Salah Mansour

- build infrastructure, develop modern applications, set organization up with reliable backup disaster recovery options - Working in the ticketing system ServiceNow involves providing support to agents - supporting agents in autopilot imaging and handling legacy systems - expertise in Microsoft 365, SharePoint, OneDrive, Outlook Office, and online tools is essential for streamlining operations and ensuring seamless communication within the team. - staying up-to-date with the latest technological advancements and constantly refining processes, agents can work more effectively and provide better service to customers. - Supporting any failure or configuration at the data center requires a combination of technical expertise and quick decision-making abilities. - assisting customers with incident resolution, creating and managing departmental knowledg

Administer, configure, and optimize multi-vendor network devices including routers, switches, and firewalls. Perform end-to-end troubleshooting of LAN, WAN, and wireless infrastructures to minimize downtime. Execute firmware upgrades and patch management to ensure network stability and compliance. Implement and maintain robust network security policies, access controls, and monitoring systems. Conduct proactive site surveys to assess coverage, capacity, and performance requirements. Collaborate with cross-functional teams to resolve incidents and implement corrective actions. Document all configurations, upgrades, and troubleshooting procedures in system tools for traceability. Maintain detailed change management records to ensure operational consistency and compliance. Utilize system monitoring and ticketing tools to track performance, incidents, and resolutions. Drive continuous improvement by analyzing trends and implementing preventive measures.

- Delivered advanced technical support for global network infrastructure. - Collaborated with teams to troubleshoot and resolve complex network issues. - Monitored network performance and implemented proactive enhancements. - Assisted in network upgrades, ensuring scalability and reliability. - Maintained documentation for configurations and troubleshooting processes. - Conducted root cause analysis to improve network stability. - Provided 24/7 on-call support for critical network operations. - Automated network management tasks to streamline operations. - Built relationships with vendors for timely issue resolution.

Installing and configuring computer hardware, software, systems, networks, printers and scanners Monitoring and maintaining computer systems and networks Responding in a timely manner to service issues and requests Providing technical support across the company (this may be in person or over the phone) Setting up accounts for new users Repairing and replacing equipment as necessary Testing new technology Possibly training more junior staff members Utilizes change management, request, and ticketing systems, documents status updates and problem resolutions. maintain high levels of service continuity on Security / Network devices and provide operational support to the Network Security infrastructure.

• Consistently achieved and maintained stringent service level agreements (SLAs), ensuring uninterrupted network operations and high client satisfaction. • Configured and managed diverse network devices, including switches and servers, within a high-availability data center environment, optimizing performance and reliability. • Provided expert technical support to clients, resolving complex network issues with efficiency and precision, handling an average of calls per day. • Proactively addressed and resolved service issues and requests, demonstrating a commitment to rapid response and effective problem resolution.