Basic Info

Amir Hanna

11 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

IT service desk officer at Credit Agricol Bank

Experience Details

IT service desk officer

Administration, IT/Software Development, Installation/Maintenance/Repair

Experienced (Non-Manager)

 Enhancing HP service manager by collecting new services, error descriptions, and solutions.
 Communicating the end-users with I.T. announcement .
 Generating performance reports for I.T. teams to be reviewed by I.T. governance using SQL statement from ITSM DB .
 Managing , re-routing and follow-up incidents already escalated to 2nd level support.
 Managing problems escalated to outsourcing company.
 Receive users telephone calls and recording problems at ITSM.
 Assists staff with the installation, configuration ,troubleshooting and ongoing usability of desktop computers.
 Microsoft active directory users administrations.
 Observe critical problem could be occurred during the day and impacted the business continuity.
 Trains and orients new staff
 Enhancing team performance and knowledge base transfer.
 Network monitoring and trouble shooting.
 Printers trouble shooting and installation.
 Creation and modifications for Flexcube v12 applications.
 Managing outsourcing printing support team
 Acting as Helpdesk manager from June 2015 till February 2016


Company Details

Credit Agricol Bank

Cairo, Egypt

More than 1000 employees

Banking

www.ca-egypt.com

May 2014 to present (2 years 7 months)
IT Helpdesk Engineer at International Business services to Credit Agricole Bank

Experience Details

IT Helpdesk Engineer

IT/Software Development, Installation/Maintenance/Repair

Experienced (Non-Manager)

 Trouble shooting , analysis, resolve and/or escalate interactions opened by end users.
 Receive users telephone calls and recording problems at ITSM.
 Assists staff with the installation, configuration ,troubleshooting and ongoing usability of desktop computers.
 Microsoft active directory users administrations.
 Users creation and modifications for Bank Made applications.
 Users creation and modifications for Flexcube applications.
 Users creation and modifications for corporate online banking applications.
 Coordinating with outsourcing company for supporting applications.
 Re-routing and follow-up incidents already escalated to 2nd level support.
 Observe critical problem could be occurred during the day and impacted the business continuity.
 Trains and orients new staff
 Enhancing team performance and knowledge base transfer.
 Network monitoring and trouble shooting.
 Printers trouble shooting and installation.


Company Details

International Business services to Credit Agricole Bank

Cairo, Egypt

More than 1000 employees

Banking

www.ca-egypt.com

May 2007 to May 2014 (7 years)
Technical Support at Ministry of Justice

Experience Details

Technical Support

IT/Software Development, Installation/Maintenance/Repair

Experienced (Non-Manager)

installing software/hardware , network administration


Company Details

Ministry of Justice

Cairo, Egypt

More than 1000 employees

Government

N/A

Oct 2005 to May 2007 (1 year 7 months)
IT technical support (intern) at Egyptian American Bank

Experience Details

IT technical support (intern)

IT/Software Development

Entry Level

Supporting end user (installing software and hardware)


Company Details

Egyptian American Bank

Cairo, Egypt

More than 1000 employees

Banking

N/A

Jun 2004 to Feb 2006 (1 year 8 months)

Education

Computer Sciences in Computer sciences

Education Details

Computer Sciences

Computer sciences

Cairo Higher Institute for Computer, Information Systems and Administration, Egypt

C / Good / 65 - 75%

Math , Phisycs , programing language structure and compiling , micro processors and electronic gates

Project one :Inventory database application Project 2 : Image restoration enhancment

Cairo Higher Institute for Computer, Information Systems and Administration
2000 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Lycee La Libertee

Egypt

2000

C / Good / 65 - 75%

Math section

Lycee La Libertee
2000

Training and Courses

Training/Course Details

ITIL Foundation V3

May 2016

Global Knowledge

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdministrationAnalyticalArabicBankingComputer SciencesEnglishFrenchGovernmentHP Service ManagerHandles StressITIT Helpdesk EngineerIT Service DeliveryIT Service Desk OfficerIT Technical SupportITIL Foundation V3InstallationLeaderMaintenancePlannerProblem SolverRepairSoftware DevelopmentTechnical SupportTechnologies

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

HP Service Manager

HP Service Manager

: Expert

: Extreme - I love it!

:

5-7 years

Fields of Expertise

IT service Delivery

IT service Delivery

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Planner, Problem Solver, Handles Stress

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