موسى ا.

• Set up and manage user VPN accounts, resolving access and connectivity issues.

• Troubleshoot and resolve system and network issues with Level 2 support teams.

• Monitor, maintain, and update server environments, ensuring optimal performance and uptime.

• Provide technical support to clients via virtual sessions, addressing connection and system-related problems.

• Track, manage, and resolve incidents, ensuring clear communication with all stakeholders and proper handoff to relevant teams.

• Maintain a high-resolution rate.

• Generated monitoring reports on system usage, performance, and availability.

• Documented and researched technical issues to provide rapid, effective solutions.

• Delivered support via phone, email, and chat, ensuring timely resolution of technical issues by SLAs.

• Provided troubleshooting support for hardware and software, maintaining operational environments.

• Performed data entry tasks and generated sales and stock reports using SAP, contributing to efficient business operations.

• Managed daily IT operations in a hypermarket environment, including hardware maintenance of POS systems, barcode machines, and cash registers.