Moustafa Fouad
IT Senior Technical Support
Summary
I am a motivated IT Senior Technical Support professional with extensive experience in technical support, systems management, and network infrastructure. I excel in utilizing modern AI tools for efficient problem-solving and prefer AI-powered solutions to enhance productivity. I am committed to delivering high-quality support and managing complex IT environments effectively.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Freelance System Engineer
Freelance System Engineer
- Provided remote support to US-based clients for system management and technical troubleshooting
- Remote system engineering service
IT Senior Technical Support
El Gharably for Integrated Engineering Works
01.2015 - Current
- Led a proactive support team delivering high-quality, customer-focused service via a ticketing system
- Maintained and managed critical Windows-based server environments
- Handled network troubleshooting and connectivity issues
- Managed Active Directory, user accounts, and access controls
- Oversaw system upgrades and disaster recovery solutions
- Purchased and managed IT equipment and software within budget
- Provided support in national-scale infrastructure projects for over 1,000 users
- Promoted to West Sector Manager, leading IT operations in the North Coast and Marsa Matrouh
- A company specializing in integrated engineering solutions
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations, and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
-
Higher Institute For Computer Science And Information Systems
AboukirSkills
- Active Directory administration
- Network infrastructure proficiency
- CCTV system management
- Cisco networking
- CRM software proficiency
- Network configuration management
- DNS troubleshooting skills
- Version control expertise
- Hyper-V administration
- Experienced in managing Microsoft infrastructure solutions
- Proficient in network infrastructure solutions
- Experienced with Microsoft Office applications
- Skilled in navigating Microsoft Windows environments
Technical support
Technical analysis
Systems analysis
Network infrastructure administration
Project management
Mobile devices
Server management
Configuration management
Application support
Analytical thinking
Virtualization technologies
Systems analysis and design
Hardware configuration
IT management
Switches and routers
LAN/WAN
Virtualization
Disaster recovery
Skilled in [hardware]
Data storage solutions
Information security
Vendor management
Enterprise architecture
Network administration
Software installation
System monitoring
Hardware troubleshooting
Documentation and reporting
System architecture
System administration
Networking protocols
System integration
Systems engineering
Infrastructure design
Backup testing
User support
System troubleshooting
Infrastructure development
TCP/IP protocol
TRAINING / COURSES
- Microsoft Certified Solutions Associate (MCSA)
- Microsoft Certified Solutions Expert (MCSE)
- CompTIA A+
- CompTIA Network+ (N+)
- Cisco Certified Network Associate (CCNA)
- Sophos Firewall Administration
KEY ACHIEVEMENTS
- Cost Efficiency Leader: Saved the company 30% on IT purchases through budget management.
- Project Management Success: Successfully led IT projects supporting over 1,000 users.
- System Maintenance Expert: Reduced system downtime by 40% through proactive maintenance.
- Customer Service Improvement: Increased customer satisfaction scores by 25% via improved support services.
STRENGTHS
- Problem-Solving Skills: Excellent problem-solving and troubleshooting
- Communication Skills: Strong communication and customer service
- Organizational Skills: Highly organized and proactive
- Leadership Skills: Leadership and team management
Timeline
IT Senior Technical Support
El Gharably for Integrated Engineering Works
01.2015 - Current
Freelance System Engineer
Freelance System Engineer
-
Higher Institute For Computer Science And Information Systems