Bassem Said
Technical Support Engineer L2
Heliopolis
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
10
10
years of professional experience
Work History
Technical Support Engineer L2
IBM
03.2022 - Current
Technical Support Engineer -Shift Leader
Orange Business Services
04.2018 - 03.2022
Technical Sales Engineer
UNIFY DIST. ROYAL TRADING
06.2017 - 04.2018
Voice solutions company
IT TECHNICAL SUPPORT
YELLOWPAGES EGYPT
01.2015 - 06.2015
-Advertising company
Project Manager
AISEC
04
Education
BACHELOR DEGREE - ELECTRONICS AND COMMUNICATIONS ENGINEERING
Ain Sham University
Egypt 04.2001 -
Skills
Technical Troubleshooting
Problem-Solving
Teamwork and Collaboration
Remote Support
Ticket management
Critical Thinking
Root Cause Analysis
Process Improvement
Training and mentoring
Customer Success Management
Multitasking
Project Management
QUALIFICATIONS
- Supporting IBM Storage Scale product (General parallel filesystem)
- Supporting cloud environments using IBM Storage Scale product
- Supporting NFS/SMB
- Linux Admin 1 knowlegde
- ISM Knowledge
- Virtualization Knowledge
- Customer Service Management Training by Orange Business Services.
- PMP Knowledge "Official Project Management Course by Nagy Saad."
- ITIL Knowledge
- CCNA Certified
- CCNP Troubleshooting Certified
Timeline
Technical Support Engineer L2
IBM
03.2022 - Current
Technical Support Engineer -Shift Leader
Orange Business Services
04.2018 - 03.2022
Technical Sales Engineer
UNIFY DIST. ROYAL TRADING
06.2017 - 04.2018
IT TECHNICAL SUPPORT
YELLOWPAGES EGYPT
01.2015 - 06.2015
BACHELOR DEGREE - ELECTRONICS AND COMMUNICATIONS ENGINEERING
Ain Sham University
04.2001 -
Project Manager
AISEC
04
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