Rawan Omar

total work  experience 13

• Providing IT Support for Staff and Students.
•  Solve IT hardware and application software issues identified by the Helpdesk service tickets, or directly by students, instructors, and prevent disruption of IT services and liaise with IT Helpdesk Specialist to understand end-user’s requests and needs.
• Creating and Restoring images using Ghost and SCCM.
• Network Mapping.
• Installation and Maintenance of Software/Hardware. 
• Configuring and Registering IP Phone Via VPN in Ooredoo Website.
• Troubleshooting Broken Connections.
• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)

• Creating new users Accounts and adding them to Active Directory.
• Creating new email address and outlook profiles.
• Troubleshooting Printers in users in SafeQ and adding new users to printers. 
• adding Tag numbers to new Equipment.
• Record and Update inventory reports for the equipment.
• Provide IT orientation to new hires and Students.
• Support Polycom, Vidyo, Zoom, Teams, WebX and Adobe Connect video conferencing solutions between campuses and users.
• Assign and Manage ticketing System to helpdesk engineers.
• Managing Digital screen Around Campus via VNC and Fourwinds.
• Ensure that Helpdesk Team are given clear guidance to enable them to accurately log calls and determine the priority of a call.
• Creating, managing, and authenticating users of office 365.
• Monitor and respond to requests received through SharePoint.
• Troubleshooting iPhone, iPads, Android devices.
• Coordinate and/or perform software installations, diagnostics, and repairs. 
• Remote Support using Teams, Team viewer and anydesk.
• Configuring new CCTV Cameras and troubleshooting.
• Assist with password or login problems.
• Test, evaluate, and make decisions about new technology for the business.
• Participate in business-wide meetings to provide insight into technical requirements.
• Training junior staff and Coop Students.
• Make system updates ensuring all software is updated.
• Work on a number of different cases/issues simultaneously and prioritising
• Provide orientation and guidance to users on how to operate new software and computer equipment

Diploma In IT Hardware 

ITIL 4