Mariam Tamer Assem
Lenovo X86 Server Support
Egypt,,C
Summary
Support professional with strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.
Overview
5
5
years of professional experience
4
4
Certificates
3
3
Languages
Work History
Remote Support Engineer – Lenovo X86 Server Support
IBM
07.2025 - Current
- Own, investigate, and resolve complex enterprise infrastructure incidents
- Perform advanced log analysis, system diagnostics, and architecture-level troubleshooting
- Support Windows-based workloads running on enterprise server environments
- Troubleshoot Windows networking, storage, and performance-related issues
- Collaborate with Level 3 engineering and cross-functional teams to drive resolution
- Contribute to product and process improvement by identifying recurring technical patterns
- Ensure secure configuration practices aligned with data security standards
- Maintain detailed technical documentation to improve knowledge sharing and team readiness
PC Hardware & Windows Support Engineer
IBM
10.2024 - 07.2025
- Diagnosed Windows OS, driver, networking, and configuration issues
- Supported system architecture validation and performance troubleshooting
- Assisted in Windows installation, configuration, and update-related issues
- Resolved TCP/IP and connectivity-related technical incidents
- Worked closely with escalation teams to resolve advanced Windows networking cases
Quality Assurance Evaluator – Escalations & Process Improvement
Concentrix
10.2022 - 10.2024
- Analyzed complex technical support cases for resolution accuracy and business value impact
- Identified recurring technical defects and collaborated with operational leadership for improvement
- Contributed to digital transformation initiatives through process optimization
- Mentored team members on structured troubleshooting and technical communication
- Improved adoption of best practices across delivery teams
Technical Customer Support Representative
Majorel
06.2021 - 10.2022
- Provided structured troubleshooting for technical and account-related environments
- Managed high-volume support cases in fast-paced digital environments
- Applied active listening and solution-driven communication
Education
M.D. - Software Engineering
Helwan University
04.2001 -
Bachelor - Information Systems
Helwan University
01-2024
Skills
Windows Architecture & Administration
Windows System Administration (Client & Server)
Windows Server Configuration & Troubleshooting
Registry Management (fundamentals)
File Storage & NTFS Permissions
User Accounts & Access Control
Event Logs & Auditing
Performance Monitoring (Resource Monitor, PerfMon fundamentals)
Windows Update & Patch Management (exposure)
Windows Installation & Automated Deployment (conceptual understanding)
Windows Activation & Licensing (exposure)
Windows Networking & Infrastructure
TCP/IP Configuration & Troubleshooting
DNS Fundamentals & Name Resolution
DHCP Fundamentals
Remote Desktop Services (RDP configuration support)
VPN & Remote Access Concepts
SMB / Remote File Systems
Network Tracing (basic analysis)
Troubleshooting Windows Networking Issues
Identity, Security & Data Protection
Active Directory Concepts & Topology (fundamentals)
Group Policy Fundamentals
Kerberos Authentication (conceptual knowledge)
BitLocker Fundamentals
Public Key Infrastructure (PKI – foundational knowledge)
Data Security Best Practices
Access Control & Identity Management
Cybersecurity Awareness in Enterprise Environments
Virtualization & Cloud-Ready Skills
Hyper-V Fundamentals
Virtual Machine Deployment Concepts
Virtual Networking Concepts
Clustering & Resilient Storage Concepts (introductory knowledge)
Automation & Development Exposure
PowerShell (foundational scripting & automation)
NET Core (academic exposure)
REST APIs & NET API concepts
Python (automation basics)
JSON Data Handling
Application Installation & Management
Data Platforms & Business Value Awareness
Relational Databases (MySQL)
Data Platform Fundamentals
Understanding of system scalability and performance optimization
Business impact analysis during incident resolution
Driving adoption of technical best practices
Troubleshooting skills
Debugging skills
Hardware troubleshooting
Hardware support
Technical analysis
Software support
Programming
Certification
IBM Watsonx Essentials
Timeline
Remote Support Engineer – Lenovo X86 Server Support
IBM
07.2025 - Current
PC Hardware & Windows Support Engineer
IBM
10.2024 - 07.2025
Quality Assurance Evaluator – Escalations & Process Improvement
Concentrix
10.2022 - 10.2024
Technical Customer Support Representative
Majorel
06.2021 - 10.2022
M.D. - Software Engineering
Helwan University
04.2001 -
Bachelor - Information Systems
Helwan University
LANGUAGES
English - Fluent
French - Native/Bilingual
Arabic - Native