Amr Abdalla

1535 N Scottsdale Rd APT#1079, Tempe AZ 85281

T: 602-300-0283 | E: eng.amrawad@msn.com

SUMMARY
Proven talent for aligning business strategy and objectives with establish information technology and
technical support management paradigms to achieve maximum operational impacts with minimum
resource expenditures .Growth-focused thought leader with expertise spanning network management,
system operations
QUALIFICATIONS
Solutions-focused Technical Support Specialist (Software and Hardware) with broad-based experience
and hands-on skills in the successful implementation of highly effective technical and help desk
operations and the cost-effective management of innovative customer support strategies. Proven ability
to successfully analyze an organization's critical support requirements, identifies deficiencies and
potential opportunities, and develops innovative solutions for increasing reliability and improving
productivity. A broad understanding of computer hardware issues and software's, including installation,
configuration, management, troubleshooting, networking and support. Skilled in communicating highly
technical information to both technical and non-technical personnel.

EDUCATION
The Future University Khartoum, Sudan 2014
Master of Science Data Communication and Network Engineering
College of Science &Technology Khartoum, Sudan 2005
Bachelor of Science Electrical and Electronic Engineering (Computer Engineer)
CERTIFICATIONS
ITIL V3 Foundation Certificate Number 11242-729581
PROFESSIONAL EXPERIENCE

Strong troubleshooting and critical thinking skills

Full Expertly of the OSI stack and ability to apply it to methodical, thoughtful troubleshooting.
Knowledge of Linux and open source applications.
Using Ticketing system, incident tracking, updating and escalation
Expertly installed, configured, monitored and troubleshoot PC's and related hardware and all
OS platforms.
Ability to work independently with minimal supervision.
Network troubleshooting for clients remotely and on site
Ability to think and act strategically as well as tactically and innovatively
Microsoft Server 2008/2008r2/2012/1012r2
Recommend hardware and software solutions and upgrades using established procurement
processes.
Provide training to employees to handle various application software's efficiently
Support and training of software programs such as Quickbooks.
System Center Configuration Manager (SCCM) 2012 server infrastructure.

EMPLOYMENT HISTORY
AFRICAN DRILLING FLUIDS, KHARTOUM, FEBRUARY 2011 TO JULY 2016

IT MANAGER

Active Directory Configuration and Management

VPN troubleshooting and token management
Network troubleshooting for clients remotely and on site.
 Support Microsoft Windows 10,7 and Microsoft windows server 2012 r2
Applying OSI stack to methodical, thoughtful troubleshooting.
LINUX and Mainframe support.
Managing Installation and printing issues
Using Ticketing system, incident tracking, updating and escalation
Responding to emails and phone calls
Support and training of software programs such as Quickbooks Tally.ERP 9,
Outlook ,MUDPRO etc
Provide training to employees to handle various application software's
efficiently.
Maintains passwords, data integrity and file system security for the desktop
environment.
Monitored data communications and security
Decrease inventory, application pricing, and licensing expenses by establishing
standardization for applications, PC desktops, and networking systems.
Conduct in-depth technical analysis of all systems, including the governance
framework, architecture, and disaster recovery and business continuity;
delivered gap analysis and recommendations, attaining 99.999% up time.
Improved network security by upgrading the system, applying patches and
vigilant monitoring.
Increased revenue growth by 25% quarter after quarter by implement
software for reporting system MUDPRO in oil Rigs.

BAVARIAN AUTO SUDAN, KHARTOUM

IT SPECIALIST, December 2009 to January 2011

Provided 3rd level infrastructure support, and assisted in the maintenance and
troubleshooting of SCCM, and client workstations; possess good understanding
of the SCCM infrastructure including boundaries, site server roles, and
parent/child relationships in order to troubleshoot SCCM related issues.
Created Microsoft Windows Installer packages using Wise Package Studio and
Admin Studio. Advertised and managed packages and collections in SCCM
environment.
Continually looked for ways to improve, optimize, and streamline software
deployment process in order to ensure smooth, uninterrupted delivery to the
business users.
Installing software, Operating Systems, Servers etc
Performed diagnostic testing on PC equipment and ensured printers were up
and running at all times, cleaning and maintaining fax, Xerox machines and
other office equipments.
Maintains passwords, data integrity and file system security for the desktop
environment.
Support Microsoft Windows XP,7 and Microsoft windows server 2008 r2

MISWACO, KHARTOUM, DECEMBER 2006 TO DECEMBER 2009

IT SUPERVISOR (Section Head)

Functioned as base level IT support for company personnel and supported customers with data
connectivity issues.
Deployed PCs, Printers, Operating Systems, and Applications to end users installed and
configured to the exacting specifications required for security and compliance.
Supported the Windows XP clients for this network.
Diagnosed clients Laptop/PC troubles and resolved network access.
Provided overall daily router and server administration including monitoring, analysis,
troubleshooting and performance tuning.
Performed Windows NT and 2000 server builds for hardware and OS installation.