Ahmed Hamdy Aldeeb
Technical Support Team Lead
Cairo
Summary
Detail-oriented Technical Support Team Lead with extensive experience in IT support of telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge, with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Technical Support Team Leader
e& Global Services
Cairo
07.2023 - Current
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Guided organizational technology strategy and roadmaps.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Communicated with executive team and Company Director to maximize development efficiencies and resolve technology issues.
- Partnered with project team members to identify and quickly address problems.
- Interacted and negotiated with vendors, outsources and contractors to secure products and services.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Oversaw IT department operations and training.
- Translated complex technical issues into digestible language for non-technical users.
IT Technical Support Senior Engineer
e& Global Services
Cairo
09.2021 - 06.2023
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed more than +1500 machines site.
- Support +1200 agents, working from site and working from home.
- Maintain almost 100% SLA.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Monitored systems in operation and quickly troubleshot errors.
Performed root cause analysis and general troubleshooting. - Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Provided support to Customer Care users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Managed Deploying, and monitoring KASPERSKY on +600 Desktop Machines.
- Managed creating and managing Up-to date Windows OS with latest updates on +600 machines through SCCM.
- Application Deployment automatically through PowerShell and SCCM.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for employees.
IT Technical Support Engineer
e& Global Services
Cairo
02.2020 - 08.2021
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Maintained response times to support business continuity.
- Documented faults and bugs for referral to development staff for use in updates.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Promoted efficiency among departments with prompt resolution of system issues.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured hardware and granted system permissions to new employees.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Travel Advisor
Expedia Canada
Cairo, Egypt
07.2018 - 10.2018
- Delivered services to customer locations within specific timeframes.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Passionate about learning and committed to continual improvement.
- Demonstrated leadership skills in managing projects from concept to completion.
- Paid attention to detail while completing assignments.
Education
Bachelor of Science - Computer Information Systems
British University in Egypt
Cairo 09.2014 - 09.2019
Skills
Software diagnosis
Technical issues analysis
TCP/IP
Desktop support
Account management
Technical documents comprehension
Application support
Business Development
PC component diagnostics
Issue troubleshooting
Technical Support
Network diagnostics
User credential management
Wide-area Networks
Timeline
Technical Support Team Leader
e& Global Services
07.2023 - Current
IT Technical Support Senior Engineer
e& Global Services
09.2021 - 06.2023
IT Technical Support Engineer
e& Global Services
02.2020 - 08.2021
Travel Advisor
Expedia Canada
07.2018 - 10.2018
Bachelor of Science - Computer Information Systems
British University in Egypt
09.2014 - 09.2019