Printing tool Download PDF

Work experience

Mar 2014Present

IT Field Support Engineer

Al Rayyan For Media & Marketing

responsible for providing 2nd level of supporting all al rayyan sites including (Al rayyan satellite channel , Al Rayyan Printing press, AL Rayyan FM ,Al Rayyan Studios ,Al Rayyan Al Fardan Site ,Al Rayyan Barwa Tower site & Libya TV )


Assist field personnel in providing remote and on-site customer support and services. Develop emergency service plan for customers.

Recommend process improvements to achieve customer service and sales goals. Analyze issues and develop resolutions in a timely fashion.

Plan and schedule customer support related trainings to field staffs.


Provides guidance and training to customer personnel in establishing Educate customer about the product operation and maintenance procedures.


Coordinate onsite contractors for facility support as necessary.


Supervise all product installations and the related repair and maintenance activities when required. Complete service orders and service reports in a timely manner.

Monitor the issue resolution status and time closely.


Act as the main point of contact for customers for any complaints, inquiries and issues.


Update technical manual and reference guides with the recent product updates and developments. Develop training programs to assist support engineers to acquire necessary product expertise.


Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities. Participate in industry events, conferences, meetings to develop business networking and references. Stay updated on latest industry trends and developments.

Jul 2013Mar 2014

ICC internet call center representative 

Vodafone Egypt Telecommunication

1-Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.

2-Providing guidance in areas of professional matters as requested or needed.

3-Applying FCR concept for all customer’s inquires.

4-Prioritizing and achieving multiple tasks, establishing and meeting deadlines.

5-Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.

6-Adhere to Customer Operations Department policies and procedures.

7-Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.

8-Perform standardized activities and tasks efficiently and effectively.

9-Pro-actively reinforce Vodafone’s customer care proposition during all contacts.

10- Handle and retain all the customers’ complaints within the SLA.

11-Handle all USB and mobile internet basic trouble shooting related issues.

12-Supporting corporate queue by handling SME authorized and end-users inquires.

13-Supporting collection queue by handling collections inquires and bills explanation.

14-Explore the required negotiation skills for making payments' deals when needed.

15-Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.

16-Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.

17-Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold

Apr 2012May 2013

Senior system administrator

AL-Wabel Pump Technology and Global Trading (Riyadh Saudi Arabia)

1-managing the servers, which typically involves installing and upgrading the servers, as well as solving any kind of problems with the systems .

2-Must provide the essential software support for the laptops, desktop personal computers, and printers, including the configuration of the hardware devices, testing new software and designing the structure of the network . 

3-monitoring the system configuration, including the server event log .

4-testing the operating system software, the networking software and also the computer hardware .

5-monitoring and developing the procedures for backups of the servers.

6-Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.

7- Establishes guidelines and methods for the installation and management of the host computer operating systems, disk arrays, fiber channel switches, tape libraries and other components.

8-Develops procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse .

9 - Develops procedures, programs and documentation for backup and restoration of host operating systems and host-based applications.

10-Manages the data center and computer host systems including hardware, software and equipment such as air-conditioning system, UPS (uninterrupted power system) and fire protection system.

11-Stays current with technological developments in systems administration technology and recommends ways for host computers to take advantage of new technology.

12-Manages the day-to-day operations of the host computers by monitoring system performance, configuration, maintenance and repair. Ensures that records of system downtime and equipment inventory are properly maintained. Applies revisions to host system firmware and software. Works with vendors to assist support activities.

Feb 2009Jan 2011

System and server administration

continental global trading (Egypt

system and server administrator as followed

 *OS :win server 2008 R2 - good experience in dealing with Linux and Unix systems - fair on dealing with Apple Macintosh servers

 *Responsibilities: responsible for

 1-Deploying new systems on new machines and end devices

2-troubleshooting systems Errors And support 2nd line client support

 3-responsible for installing new server features and services familiar with most features and services available

 4-provide highest level of technical support to all end machines and devices

 5-Advanced knowledge of Active directory , IIS ,Application Infra structure ,Windows Deployment services ,Infrastructure,etc..

 6-very familiar with VMware and Norton server backup and restore systems

 *services Ex.RODC,Trees,NLB,Group policies,Terminal services,IIS,etc..

Jan 2006Jan 2009

Network engineer & Technical support 2nd line

Fathalla hyper mall (IT Department)

Network engineer & Technical support 2nd line


Working as network engineer for 3 years in hyper market for administration and maintenance network devices also troubleshooting techniques


1 - Configuration new routers ,switches ,pda's ,pos and Network end devices

 2 - work on cisco routers 5000 series and 2900-2960 series 3600-3500-3750 and catalyst switches ,patch panels,cat5E & cat6 connectors , SFP & Fiber Optics

 3 - most known routing protocols OSPF - EIGRP - IGRP - RIPV1 - RIPV2 - Frame Relay - Spanning Tree - VTP - TCP - UDP - DHCP - DNS . etc..

 4 - Security configurations ex .IP-Sec ,VPN-Tunnels ,AAA radius authentication, Vans, MAC sticky, Port security, Cisco stateful firewall using CBAC ,Configure ppp with chap & HDLC , Layer 2 LAN and Switch Security ,Access



IT professional certified engineer

faculty of Computer and information technology


Network maintenance  

Network Management System (A+)(Excellent)   &  Network Management System (N+)(Excellent)   &  Network Maintenance and troubleshooting(Very Good) 


With great experience in CCNP Routing, Switching And Tshoot but not certified yet.

MCITP (Microsoft certified IT professional 2008)

MCITP Enterprise administration (Network infrastructure-Active directory -Application infrastructure -Designing- win 7 client) ,worked on win Server 2008 r2 with big experience on Linux systems also

ITIL V3 foundation 

Certified ITIL V3 foundation in IT service management module


Operating Systems:   Windows XP, Windows NT, Windows ME, Windows 2000, Mac 0SX, Mac OS 8.6, Mac 0S9, Linux, Sun OS, OS/2,DOS,Exchange 5.5,win server 2003,win server 2008 R2 .
Software / Applications:   Microsoft Office XP, Microsoft Office 2000, MS Word, MS Access, MS Excel, MS FrontPage, MS Project, MS Visio, MS Site Server, Internet Explorer, Outlook, Outlook Express, PowerPoint, Adobe Photoshop , SQL Server, MySQL, SQL 6.5 & 7.0, Enterprise Manager, IIS, Crystal Reports, Enterprise Manager, Query Analyzer, MAS 90, MAS 200, QuickBooks, QuickBooksPro, World Ship, Oracle
Hardware:   Macintosh, Sun Servers, Compaq, Intel Servers, IBM PC-XT, AT, PS-2, PC clones, Dell, Gateway, 3Com Superstack 3 Switch 2200 with Gigabit Module, 3Com Superstack 3 Remote Access System, Intel Network Adapters, Intel Express 9100 Router, TCP/IP, IPX, Routers, Switches / Hubs, DSL / ISDN / Frame Relay, HP Printers (4000, 4050, 4500, 5si, 8000, P1000, 750c plotter, 1120 and 1000, IBM PC-XT, AT, PS-2; PC clones: Acer, Dell, Gateway, HP9000, IBM 36/38/AAS400


References available upon request.

Work and personal skills

Possesses a Strong Analytic Aptitude •Shows great Attention to Detail

  • Has Excellent Communication Skills
  • Experienced in Problem Solving under great stress situations •Great team leader with ability to be managed by others
  • High technical and trouble shooting skills.
  • Ability to think out of the box.
  • External Market knowledge.
  • Excellent sales and telemarketing skills.
  • Excellent computer skills.
  • Excellent negotiation and listening skills
  • Creative problem solver and decisions maker.
  • Excellent command of English language.
  • Strong interpersonal skills.
  • Flexible team player with ability to work on own initiative and consistently meet demanding deadlines .
  • Must be able to display a capacity for problem solving
  • Ability to handle multiple tasks.
  • Capability to work under high pressure with positive attitude.
  • Team oriented, and able to operate with an ideal team spirit.
  • Dynamic, creative and self-motivated.