Position: Customer/technical/it support
Category: Support
English level: fluent
Years of experience: 6

aws re:invent 2023 invitation 
most supportive employee of the year 2018 by byblos bank ceo
I worked in Ucom, Byblosbank, Teamviewer and lastly VMware as a Senior technical /user /customer specialist.

Bellow are my current responsibilities at VMware INC

Provide ongoing operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities

• Performance monitoring, troubleshooting, and tuning for all end-user systems

• Build new systems (laptop and desktop)

• Supporting mobile devices: configuration support, synchronization support

• Serve as Tier 2 support to the help desk to resolve desktop system issues as reported by the end-users

• Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

• Identify solutions for network security; provide Spyware, Adware and virus protection.

• Ensure adequate customer follow-up communications and timely issue status updates to customer and IT management.

• Create a formal mentorship with IT Desktop peer(s) to share lessons learned and IT knowledge

• Network with cross-functional teams to leverage best practices

• Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.

• Systems administration of local server and network infrastructure (File & Print services).

• Knowledge of server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).

• Knowledge of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).

• Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT-supported services and applications.

• Identify current operational process inefficiencies and provide recommendations for improvement.