Sherif AlMoatassem Bellah AlSherif
Cairo,C
Summary
Seeking for full time job opportunity in the field of communication and network engineering where my education, training, communication & personal skills are further utilized and enhanced.
Overview
15
15
years of professional experience
1
1
Language
Work History
Help Desk supervisor
wavz for digital transformation
02.2022 - Current
- Helpdesk supervisor will lead the helpdesk team to handle/coordinate all network/systems infrastructure tasks using various standard network management tools, internal ticketing systems
- Proactively monitor and lead Helpdesk team to handle Network and systems incidents affecting the NOC Systems and customers' services and ensure maximum availability and performance
- Liaise and coordinate with other departments, service providers, external vendors, and suppliers on all network-related issues
- Monitor the health of network infrastructure and act upon alert/issue arises
- Schedule for network maintenance
- Network monitor failures - Network links Health Monitor failures- Response to CPU, disk, memory-based alerts
- - Network/Systems alerts must be escalated
IT Service Desk
IBM
08.2016 - 11.2021
- Basic troubleshooting of desktop related applications, and providing 1st level support through taking calls and handling emails received on SD mailbox
- Acting as a Single Point of Contact with all IT Teams (SPOC)
- Install, upgrade, support, and troubleshoot windows and Microsoft Office and any other authorized desktop applications
- Install, upgrade, support and troubleshoot for printers and scanners Level 1 remote support for different programs that meets business needs
- Like Cisco jabber, Cisco any connect, MS LYNC, Symantec, Citrix, RSA, enterprise Vault responsible for resolving or escalating customer reported Incidents and Service Requests Follows functional escalation in case the incident resolution times exceed the agreed service levels using the incident management and request fulfillment processes Comply to SD operational processes, procedures and policies to meet the SD Key Performance Indicators define
- Additional Tasks: Creating a consolidated web based knowledge base using PHP, HTML5 & CSS3 containing all the troubleshooting, Installation manual and process
- Constructing T-shoot process flowchart
- Tracking K.B overall progress coding and implementation
- Reviewing added information
System administrator
Phosphatemisr
05.2015 - 08.2016
- Support LANs, WANs, network segments, Internet, and intranet systems
- Maintain system efficiency
- Ensure design of system allows all components to work properly together
- Troubleshoot problems reported by users through analyzing and filtrating reported issues
- Maintain network and system security by recommending future upgrades
- Design and deploy networks
- Perform network address assignment
- Assign configuration of authentication and authorization of directory services
- Maintain network facilities in individual machines, such as drivers and personal computers
- Maintain network servers such as file servers, VPN gateways, and intrusion detection systems
- Beside we are the first line support (acting as developers) for our new ERP system (MICROSOFT DYNAMICS AX)
Drive Test Engineer
Trio Telecom Egypt (subcontractor Vodafone)
12.2014 - 04.2015
- Conducting the following tests: Single site testing
- Clustering drive testing
- KPI testing (drive and stationary)
- Ticketing
- CPEs testing
- Walk indoor test
- Daily report post processing
- Tools (TEMS version5.3.4)
Contact Center Agent
Teleperformance Egypt (Western Union USA)
08.2013 - 10.2014
- Offering money transfer service to customer based in USA, and attract potential customers by answering product and service questions; suggesting information about other products and services
- Maintain customer records by updating account information
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintains financial accounts by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Prepares product or service reports by collecting and analyzing customer information
- Contributes to team effort by accomplishing related results as needed
- (TOOLS: CSC PACKAGE, TMT, WUCCA SOFT PHONE)
Trainee Network Engineer
Orange Business Services
08.2009 - 08.2009
- Configure Voice GWs (Cisco) to support site to site VoIP calls
- Configure Juniper Proxy to support H323/SIP voice calls and separate customer Vlans
- Support Acceptance test execution for new VOIP /IPT sites with on-site Field Engineer
- Validate and Handle change requests
- Troubleshoot and solve escalated problems in a timely manner
- Also been trained on different Protocols, such as: H323, SIP, MGCP & SCCP
Education
B.Sc - Communication Engineering
Modern Academy for Information & Technology
American Diploma - undefined
Rajac American School
IGCSE - undefined
Future British Language School
Skills
Microsoft Office
C
Communication
Presentation
Negotiation
Leadership
Time Management
Trainingcoursescertifications
- MCSA
- Cisco Certified Network Associate (CCNA)
- Advanced mobile package (GSM/GPRS/UMTS/CDMA)
- First aid & CPR certified by the American Red Cross at Cairo American College (CAC)
Militarystatus
Complete
References
Available upon request
Extracurricular Activities
Worked as a life guard, Cairo American College (CAC), Summer of 2006 - 2010
Personal Information
- Place of Birth: Cairo, Egypt
- Date of Birth: 05/02/88
- Nationality: Egyptian
- Marital Status: Single
Timeline
Help Desk supervisor
wavz for digital transformation
02.2022 - Current
IT Service Desk
IBM
08.2016 - 11.2021
System administrator
Phosphatemisr
05.2015 - 08.2016
Drive Test Engineer
Trio Telecom Egypt (subcontractor Vodafone)
12.2014 - 04.2015
Contact Center Agent
Teleperformance Egypt (Western Union USA)
08.2013 - 10.2014
Trainee Network Engineer
Orange Business Services
08.2009 - 08.2009
B.Sc - Communication Engineering
Modern Academy for Information & Technology
American Diploma - undefined
Rajac American School
IGCSE - undefined
Future British Language School