Ahmed Mahmoud Shbana

1st level technical support

• Job Details:Conduct troubleshooting to resolve IT-related and application issues for 500+ users at 3 different sites. Worked with efficient ticketing systems to monitor incoming service desk tickets, track incidents, and troubleshoot issues such as: Bitrix24 and OS-Ticket. Used PFSense as a network monitoring software for monitoring network activity, load balancing and controlling gateways. Dealt with different firewall software to manage internal traffic: Sophos, Kaspersky Endpoint Protection. Got hands-on experience with VoIP software such as: 3CX, Vici, Eyebeam, Cisco IP Communicator. Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users. Developed strong troubleshooting skills through daily hands-on experience, demonstrating the ability to quickly identify root causes of technical issues and effectively handle customers under pressure. This led to improved solution efficiency and reduced response times for technical incidents.