Basic Info

Ahmed Amer

4 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Network Operation Center (NOC) at Channel IT

Experience Details

Network Operation Center (NOC)

IT/Software Development, Engineering - Telecom/Technology

Experienced (Non-Manager)

• Day to day monitoring of the system, network, application and service.
• Handling daily synchronization of SQL database.
• Respond to alerts by verifying, determining the cause and resolving or escalating as necessary.
• Record of all incidents and alerts into an incident log based on defined standards.
• Ensure all logs contain clear problem description, resolutions and all activities carried during resolution of the problem.
• Perform health checks and quality checks procedures to the system in order to verify operational excellence.
• Serve as liaison between various support groups during system outages, and work with third party vendors or service providers to remediate outage issues.
• Monitor VMware and Cloud Servers.
• Creating campaigns using JSON code when (Frontend) team failed to create it with web application.
• Day to day monitoring live running server application and make sure all the server service are up and running with no issues.
• Day to day monitoring servers disk space, CPU usage, memory and services.
• Working with developers (backend) team to test configure and deploy the new or updated application to the servers
• Hands-on experience of relational databases, application servers, web servers, VMware and Linux environments.
• Day to day Testing campaigns to make sure all the campaigns are working.
• Handling Emails for local and global teams for any related NOC issues.
• Using Linux environment and familiar with terminal codes for operation and support.


Company Details

Channel IT (multinational)

Cairo, Egypt

101-500 employees

Information Technology Services, Telecommunications

N/A

Sep 2017 to present (2 months)
IT Senior Service Desk Level 2 Support at IBM

Experience Details

IT Senior Service Desk Level 2 Support

IT/Software Development, Customer Service/Support, Engineering - Telecom/Technology

Experienced (Non-Manager)

• Handling advanced IT issues that L1 support couldn’t handle.
• Handle VIPs and high profile employees’ requests and monitor staff performance. I also communicate with IBM Sponsors when necessary.
• Install, upgrade license supported software's with advanced support.
• Handling RSA accounts creation, suspension and issues for the VPN and web applications.
• Creating RSA ODA and Software Tokens for authentication.
• Maintain the resolution time according to Service Desk SLAs and based on ITIL standardizations.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Managing Users accounts, Service accounts and distribution lists from Active Directory and Microsoft Exchange server.
• Sharing knowledge with L1 support for any new or repeated IT issues.


Company Details

IBM (multinational)

Cairo, Egypt

More than 1000 employees

Information Technology Services

https://www.ibm.com/eg-en

Jan 2017 to Sep 2017 (8 months)
IT Service Desk Level 1 Support at IBM

Experience Details

IT Service Desk Level 1 Support

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

Experienced (Non-Manager)

• 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

IBM (multinational)

Cairo, Egypt

More than 1000 employees

Information Technology Services

www.ibm.com/eg-en

Oct 2015 to Jan 2017 (1 year 3 months)
IT Help Desk Support at South Sinai Tours

Experience Details

IT Help Desk Support

Customer Service/Support, IT/Software Development

Entry Level

• 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

South Sinai Tours

Cairo, Egypt

11-50 employees

Information Technology Services, Computer Networking , Computer Software

N/A

Jun 2007 to May 2010 (2 years 11 months)

Education

BA in Tourist Guiding

Education Details

BA

Tourist Guiding

Ain Shams University, Egypt

Not specified

All Egyptian History from Ancient to modern History, Public Relations, Psychology.....

N/A

Ain Shams University
2009 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al khaliha el Mamoon exprimental Language school

Egypt

2008

B / Very Good / 75 - 85%

N/A

Al khaliha el Mamoon exprimental Language school
2008

Certifications

MCSA
Aug 2015

Certificate details

MCSA

Aug 2015

856 out of 1000

N/A

N/A

Microsoft

N/A

CCNA
Aug 2015

Certificate details

CCNA

Aug 2015

986 out of 1000

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

422264170111FLYG

Cisco

N/A

Training and Courses

Training/Course Details

MCSA

Jul 2015

Computek (ITIDA Scholarship)

N/A

Training/Course Details

MCSE

Jul 2015

Computek (ITIDA Scholarship)

N/A

Training/Course Details

CCNA

Aug 2015

Computek (ITIDA Scholarship)

N/A

This profile is fresh!
Last update 11 days ago.

Jobseeker photo

Profile Skills and Keywords

Active DirectoryArabicCCNAChannel ITCisco Any ConnectCisco JabberCitrixComputerComputer Hardware And Software MaintenanceComputer NetworkingComputer SkillsComputer SoftwareComputer TechnologyCreativeCustomer ServiceDeploymentEnglishEnterprise VaultExchange ServerFrenchHard WorkerIBMITIT Help Desk SupportIT Senior Service Desk Level 2 SupportIT Service Desk Level 1 SupportInformation Technology ServicesInstallationJSONLinuxMCSAMCSEMS LYNCMS OutlookMaintenanceMicrosoft OfficeMicrosoft OutlookNetwork Operation Center (NOC)NetworkingPlaying FootballPresenterProblem SolverRSAReadingRemedy Ticketing ToolRemote Support EngineerRepairRiding HorsesSQLShootingSoftware DevelopmentSupportSupportiveSymantecTelecommunicationsTourist GuidingVMWareVPN Client To SIte

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

MS Outlook

MS Outlook

: Expert

: High

:

Less than 1 year

Active Directory

Active Directory

: Expert

: Extreme - I love it!

:

Less than 1 year

Enterprise Vault

Enterprise Vault

: Advanced

: Extreme - I love it!

:

Less than 1 year

Exchange Server

Exchange Server

: Advanced

: Extreme - I love it!

:

Less than 1 year

Remedy Ticketing Tool

Remedy Ticketing Tool

: Advanced

: High

:

Less than 1 year

VPN client to SIte

VPN client to SIte

: Advanced

: Extreme - I love it!

:

Less than 1 year

CCNA

CCNA

: Advanced

: Extreme - I love it!

:

Less than 1 year

MCSA

MCSA

: Advanced

: Extreme - I love it!

:

Less than 1 year

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

1-3 years

Networking

Networking

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: Extreme - I love it!

:

1-3 years

Computer Skills

Computer Skills

: Advanced

: Extreme - I love it!

:

More than 7 years

Cisco Jabber

Cisco Jabber

: Advanced

: Extreme - I love it!

:

Less than 1 year

Cisco any connect

Cisco any connect

: Advanced

: Extreme - I love it!

:

Less than 1 year

MS LYNC

MS LYNC

: Advanced

: High

:

Less than 1 year

Symantec

Symantec

: Advanced

: High

:

Less than 1 year

Citrix

Citrix

: Advanced

: Extreme - I love it!

:

Less than 1 year

RSA

RSA

: Advanced

: Extreme - I love it!

:

Less than 1 year

VMWare

VMWare

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Linux

Linux

: Intermediate

: Extreme - I love it!

:

1-3 years

Deployment

Deployment

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Computer Hardware and Software maintenance

Computer Hardware and Software maintenance

: Expert

: Extreme - I love it!

:

More than 7 years

Remote Support Engineer

Remote Support Engineer

: Advanced

: Extreme - I love it!

:

3-5 years

CCNA

CCNA

: Advanced

: Extreme - I love it!

:

1-3 years

MCSA

MCSA

: Advanced

: Extreme - I love it!

:

1-3 years

Networking

Networking

: Advanced

: Extreme - I love it!

:

3-5 years

computer

computer

: Advanced

: Extreme - I love it!

:

More than 7 years

Linux

Linux

: Advanced

: Extreme - I love it!

:

Less than 1 year

SQL

SQL

: Intermediate

: High

:

Less than 1 year

JSON

JSON

: Intermediate

: High

:

Less than 1 year

Key Skills

Hard worker, Presenter, Creative, Problem Solver, Supportive

Online Presence

https://eg.linkedin.com/pub/ahmed-amer/100/6b4/2b9https://www.facebook.com/Stepupdeal1/www.stepupdeal.comwww.stepupdeal.comwww.stepupdeal.com

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