Ihab Sultan
kuwait,Hawalli
Summary
Technical Support Specialist with 14 years of experience in high-pressure environments. Proven ability to troubleshoot complex hardware and software issues, specializing in network diagnostics and cloud support. Expertise in Windows Server, Active Directory, and TCP/IP networking, with extensive skills in configuring routers, switches, and FortiGate devices. Expert professional with great technical and mechanical abilities. Resolves faults by troubleshooting, diagnosing, and fixing diverse problems. Adapts easily to challenges of each work assignment.
Experienced in managing digital printing solutions and multifunction devices from leading brands such as Canon, Xerox, Konica Minolta, and Epson.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Field Service Technical
AL-Bahar Group
Kuwait
01.2022 - Current
- Installed and configured multi-function devices, including Canon and Epson models, with optional units.
- Serviced and repaired equipment according to Canon standards and specifications.
- Diagnosed mechanical, software, network, and system failures following established procedures.
- Utilized advanced technical skills to troubleshoot complex problems and implement effective solutions.
- Supported employees with hardware and software installation and troubleshooting tasks.
- Maintained up-to-date knowledge through continuing education and advanced training.
- Completed daily responsibilities accurately and efficiently.
IT Technical Support L2
Trolley General Trading
Kuwait, sharq
04.2022 - 12.2022
- Streamlined daily processing of support ticket submissions to boost operational efficiency.
- Facilitated migration to Windows 11 across the organization with minimal disruption.
- Managed cybersecurity protocols, including setup and configuration of Fortinet clients.
- Installed and configured SAP Software, I Vend Retail Software, and biometric data systems.
- Delivered Tier 1 and Tier 2 technical support to over 500 end users.
- Resolved issues related to POSBANK systems while performing installations and setups.
- Configured receipt printers, barcode scanners, cash drawers, and Kent systems for optimal functionality.
- Set up SNVR Viewer for Go Vision IP Camera Network alongside internal Wi-Fi connectivity.
Self-Service Technical Support
Diyar United Company
Kuwait, sharq
01.2020 - 01.2022
- Administered user accounts and permissions in Active Directory to ensure security compliance.
- Resolved help desk requests utilizing REMEDY system for efficient ticket management.
- Conducted network troubleshooting to maintain reliable connectivity and performance.
- Implemented Internet security measures with Zscaler to safeguard organizational data.
- Upgraded software applications, ensuring optimal performance across projects.
- Installed and configured systems to meet project requirements effectively.
- Provided technical support for hardware and software issues, including self-service kiosks.
- Performed routine maintenance and repair to enhance system reliability.
Field Service Representative
AL Mulla Group
Kuwait, sharq
01.2008 - 01.2020
- Executed preventative maintenance on all machines to ensure peak performance.
- Utilized register system for customer transactions, payment processing, and receipt issuance.
- Diagnosed malfunctions quickly to service equipment effectively.
- Installed multifunction devices and specialized units to improve operational capacity.
- Resolved IT-related issues through printer configuration, including firmware and software updates.
- Conducted comprehensive paper tests to identify and troubleshoot machine problems.
- Performed maintenance and repairs on small and large copiers and printers.
Education
Industrial Technical Institute - Machinery operation, Machinery Industrial
Industrial Technical Institute
Egypt01.1995
Skills
- Remote support tools and software
- Operating systems
- Interpersonal communication
- Critical thinking
- Time management
- Equipment maintenance and repair
- Network troubleshooting
- Cybersecurity management
- Technical support
- Hardware and software installation
Personal Information
Title: IT support specialist
Certification
- CompTIA A+
- CompTIA Network+
- Cisco Certified Network Associate (CCNA)
- Fortinet Certified Associate in Cybersecurity
- Fortinet Certified Fundamentals in Cybersecurity
- Konica Minolta Outward - Business Solutions Middle East
- Canon Engineer Certification Program - Foundation Level
- Driving license issued in 2008
Ministry Outsourcing Projects
- Ministry of Education: Project|Smart board
- Ministry of Electricity: contract|Copier maintenance
- Ministry of Interior: Project|Electronic driving licenses
- Ministry of Defense: Installing new photocopying machines
- Ministry of Planning: contract|Maintenance, photocopy machines, MFP
- Public Authority for Applied Education: installing new photocopying machines
- Ooredoo Telecom Company: contract |Administrator, printers management, Yost system
- Kuwait Airways: Project |Print management for Canon multifunction printers (MFPs)
Interpersonal And Communication Skills
- Problem solving and critical thinking
- Patience: maintaining composure when dealing with frustrated users
- Active listening: effectively understanding user issues and requirements
- Customer Service: Excellent communication and interpersonal skills to interact with users.
Languages
Arabic
First Language
English
Intermediate (B1)
B1
Timeline
IT Technical Support L2
Trolley General Trading
04.2022 - 12.2022
Field Service Technical
AL-Bahar Group
01.2022 - Current
Self-Service Technical Support
Diyar United Company
01.2020 - 01.2022
Field Service Representative
AL Mulla Group
01.2008 - 01.2020
Industrial Technical Institute - Machinery operation, Machinery Industrial
Industrial Technical Institute
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