Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Mohamed  Hossam

Mohamed Hossam

IT Specialist

Summary

Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented IT-Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Methodical IT System Administrator with 6 years maximizing human and technical resource contributions to optimize business operations. Proponent of integrating emerging technologies to heighten IT activity efficiency. Dedicated to enhancing service outcomes and reducing response times to safeguard consistent IT operations.

Overview

4
4
years of professional experience
8
8
years of post-secondary education
4
4
Certificates

Work History

IT Help Desk Officer

EGBank
Cairo
07.2022 - Current
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Assisted with updating technical support best practices for use by team.
  • Documented support interactions for future reference.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Researched product and issue resolution tactics to address customer concerns.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Retained existing clients and developed new accounts by extending high quality and efficient support service.
  • Configured hardware, devices and software to set up work stations for employees.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Provided basic end-user troubleshooting and desktop support.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Configured hardware and granted system permissions to new employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Activated accounts for clients interested in new services.
  • Maintained and updated [Type] customer service database.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Used PowerShell scripting skills to contribute to internal technical tools.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Provided on-call support for critical issues related to everything .
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

IT Specialist

ONA Agency
Cairo
06.2016 - 01.2020
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Performed server backups and changed and replaced backup tapes daily.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Submitted service tickets for equipment maintenance requests.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Configured hardware and granted system permissions to new employees.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Researched product and issue resolution tactics to address customer concerns.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN.
  • Translated complex technical issues into digestible language for non-technical users.
  • Provided documentation on troubleshooting of technical processes to support desk staff.

Education

Bachelors of Computers And Artificial Intelligence - Information Technology And Computer Science

Helwan University
Egypt
10.2014 - 01.2022

Scholarship At NTI - Communication And Systems Administration

The National Telecommunication Institute
Egypt
06.2022 - Current

Skills

Support Ticket System Management

Remote System Analysis

Technical Support Triage

Network Infrastructure Monitoring

Strategic planning

Policies and procedures

Staff Management

Certification

Certified CCNA , The National Telecommunication Institute

11-2022

Certified OSA [Operating Systems Administration] , The National Telecommunication Institute

03-2023

Certified VMware Data Centertualization, The National Telecommunication Institute

04-2023

Certified Cloud Developer Award , IBM

11-2018

Timeline

Certified VMware Data Centertualization, The National Telecommunication Institute

04-2023

Certified OSA [Operating Systems Administration] , The National Telecommunication Institute

03-2023

Certified CCNA , The National Telecommunication Institute

11-2022

IT Help Desk Officer

EGBank
07.2022 - Current

Scholarship At NTI - Communication And Systems Administration

The National Telecommunication Institute
06.2022 - Current

Certified Cloud Developer Award , IBM

11-2018

IT Specialist

ONA Agency
06.2016 - 01.2020

Bachelors of Computers And Artificial Intelligence - Information Technology And Computer Science

Helwan University
10.2014 - 01.2022
Mohamed HossamIT Specialist
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