 Monitors and maintains Windows Server operating system and additional server components including but not limited to Exchange, Active Directory, SharePoint, SQL Server, and Office Communications Server/ Lync Server.
 Prepared the environment for deployment of Windows Server 2008 and 2012.
 Analyzed the hardware and software requirements of Active Directory.
 Installed, configured, and provide troubleshooting for Server 2003, 2008 and 2012 and Server 2016.
 Migrated Windows Server 2003 from test environment to the production environment 2008/2012. o Performed authoritative and non-authoritative restore operations.
 Designed, planned and implemented Group Policy, delegation strategies and OU structure.
 2nd Level software Support and operation to correct errors and Bugs.
 Kaspersky Server Support, Maintenance, patching updating and taking measures to secure servers.
 Windows Server Inventory and Forecasting.
 IBM Tivoli Management and administration.
 System Center Operation Manager. o Expert In GFI Efax Installation, Administration and Maintenance.

 First Level active Directory, Exchange and Microsoft Lync Support.
 Qualification of the service requests and/or incidents as covered by Service Level Agreements
 Service levels understanding and execution of the respective tasks
 Categorization and prioritization of incidents and service requests
 Incidents routing to relevant Level 2 or Level 3 Support Teams
 Service Requests fulfillment according to agreed request process
 Logging and resolving Incidents according when possible
 Provision of technical help to Customer or authorized Caller regarding quick fixes
 Recording, tracking and documenting the service desk problem-solving process, including all successful and unsuccessful actions through to final issue resolution.
 Supervises operation of help desk and serves as focal point for customer concerns.
 Provides support to end users on a variety of issues.
 Identifies, researches, and resolves technical problems.
 Responds to telephone calls, email and personnel requests for technical support.
 Documents, tracks, and monitors the problem to ensure a timely resolution.
 Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
 Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

 Responds to and diagnoses problems through discussion with users.
 Assign tickets within Tier 2 support shops including Desktop Support and Executive Support.
 Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
 Acceptance and logging of authorized service calls (interactions) by phone, web, mail, or other authorized means
 Caller authentication
 Qualification of the service requests and/or incidents as covered by Service Level Agreements
 Service levels understanding and execution of the respective tasks
 Update of the existing incidents and service request records active in the service management system (HPE Service Manager)
 Categorization and prioritization of incidents and service requests
 Incidents routing to relevant Level 2 or Level 3 Support Teams
 Service Requests fulfillment according to agreed request process
 Logging and resolving Incidents according when possible
 Provision of technical help to Customer or authorized Caller regarding quick fixes
 Recording, tracking and documenting the service desk problem-solving process, including all successful and unsuccessful actions through to final issue resolution