Hossam S.Mohamed

IT Support

Marsa Matruh, Matruh, Egypt

Gieco

Aug 2023 - Present -2 yrs, 1 month

Egypt

Job Details:Delivered end-to-end hardware and software troubleshooting for desktops, laptops, and mobile devices, ensuring 99% uptime across business systems. Administered Windows, macOS, and Linux environments, performing OS deployments, patching, and compliance management. Provided LAN/WAN, VPN, and Wi-Fi diagnostics, improving network stability and minimizing downtime. Managed Microsoft 365, Active Directory, and Exchange accounts, handling migrations and user access control. Implemented ITIL-based incident management via ServiceNow, reducing resolution time by 30%.

IP Tech

Jul 2019 - Jan 2023 -3 yrs, 6 months

Egypt

Job Details:Delivered tier 1 & tier 2 technical support via phone, email, and chat, resolving 90% of incidents on first contact. Handled Active Directory administration including account creation, password resets, and policy updates. Conducted site inspections to assess customer IT needs, providing tailored solutions for low current systems, cashier systems, and accounting software. Negotiated and closed contracts for supply, installation, operation, and maintenance, driving consistent sales growth. Strengthened client relationships through personalized support and long-term solution planning.

Tanmya

Oct 2015 - Jun 2018 -2 yrs, 8 months

Egypt

Job Details:Provided IT support for hardware, software, and networking issues, ensuring minimal downtime and strong user satisfaction. Leveraged remote support tools (TeamViewer, Jira) to resolve incidents efficiently. Supported onboarding, password management, and system access aligned with cybersecurity protocols. Promoted and sold cashier systems and accounting software, achieving sales targets through consultative selling. Performed site visits and solution presentations to businesses and institutions, closing multiple IT service deals.

Bachelor's Degree in Management Information Systems
Higher Technological Institute (HTI)