Ahmed Amr Hamza
Senior Technical Support Engineer
Cairo,Egypt
Summary
Technical support professional with 4 years experience in managing and resolving complex technical issues. Known for customer satisfaction through effective troubleshooting and proactive problem-solving. Strong focus on team collaboration, delivering technical trainings, and leadership skills.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
Senior Technical Support Engineer
RSA Security
New Cairo, Cairo Governorate
03.2024 - Current
- Designed and lead a Technical Support Internship program for summer/winter students
- Collaborated with Global RSA Engineering team for testing new product features
- Developed a Bash script to perform in-depth assessments of customer environments
- Delivered product onboarding sessions, and mentoring new hires
Technical Support Engineer II
RSA Security
New Cairo, Cairo Governorate
09.2022 - 02.2024
- Developed 12 Bash scripts to enhance troubleshooting
- Provided key technical expertise that contributed to the successful closing of 3 major deals
- Selected to be part of the premium support team, dedicated to top customers
- Authored a customer-facing product upgrade guide, streamlining the upgrade process
Technical Support Engineer I
RSA Security
New Cairo, Cairo Governorate
08.2021 - 08.2022
- Recognized as FY23 Top Performer for exceptional contributions to the team
- Authored 30+ Knowledge Base articles , improving customer self-service and reducing resolution times to meet customers' SLA
- Participated in a global project to customize salesforce for handed-over support tickets management
Teaching Assistant
GUC
New Cairo, Cairo Governorate
09.2019 - 07.2021
- Instructed courses: Systems and Network Security, Introduction to Networks, CCNA (Routing and Switching), and Linux RedHat System Admin 1 & 2
- Co-supervise two bachelor projects
- Delivered hands-on sessions on stenography and cryptography, using audios and images
Education
Master of Science - Information Engineering And Technology
GUC
New Cairo, Egypt 09.2019 - 07.2021
Bachelor of Science - Information Engineering And Technology
GUC
New Cairo, Egypt 09.2014 - 05.2019
General Certificate of Secondary Education -
St. Fatima Language School - Nasr City
Cairo, Egypt 08.2013 - 06.2014
Skills
Identity and Access Manager
CCNA
Linux
Network Security
Scripting
SQL
Programming Skills
- Bash Scripting
- Java
Certifications
- Security+
- Red Hat Certified System Administrator (RHCSA)
- RSA ID Plus Certified Implementer
- RSA ID Plus Certified Administrator
- RSA ID Plus Certified Associate
- VMware vSphere 6.7 Foundations
Publications
- Wassim Alexan, Ahmed Hamza, Hana Medhat
"An AES Double–Layer Based Message Security Scheme", International Conference on Innovative Trends in Computer Engineering (ITCE 2019), Aswan, February 2-4, 2019. - Wassim Alexan, Hana Medhat, Ahmed Hamza, Hisham Hussein
"Sequence-Based Bit-Cycling in Double-Layer Message Security Advances in Wireless and Optical Communications", (RTUWO), Latvia, Pages: 23 - 28, November 15–18,2018.
Internships
- 1/7/18 - 30/7/18 - IT Engineer Intern at Starcom MediaVest Group, Nasr City
- Basic of Microsoft active directory
- Installing network services (DNS, DHCP, Certificate Authority)
- 6/8/17 - 17/8/17 - IT Engineer Intern at EL Wastani Petroleum Group, New Cairo
- An Overview of the company's infrastructure (firewalls and databases)
- 4/6/17 - 4/7/17 - Infrastructure Engineer Intern at Valeo, Smart Village
- Solving network challenges
- Performing Big Data analysis on the total cost sales
Extracurricular Activities
- 2024
- Participated in GUC Career Development Plan (CDP) as RSA representative
- RSA sports committee (Fit Force) leader
- 2023
- RSA sports committee (Fit Force) member
- Participated in GUC Career Development Plan (CDP) as RSA representative
- Participated in GUC Employment Fair as RSA representative
- Participated in GIU Employment Fair as RSA representative
- 2022
- Participated in GUC Career Development Plan (CDP) as RSA representative
- 2019 - 2020
- Organizing Committee Member GUC Conference
- 2018 - 2019
- Projects Committee Team Leader at Inspire club at GUC
- Egyptian Federation of American Football (EFAF) volunteer
- Cairo runner's volunteer at guiding and registration teams
- 2017
- GUC Orientation tours team usher
- Registration Team Leader in GeoMEast conference
- 2016 - 2018
- Flow team usher at GUC graduation ceremony
- Projects committee member in Inspire club at GUC
- 2015 - 2016
- Fundraising committee member in Insider club at GUC
Languages
- Arabic: Native
- English: Fluent
- French: Fair
- German: Fair
Timeline
Senior Technical Support Engineer
RSA Security
03.2024 - Current
Technical Support Engineer II
RSA Security
09.2022 - 02.2024
Technical Support Engineer I
RSA Security
08.2021 - 08.2022
Teaching Assistant
GUC
09.2019 - 07.2021
Master of Science - Information Engineering And Technology
GUC
09.2019 - 07.2021
Bachelor of Science - Information Engineering And Technology
GUC
09.2014 - 05.2019
General Certificate of Secondary Education -
St. Fatima Language School - Nasr City
08.2013 - 06.2014
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