Hesham Elsayed Hassan

Technical Support Specialist

• Job Details:Installed and configured computer hardware and applications, supporting over 100 users across enterprise systems. Resolved 95% of network and system issues within SLA timeframes, minimizing downtime by 20%. Managed user accounts, profiles, and access controls, ensuring secure and efficient operations. Maintained up-to-date antivirus software across 50+ systems, reducing security incidents. Implemented ITIL-based service desk processes, handling 30+ daily incidents and service requests. Configured DNS, DHCP, and WINS, improving network performance by 15%. Deployed and managed network firewalls, enhancing system security. Created detailed technical documentation and trained 20+ users on new systems.

Freelance IT Specialist

• Job Details:Designed and configured network systems for 5+ small businesses, improving connectivity for up to 50 users. Diagnosed and resolved hardware, software, and network issues, achieving 90% client satisfaction. Set up domain and workgroup architectures for efficient network management. Utilized TCP/IP command sets for advanced diagnostics, reducing issue resolution time by 25%. Installed firewalls and antivirus solutions, ensuring robust network security.

IT Help Desk Technician

• Job Details:Provided first-line support for hardware, software, and network issues, resolving 25+ tickets daily. Managed ITIL-based incident and service request processes, achieving 98% SLA compliance. Configured user accounts and network connectivity for 100+ users. Trained 50+ end-users on software applications, improving adoption rates.