Amr El-Sayed Mohamed
Cairo
Summary
Results-driven Technical Support Engineer with extensive experience at Nile Projects & Trading Co, excelling in network troubleshooting and security management. Proven ability to enhance system performance and user satisfaction through effective communication and technical expertise in routers and VPNs. Committed to optimizing IT infrastructure and delivering exceptional support.
Overview
18
18
years of professional experience
Work History
Technical Support Engineer
Nile Projects & Trading Co
Cairo
07.2019 - Current
- Technical support for about 80 fashion showrooms and tire service centers.
- Configure, maintain, and troubleshoot routers and VPN devices (Sophos, Fortigate).
- Respond to and resolve IT support requests from over 100 users in the management building.
- Troubleshoot and support PCs, printers, POS systems, and peripheral devices.
- Perform basic configuration, maintenance, and troubleshooting of CCTV and NVR systems.
- Assist with maintaining and deploying Kaspersky endpoint security solutions.
- Provide on-site support for networking equipment, including switches, routers, and firewalls.
- Collaborate with the System Engineer for escalated issues, and system upgrades.
- Conduct basic training for end users on system usage and best practices.
- Support IT assets and inventory management, ensuring proper documentation.
- Assist in setting up and maintaining workstations for new hires, or department changes.
- Provide IT support for new store openings, including setting up POS systems, networking, CCTV/NVR, and ensuring secure connectivity with HQ systems.
- Coordinate with vendors and internal teams to ensure the smooth deployment of IT infrastructure for new locations.
System and Network Administrator
Misr Contraco Group
10.2017 - 06.2019
- Monitor network performance, availability, and security to ensure optimal functionality.
- Troubleshoot and resolve network connectivity issues across LAN, WAN, and wireless networks.
- Respond to and manage incoming support tickets, escalating issues as necessary.
- Manage firewall configurations, security profiles, IPsec VPNs, and intrusion prevention measures.
- Configure, maintain and troubleshoot routers, switches, and firewalls
- Provide technical support to internal teams and external clients via email, chat, and phone in a 24/7 environment.
- Ensure compliance with SLAs by addressing incidents and outages promptly.
- Conduct network audits and apply necessary patches, updates, and firmware upgrades.
- Maintain and optimize network monitoring tools to proactively detect and address performance bottlenecks.
- Implement and refine security measures, including access controls and endpoint protection.
Technical Support Specialist
Barkotel Communications
Cairo
04.2013 - 10.2017
- Technical support: VIP console devices are used in the call center of the operation room in the Egyptian Ambulance Organization.
- Monitoring the NSC system for the Egyptian Ambulance Organization.
- Execution of telecommunications and network projects.
- Technical support for the AVL project for the Egyptian Ambulance Organization (Installing Network Administrator – CAD System).
Technician
Barkotel Communications
Cairo
01.2007 - 01.2012
- Installing WiMAX connection for Abiba Petroleum Company on Meliha site
- Installing complete local network for computers and CISCO IP phones
- WiMAX network for video conference of surgery of binoculars in the stomach
Education
Bachelor of Management Information Systems - Computer Information Systems
Al Gazeera Academy EGI
Cairo , Egypt05.2012
Skills
- Servers
- VMware
- computer hardware
- Exchange Mail Server
- Office 365
- Windows Server 2008
- Windows Server 2012
- DVR systems
- Sophos devices
- Sophos Client Software
- FortiClient devices
- FortiClient software
- Active Directory
- printers, fingerprint machines
- Helpdesk support
Personal Information
- Date of Birth: 10/04/91
- Nationality: Egyptian
References
Furnished upon request
Training
- CCNA (Cisco Certified Network Associate), YAT, 09/12/12
- English Conversation Course, Cairo University Faculty of Physical Therapy, Language Unit, 11/01/10
- English Course, Cairo University Faculty of Physical Therapy, Language Unit, 08/01/09
- Modern Fiber Optic Network Systems, Telecom Egypt Training Sector, 10/27/13 - 11/07/13
- CCNA latest version course, Helper for training center, 10/01/14
- ISTQB Self-Study
- English general course, British Council, 06/11/16 - 05/01/17
- MS SQL self-study
- MCSA 2016, Helper for training, 10/01/18
Military Status
Exemption
Qualifications And Skills
Language
Arabic native
English controversial
Timeline
Technical Support Engineer
Nile Projects & Trading Co
07.2019 - Current
System and Network Administrator
Misr Contraco Group
10.2017 - 06.2019
Technical Support Specialist
Barkotel Communications
04.2013 - 10.2017
Technician
Barkotel Communications
01.2007 - 01.2012
Bachelor of Management Information Systems - Computer Information Systems
Al Gazeera Academy EGI
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