Bassel Agha

Erbil, Iraq
Bachelor of Information Technology
Overqualified IT Operation Engineer, with over ten years of experience working for hi-tech and service
provider companies in very intensive, diverse, and dynamic environments. Achieving outcomes through a
high level of dedication with the highest quality. Self-motivated, organized, and extra care for details.
Equipped with leadership and communication skills. Commitment, flexible and accountability to
resources, progress, and results.
+964(751) 614-9458, +963(968) 242-974 , basselagha91@gmail.com

Education
Degree Major Institution Years
Networking/Operating Systems Damascus University- Faculty of 2010 - 2015
Bachelor
Informatics Engineer Information Technology
Master Web Science Syrian Virtual University 2016 - 2020

Work Experience
High Tech ICT Solution Enterprise – IT Project Manager Erbil Iraq
Key Responsibilities:

 Plan the specified designs per client’s requirements and deliver quick enterprise solutions.
 Define, implement, and manage technical support policies and procedures
 Manage 1st and 2nd line technical support personnel.
 Produce weekly and monthly summary management reports on technical support tickets.
 Manage and report on the RMA process, including root cause analysis and remedial action.
 Manage prioritization, escalation, and resolution of support incidents to the development
team.
 Ensure the ticketing and documentation process for all support incidents is adhered to.
 Manage on-site support services as required.
2020  Manage the process of communicating new software updates and releases to customers.
 Mange the online FAQ and support article knowledgebase .
present  Troubleshoot Tech services for all LAN and WAN hardware components and Provide support and
sufficient help for clients and employees.
 Ensure compliance to infrastructure standards.
 Analyze the customized product in association with the third party, if needed, for enhancing
the Tech Services.
 Plan the network capacity for the system and perform troubleshooting on the existing applications
and operation systems.
 Implement research technologies and evaluate the work scope of the support technician.
 Prepare List of inventory list related to the technical department and writing reports explaining the
status of devices and equipment and requesting an order for them when they run out from the
company
 Selina ICT Solution Enterprise – IT VoIP Administrator Erbil Iraq
Key Responsibilities:

 Meeting with IT managers to determine the company’s VoIP needs.

 Analyzing existing VoIP networks and computer systems.
 Developing architecture plans for voice and data services.
 Installing network hardware modules including IP and PBX communication servers.
2018   VOIP Systems Installation, Configuration, Integration, Managing, and Troubleshooting.
2020  Designing and Implementing Cisco VoIP Unified CM Systems.
 Familiar with Huawei, Forti voice, Avaya, Grand Stream, Yea-link, Asterisk, and Poly-com Products -
Administration and Implementation.
 Troubleshooting VoIP network issues
 Evaluate and integrate network system and data communication hardware and software with other
gateways.
 Analyze recurring problems and make recommendations to improve business need.

DHL – IT System Service Analyst Damascus Syria

Key responsibilities:

 Identifying hardware and software solutions &Troubleshooting technical issues.

 Diagnosing, repairing faults & Resolving network issues.
 Installing and configuring hardware and software.
 Providing timely and accurate customer feedback.
2016   Talking stakeholders through a series of actions to resolve a problem.
2018  Following up with clients to ensure the problem is resolved.
 Supporting the roll-out of new applications.
 Providing support in the form of procedural documentation.
 Managing multiple cases at one time.
 Testing and evaluating new technologies.
 Conducting electrical safety checks on equipment.

2012  Sawa ISP – Network & System Administrator Damascus Syria

2016 Key responsibilities:

 Installs, configures, tests, and maintains servers, SAN, and related networking equipment.
 Monitors scheduled jobs and computer output for completeness, accuracy, and errors.
 Performs all critical data backups and secures data according to established procedures.
 Installs firmware and security updates on servers, printers, and related networking
equipment.
 Configures and maintains Microsoft Active Directory.
 Installs, configures, and maintains IPS/IDS, Firewall, Anti-Virus, Anti-Spam, Antimalware,
etc. for maximum internal network protection.
 Maintains Unified Communications, VoIP, and any related equipment, services, and
platforms.
 Maintains all data used for redundancy efforts and assists with remediation efforts as
result of test findings and risk assessments.
 Logs all computer, terminal, and printer hardware/software problems.
 Assists with software upgrades and installations.
 Creates scripts for automation of common tasks.
  Determine an organization’s system needs and install network hardware and software
 Make needed upgrades and repairs to networks and ensure that systems are operating
correctly
 Maintain network and computer system security
 Evaluate and optimize network or system performance
 Add users to a network, and assign and update security permissions on the network
 Train users in the proper use of hardware and software
 Interpret and solve problems when a user or an automated monitoring system alerts them
that a problem exists

Courses & Trainings

Course Name Description Institute
ITIL V4 Foundation Information Technology Infrastructure Library Axelos
PMP Project Management Professional PMI
CCNP RS Cisco Certified Network Professional Routing and Switching Cisco
HCIP RS Huawei Certification Professional Routing and Switching Huawei
HCIP Data Center Huawei Certification Professional Data Center Facility Huawei
CCNP Collaboration Cisco Certified Network Professional Collaboration Cisco
NSE 6 VOICE -FVE5.3 Network Security Expert Voice FortiNet
MCSE Microsoft Certified Solutions Expert Microsoft
MCITP Server Microsoft IT Professional Microsoft
VCP VMWare 2v0-21.19 ESXI Virtualization Certificate Professional VMWare
Azure Administration Microsoft Azure Administration AZ-104 Microsoft
ACDP Design Aruba Certificate Design Professional Aruba
ACMP Mobility Aruba Certificate Mobility Professional Aruba
FortiGate NSE 4 Network Security Expert FortiNet
CCNA Security v3 Cisco Certified Network Associate Security Cisco