Hi, I’m
Ali AminELDin Othman Sakar
Sr. IT Technical Support Engineer
Cairo
Summary
IT Technical Support Engineer Profile Highly motivated and self-driven professional along with an ability to deliver technical assistance to computer users with setup, maintenance, and troubleshooting problems.
Overview
11
years of professional experience
1
Certification
1
Language
Work History
Upland Software
Security & Compliance Specialist
07.2022 - Current
Job overview
- Developing and providing employee training on compliance policies, practices, and reporting systems
- Identifying, investigating, and reporting compliance issues, irregularities, and violations
- Prepare and file compliance reports
- Maintain records of compliance activities
- Work with different departments internally to ensure we meet all policies and laws that are required
- Delivering employee training, evaluating compliance activities, and acting as a liaison between the organization and various government agencies
- Consulting with the legal department and advising leadership and management on compliance matters
- Awareness with PCI DSS, EUGDPR requirements and the status of PCI DSS and EU-GDPR compliance to IT, Data Privacy Office, business units, and enterprise executives, management, and liaisions
ZKTECO
Senior Technical Support Engineer
09.2019 - 06.2022
Job overview
- Provided Technical Support and Solutions for one of Top 10 and leader of Security and Time Management and for Middle East market
- Identifies, evaluates, and corrects hardware, software, and operations problems
- On field support, installation, configuration, and Training for hardware and software products
- Technical meeting with sales team to provide the best solutions as per customer requirements, documentation and translate the requirement to the development team
- Opens, assigns and escalates support tickets based on importance and priority
- Communicates with customers the status of tickets and problems
- Supervise projects delivery process
- Makes recommendations to supervisor for future hardware and software additions or enhancements
- Coordinate with IT Helpdesk team to resolve user hardware / software
- Technical Training for clients, distributers and partners about company systems and solutions
- Document technical knowledge in the form of notes and manuals
- Participated on ICT and Security Exhibitions
FlyDubai AirlinesDubai
Web Content Specialist
02.2019 - 09.2019
Job overview
- Led the development and acquisition of all online content, including plain text, links, database content, still images (illustrations, photographs, and diagrams), animation, audio, and video
- Conducted aircraft internal safety and security inspections to ensure compliance with set measures and protocols
- Identified and gathered necessary translations along with proof-reading content while updating the web and mobile sites using the content management system
- Devised efficient web and mobile sites via the CMS
- Drafted and managed written content for all customer facing sites in line with brand message with a focus on fulfilling customer’s needs
- Key Achievements:
- Responded to incidents and resolved issues in a timely manner to avoid operational delays
- Effectively and efficiently developed and maintained all site content documentation, including all site assets, content manifests, and content owners.
FlyDubai AirlinesDubai
Flight Attendant
05.2016 - 01.2019
Job overview
- Ensure passenger comfort and safety during voyage while delivering exceptional service to multi-cultural passengers
- Plan and execute internal safety and security inspections to avoid potential issues or risks and assure alignment with defined procedures
- Resolve complex issues and address enquiries in a highly professional manner
- Maintain appropriate and adequate crowd management and control at all measures
- Perform the checking of boarding passengers into aircraft and assist with luggage and carry-on storage
- Key Achievements:
- Successfully identified client’s needs and requirements through effective communication
- Served as a focal person to ensure the safety of all individuals on the aircraft while dealing with passengers belonging from different cultures.
Aljazeera NetworkDoha
Senior IT Helpdesk
03.2013 - 04.2016
Job overview
- Conducted root cause analysis to identify and resolve technical IT issues to support media production of international news in both English and Arabic formats as well as ensure seamless 10 channel international sports coverage and a myriad of documentary/factual productions
- Served as the key point of contact for Aljazeera employees regarding technical assistance over the phone or email
- Delivered remote assistance to determine and address issues diagnostic techniques and pertinent questions
- Recommended appropriate and optimal solution based on the issue and details provided by employees
- Documented and updated events and problems along with resolution in logs onto the service desk management system
- Key Achievements:
- Improved system’s functionality and performance through timely upgrades and maintenance
- Supported clients on a domestic and international level in collaboration with critical studio teams, closed an average of 25 to 35 tickets each day, and administered the basics of active directory and exchange.
We- Telecom Egypt
Technical Support Specialist
08.2012 - 03.2013
Job overview
- Delivered technical and commercial support to high value clients with emphasis on ensuring satisfaction
- Managed process and product query fielding while conducting technical diagnostics and executed solution/escalation functions
- Improved service level by implementing effective strategies and industry’s best practices
- Oversaw all activities associated with overall service maintenance and client relationship management
- Key Achievements:
- Identified and resolved issues efficiently through face-to-face and phone call correspondence as well as addressed customer technical problems through diligent research and troubleshooting
- Liaised with the customer regarding recommendations and updates to ensure timely resolution of all issues
- Recognised as the top achiever of average handling time (AHT) for consecutive three months.
Education
Egyptian Aviation Academy
Bachelor of Computer Science
Skills
Adept at ensuring timely maintenance of servers, systems, and networks while deploying software updates or patches and enforcing policies to improve securityundefined
Certification
Ethical Hacking- Penetration Testing
Timeline
Ethical Hacking- Penetration Testing
05-2023
Security & Compliance Specialist
Upland Software
07.2022 - Current
Senior Technical Support Engineer
ZKTECO
09.2019 - 06.2022
Web Content Specialist
FlyDubai Airlines
02.2019 - 09.2019
Flight Attendant
FlyDubai Airlines
05.2016 - 01.2019
Senior IT Helpdesk
Aljazeera Network
03.2013 - 04.2016
Technical Support Specialist
We- Telecom Egypt
08.2012 - 03.2013
Egyptian Aviation Academy
Bachelor of Computer Science
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