AYMAN MAGDY
IT Specialist
Cairo,Cairo
Summary
I'm IT Service Desk Administrator at Talabat with over 3 years strong hands-on experience in managing and supporting IT infrastructure, user accounts, and network systems. Since August 2022, I’ve been ensuring smooth IT operations, resolving hardware, software, and network issues, and supporting employees with high-quality technical solutions.
I work with tools such as Active Directory, Jira, and FortiGate to troubleshoot problems, manage user access, and secure the network environment. My responsibilities also include VPN support, firewall configurations, and collaborating with network and security teams to ensure system stability and data protection.
I'm committed to continuous learning and hold several certifications and course completions in:
IT System Administration
Fortinet NSE4 | Microsoft MCSA | Linux | Cisco CCNA
Overview
11
11
years of professional experience
2
2
Languages
Work History
IT Service Desk Administrator II
Talabat
Cairo, Cairo Governorate
01.2022 - Current
- Provided Level 1/2 Helpdesk support, resolving technical issues to ensure end-user satisfaction and minimal downtime.
- Monitored and managed the Service Desk queue using Jira, handling tickets on a first-in, first-out basis while prioritizing high-impact incidents.
- Installed, tested, configured, and maintained workstations, peripheral devices, and required software for end users.
- Supported Delivery Hero users by administering and troubleshooting Okta (as Okta Admin) and Google Workspace (as Google Workspace Admin), including user provisioning, access management, and issue resolution.
- Provided support and management for Microsoft Intune, including device enrollment, policy enforcement, and troubleshooting endpoint issues.
IT Helpdesk
Etisal International
Cairo, Cairo Governorate
01.2018 - 01.2022
- Monitoring databases for system and user issues
- Installing and configuring networks, troubleshooting systems and hardware, providing user support, managing hardware and software configuration.
Technical Support Engineer
Orange Egypt
Cairo, Cairo Governorate
01.2017 - 01.2018
- Receiving technical escalation cases from the first line support and handle them in queue.
Customer Service Representative
Raya Contact Center (Project Etisalat UAE)
Cairo, Cairo Governorate
01.2016 - 01.2017
- Provide a wide array of Business Process Outsourcing services such as Contact Center; Inbound, Outbound, Front and Back Office services.
Customer Service Representative
ECCO Outsourcing (Project Mobily KSA)
Cairo, Cairo Governorate
05.2015 - 01.2016
- Management and resolve customer complaints, provide product and service information to customers.
Education
Bachelor of Science - information systems
Modern Academy
Cairo, C01.2015
Skills
- Microsoft Azure Cloud
- Microsoft Intune
- Hardware and Software Diagnostics
- MacOS
- Okta Amin
- Google Workspace Admin
- Microsoft Office
- Jira Service Management
- Slack Admin
Timeline
IT Service Desk Administrator II
Talabat
01.2022 - Current
IT Helpdesk
Etisal International
01.2018 - 01.2022
Technical Support Engineer
Orange Egypt
01.2017 - 01.2018
Customer Service Representative
Raya Contact Center (Project Etisalat UAE)
01.2016 - 01.2017
Customer Service Representative
ECCO Outsourcing (Project Mobily KSA)
05.2015 - 01.2016
Bachelor of Science - information systems
Modern Academy