Ibrahim Belal Ahmed

Atos (Siemens Account) — IT Service Desk Agent

Jan 2024 – Jul 2025

• Provided 1st level IT support for Siemens employees globally via phone, email, and ticketing system
• Troubleshot hardware, software, and network-related issues following ITIL standards
• Escalated complex cases to 2nd and 3rd level teams and ensured timely resolution
• Assisted with Office 365, Active Directory, Azure AD, SAP access, and user account management
• Maintained documentation and delivered service within SLA Ticket
• Software Testing with Programmer and manual Testing
• Certified ISTQB
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.

Enpal GmbH – Local Technical Support & IT Administrator (Freelancer, Remote)

December 2024 – April 2025

• Provided remote IT support and troubleshooting for employees across multiple departments
• Installed, configured, and maintained Windows workstations and Office 365 tools
• Handled Active Directory account management, user permissions, and password resets
• Supported VPN, network connectivity, and cloud-based tools (Azure AD, Exchange)
• Collaborated with the internal IT team in Berlin to resolve local hardware issues
• Ensured documentation of tickets and processes using ITSM tools
• Assisted with onboarding and offboarding of employees including setup of email, access rights, and equipment tracking
• Maintained compliance with Enpal’s data protection and IT security standards
• Delivered service in German and English for a multilingual, international team
• Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.

Connectrix (Expedia / Booking / Microsoft Teams) — IT Helpdesk & Customer Support

May 2022 – Jan 2024

• Delivered both IT Helpdesk and application support across multiple platforms
• Provided technical assistance for Microsoft Teams and related Microsoft 365 tools
• Handled customer inquiries and escalations via phone and email with high satisfaction
• Supported booking systems, troubleshooting backend issues, and syncing with CRM tools
• Managed user credentials, permissions, and remote desktop issues
• Microsoft Adviser Office 365
• Skilled at working independently and collaboratively in a team environment.

Lufthansa — Call Center Agent

Jan 2019 – Dec 2019

• Assisted customers with flight bookings, schedule changes, and account issues
• Provided frontline support for Lufthansa’s digital tools and mobile app
• Handled ticket rebooking and cancellation in GDS systems
• Developed soft skills in communication and time-sensitive task management
• Developed quality employees within call center to take over leadership positions.
• Documented and detailed calls and complaints using call center's CRM database.

Teleperformance (Amazon / ASUS) — Technical Support Agent

• Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.

Jan 2020 – Jun 2022

• Supported customers on technical issues related to ASUS devices and Amazon services
• Performed troubleshooting for hardware and software via remote support tools
• Logged cases and followed up to ensure timely problem resolution
• Educated customers on device usage and best practices
• Streamlined operations with consistent adherence to company policies and procedures related to call center tasks.
• Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.