Abdulrahman Hemat

Edwards Lifesciences is a global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical

• Manage and resolve high-volume IT incidents and service requests for 5,000+ users via ServiceNow (SNOW)
• Imaging and deployment of new workstations by means of Windows Autopilot provisioning including Apple Devices (Apple JAMF)
• IP phone configuration utilizing Cisco Call Manager and Unity Connection Administration
• Device oversight through Hardware Asset Management (HAM) integrated with SNOW
• Manage endpoints and enforce security policies using Microsoft Intune and Azure Active Directory (Entra ID)
• Developed documentation for standard operating procedures related to desktop support activities
• Created detailed reports regarding desktop support incidents for management review
• Set up user accounts with appropriate access rights to network resources
• Diagnosed network problems by running ping tests and traceroutes to isolate the source of the issue
• Entered commands and observed system functioning to verify correct operations and detect errors
• Hired, supervised and directed workers engaged in special project work, problem-solving, monitoring and installation of data communication equipment and softwarel

NextGen Healthcare, Inc Is a leading provider of healthcare technology solutions focused on improving outcomes and streamlining operations for ambulatory care practices Founded in 1974 and based in Atlanta, Georgia

• Provided Tier 1 and Tier 2 technical support for hardware, software, and network issues via on-site and remote tools (Desktop Central, Bomgar)
• Provide the first level of problem diagnose assistance, resolution, recovery, and direction to staff members and clients by consulting users, to determine hardware, software or system functional specification
• Monitors services Desk requests and routes unsolved issues requiring a higher level of technical expertise to appropriate personal
• Tracks services Desk related issues reported by end-users to ensure timely resolution
• Maintain technical logs and documentation according to area procedures
• Monitors and maintains Services Desk application and systems
• Provides other related services designed to facilitate positive end-user satisfaction with IS Department (i.e., training, PR phone calls, etc.)
• Assets management with a variety of special projects and assignments when required
• Assets with training services as required by internal staff and external contacted clientele
• Assets with scheduled 24/7 on-call duties as requested
• Deployed and managed Azure Active Directory Connect for identity synchronization between local AD and O365 tenant directory
• Monitored mail flow between On-premise Exchange Server and O365 tenant using Message Trace tool from Security and Compliance Center
• Assisted users with setting up their devices with mobile device management feature of Intune service in O365 suite

• Company Overview: Avycon is the proud global market leader in the video surveillance industry
• Provide technical assistance via phone or email
• Use computer software to provide remote assistance (TeamViewer, AnyDesk, Remote desktop)
• Provide minimal customer service
• Test equipment and software
• Document and research all inquiries or problems
• CCTV (closed-circuit television) tech support
• Network support
• Avycon is the proud global market leader in the video surveillance industry

• Company Overview: New Kabul bank is the largest commercial bank in Afghanistan, with 117 branches nationwide
• Provided 1st line technical support, answering support queries via phone & email
• Remote administration and management of customer's on-premises equipment
• Using remote controls software tools to provide fault resolution and diagnosis
• Trained and supervised junior engineering staff
• Installed operating systems such as Windows or Mac OS X onto user machines
• Maintained inventory of IT assets such as computers, monitors, printers, phones
• New Kabul bank is the largest commercial bank in Afghanistan, with 117 branches nationwide

• Company Overview: N2NEXT is the leading mobile application development company in Afghanistan
• Setup computer network, including peripheral devices
• Programmed location-based software (VYMaps) using android operating system
• The purpose of the mobile application is to locate authorized individuals in Afghanistan
• Optimized network bandwidth, including diagnosis and troubleshooting
• Provided phone, chat, and in-person support
• Created user and account profile
• Identified equipment shortages and proactively placed orders based on demand
• Troubleshot technical issues with printers, networks, operating systems, and applications
• Supported other departments with their IT needs by providing advice or assistance when necessary
• N2NEXT is the leading mobile application development company in Afghanistan