Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Luai Ahmed

Luai Ahmed

176C Fitzherbert Avenue West End, Palmerston North,NZ

Summary

I am a dedicated IT professional with experience in technical support, system administration, and network management. Skilled in analytical troubleshooting, resolving technical issues, and providing exceptional customer support, I ensure optimal IT performance. With strong problem-solving abilities and a deep understanding of software, hardware, and networking systems, I am committed to delivering efficient solutions and building positive client relationships.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Advantage Limited
Palmerston North, NZ
04.2022 - Current
  • Provide first-line support to end users, resolving system and network issues via ConnectWise or phone.
  • Manage system administration tasks, including user accounts, device. configurations, email setups, network security, and software updates.
  • Manage client Microsoft 365 portal and Intune, ensuring efficient administration and security.
  • Administer and manage the print management server (PaperCut).
  • Monitor offline status and disk space alarms for servers, network equipment, and endpoints.
  • Perform routine system checks and maintenance to ensure optimal performance.
  • Monitor system backups, patches, and updates.
  • Maintain system documentation and logs to ensure efficient troubleshooting and support.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Stay updated on the latest software developments to continuously enhance job knowledge and skills.

Support Engineer

Green Light
Palmerston North, NZ
03.2020 - 04.2022
  • Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
  • Handle system administration tasks, including managing user accounts, configuring devices, setting up email accounts, maintaining network security, and overseeing software updates.
  • Provide support for Microsoft 365 Apps issues.
  • Provided remote troubleshooting and support for software and hardware problems.
  • Troubleshoot printing issues.
  • Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
  • Follow escalation procedures, escalating complex problems to senior engineers.

Technical Quote Specialist

Westcon-Comstor
Auckland, NZ
06.2018 - 01.2020
  • Collaborate with account managers to understand customer needs and provide appropriate solutions.
  • Analyze technical specifications and ensure quotes meet client and project requirements.
  • Communicate with vendors to obtain the best pricing and discount codes per client.
  • Respond to customer inquiries related to technical aspects of quotes and highlight product features and value for price.
  • Collaborate with Pre-sales and post-sales teams by coordinating with implementation teams.
  • Verified accuracy of all documents associated with each quote prior to submission.

Technical and Pre-Sales Engineer

Eras Technology Company
, Saudi Arabia
06.2013 - 09.2017
  • Assist in preparing technical proposals, including scope of work, technical specifications, and bill of materials.
  • Review technical documentation, including datasheets, manuals, and installation guides.
  • Provide technical support during client meetings and negotiations.
  • Follow up on changes to the as-built design and coordinate modifications with CAD Technicians.
  • Work with post-sales teams and coordinate with implementation teams.

System Administrator Engineer

UAE Exchange Company
, Sudan
07.2005 - 04.2013
  • Provide first-line technical support to employees, troubleshooting and resolving hardware and software issues.
  • Manage and maintain the company's IT infrastructure, including servers, networks, and computers.
  • Monitor system performance.
  • Administer Active Directory, group policies, and user account management.
  • Perform system updates and apply patches.
  • Conduct regular system backups.
  • Diagnosed, troubleshot and resolved hardware and system problems.

Help Desk

Ahfad University
, Sudan
12.2004 - 06.2005
  • Provide first-line technical support via phone, email, and chat, troubleshooting hardware, software, and network issues.
  • Install, configure, and maintain systems and software applications, ensuring timely issue resolution.
  • Document and track support requests using ticketing systems, escalating unresolved issues as needed.
  • Offer user training, maintain knowledge base, and assist with system updates and software installations.
  • Ensure high customer satisfaction through effective problem-solving and on-site support for equipment setup.

Education

Bachelor - Computer Engineering

University of Science & Technology
Sudan
01.2003

Skills

  • Customer service
  • Troubleshooting
  • System administration
  • Microsoft Active Directory
  • Microsoft 365 administration
  • Microsoft Intune management
  • Device management
  • Virtualization technologies
  • Firewall management
  • VPN configurations
  • Backup management

Certification

  • Microsoft, Microsoft 365 Endpoint Administrator Associate, Windows Server Hybrid Administrator Associate, Microsoft Azure Fundamentals
  • Fortinet, FCP - FortiGate 7.4 Administrator FCP_FGT_AD-7.4
  • Cisco, CCNA (Routing and Switching), CCNP (Routing and Switching)

References

Available upon request.

Timeline

Technical Support Specialist

Advantage Limited
04.2022 - Current

Support Engineer

Green Light
03.2020 - 04.2022

Technical Quote Specialist

Westcon-Comstor
06.2018 - 01.2020

Technical and Pre-Sales Engineer

Eras Technology Company
06.2013 - 09.2017

System Administrator Engineer

UAE Exchange Company
07.2005 - 04.2013

Help Desk

Ahfad University
12.2004 - 06.2005

Bachelor - Computer Engineering

University of Science & Technology

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Luai Ahmed