Education
Current
Cairo University
Masters in Computers Engineering
- Postgraduate student in Master of Science in Computers Engineering credit hours program
2009
Tanta University
Bachelors of Computer Engineering
- Bachelors of Computer Engineering and Control
- Overall Grade: Good
- Graduation Project: Customized Mobile Robot System (Embedded System)
- Graduation Project Grade: Excellent (100%)
Experience
November 2021 - Current
Microsoft
Windows Cloud Support Escalation Engineer
Response and Resolution
- Own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
- Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others.
- Deepen technical and professional proficiency to enable resolve complex customer issues, through training and readiness.
Product/Process Improvement
- Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements
Nov 2015 - Nov 2021
Orange Business Services
Senior IT Service Support Engineer – Level II
- IT Operations Excellent Achiever 3 times award-winning in less than 4 years
- Achieved Exceed Expectation rating for 3 times in less than 3 years
- Early adoption to be first ever member in IT Division to study and obtain ITILv4 certificate
- Collaborating with industrialization and engineering teams to optimize and automate Office IT tasks for process improvement
- Contribution in interviewing process for team candidates
- Coaching and training team colleagues and provide orientation for new hires with experience and continuous support
- Contribution in resolving very complex incidents without the need to escalate to next level
- Contribution in identifying the root cause of 2 major problems and resolving them, one of those problems were out of scope
- Providing advanced support for modern services: MDM BYOD, VDI, Cloud Internal Drive and PKI to internal users globally
- Engagement with users by providing user training and IT induction training for new joiners
- Collaboration with team members to enhance, optimize and establish new network infrastructure including switch installation and configuration for new premises
NextGen 2nd Line Global Support
Orange MDM BYOD
- Resolving complex incidents of MDM service
- Increase of new device registrations by 56%
- Reduction of device retirement by 23%
Orange Cloud Internal Drive
- Provide user support for Orange Cloud Internal Drive on second level
- Recovering of user data by 31%
- Breakthrough of increasing provisioning by 240%
- Contribution of doubling quota by 100%
- Managing backup schedules, sync, throttle and backup sets
Orange VDI
- Creating instance of Virtual Desktop Interface VDI over Citrix® XenDesktop over XenServer
- Providing 2nd level of troubleshooting for VDI users
- Setting sessions, resetting user profiles, configuring software installation over VDI
- Increasing new registrations by 25%
Public Key Infrastructure Authority Administrator (PKI CAdm2)
- Increasing service activation by 200%
- Justify service as per GDPR standards
- Provide training for PKI card holders to use the service.
Nov 2014 - Nov 2015
EVIC Europe Consulting LLC
Regional IT Manager
- Installation, operation and management of VPN gateway and IPPBX VOIP solution to link 4 offices
- Deploying ITSM solution for incident management and training users and team based on ITIL3
- Expanding network and server load scalability by 100%
- Introducing Office 365 email and collaboration services to replace legacy email services
- Development and upgrade of legacy website
- Contribution in interviewing process for team candidates
- Leadership and training of team members
Mar 2012 - Oct 2014
Inspire Solutions Ltd
IT Consultant
- Planning and implementing the kernel of IT department and infrastructure
- Deploying complete IT system including PCs, servers, network, VOIP Communications and access control
- Setting the structure of website
- Suggesting kernel of basic ticketing system to solve user incidents upon company expansion
- Contribution in interviewing process
- Contribution in deployment of People Management Information System PIMS as a kernel for HR department
Oct 2010 - Dec 2011
Arab International Optronics
System Integrator
- Matching customers’ needs with existing products.
- Quickly understanding how to operate a system or a GUI.
- A generalist, knowing a little bit about large number of products.
- Diagnosing and troubleshooting issues.
- Validation and inspection of integrated systems.
- Research existing products and software components.
Sep 2009 - Oct 2010
ICT Project - Ministry of Higher Education
IT Systems Engineer
- Microsoft [email protected] (Office 365) for email and collaboration services project coordinator with Microsoft for 1.5 million students, professors and staff in 17 universities
- Supervision on deployment of 1.5 [email protected] accounts
- Contribution in setting the technical terms for the development and deployment of Portals of Egyptian public universities
- Supervision on development of first portal by IBM WebSphere for the ICT Project
- Preparation and conduction of more than 35 lectures for Internet Safe Usage as part of CyberPeace International Initiative and representative of Ministry of Higher Education