</> Ahmed Mahdy

Masters in Computers Engineering

• Postgraduate student in Master of Science in Computers Engineering credit hours program

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%)

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

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
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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 2^nd 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.

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
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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
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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.

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
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