Basic Info

Ahmed Lotfy

10 years

Alexandria, Egypt

Bachelor's Degree

Manager

Work Experience

Technical Leader, IT Operations Engineer at The New Library of Alexandria "Bibliotheca Alexandrina"

Experience Details

Technical Leader, IT Operations Engineer

IT/Software Development, Installation/Maintenance/Repair, Customer Service/Support

Manager

-Providing leadership & technical guidance to all levels of Engineers & specialists.
-Training new employees & compiling procedural documentation.
-Responsible for supporting the company's clients, more than 2,500 users, at all levels as part of a helpdesk & communication team, providing them with services ranging from software installation, troubleshooting & supporting for desktop applications, ensuring that all hardware & software is configured & installed correctly.
-Preparing Software and Hardware Technical Specifications for IT purchasing operations & tenders, in addition to BA Software licensing control.
-Administrate the management of the IT resources through an inventory system & generate regular reports.
-Dispatching of requests is carried out through the IT Support Call Center application.
-Decomposing & solving remote users problems.
-Supporting BA PBX: Administrating the telephone System, Operation & Maintenance of the library’s “Avaya S8800 Media Server, G650 Media Gateway, with competent experience in Avaya Aura CM 5.2, including CMS Reporting, Call accounting, Avaya Intuity Audix LX Voicemail administration.
-Performing all adds, moves, & changes in PBX's & related telephony equipment.
-IP Telephony Implementation, including provisioning of circuit cards, trunk & VoIP phones.
-Operating BA external sites PBX: Siemens Hi-Path 3800, Panasonic, Avaya IP Office and Cisco CM 4.2.
-Leading a group of technicians in applying variations & troubleshooting hardware, network & telephone system problems.
-Installing & Configuring Communication Solutions like Leased Lines.
-Providing support for Windows & Macintosh issues.
-Preparing & arranging Video-Conferencing events.
-Support conferences, workshops & events held in BA like Wikipedia 2008 & Bio-vision.
-Managing & supporting Plasma Screens through network applications to display live streams & schedule of events, conferences.


Company Details

The New Library of Alexandria "Bibliotheca Alexandrina" (multinational)

Alexandria, Egypt

More than 1000 employees

Information Technology Services, Information Technology Services, Non-Profit Organizations

www.bibalex.org

Jul 2014 to present (2 years 5 months)
Acting Head of Helpdesk Unit at Bibliotheca Alexandrina

Experience Details

Acting Head of Helpdesk Unit

IT/Software Development, Installation/Maintenance/Repair, Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Bibliotheca Alexandrina (multinational)

Alexandria, Egypt

N/A

Information Technology Services, Information Technology Services, Non-Profit Organizations

www.bibalex.org

Jul 2012 to Jul 2014 (2 years)
Senior Communication and Technical Support Engineer at Bibliotheca Alexandrina

Experience Details

Senior Communication and Technical Support Engineer

IT/Software Development, Installation/Maintenance/Repair, Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Bibliotheca Alexandrina (multinational)

Alexandria, Egypt

More then 1000 employees

Information Technology Services, Information Technology Services, Non-Profit Organizations

www.bibalex.org

Jul 2008 to Jul 2012 (4 years)
Technical Support Engineer at Bibliotheca Alexandrina

Experience Details

Technical Support Engineer

IT/Software Development, Installation/Maintenance/Repair, Customer Service/Support

Entry Level

N/A


Company Details

Bibliotheca Alexandrina (multinational)

Alexandria, Egypt

More then 1000 employees

Information Technology Services, Information Technology Services, Non-Profit Organizations

www.bibalex.org

Sep 2005 to Jul 2008 (2 years 10 months)

Education

Bachelor's Degree in Bachelor of Science in Electrical Engineering

Education Details

Bachelor's Degree

Bachelor of Science in Electrical Engineering

University of Alexandria, Egypt

C / Good / 65 - 75%

Electronics and Communications

N/A

University of Alexandria
1998 - 2003
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El-Nasr Boys' School (EBS)

Egypt

1998

A / Excellent / 85 -100%

The general secondary education certificate examination (science section) at British language school. Grade: Excellent (97.6%)

El-Nasr Boys' School (EBS)
1998

Certifications

Certificate details

CCNA & CCNP Certificated Cisco Academy

Dec 2007

N/A

N/A

N/A

MCIT Scholarship

CCNA & CCNP Certificated Cisco Academy and International CCNA Certification according to MCIT Scholarship, attendant in Arab Academy of Science and Technology.

Training and Courses

Training/Course Details

PMP 5th edition

Jul 2014

Orascom Training & Technology

N/A

Training/Course Details

ITIL v3: Service Management Foundation

Sep 2013

Global Knowledge

N/A

This profile is fresh!
Last update 25 days ago.

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Profile Skills and Keywords

Acting Head Of Helpdesk UnitAdaptiveAnalyticalArabicBachelor Of Science In Electrical EngineeringBibliotheca AlexandrinaCCNA & CCNP Certificated Cisco AcademyCommunication SkillsCustomer Facing SkillsCustomer ServiceCustomer-orientedEnglishFlexibleHelpdeskHighly AnalyticalITITIL V3: Service Management FoundationInformation Technology ServicesInstallationLeadershipMaintenanceManagementNon-Profit OrganizationsPMP 5th EditionProblem SolverRepairSenior Communication And Technical Support EngineerSoftware DevelopmentSoftware InstallationSolving ProblemsSupportSupportiveTeachingTechnical Leader, IT Operations EngineerTechnical SupportTechnical Support EngineerTelecommunicationThe New Library Of Alexandria "Bibliotheca Alexandrina"Troubleshooting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Fluent

: Intermediate

: Intermediate

Fields of Expertise

Troubleshooting

Troubleshooting

: Expert

: Extreme - I love it!

:

More than 7 years

Leadership

Leadership

: Expert

: Extreme - I love it!

:

3-5 years

Helpdesk

Helpdesk

: Expert

: Extreme - I love it!

:

More than 7 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

More than 7 years

Customer facing skills

Customer facing skills

: Expert

: Extreme - I love it!

:

More than 7 years

Highly Analytical

Highly Analytical

: Expert

: Extreme - I love it!

:

More than 7 years

Software Installation

Software Installation

: Advanced

: Extreme - I love it!

:

More than 7 years

Teaching

Teaching

: Advanced

: Extreme - I love it!

:

3-5 years

Solving Problems

Solving Problems

: Advanced

: Extreme - I love it!

:

More than 7 years

Communication Skills

Communication Skills

: Advanced

: Extreme - I love it!

:

More than 7 years

Telecommunication

Telecommunication

: Intermediate

: Medium

:

More than 7 years

Management

Management

: Intermediate

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Customer-oriented, Problem Solver, Flexible / Adaptive, Supportive

Online Presence

https://eg.linkedin.com/in/anazmy

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