Ahmed Sharabi

As a dynamic, hardworking, and reliable person, I have a good approach to problem-solving and always strive to provide relevant and excellent solutions to clients. I am professional, flexible and enjoy working as part of a team, as well as working on my own. I am also able to familiarise myself with tasks given to me very quickly. 

02/21- 12/22      G-Research
   2nd Line Support

Providing 2nd Line support across the business both face to face and remotely
Working with Office 365, Active Directory, Powershell,  Exchange, Sharepoint and office applications.
Monitoring Workstations , Servers , switches and service to prevent Trading Outages
Creating Chocolatey packages of software to deploy to the business 
Setting up 2 factor authentication fingerprint software to the business called FIDO
Setting up laptops and workstations and mobiles for VIP users
Training new members of staff to use the software and monitoring tools that G-Research use for their security
Clearing space on servers and workstations when alerts to the system come through

    
07/18 - 01/21                      Speedster IT
      Support Analyst

Responsible for providing 1st/2nd Line support to clients for Windows/MacOS
Completing Hardware builds for external clients.
Going onto site to resolve issues, working with Unifi access points. 
Using Remote tools like Datto, Teamviewer, Anydesk and Quick Assist.
Working with Office 365, Exchange online, SyncedTool, Sharepoint, One Drive, Sage and Teams.
Creating new users with Active Directory and deploying printers via the server for companies.
Dealing with remote VPN tools for clients such as Watchguard, Open VPN, Draytek and Viscosity.
Managing incoming tickets to the unassigned queue and distributing them to the relevant people within the team.
Implementing 2 Factor authentication on client devices via Office 365 and Azure.

12/17 – 03/18    TSR Select     
   Technical Recruitment Consultant

Building a good relationship with the candidate and the client.
Gained a good experience working with the companies CRM system (RDB) 
Making more than 60 calls a day gaining new business and introducing the company.
Worked to a strict KPI’s such as making certain number of calls, hitting targets. 
Broke the record for the company, making the fastest placement within 10 days of starting.
Gained more confidence and communication skills on the phones as I was speaking to different types of people from Directors to helpdesk staff.

Doherty Associates
08/14 -  12/17    Service Desk Engineer

I am responsible for resolving customer issues in a clear, courteous and straightforward manner. 
Assisting with current business projects; upgrading Office for all the UK offices.
Identifying and solving technical issues with a variety of diagnostic tools. 
Helping with Office moves setting up PC's and TV's.
Assigning and installing Secure ID's to end users, to help them log on from outside different company networks.
Travelled to Turkey and Greece to complete work on the servers for one of the top clients of the business.
I supported more than 2000 users within different companies located in different sites working to SLA’s and support tasks.

06/14-07/14    WireBird
        Service Desk Analyst

Within the helpdesk team I was responsible for ensuring that all client needs were met with my best customer service skills and technical support. 
Worked to strict SLA’s to ensure customers received a timely resolution.
Gained a vast amount of experience in tools such as Active Directory, Exchange Management Console and ADSI Edit, which I use mostly when managing user accounts.
I was also given the opportunity to learn how to complete back up/server checks, train others, and assist in technical projects that included taking on new clientele.

07/13-08/14   Vinci Construction UK
       1st Line Support

Undergoing a major migration project from Windows XP to Windows 7, this requires upgrading hardware and software for more than 1000 users across the UK.
Dealing with 1st support queries of demanding and busy support centre with over 100 calls daily and logging the calls as they are taken.
Dealing with Citrix, logging onto user’s machines using dame ware and team viewer.
Use of Active Directory to create new users, add them to groups and completing tasks.
Giving VPN access setting up users on a system called secure envoy, placing them on a six-digit code.
Troubleshooting Printers by resetting the print spooler and installing drivers of various printers.

04/13-06/13  Greenwich School of Management, London
   1st Line Support

Monitoring and making changes to user’s profiles using Active Directory
Using Team Viewer, Remote Desktop and Ultra VNC when assisting other members of staff with issues on their PCs
Assisting up to 40 users per day either via face to face or phone on the helpdesk with all software and hardware problems
Dealing with printer issues, such as toner replacements, cleaning of the drums and resetting the printer spooler
Deploying images on all the computers for the system to run faster and smoother

10/12-12/12   Clintons, Westfield, London
   Sales Assistant

Replenishing stock to high standards on the shop floor during opening hours, developing great time management and organisational skills
Assisting customers with their needs within the store, for example helping them locate certain cards and gifts, which required exceptional customer service skills
Constantly interacting with up to 30 customers per day whilst assisting them with their enquiries
Working efficiently within a team of 6 people during peak periods, requiring team work ability
Frequently monitoring stock levels and troubleshooting issues relating to replenishment

07/12-08/12   The Landmark Hotel, London
   Assistant Engineer/Concierge

Assisting guests with requests, working within tight time frames which developed good time management skills
Communicating with up to 18 customers per day via greeting them when entering the hotel to make them feel welcome and comfortable within the facility
Remaining polite and using a professional manner when dealing with guest issues ensuring I was customer focused at all times.
Working successfully within a large team, gaining great team working skills
Problem solving skills was always important for this role as I had to resolve multiple guest issues, gaining both analytical and troubleshooting skills
Remaining flexible and adaptable when required to work at short notice

12/09-03/11   Crown Side Ltd, London
   Customer Service Agent

Demonstrating excellent customer service was important as I dealt with high profile buyers, ensuring I built long term relationships with the clients
Communicating via phone with up 6 clients in a professional clear manner
Arranging meetings with international clients, requiring great listening skills

09/08-09/09   HMV, London
   Stock Room Assistant

Organising merchandise developing exceptional organisational skills
Working within a team of 3 people, gaining great team work skills

Interests

Hobbies: I’m keen on travelling and meeting new people, I have been to Greece, China, Egypt, Spain and many more places. 
 

02/13-2016  Just IT Training Ltd, London
  Network Professional Programme

CompTIA A+ Essentials (passed)
CompTIA A+ IT Technician (passed)
MCTS Windows 8.1 (passed)

09/10-06/12  University of Greenwich, London
BA Business Marketing
(Incomplete as I decided to change my career route)

09/08-06/10  Buckingham College School, London
A Level:   English Literature and History 

09/06-06/07  Buckingham College School, London
GCSE:   8 B-C grades including Maths and English