and CAT6
 Excellent in identifying and troubleshooting of minor & critical problems occurring on the Network
 Excellent in drafting Troubleshooting and day to day procedures.
 Fast learner, self-motivated, applying methods and technical updates in my day-to-day work
 High degree of attention and commitment to work.

2. Experience in the UAE:
New York University Abu Dhabi – Abu Dhabi, UAE.
Desktop & System Support May 2014 till date.
Duties and responsibilities:
 Oversee and update assigned support tickets in ServiceLink.
 Handle daily technical support, network and server management requests and issues.
 Imaging iMac, MacBook, desktop and laptop using SOE built images and desktop management.
 Using LANDESK and Deploy Studio for imaging laptops and iMacs, MacBook and MacPro.
 Troubleshooting and fixing issues on Windows 7/8/10, Office 2010/13, Office 2008/11, Virtual box
environment, basic networking and server issues.
 Creating and managing users and computers in Active Directory.
 Maintaining inventory of licensed applications, hardware and systems.
 Develop and manage effective professional relationship with clients, co-workers, contractor
personnel and vendors.
 Configuring and setting up Cisco phones and voicemails for clients with update in the IP Phone
Systems.
 Setting up IPTVs, NETGEAR routers and phones in university’s residential apartments for clients.
 Use diagnostic tools to troubleshoot problems associated with network connectivity, and
workstation hardware/software.
 Taking ownership and responsibility of queries, issues and problems assigned to the Desktop
Support team.
 Management of client issues throughout the process and keeping clients informed of progress.
 Resolving clients requests and issues in a timely manner with adhering to SLAs.
 Working with vendor support contacts to resolve technical issues within the desktop environment.
 Setup computers and peripherals and test network connections.
 Install and configure software requests and troubleshoot to fix software issues.
 Train end users on usage of computer hardware and software.
 Adhere to policies as per organization manuals and directives.
 Determine and research client questions and isolate and resolve information systems problems.
 Interact with staff on PC requests, issues and their resolution.
 Receive and prioritize issues and forward using escalation procedures.
 Liaise with procurement department to order or buy PCs and peripherals for clients.
 Working unsupervised and adapting to rapidly changing environment.
 Develop technical knowledge of each system within company profile and specialized knowledge of
certain nominated areas
 Maintain adequate knowledge of operating systems and application software used to provide a
high level of support
 Maintains and consistently demonstrates a general knowledge of company guidelines, processes,
practices and procedures

3. Experience in Jordan:
Jordan Business Systems, Amman- Jordan
Desktop Support Engineer from March 2013 to April 2014
Duties and responsibilities:
 To diagnose and resolve software and hardware incidents, including operating systems (Windows
and Mac) and across a range of software applications.
 Creating and managing users and computers in Active Directory.
 Upgrade and rollout of Win 7 and Office 2013 deployments.
 Troubleshoot and resolve software and hardware problems related to PCs and printers.
 Take ownership of issues by carrying out problem analysis to implement temporary or permanent
fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to
other support teams where necessary.
 Diagnose and resolve incidents using documented procedures and workarounds if it can’t be
resolved.
 To maintain a first class level of customer service ensuring that all customers are treated
efficiently and in an appropriate manner.
Professional Certifications:
 CCNA – Cisco Certified Network Associate
 MCSA – Microsoft Certified Solutions Associate
 MCSE – Microsoft Certified System Engineer
 ITIL v3 Foundation
 VMware Certified associated-Data center Virtualization
Educational Qualification:
 Bachelor of Computer Engineering [BCE]
Yarmouk University (Passed with Distinction)
References:
References available on request