MOSTAFA MOHAMMED ALKELANI
Shbeen Alkaum,Egypt
Summary
Accomplished IT professional with extensive expertise in IT & Technical Support, specialising in L1 and L2 support, technical troubleshooting, and incident management. Proficient in managing ticketing systems such as ServiceNow, Jira, Salesforce, and Remedy to ensure efficient remote support and root cause analysis. Demonstrates strong capabilities in Microsoft systems, Windows OS, Office 365, Active Directory, and Group Policy management. Skilled in network troubleshooting including TCP/IP, DNS, DHCP, VPNs as well as LAN/WAN configurations. Experienced in virtualisation technologies like VMware and Hyper-V alongside backup security and recovery strategies. Competent in data protection measures with foundational knowledge of SIEM tools such as Splunk and Q-Radar for basic incident response and log analysis. Adept at server management across MySQL databases and Linux operating systems. Committed to advancing career goals by leveraging technical acumen to drive innovative solutions within dynamic IT environments.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Technical Support Specialist
Acronis
Sofia, Remote
2024.10 - Current
- Provide Level 2 technical support for enterprise backup, recovery, and data protection solutions in Windows-based environments.
- Support customers with deployment, configuration, and optimization to improve system availability and data reliability.
- Analysed technical data to understand root causes of security breaches.
- Supported team to follow security engineering best practices on all aspects of project definition and delivery.
- Collected, analysed and interpreted qualitative and quantitative data from multiple sources.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
Incident Network Engineer
VOIS
Cairo, Egypt
2023.06 - 2024.07
- Configured routers, switches and firewalls to deploy and support LAN, WAN and wireless networks.
- Performed root cause analysis and escalation for critical network events
- Worked closely with engineering teams to maintain stable network operations.
- Troubleshot network issues and provided rapid solutions to limit downtime.
- Analysed reported technical issues to diagnose, trace and correct issues.
Freelance Technical Support Advisor
PEXLY
Berlin, Remotely
2023.07 - 2023.08
- Delivered remote technical support for software, hardware, and network-related issues to international clients.
- Provided bilingual technical support in English and German with 98% customer satisfaction rate.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Implemented security measures to protect sensitive data.
Technical Support Engineer
Concentrix (Vendor for Microsoft)
Cairo, Egypt
2021.11 - 2023.06
- Delivered Level 2 technical support for Windows OS, Microsoft 365, and Office applications.
- Managed Active Directory users, groups, permissions, and basic Group Policy tasks.
- Handled incident escalation and ensured compliance with service-level agreements.
- Reduced ticket resolution time by improving troubleshooting and resolution workflows.
Customer Service Representative (German Language)
Vodafone Germany (VOIS)
Cairo, Egypt
2017.02 - 2021.11
- Provided technical and customer support for Vodafone Germany clients via phone, email, chat, and messaging platforms.
- Maintained high customer satisfaction through clear communication and issue resolution.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Increased sales through effective negotiation and persuasion techniques.
- Managed 50+ daily calls, taking orders and escalated cancellations.
Education
Bachelor's Degree - German language
Al-Azhar University
Egypt 2013.09 - 2018.05
Skills
- IT & Technical Support
- IT Support (L1 / L2)
- Technical Troubleshooting
- Incident Management
- Ticketing Systems (ServiceNow, Jira, Salesforce and Remedy)
- Remote Support
- Root Cause Analysis
- Microsoft & Systems & Windows OS & Microsoft 365 & Office 365
- Active Directory
- Group Policy (GPO)
- TCP/IP
- DNS
- DHCP
- VPN
- LAN / WAN
- Network Troubleshooting
- Virtualisation (VMware- Hyper-V)
- Backup & Security & Recovery
- Data Protection
- SIEM (Splunk, QRadar – basic)
- Incident Respons
- Server management
- MySQL
- Linux operating systems
- Splunk use capability
- Understanding of encryption methodologies
- Cloud risk analysis
- Data privacy regulations knowledge
- Security analysis
Certification
- CCNA (VOIS & IT Gate Academy)
- MCSA (IT Gate Academy)
- Linux Admin 1 (IT Gate Academy)
- Microsoft Azure Fundamentals (Google - Coursera)
- Google IT Support Professional Certificate (Google - Coursera)
- System Administration and IT Infrastructure Services (Google - Coursera)
- The Bits and Bytes of Computer Networking (Google - Coursera)
- Cybersecurity (NTI)
- CEH (IT Gate Academy)
- CSA (IT Gate Academy)
Languages
Arabic (Native)
English (Fluent)
German (C1)
INTERNSHIP & TRAINING
- SOC Analyst Intern – IT Gate Academy
- 2025-Present
- - Monitor and analyze security events using SIEM tools such as Splunk and IBM QRadar.
- - Perform basic incident investigation, log analysis, and threat identification.
- - Gain hands-on exposure to cybersecurity operations and security monitoring processes.
AVAILABILITY
- Open to relocation
- Available for on-site, hybrid or remotely roles
Timeline
Technical Support Specialist
Acronis
2024.10 - Current
Freelance Technical Support Advisor
PEXLY
2023.07 - 2023.08
Incident Network Engineer
VOIS
2023.06 - 2024.07
Technical Support Engineer
Concentrix (Vendor for Microsoft)
2021.11 - 2023.06
Customer Service Representative (German Language)
Vodafone Germany (VOIS)
2017.02 - 2021.11
Bachelor's Degree - German language
Al-Azhar University
2013.09 - 2018.05