Almutawakil Hassan

- Operating and supporting WAN infrastructure across bank branches and enterprise sites. - Monitoring network availability and performance to ensure business continuity. - Troubleshooting connectivity, routing, and network-related incidents. - Coordinating with ISPs and telecom providers to resolve outages and degradation. - Supporting secure data communication for banking systems. - Documenting network configurations and operational procedures.

- Provide technical support to end users via phone, email, and in-person. - Troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices. - Set up and configure new user accounts and workstations. - Install, configure, and update software applications. - Maintain and update IT documentation and knowledge base. - Assist with network and connectivity issues. - Coordinate with other IT team members to resolve complex issues. - Provide training and support to end users on various software applications. - Monitor and respond to IT support in a timely manner. - Ensure all IT equipment is properly maintained and functioning. - Assist with IT projects and initiatives as needed. - Perform regular system updates and backups. - Ensure compliance with bank IT policies and procedures. - Maintain inventory of IT equipment and supplies. - Provide support for remote users and telecommuting employees. - Assist with the setup and support of audio-visual equipment for meetings and presentations. - Document all support activities and resolutions. - Participate in on-call support rotation as needed. - Stay current with new technologies and industry trends. - Provide exceptional customer service to all end users.

- Designing and implementing a network infrastructure based on organizational requirements. - Installing and configuring network hardware, such as routers, switches. - Designing, testing, and improving Wireless LAN infrastructure. - Monitoring network performance, system availability, and reliability. - Troubleshooting and resolving network issues, including hardware and software problems. - Collaborating with other IT professionals to develop and implement network security measures. - Conducting regular network maintenance, including updating software and hardware. - Documenting network configurations, processes, and procedures. - Providing network engineering support and training to other team members.

Single Point of Contact (SPOC) for Telecom Operations. - Acting as the Single Point of Contact (SPOC) between clients, internal technical teams, and service providers. - Receiving, logging, and managing telecom incidents and service requests Coordinating issue resolution with network, field, and escalation teams Monitoring service performance and ensuring SLA compliance. - Providing status updates, incident reports, and communication to stakeholders. - Supporting telecom connectivity and service availability for enterprise customers. Key Skills: SPOC Operations, Incident Management, Telecom Support, SLA Monitoring, Stakeholder Communication, Network Coordination.

- Delivered end-to-end IT support and technical services for individual and business customers, covering hardware, software, and basic networking solutions. - Assembled, configured, and deployed desktop PCs, laptops, and peripherals according to customer requirements Installed, configured, and maintained small office networks (LAN), ensuring reliable connectivity and basic security. - Provided operating system and software installation, configuration, and upgrades (Windows environments) Performed routine system maintenance including OS updates, software patching, antivirus management, and system optimization. - Conducted preventive and corrective maintenance, reducing system downtime and extending hardware lifecycle. - Delivered data protection services: backups, disk cleanup, hardware cleaning, and system health checks Acted as a technical support point for customers, resolving issues on-site and remotely with a customer-focused approach. - Managed Annual Maintenance Contracts (AMC), including service scheduling, issue tracking, and customer follow-up Supported IT sales operations, including product recommendations, quotations, procurement, and after-sales technical support. - Assisted in purchasing decisions by aligning customer needs with cost-effective IT solutions.

I performed national service in Ministry of Physical Planning & Public Utilities under the supervision of the Sudan Engineering Council.