Basic Info

Mohamed Marzouk

8 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Network Engineer at Global Knowledge

Experience Details

Network Engineer

IT/Software Development

Experienced (Non-Manager)

Role specific competencies:
Networking
• Understands the issues involved with administering and maintaining corporate infrastructure, including network connectivity, Internet access, email, etc.
• Understands the issues involved in administering and maintaining corporate WAN.
Telephony
• Assists with the administration and maintenance of the telephone system, including telephone switches.
• Assists with the creation of new hire telephone and voicemail extensions, routing extensions to appropriate locations and updating information as Innovator seating assignments change.
Training & Lab Maintenance
• Helps set up and maintain computer stations and software.
• Helps set up and maintain the Learning Studio computer stations.
Internal Systems
• Assists in supporting corporate applications; internal corporate servers, user desktops, etc.
• Assists with basic troubleshooting, backup, and archiving.
• Helps install and improve computer software and network equipment.
New Hire Administration
• Creates network and email accounts for new users.
• Sets up computers for new users and ensures delivery of equipment to users in different locations if necessary.
• Updates company phone lists and email address books.
Help Desk Administration
• Helps answer all trouble calls/emails and enters work orders into our tracking software.
• Assists in administering and maintaining local and web-based versions of our tracking software.
• Assists in the administration and maintenance of Internal Systems programs.
• Interacts with internal clients to resolve basic help desk issues; communicates with internal clients in a professional manner maintaining confidentiality.
• Provides responses to internal clients in a timely manner.
Asset Management
• Assists with the inventory management of software licenses, software, hardware, and other IT supplies.
• Assists with the purchase of software, hardware and other IT supplies.
• Promotes responsible usage and care of corporate equipment.

Career Path core competencies:
Communication
• Listens to others and accepts input from team members.
• Clearly articulate ideas and thoughts verbally.
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
• Relays relevant IT-related information to the company in a timely manner.
Professional qualities
• Leadership
• Displays a positive attitude
• Demonstrates flexibility in day-to-day work.
• Sets high standards of performance for oneself.
Teamwork
• Establishes harmonious working relationships with team members.
• Appreciates each team member's contributions and values each individual member.
Client Management
• Values internal clients and responds to their needs as they arise.
• Establishes effective working relationship with internal clients.
• Follows established communication guidelines.
• Uses good judgment in what and how to communicate with internal clients.

Organizational responsibilities
Innovator Development
• Understands the professional development process and becomes actively involved by setting challenging goals and meeting them through continuous learning.
• Seeks input from mentors and supervisors.
• Actively applies feedback received to day-to-day work and strives to improve performance.
Internal Operations
• Accurately completes and submits time and expense reports in a timely manner.
• Accurately completes and submits status reports in a timely manner.
• Complies with all company policies and procedures.
• Participates in the implementation and support of IT-related policies.
• Keeps workroom neat, organized and secure.


Company Details

Global Knowledge (multinational)

Cairo, Egypt

N/A

Information Technology Services, Computer and Network Security , Construction - Industrial Facilities and Infrastructure

http://www.globalknowledge.com.eg/

Feb 2013 to present (3 years 10 months)
Service Desk Team Leader at Global Knowledge

Experience Details

Service Desk Team Leader

IT/Software Development

Experienced (Non-Manager)

General
• Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets
• Responsible for ensuring the smooth day to day running of the IT Service Desk,
• Responsible for ensuring IT Service Desk staff coverage, call levels and SLA compliance
• First point of support for IT Service Desk staff.
• Initial escalation point for all user requests.
• Carries out first line support for all aspects of the Commission’s IT infrastructure on all sites in person, on the phone and via remote connection.
• Carries out faultfinding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Operations Manager (Services) or other relevant resource.
• Sets up and installs replacement IT equipment in line with replacement policy.
• Carries out other administrative duties including user creation, password resetting and other related duties.
• Monitors, checks backups, and backup routines to provide security of the data held.
• Ensures systems are kept up to date with patches and antivirus updates
• Checks Spam logs and relevant notifications where required.
• Responsible for maintaining the IT Asset Database.
• Provides support to the IT Operations Manager (Services).
• Represents the department where required.
• Responsible for following established IT processes and supporting new ones.

Team Performance
• To assist in the promotion of best practice within the IT Service Desk team
• To ensure SLA compliance for the IT Service Desk team

Project Responsibilities
• To assist and participate in IT and other departmental Projects where requested
• To manage small projects as requested


Company Details

Global Knowledge (multinational)

Cairo, Egypt

501-1000 employees

Education

Globalknowledge.com

Jun 2012 to Feb 2013 (8 months)
IT System Support at Global Knowledge

Experience Details

IT System Support

IT/Software Development

Experienced (Non-Manager)

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.


Company Details

Global Knowledge (multinational)

Riyadh, Saudi Arabia

501-1000 employees

Information Technology Services, Computer Networking , Education

www.globalknowledge.com

Oct 2010 to Jun 2012 (1 year 8 months)
IT Engineer at Global Knowledge

Experience Details

IT Engineer

IT/Software Development

Entry Level

• Recording computer information such as occurring problems, operating time and actions taken
• Performing scheduled and regular maintenance checks on computer terminals and desktop PCs
• Loading peripheral equipment in use with selected materials for operation and overseeing computer-related operations
• Determining the tools and equipment required to undertake a particular job and making necessary requisitions reviewing upcoming schedules to facilitate smooth operations in the next session.
• Continuously monitoring the IT systems for equipment malfunction, failure or errors in performance
• Typing commands and transferring encoded data into the computer storage
• Entering commands into a computer terminal and activating controls on computers and peripheral equipment to operate the equipment


Company Details

Global Knowledge (multinational)

Cairo, Egypt

501-1000 employees

Education

www.globalknowledge.com

Mar 2008 to Oct 2010 (2 years 7 months)

Achievements


•Awareness session for users how to request current services and new service if needed to get support faster and user feedback satisfaction to improve IS services. •Prepare Monthly Pack Report for Management (Remedy Tickets in 6 Months, Printing Report for Xerox, Egypt & Lebanon Users & Computers, Projects and Achievements for IS Team. •Enhance Fire System inside data center to detect heating and smoke. •Make documentations, Inventory and implement Fixed Asset Tagging Project. •Increasing the loyalty or satisfaction of existing customers. •Solving and decreasing customer complaints by find root cause of repeated incidents to avoid next time.

Education

BSc in Management Information Systems

Education Details

BSc

Management Information Systems

New Cairo Academy for Science & Arts - NCA, Egypt

B / Very Good / 75 - 85%

N/A

N/A

New Cairo Academy for Science & Arts - NCA
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Dr. Abdel Aziz El-Sayed

Egypt

2006

B / Very Good / 75 - 85%

N/A

Dr. Abdel Aziz El-Sayed
2006

Certifications

Certificate details

• (CCNA) Cisco Certified Network Associate 640-802

May 2011

920 out of 1000

N/A

N/A

Cisco

• Interconnecting Cisco Networking Devices Part 1 (ICND 1)
• Interconnecting Cisco Networking Devices Part 2 (ICND 2)

Certificate details

Cisco Certified Network Professional (CCNP)

Mar 2012

870 out of 1000

N/A

N/A

Cisco

• (Switch) Implementing Cisco IP Switched Networks 642-813
• (Route) Implementing Cisco IP Routing 642-902
• (TSHOOT) Troubleshooting and Maintaining Cisco IP Networks 642-832

Certificate details

• Juniper Networks Certified Internet Associate (JNCIA-Junos)

Mar 2012

N/A

N/A

N/A

Juniper

• Juniper Networks Certified Internet Associate (JNCIA-Junos)

Certificate details

(Arch) Designing Cisco Network Service Architectures 642-874

Dec 2014

1000 out of 1000

http://www.cisco.com

N/A

Cisco

(Arch) Designing Cisco Network Service Architectures 642-874

Certificate details

• (JNCIS-ENT) Juniper Networks Certified Internet Specialist - Enterprise Routing and Switching

Feb 2015

920 out of 1000

N/A

N/A

Juniper

• (JNCIS-ENT) Juniper Networks Certified Internet Specialist - Enterprise Routing and Switching

Training and Courses

Training/Course Details

MCITP 2008

Feb 2009

Global Knowledge

• Deploying Windows Server 2008…. #6418C • Configuring, Managing and Maintaining Windows Server 2008…. #6419B • Fundamentals of Windows Server 2008…. #6420B • Configuring and Troubleshooting a Windows Server 2008 Network Infrastructure…. #6421 • Implementing and Managing Windows Server 2008 Hyper-V…. #6422 • Installing and Configuring Windows 7 Client…. #6292

Training/Course Details

MCSE 2003

Dec 2008

Global Knowledge

• Installing, Configuring, and Administering Microsoft Windows XP Professional…. #2272C • Installing, Configuring, and Administering Microsoft Windows 2003 Server…. #2273B • Implementing a Microsoft Windows Server 2003. Network Infrastructure: Network Hosts…. #2276C • Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure…. #2277C

Training/Course Details

CCNA

Apr 2011

Global Knowledge

• Interconnecting Cisco Networking Devices Part 1 (ICND 1) • Interconnecting Cisco Networking Devices Part 2 (ICND 2)

Training/Course Details

CCNP

Mar 2012

Global Knowledge

• Implementing Cisco IP Switched Networks (Switch) • Implementing Cisco IP Routing (Route) • Troubleshooting and Maintaining Cisco IP Networks (TSHOOT)

Training/Course Details

JNCIA

May 2012

Global Knowledge

• (JNCIA-Junos) Juniper Networks Certified Internet Associate

Training/Course Details

CCDP

Nov 2014

Global Knowledge

• (Arch) Designing Cisco Network Service Architectures 642-874

Training/Course Details

JNCIS-ENT

Feb 2015

Global Knowledge

• (JNCIS-ENT) Juniper Networks Certified Internet Specialist - Enterprise Routing and Switching

ITIL v3 at EXIN
Feb 2014

Training/Course Details

ITIL v3

Feb 2014

EXIN

ITIL v3 (Information Technology Infrastructure Library)

Training/Course Details

ISO 270001

Jul 2012

ISO

ISO 270001 ISMS (Information Security Management Systems)

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Profile Skills and Keywords

(Arch) Designing Cisco Network Service Architectures 642-874AdministrationAnalyticalArabicBuilding StuffBusiness PlanningBusiness-orientedCCDPCCNACCNPCisco Certified Network Professional (CCNP)CommunicatorComputerComputer And Network SecurityComputer MaintenanceComputer NetworkingComputer ScienceComputer SkillsConstruction - Industrial Facilities And InfrastructureCreativeCustomer ServiceEducationEnglishFrenchGlobal KnowledgeGoing For WalksHard WorkerISO 270001ITIT EngineerIT System SupportITILITIL V3Information Technology (IT)Information Technology ServicesInternetInternet SearchJNCIAJNCIS-ENTMCITP 2008MCSE 2003Management Information SystemsMusicNetwork EngineerNetworkingNetworksService Desk Team LeaderSoftware DevelopmentSystem EngineerTalking To PeopleTechnical Analysis (CCNA) Cisco Certified Network Associate 640-802 (JNCIS-ENT) Juniper Networks Certified Internet Specialist - Enterprise Routing And Switching Juniper Networks Certified Internet Associate (JNCIA-Junos)

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Beginner

: Intermediate

: Intermediate

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

3-5 years

Computer

Computer

: Expert

: Extreme - I love it!

:

3-5 years

Networks

Networks

: Expert

: Extreme - I love it!

:

3-5 years

CCNA

CCNA

: Expert

: Extreme - I love it!

:

3-5 years

Internet Search

Internet Search

: Expert

: Extreme - I love it!

:

3-5 years

Computer Skills

Computer Skills

: Expert

: Extreme - I love it!

:

3-5 years

Computer Science

Computer Science

: Expert

: Extreme - I love it!

:

3-5 years

Computer Maintenance

Computer Maintenance

: Expert

: Extreme - I love it!

:

3-5 years

Networking

Networking

: Advanced

: Extreme - I love it!

:

3-5 years

Information Technology (IT)

Information Technology (IT)

: Advanced

: High

:

3-5 years

Customer Service

Customer Service

: Advanced

: High

:

1-3 years

Administration

Administration

: Advanced

: High

:

3-5 years

Business Planning

Business Planning

: Intermediate

: High

:

Less than 1 year

ITIL

ITIL

: Intermediate

: High

:

1-3 years

Fields of Expertise

Networks

Networks

: Expert

: Extreme - I love it!

:

3-5 years

Technical Analysis

Technical Analysis

: Expert

: Extreme - I love it!

:

3-5 years

Business Planning

Business Planning

: Advanced

: High

:

1-3 years

System Engineer

System Engineer

: Advanced

: High

:

1-3 years

Key Skills

Analytical, Business-oriented, Communicator, Hard worker, Creative

Online Presence

http://eg.linkedin.com/pub/mohamed-moataz/27/a98/4b3/MoatazM

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