Bassel KhalafAllah Dahy Mahmoud
Hurghada,Egypt
Summary
IT Infrastructure & Service Desk Engineer with 3+ years of experience in IT support, system administration, infrastructure monitoring, and network troubleshooting. Experienced in Windows Server, Active Directory, Microsoft 365, VMware ESXi, FortiGate Firewall, PRTG monitoring, and ManageEngine ITSM solutions. Skilled in incident management, endpoint support, troubleshooting, GPO administration, and maintaining IT operations according to ITIL best practices.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT Services Desk Engineer
Raya CX
02.2023 - Current
- Provided onsite and remote technical support for 293+ users and business operations.
- Managed Active Directory users, permissions, Group Policy (GPO), and domain administration.
- Administered Windows Server environments and user access management.
- Supported Microsoft 365, Exchange Online, and endpoint troubleshooting.
- Managed VMware ESXi virtualization environments and virtual machine operations.
- Monitored IT infrastructure, servers, and network performance using PRTG.
- Managed incident tickets, asset management, and IT operations using ManageEngine.
- Performed troubleshooting for DNS, DHCP, network connectivity, and system issues.
- Delivered service desk support following SLA and ITIL best practices.
- Achieved Top Performance IT Support Engineer recognition at Raya CX.
Technical Support Team Leader
Xceed (WE Telecom)
10.2020 - 02.2023
- Delivered first-line technical support for internet and telephony services.
- Handled escalations, troubleshooting, and team supervision activities.
- Maintained SLA targets and customer satisfaction performance.
- Provided customer issue resolution and technical guidance for support teams.
- Achieved Top Performance Agent recognition at Xceed.
Education
Bachelor’s Degree - Arabic Language
09.2013 - 06.2017
Skills
- Windows Server
- Active Directory
- Group Policy (GPO)
- DNS
- DHCP
- Microsoft 365
- Exchange Online
- Azure Fundamentals
- VMware ESXi
- Virtual Machine Management
- Routing & Switching
- Network Troubleshooting
- FortiGate Firewall
- PRTG Network Monitor
- ManageEngine Service Desk
- Incident Management
- Endpoint Support
- Ticketing Systems
- Remote Support
- Veeam Backup & Restore
Job Title
- IT Infrastructure & Services Desk Engineer
Certification
- MCSA Training
- CCNA (200-301) Training
- ITIL Foundation Training
- FortiGate Training – Fortinet
- Introduction to Cybersecurity – Cisco Networking Academy
- ICDL Certification
Projects
- Built and configured Active Directory domain environment with Group Policies.
- Configured FortiGate firewall policies, NAT, and network security rules.
- Implemented backup and recovery solution using Veeam Backup & Restore.
- Monitored infrastructure and network devices using PRTG.
Languages
- English
- Arabic, Native
- English, Excellent
Languages
Arabic
First Language
English
Upper Intermediate
B2
German
Beginner
A1
Work Preference
Work Type
Full TimeLocation Preference
On-SiteHybridRemoteSalary Range
£25000/yr - £200000/yrTimeline
IT Services Desk Engineer - Raya CX
02.2023 - Current
Technical Support Team Leader - Xceed (WE Telecom)
10.2020 - 02.2023
Minia University - Bachelor’s Degree, Arabic Language
09.2013 - 06.2017