Dynamic, self-motivated with more than 25 years of experience in IT Management and Technical Support for global teams. Skilled in Microsoft 365, macOS / Windows troubleshooting, Printers, First-line network troubleshooting, and enterprise tools. Worked in a multinational environment in the UAE, Egypt, and Bahrain.
Hi, I’m
Amr Abd El Fattah
Cairo
Summary
Overview
25
years of professional experience
2
Certifications
2
Languages
Work History
Milestone Technology (Uber)Cairo
IT Specialist
01.2024 - Current
Job overview
- Providing L1/L2 remote support for global Uber staff (Onsite - Remotely).
- Troubleshooting Windows, macOS, Printers, VPN, L1 Network.
- Handling tickets via Jira/ServiceNow.
- Managing Microsoft 365 accounts.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
ADSERO – Ragy Soliman & Partners
IT Manager
04.2021 - 12.2023
Job overview
- Provide general IT support for stuff members for more than 100 users.
- Administrate All systems in the firm “HR, Legal timing, SharePoint,”
- Support and maintain incumbent technology systems and services.
- Develop maintenance and update plans.
- Identify design, implementation, and operational problems of technology systems; develop solutions to improve the operations, reliability, and integrity of systems.
- Preparing and monitor IT strategy plans and be sure its corresponding with the Firm strategy.
- Revolutionized IT processes by introducing cutting-edge automation tools and cloud-based solutions, leading to a remarkable 30% reduction in manual workload and a considerable boost in overall efficiency.
- Administrate Microsoft Office 365.
- Administrate SharePoint and OneDrive.
- Create and develop Automation process through Power Automate and Automation tools.
- Administrate LegalSense for Time management.
- Create and setup IT policies and plan strategies for IT.
- Develop activity plans, time and resource estimates and cost benefit analyses for planned activities.
Freelancer
Freelancer IT Specialist
01.2019 - 04.2021
Job overview
- Provide general IT support for some accounts.
- Handling and managing all IT Activates and Troubleshooting “Windows, Macs
- Mobile, Printers)
- Handling and managing all IT Activates and Troubleshooting “Microsoft Teams, SharePoint, Microsoft 365 generally”
- Social Media management for some clients.
- Designed and implemented new features and enhancements to improve existing applications.
- Collaborated with clients to define project requirements and deliverables.
- Developed and maintained user documentation to establish product understanding.
- Developed effective improvement plans in alignment with goals and specifications.
Abedous Group
IT Administrator
01.2018 - 01.2019
Job overview
- Maintain and provide full support for IT operations for Hardware and Software
- Provide general administrative and clerical support.
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements, and minimizing wasteful spending.
- Worked well in a team setting, providing support and guidance.
- Maintain electronic copy filing system and archiving.
- Mange online activity with governmental organizations and apply the applications.
- Social Media channels management.
Just I For Computer Services
Business manager and social media specialist
04.2017 - 04.2018
Job overview
- Leading the team to increase the growth of the company and achieves its goals.
- Working with the technician team to resolve the complicated IT issues for software and hardware Specially for Apple products.
- Develop, implement, and manage our social media strategy.
- Manage and oversee social media content and measure the success of every social media campaigns.
- Prospect for potential clients and convert them into increased business opportunities.
- Targeting customer satisfactions and loyalty and present new concept and quality of services to improve existing relationships.
Iknow For Computer Services
Business manager, social media specialist
04.2014 - 04.2017
Job overview
- Leading the team to increase the growth of the company and achieves its goals.
- Working with the technician team to resolve the complicated IT issues for software and hardware.
- Prospect for potential clients and convert them into increased business opportunities.
- Targeting customer satisfactions and loyalty and present new concept and quality of services to improve existing relationships.
- Engage internal and external contacts and Forecast sales objectives and ensure they are fulfilled by the business development team.
- Communicated with customers and vendors positively with particular attention to problem resolution.
Taya IT
Information and Technology Manager
03.2013 - 04.2014
Job overview
- Discuss, capture, and define customer requirements.
- To work with the Sales team to exploit the commercial opportunities for the range of products.
- Recruited and trained IT team members.
- Responsible for Pre –sales project management from requirement capture and design to implementation handover.
- Developed technical requirement documentation for new software products.
- Handling and managing Apple Technician Team
- Improved systems with addition of new features and infrastructure.
- Working closely with members of the Delivery, Support and Success management team to ensure infrastructure be delivered on time, to specification and within budget.
- Provided leadership and support for IT department.
Iknow For Computer Services
Apple Maintenance manager
12.2009 - 03.2013
Job overview
- Leading Apple Technician Team to improve satisfaction for all Apple users through exceed customers’ expectations by offering proper diagnosis, reliable repairs, and fast turnaround.
- Preparing Apple qualified Team to serve the Apple Users
- Ensures that maintenance technicians are adequately trained, equipped, and motivated so that the maintenance program can be accomplished in a safe, timely, and cost-effective manner.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Supervised employee performance, preventive maintenance, and safety.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Established and documented protocols for preventive maintenance procedures, decreasing equipment issues, and reducing downtime.
Apple Line Co. “Trade Line “
Apple Technician manager
07.2005 - 12.2009
Job overview
- Leading Apple Technician Team to improve satisfaction for all Apple users through: - Troubleshooting Macs, iPhones, iPads, and iPods - Helping Customers to achieve best performance for their devices.
- Prepares reports, analyzes data, and makes recommendations for improving operations and solving maintenance-related problems.
- Offered excellent customer service by actively listening to customers’ needs and empathically discussing solutions.
- Maintain and diagnose iPhones for Mobinil “Mobile carrier in Egypt “and determine the right action to solve the issues.
- Multi-tasked systems while providing service and resolving customer issues, questions, comments, or concerns.
- Managed call flow to respond to technical support needs of customers.
- Installed and configured operating systems and applications.
Imachine
Apple Technician
05.2004 - 05.2005
Job overview
- Troubleshooting all Apple products
- Troubleshoot Software issue for all Mac OS “8.0, 8.6, 9.2.
- OS X “
- Troubleshoot Adobe – Nasher Sahafy – Quark Express –iLife…..
- Troubleshoot almost of all the applications that support Mac.
- Handle Customers specially “Printing house, newspapers, advertising agents and end users
- Replacing defective parts in all Apple Products.
Apple Line “Trade Line “
Apple Technician
01.2001 - 05.2004
Job overview
- Troubleshooting all Apple products
- Troubleshoot Software issue for all Mac OS “8.0, 8.6, 9.2.
- OS X “
- Troubleshoot Adobe – Nasher Sahafy – Quark Express –iLife ….. “
- Troubleshoot almost of all the applications that support Mac.
Education
Banhaa UniversityEgypt
Bachelor from Accounting and Business Management
01.2008
University Overview
Skills
Diagnosing and solving IT hardware and software faults for Windows
undefinedCertification
Apple Certified Mac Technician (ACMT)
Timeline
IT Specialist
Milestone Technology (Uber)
01.2024 - Current
IT Manager
ADSERO – Ragy Soliman & Partners
04.2021 - 12.2023
Freelancer IT Specialist
Freelancer
01.2019 - 04.2021
IT Administrator
Abedous Group
01.2018 - 01.2019
Business manager and social media specialist
Just I For Computer Services
04.2017 - 04.2018
Business manager, social media specialist
Iknow For Computer Services
04.2014 - 04.2017
Information and Technology Manager
Taya IT
03.2013 - 04.2014
Apple Maintenance manager
Iknow For Computer Services
12.2009 - 03.2013
Apple Technician manager
Apple Line Co. “Trade Line “
07.2005 - 12.2009
Apple Technician
Imachine
05.2004 - 05.2005
Apple Technician
Apple Line “Trade Line “
01.2001 - 05.2004
Banhaa University
Bachelor from Accounting and Business Management