Basic Info

Name: Ahmed Amer

Professional Experience: Less than 1 year

Location: Cairo, Egypt

Highest Education: Bachelor's Degree

Career Level: Experienced

Work Experience

Remote Support Service Desk Engineer at IBM

Experience Details

Job Title: Remote Support Service Desk Engineer

Job Role: IT/Software Development, Installation/Maintenance/Repair, Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: • Troubleshooting of desktop related applications and providing 1st level support through taking calls and handling emails received on SD mailbox.
• Acting as a Single Point of Contact with all IT Teams (SPOC).
• Install, upgrade, support and troubleshoot windows and Microsoft Office and any other authorized desktop applications.
• Install, upgrade, support and troubleshoot for printers and scanners and fingerprint.
• Level 1 remote support for different programs that meets business needs like Cisco jabber, Cisco any connect, Microsoft Lync, Symantec, Citrix, and Enterprise Vault.
• Responsible for resolving or escalating customer reported Incidents and Service Requests
• Follows functional escalation in case the incident resolution times exceed the agreed service levels and using the incident management and request fulfillment processes.
• Comply with SD operational processes, procedures and policies to meet the SD Key Performance Indicators defined.
• Creating enabling disabling resetting and unlocking user’s accounts via Active Directory (Windows NT Login) and IDAM (like CRM environment).
• Troubleshooting Mailing issues using Exchange Server.
• Unlock and reset the password for the users also finding the locking source from the audit tool and advice the user with a solution to avoid locking his account in the future.
• Handling RSA Authentication issues for the VPN and web applications.
• Acting as a Level 2 support while they are out off office.
• Troubleshooting basic network issues.

Company Details

Name: IBM (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Information Technology Services

Website: www.ibm.com/eg-en

Oct 2015 to present (1 year 9 months)

IT Help Desk Support at South Sinai Tours

Experience Details

Job Title: IT Help Desk Support

Job Role: Customer Service/Support, IT/Software Development

Career Level: Entry Level

Job Details: • Troubleshooting Microsoft windows and office related issues
• Troubleshooting network issues from the cabling to the application.
• Troubleshoot issues with local and network printers, scanners and faxes
• Diagnose and resolve technical hardware and software issues
• Responsible for Auditing and backup for all the office machines.
• Track, route and redirect problems to correct resources
• Handling all IT related emails.

Company Details

Name: South Sinai Tours

Location: Cairo, Egypt

Size: 11-50 employees

Industries: Information Technology Services, Computer Networking , Computer Software

Website: N/A

Jun 2007 to May 2010 (2 years 11 months)

Achievements

See Achievements

Other achievements in school, university, sports, etc...
CCNP Self Study

Education

BA in Tourist Guiding

Ain Shams University

2009 - 2012

High School - Thanaweya Amma

Al khaliha el Mamoon exprimental Language school

2008

Certifications

MCSA

Aug 2015

Certificate details

Certificate Name: MCSA

Date Awarded: Aug 2015

Score: 856 out of 1000

Result URL: N/A

Result ID: N/A

Organization Issuing Certificate: Microsoft

Description: N/A

CCNA

Aug 2015

Certificate details

Certificate Name: CCNA

Date Awarded: Aug 2015

Score: 986 out of 1000

Result URL: http://www.ciscocertificates.com/verify.cfm

Result ID: 422264170111FLYG

Organization Issuing Certificate: Cisco

Description: N/A

Training and Courses

MCSA at Computek (ITIDA Scholarship)

Jul 2015

Training/Course Details

Training Name: MCSA

Date: Jul 2015

Institution: Computek (ITIDA Scholarship)

Description: N/A

MCSE at Computek (ITIDA Scholarship)

Jul 2015

Training/Course Details

Training Name: MCSE

Date: Jul 2015

Institution: Computek (ITIDA Scholarship)

Description: N/A

CCNA at Computek (ITIDA Scholarship)

Aug 2015

Training/Course Details

Training Name: CCNA

Date: Aug 2015

Institution: Computek (ITIDA Scholarship)

Description: N/A

This profile is fresh!
Last update 3 days ago.

Self-assesed Skills

Languages

English

Reading: Advanced

Writing: Advanced

Listening: Advanced

Speaking: Advanced

Arabic

Reading: Fluent

Writing: Fluent

Listening: Fluent

Speaking: Fluent

French

Reading: Intermediate

Writing: Intermediate

Listening: Intermediate

Speaking: Intermediate

Tools and Technologies

MS Outlook

Proficiency: Expert

Interest: High

Experience:

Less than 1 year

Active Directory

Proficiency: Expert

Interest: Extreme - I love it!

Experience:

Less than 1 year

Enterprise Vault

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

Exchange Server

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

Remedy Ticketing Tool

Proficiency: Advanced

Interest: High

Experience:

Less than 1 year

VPN client to SIte

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

CCNA

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

MCSA

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

Microsoft Office

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

1-3 years

Networking

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

1-3 years

Computer Skills

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

More than 7 years

Cisco Jabber

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

Cisco any connect

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

MS LYNC

Proficiency: Advanced

Interest: High

Experience:

Less than 1 year

Symantec

Proficiency: Advanced

Interest: High

Experience:

Less than 1 year

Citrix

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

RSA

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

Less than 1 year

Fields of Expertise

Computer Hardware and Software maintenance

Proficiency: Expert

Interest: Extreme - I love it!

Experience:

More than 7 years

Remote Support Engineer

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

3-5 years

Networking

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

3-5 years

computer

Proficiency: Advanced

Interest: Extreme - I love it!

Experience:

More than 7 years

Key Skills

Hard worker, Presenter, Creative, Problem Solver, Supportive

Basic Info

Work Experience

Experience Details

Company Details

Experience Details

Company Details

Achievements

Education

Education Details

High School Details

Certifications

Certificate details

Certificate details

Training and Courses

Training/Course Details

Training/Course Details

Training/Course Details

Profile Skills and Keywords

Self-assesed Skills

Languages

English

Arabic

French

Tools and Technologies

MS Outlook

Active Directory

Enterprise Vault

Exchange Server

Remedy Ticketing Tool

VPN client to SIte

CCNA

MCSA

Microsoft Office

Networking

Computer Skills

Cisco Jabber

Cisco any connect

MS LYNC

Symantec

Citrix

RSA

Fields of Expertise

Computer Hardware and Software maintenance

Remote Support Engineer

Networking

computer

Key Skills

Online Presence