Summary
Overview
Work History
Education
Skills
Websites
Certification
Specialized Training
National Events & Infrastructure Contributions
Timeline
Generic

Antone Albear Ghaly

Incident Management Deputy Manager
Cairo

Summary

Dynamic IT professional with over 10 years of experience in infrastructure management, service delivery, and network operations, now focused on advancing a career in network security engineering. Holds certifications in CCNA, ITIL, Fortinet Cybersecurity, and VMware, complemented by hands-on expertise in network setup and support utilizing Cisco, Fortinet, Sophos, and Grandstream technologies. Committed to expanding knowledge in cybersecurity while pursuing advanced certifications to further enhance skills. Eager to contribute to the development of secure, reliable, and scalable network environments that align with organizational objectives.

Overview

14
14
years of professional experience
7
7
Certifications
3
3
Languages

Work History

Incident Manager Supervisor

National Bank of Egypt (NBE)
01.2024 - Current
  • Lead the end-to-end incident management process for critical IT services, ensuring rapid identification, logging, categorization, and resolution of incidents within SLA targets.
  • Act as the primary escalation point for P1 and P2 incidents affecting core banking platforms, branch connectivity, and customer-facing digital services.
  • Facilitate incident bridge calls involving infrastructure, application, and security teams to ensure coordinated response and minimize downtime.
  • Implement ITIL-aligned incident workflows in CA ITSM system.
  • Conduct root cause analysis (RCA) for recurring incidents and worked with Problem Management to prevent future occurrences.
  • Ensure detailed and timely incident documentation, including impact analysis, workaround steps, and recovery actions for audit and compliance purposes.
  • Monitor service desk KPIs such as Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR), using data to drive continuous improvement.
  • Delivery post-incident review reports to senior management and stakeholders, including recommendations for systems or process enhancements.
  • Train service desk staff on escalation procedures, priority definitions, and incident lifecycle management to ensure consistent handling.

Service Desk Supervisor

National Bank of Egypt (NBE)
11.2022 - 01.2024
  • Supervise the daily operations of a service desk team, ensuring timely resolution of technical issues.
  • Manage and prioritize incoming support tickets using CA ITSM platforms ensuring efficient allocation of resources and adherence to incident escalation protocols.
  • Provide coaching and mentoring to service desk analysts, fostering skill development and improving first-contact resolution rates.
  • Coordinate closely with IT, cybersecurity, and operations teams to resolve high-priority incidents affecting core banking systems, and online services.
  • Develop and maintain standard operating procedures (SOPs) and a centralized knowledge base to streamline troubleshooting processes and reduce repeat incidents.
  • Prepare regular performance and incident management reports for IT leadership, contributing to strategic planning and continuous service improvement.
  • Ensure compliance with internal security standards and regulatory requirements (PCI-DSS, ISO 27001) through rigorous user access management and incident documentation.
  • Participated in change management meetings and business continuity planning to mitigate risks during system upgrades or outages.

Senior Service Desk Team Leader

National Bank of Egypt (NBE)
07.2019 - 11.2022
  • Lead a team service desk analysts supporting 24/7 IT operations across 400 bank branches and headquarters.
  • Oversee daily queue management, ticket prioritization, and workload distribution using CA ITSM tool ensuring rapid coordination with L2/L3 teams.
  • Conduct regular performance reviews, coaching, and mentoring sessions to improve team efficiency, customer service, and technical knowledge.
  • Implemented ITIL best practices across incident, problem, and request fulfillment processes.
  • Develop and maintain KPIs and service desk dashboards to track ticket volumes, resolution times, first-contact resolution rates, and user satisfaction.
  • Play a key role in IT audit preparations, ensuring all user access management, patching, and logging processes complied with regulatory standards (PCI-DSS, ISO 27001, NBE Internal Policies).
  • Create and maintain internal knowledge base and SOPs to streamline issue resolution and support consistent onboarding of new analysts.
  • Supported business continuity planning by ensuring service desk readiness during DR tests and real-world events.

Service Desk Specialist

National Bank of Egypt (NBE)
04.2013 - 07.2019
  • Supported daily operations of core banking systems (MainFrame/Flexcube), ensuring seamless access for branches and head office users.
  • Escalate user account management tasks in Active Directory and Exchange, including password resets, and access control in line with IT security policies.
  • Installed and configured banking software, Microsoft Office Suite, Printers, scanners, and endpoint security solutions on desktops.
  • Provided remote support via remote desktop tools (Dum-ware, SCCM), supporting multi-branch environments.
  • Escalated complex technical issues to Level 2/3 support teams, maintaining clear communication and documentation to facilitate resolution.
  • Conducted training sessions and created user guides for new employees on secure system usage, password hygiene, and email best practices.

Technical Support Specialist (Internet Call Center)

Vodafone
04.2012 - 04.2013
  • Provided Tier 1 and Tier 2 technical support for Vodafone's internet services, including ADSL, VDSL, and fiber connections.
  • Diagnosed and resolved connectivity issues related to line sync loss, PPP authentication failures, slow browsing, and Wi-Fi configuration problems.
  • Guided customers through router/modem setup, port forwarding, NAT configuration, and basic network security best practices.
  • Utilized internal ISP systems to check line status, perform remote diagnostics, reset ports, and verify exchange-side connectivity.
  • Coordinated with NOC and field support teams to escalate physical line faults, infrastructure outages, and chronic customer complaints.
  • Achieved high first-call resolution (FCR) rates and exceeded quality assurance targets through effective communication and accurate troubleshooting.
  • Educated customers on improving internet performance through proper device placement, interference reduction, and firmware updates.
  • Handled service requests including package upgrades, router replacements, IP changes, and static IP configurations.
  • Maintained detailed ticket documentation and customer records in Vodafone's CRM platform, ensuring clear and complete incident history.
  • Recognized for customer empathy and technical competence, receiving consistent positive feedback in post-call surveys.

Technical Support Engineer

Egyptsat Telecom
09.2011 - 03.2012
  • Installed and maintained satellite and VSAT systems.
  • Delivered support to petroleum sector clients in remote locations.
  • Create a subnetting scheme for each site.
  • Adjust QOS in VSAT modem to ensure that no latency in video and voice systems.
  • Monitor the Network and Satellite signals for any disruption in the connection and create an alternative routes for down links.

Education

Bachelor of Engineering (B.E.) - Telecommunications and Electronics

Thebes Academy
01.2011

Skills

  • Incident Management (ITIL Framework)
  • Help Desk Operations
  • Network & System Troubleshooting
  • Cisco IOS Network Security (IINS)
  • Service management
  • Technical troubleshooting
  • Root-cause analysis
  • Team engagement
  • Problem-solving
  • IT infrastructure proficiency

Websites

Certification

Cisco Certified Network Associate (CCNA 200-125)

Specialized Training

  • Alumni – Presidential Leadership Program (PLP) National Training Academy (NTA), Cairo Completed a one-year leadership program focused on Human Resources, Strategic Management, and Public Policy.
  • Strategic & National Security Studies Certificate Nasser Higher Military Academy Completed training in national security, strategic planning, and governance frameworks.

National Events & Infrastructure Contributions

  • Infrastructure Team Member – World Youth Forum (WYF) Contributed to network and IT infrastructure for WYF events in 2019, 2021, and 2022, ensuring digital readiness for international participants.
  • Infrastructure Support – COP27 (UN Climate Change Conference) Played a key role in deploying and maintaining technical infrastructure to support international climate negotiations in Sharm El-Sheikh.
  • Infrastructure Team – WUF12 (World Urban Forum) Supported network systems and logistical tech for the UN-Habitat forum hosted in Egypt in 2024.

Timeline

Incident Manager Supervisor

National Bank of Egypt (NBE)
01.2024 - Current

Service Desk Supervisor

National Bank of Egypt (NBE)
11.2022 - 01.2024

Senior Service Desk Team Leader

National Bank of Egypt (NBE)
07.2019 - 11.2022

Service Desk Specialist

National Bank of Egypt (NBE)
04.2013 - 07.2019

Technical Support Specialist (Internet Call Center)

Vodafone
04.2012 - 04.2013

Technical Support Engineer

Egyptsat Telecom
09.2011 - 03.2012

Bachelor of Engineering (B.E.) - Telecommunications and Electronics

Thebes Academy

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Antone Albear GhalyIncident Management Deputy Manager