Salah Saeed
IT Support Team Leader, IT Operation
Giza,GZ
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
IT Support Team Leader
E-finance
Egypt, Cairo
01.2022 - Current
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Implemented employee recognition programs that boosted morale and increased retention rates within team.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Improved customer satisfaction by promptly addressing and resolving IT issues.
- Managed hardware inventory, ensuring timely replacements and minimizing equipment downtime.
- Supported end-users in troubleshooting hardware and software problems effectively.
- Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Documented support interactions for future reference.
Senior IT Support Engineer
E-finance
01.2019 - 01.2022
- Implemented a centralized ticketing system to track, prioritize, and resolve IT support requests more efficiently.
- Provided expert-level technical assistance to end users, resolving complex issues in a timely manner.
- Developed customized training materials for staff members to facilitate knowledge retention and improve overall technical competency levels.
- Conducted thorough root cause analyses following incidents, leading to improved preventative measures and reduced recurrence rates.
Infrastructure Engineer
E-finance
01.2018 - 01.2019
- Reduced downtime by proactively identifying and addressing potential issues in the IT infrastructure.
- Migrated legacy systems to modern platforms for increased efficiency and reduced maintenance costs.
- Optimized network performance by implementing advanced infrastructure solutions and monitoring tools.
- Managed and monitored installed systems for highest level of availability.
- Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with business goals.
- Provided Tier-3 support to resolve complex issues for clients and maintain high customer satisfaction levels.
Desktop Support Engineer
E-finance
06.2016 - 01.2018
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Assisted in the planning and execution of IT audits to ensure compliance with industry regulations and best practices.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Monitored systems in operation and quickly troubleshot errors.
- Configured and installed computer systems for other sub-organizations.
Technical Support Customer Service
Te-Data
06.2015 - 05.2016
- To answer the customer TECH. calls only.
- To solve any TECH. problem the customers face.
- Managed high call volumes while maintaining quality service and professionalism under pressure.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
Education
MBA - Master of Business Administration
Cardiff Univirsty
UK 05.2023 - Current
Bachelor of Applied Science in Information Technology - Management Information Systems
Advanced Academy
Egypt 09.2011 - 06.2015
Skills
Issue Resolution
MCSA
MCSE
CCNA
In-Tune MDM
VM-Ware
Hyper-V
Citrix
Microsoft RDP
Technical Support
Work Planning
Incident Management
Team Supervision
Problem-Solving
Call Center Operations
Onboarding and Orientation
Client Support
Customer Success
Technical Account Management
Analytical Thinking
Issue Resolution
Certification
Microsoft Azure Administration Association
Timeline
MBA - Master of Business Administration
Cardiff Univirsty
05.2023 - Current
Microsoft Azure Administration Association
02-2022
IT Support Team Leader
E-finance
01.2022 - Current
ITIL V4 Foundation
03-2019
Senior IT Support Engineer
E-finance
01.2019 - 01.2022
Infrastructure Engineer
E-finance
01.2018 - 01.2019
Desktop Support Engineer
E-finance
06.2016 - 01.2018
Technical Support Customer Service
Te-Data
06.2015 - 05.2016
Bachelor of Applied Science in Information Technology - Management Information Systems
Advanced Academy
09.2011 - 06.2015