Resume

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

Nov 2015 - Present
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
  •  

Technology Skills

DevOps

100%

Microsoft Windows Server

95%

ITIL 4

95%

Citrix XenServer / XenDesktop

65%

VMWare ESXi

80%

DHCP / DNS

90%

Data Center

100%

Windows Sysinternals

95%

IP Networking

85%

LDAP / Active Directory

100%

Office 365

90%

Cisco Unified CM

65%

HID Proximity

60%

VPN

70%

Microsoft Windows

100%

Incident Management

100%

PKI

95%

Skype for Business

70%

Coding Skills

Python

60%

Cisco IOS

75%

PowerShell

100%

HTML / CSS

85%