Basic Info

Hossam Tosson

4 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Help Desk Administrator at First Arabian Hotels & Resorts

Experience Details

Help Desk Administrator

IT/Software Development

Entry Level

Provide technical assistance and support for incoming queries and issues related to computer systems, software,
and hardware. - Respond to queries either in person or over the phone. -install,modify, and repair computer
hardware and software -Run diagnostic programs to resolve problems -Resolve technical problems with Local Area
Networks (LAN), Wide Area Networks (WAN), and other systems -Install computer peripherals for users -Follow up
with customers to ensure issue has been resolved -Run reports to determine malfunctions that continue to occur -
Monitor and Maintain Daily Backup of our servers using Symantec Backup Exec 2010 & 2012 -Active Directory User
Management -Troubleshooting issues with MS Office Programs. -Troubleshooting issues with printing and scanning
services


Company Details

First Arabian Hotels & Resorts

Giza, Egypt, Egypt

51-100 employees

Travel and Tourism

N/A

Jan 2016 to present (11 months)
IT Help Desk Support at Giza Systems

Experience Details

IT Help Desk Support

IT/Software Development

Experienced (Non-Manager)

N/A


Company Details

Giza Systems (multinational)

Egypt

101-500 employees

Information Technology Services, Engineering Services, Information Technology Services

N/A

Nov 2014 to Jan 2016 (1 year 2 months)
IT Service Desk Analyst at Etisalat Misr

Experience Details

IT Service Desk Analyst

Customer Service/Support

Experienced (Non-Manager)

The primary Service Desk Analyst role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.


Company Details

Etisalat Misr

Egypt

More then 1000 employees

Telecommunications

N/A

Mar 2014 to Nov 2014 (8 months)
Account Advisor at Raya Contact Center

Experience Details

Account Advisor

Customer Service/Support

Experienced (Non-Manager)

1- Proactively manage service delivery to customers and ensure high levels of customer satisfaction.
2- Troubleshooting technical queries and complaints related to Broadband Internet Technologies such as; ADSL , GPON , 3G & 4G Service and WiMax in addition to IPTV , Landline and some general inquiries.
3- Educating customers on several technical issues.
4- Achieve Internal and Client quality requirements


Company Details

Raya Contact Center

Egypt

501-1000 employees

Telecommunications

N/A

Feb 2012 to Jan 2014 (1 year 11 months)
Help Desk Coordinator at Ring for Distribution

Experience Details

Help Desk Coordinator

IT/Software Development

Experienced (Non-Manager)

Providing IT Technical Support Services to all end users in our organization such as; Software Installation - Hardware Maintenance - MS Office 2007 & 2010 ( Word–Excel – Outlook) – Networking – Internet – Windows Xp&7 – Windows Server 2008 – Remote Access .


Company Details

Ring for Distribution

Egypt

101-500 employees

Telecommunications

N/A

Dec 2010 to Oct 2011 (10 months)

Education

BSc in comuter science

Education Details

BSc

comuter science

Misr University for Science and Technology (MUST), Egypt

C / Good / 65 - 75%

N/A

N/A

Misr University for Science and Technology (MUST)
2004 - 2008
High School - IGCSE

High School Details

IGCSE

Manor House (October Language School)

Egypt

2004

B / Very Good / 75 - 85%

N/A

Manor House (October Language School)
2004

Certifications

MCTS
Jul 2011

Certificate details

MCTS

Jul 2011

N/A

N/A

N/A

Microsoft

N/A

Certificate details

ITIL® Foundation Certificate in IT Service Management

Jun 2016

N/A

https://candidate.peoplecert.org/ReportsSORLink.aspx?argType=1&id=99FEEDA30F350E86C78D59D36ECAD2197A61685183BE77386AC77CEFB7E65E862BC9988A3FC99F89

GR750243929HT

Axelos Global Test Practice

N/A

Training and Courses

Training/Course Details

MCSA: Windows Server 2012

May 2015

Yat training center

N/A

Training/Course Details

IELTS

Sep 2008

British Council

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

ADSL Broadband TechnologiesADSL Modem ConfigurationAccount AdvisorActive DirectoryActive Directory SupportArabicCitrix SystemTroublshootingComuter ScienceCustomer SatisfactionCustomer ServiceCustomer-orientedEngineering ServicesEnglishGPON(fiber Optics)Giza SystemsHard WorkerHardware MaintenanceHelp Desk AdministratorHelp Desk CoordinatorIELTSIP Phone Configuration And Technical TroubleshootingITIT Help Desk SupportIT Service Desk AnalystITIL Foundation Certificate In IT Service ManagementInformation Technology ServicesMCSA: Windows Server 2012MCTSMS ExcelMS LyncMS OutlookMS WordNetworkingPersistentRemote AccessRicoh MP Printer Configuration & SupportSVN (Subversion)Software DevelopmentSoftware InstallationSupportSupportiveSymantec Backup ExecTeam PlayerTeam WorkerTelecommunicationsTravel And TourismWindows OS TroubleshootingWindows ServerWindows Server 2008Windows Troubleshooting

Self-assesed Skills

Languages

Arabic

Arabic

: Intermediate

: Intermediate

: Intermediate

: Intermediate

English

English

: Advanced

: Advanced

: Advanced

: Fluent

Tools and Technologies

MS Outlook

MS Outlook

: Advanced

: Extreme - I love it!

:

1-3 years

Remote Access

Remote Access

: Advanced

: High

:

1-3 years

Windows OS troubleshooting

Windows OS troubleshooting

: Advanced

: High

:

1-3 years

Software Installation

Software Installation

: Advanced

: High

:

1-3 years

MS Word

MS Word

: Intermediate

: High

:

1-3 years

ADSL Broadband Technologies

ADSL Broadband Technologies

: Intermediate

: Medium

:

1-3 years

Symantec Backup Exec

Symantec Backup Exec

: Intermediate

: High

:

Less than 1 year

SVN (Subversion)

SVN (Subversion)

: Intermediate

: Medium

:

Less than 1 year

MS Excel

MS Excel

: Beginner

: Medium

:

1-3 years

MS Lync

MS Lync

: Beginner

: Medium

:

Less than 1 year

Active Directory

Active Directory

: Beginner

: Medium

:

1-3 years

Windows Server 2008

Windows Server 2008

: Beginner

: High

:

1-3 years

Fields of Expertise

Windows Troubleshooting

Windows Troubleshooting

: Expert

: Extreme - I love it!

:

3-5 years

Ricoh MP Printer Configuration & Support

Ricoh MP Printer Configuration & Support

: Advanced

: High

:

Less than 1 year

Hardware Maintenance

Hardware Maintenance

: Advanced

: Medium

:

3-5 years

Software Installation

Software Installation

: Advanced

: High

:

3-5 years

customer service

customer service

: Advanced

: Little

:

1-3 years

customer satisfaction

customer satisfaction

: Advanced

: High

:

1-3 years

Networking

Networking

: Advanced

: High

:

1-3 years

Team Worker

Team Worker

: Advanced

: High

:

1-3 years

ADSL Modem configuration

ADSL Modem configuration

: Advanced

: High

:

1-3 years

Remote Access

Remote Access

: Intermediate

: High

:

1-3 years

GPON(fiber Optics)

GPON(fiber Optics)

: Intermediate

: Medium

:

1-3 years

Citrix SystemTroublshooting

Citrix SystemTroublshooting

: Intermediate

: High

:

Less than 1 year

IP Phone Configuration and Technical Troubleshooting

IP Phone Configuration and Technical Troubleshooting

: Intermediate

: High

:

Less than 1 year

Active Directory Support

Active Directory Support

: Intermediate

: High

:

1-3 years

windows server

windows server

: Beginner

: Medium

:

3-5 years

Key Skills

Hard worker, Customer-oriented, Persistent, Team Player, Supportive

Online Presence

https://www.linkedin.com/nhome/?trk=

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