Curriculum Vitae

ElShaikh Dafaalla Adel Suliman

Mobile +971566287863/+971508624024
Email: alshaikhadel121@gmail.com

PROFILE SUMMARY
Troubleshooting system, network problems, diagnosing, solving hardware or software errors,
and solving domain problems. Manage information technology and computer systems, ensure
access to technology and equipped with current hardware and software, and monitor and
maintain technology to ensure maximum access and backup.
Service management: Follow-up with open tickets until closure after confirmation by the end
user and the department that the value is delivered to either the service request that has been
fulfilled or change the execution and testing or closing incidents at that time to avoid violations
of the SLA that may affect the business. Understand all ESB related services in terms of
consumer and provider and business requirements for both parties who will consume services
by handling all requirements for obtaining approval between entities and testing and evaluating
new technologies.

TECHNICAL SKILLS

 Networking Concepts: OSI Model, TCP/IP and Cabling, CCTV.

 Wireless installation and troubleshooting devices.
 Operating System: Microsoft Windows and Servers (2008, 2008 R2, and 2012.2016)
 Domain Name Servers and Active Directory Roles Installation and Configuration.
 Software’s VMware, Hyper-V roles, Manage Engine, and Team Viewer Remote & Conference.
 HPSM ticketing tool, CRM Customer Relation Management, ERP& ARPS Systems, Office 365.

Personal Skills

 Confidence: Be confident in yourself and what you can add to your employer.

 Professional behavior: dedication, hard work, loyalty and positive attitude.

 Initiative: work independently, take things and work independently and go to the extreme. Do something
above expectations with little or no supervision.

 Teamwork: Working with others as a team, ability to work with others as a team and in a professional
manner to achieve common goals.

 Ability to manage multiple tasks and set priorities, adapt to changing circumstances and work tasks
Adapt to changing circumstances and the ability to adapt to any pressures in the work.

TECHINICAL QUALIFICATION

 ITILv4 Foundation Certification in IT Services Management

 CCNA Cisco Routing & Switching Trainee
 Advanced Leadership Build & Mange High Achievement Teams - Arab Institute of Experts
EMPLOYMENT DETAILS:

Abu Dhabi Smart Solutions and Service Authority

Designation: NOC/ IT Service Desk Support Specialist

Duration: 15 OCT 2018, to Present
Responsible:

 Attending promptly to Entity’s call and E-mail and offering like fast effective professional service based on
the entity’s requirement such as requests for (Service or Change), Incidents and problem that may
encounter within max 30 min SLA response time and trying to solve those issues based on priority and in
case if that not happened as expected, immediately this ticket should be assigned to the concern team
with priority using HPSM ticketing tool and CRM Customer Relation Management.
 Following up with the open tickets till closure after the confirmation from the end user and department
that value is delivered either Service request fulfilled, Change implemented and tested, or incidents
closed at the time to avoid SLA Breaches that may affect the business.
 Responsible for Monitoring all the Services alerts through email in which already configured with the APP
Manager for all the services, Instances, Disk utilization and hardware failures.
 Understanding all related ESB Services in terms of consumers and provider and the business
requirements for both parties whom will consume the services by handling all the requirements for
access approval between the entities.
 Handling Active Directory Objects for users Administration such as creating, Modify, reset passwords and
granting access permissions through (Group policies).
 Preparing daily, Weekly, Monthly and quarterly reports for all interactions (SR, RFC and Incidents) and
categorized them as per the management requirements.
 Managing all planned schedules for maintenance that may come with downtime and ensure those Plans
won’t affect the business.

Emirates Driving Company – Government Company

Designation: IT Service Desk Support Supervisor

Duration: NOV 2015-2018

• Coordinate and delegate the responsibilities of IT teams. Supervise the daily tasks of the Department. Also
conduct training sessions with employees so that they can be provided with new knowledge and skills to stay
current. They also train junior staff who will be allowed to be at the same team level. Consider the capabilities
and experiences of team members to help disperse tasks. Team members may have specializations such as
networking, security, management, data entry, software programming, web development, or data testing. I
have comprehensive knowledge and skills to guide all these professionals and the ability to motivate teams and
maintain a comfortable and conducive work environment.
Responsibilities:
• Keep abreast of changes in standards, techniques or methodologies
• Perform administrative functions and oversee the daily operation
• Risk assessment and risk management
• Give guidance and direction and set clear team goals
• Coach and teacher team members
• Review tasks for accuracy and quality
• Delegation of responsibilities
• Coordinate application of software versions
• Develop and implement company policies to listen to team members' feedback and resolve any problems or
conflicts
• Attend meetings, training courses or seminars
• Work with other departments.
Guronfula Elictronic-Trading Company

Designation: IT Technical Support Engineer

Duration: MAY 2013 – APR 2015
Responsibilities:

• Provide troubleshooting and configuration support for client desktop and networking environment.
• Provide technical support to hp clients and partners via telephone, email and through tickets.
• Diagnosing and resolving a wide range of technical issues.
• Provided first and second-level technical support to hp end-users (Partner & Clients ) on proprietary
software and applications, including installation, basic usage, and appropriate service level to
warranty.
• Using remote control software tools to provide fault resolution and diagnosis.
• Keep end user informed of progress during issue life-cycle and make follow-up calls or
communications in a timely manner.
• Maintain updated knowledge of company products and services to better provide clients support and
service solutions.
• Gathered Clients and technology information to determine technical support level; elevate Cases to
appropriate support level as necessary.

ZAIN Sudan –Outsourcing Company

Designation: Communication & Support Skills Trainee

Duration: FAB 2012 to DEC 2012.
Responsibilities:

 Working in a multi-vendor infrastructure that delivers network and security services for +150
branches.
 Troubleshoot all Tier 1–2 incidents, related to all network parameters or issues reported by site
engineer and escalate unresolved incidents to Tier 3.
 Review and validate all network changes, ensuring the quality of implementation, configuration
and testing.
 Interact directly with Service Provider and site engineers to troubleshoot and resolve network
related issues.
 Perform routine tasks, e.g. backup for network infrastructure devices (Routers, Switches and
firewalls) and system health checks.
 Addition to the configuration: VLAN Access map and Private-VLAN. Assign configuration of
authentication and authorization of directory services.

ACADEMIC CREDENTIALS

➢ BSc. degree in “Information Technology” (2012) from

University of Science and Technology (UST) - Khartoum, Sudan.

PERSONAL PARTICULARS

Date of Birth January 4, 1990

Nationality Sudanese, Single
Language Arabic, English, Basic Urdu
Address MBZ City, Abu Dhabi
Driving License Emarat’s Driving License