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islam mohamed khaled

IT Technical Support at Bel Near

10th of Ramadan City, Cairo, Egypt

Work Experience

  • System AdministratorFull Time

    Halwani Bros

    Jan 2020 - Present -5 yrs, 6 months

    Egypt , Sharqia

    • Job Details:Key Responsibilities: • Administer Active Directory, Entra ID (Azure AD), DNS, DHCP, and Group Policy • Manage Microsoft 365 services including Exchange Online, Teams, and OneDrive • Maintain Hyper-V virtualization and EMC storage • Perform system upgrades, patching, and hardware lifecycle management • Provide support for remote users over VPN and ensure secure access policies • Implement and monitor backup strategies using DPM and Azure Backup • Monitor system performance and enforce security policies across endpoints --- Key Achievements: • Led migration of over 400 users to Microsoft 365 with minimal downtime • Participated in planning the upgrade of AD domain controllers to Windows Server 2022 • Enabled secure collaboration across branches with SharePoint & OneDrive rollout • Delivered internal training sessions to staff on emerging AI tools and practical use cases to improve productivity and digital awareness

  • IT Technical SupportFull Time

    Bel Near

    Jun 2018 - Present -7 yrs, 1 month

    Egypt , Cairo

    • Job Details:• Provided help desk and remote support for 200+ users, resolving hardware, software, and network issues • Performed in-depth troubleshooting of Windows OS, Office 365 applications, network printers, and connectivity issues • Supported Active Directory user tasks: password resets, account provisioning, group membership changes • Monitored and maintained inventory of end-user devices, ensuring complete asset tracking and lifecycle control • Delivered training sessions on Microsoft Office and basic cybersecurity hygiene for new hires • Developed internal documentation and troubleshooting guides to reduce repetitive support tickets • Collaborated with remote IT teams to escalate and resolve site-specific infrastructure issues • Participated in internal audits of user accounts and device security compliance

  • technical supportFull Time

    Telecom Egypt (sprint Egypt)

    Jul 2016 - May 2018 -1 yr, 10 months

    Egypt , Sharqia

    • Job Details:•Handled a wide range of technical issues related to ADSL, Option Pack, and Wi-Fi services with a focus on fast resolution and customer satisfaction • Configured ADSL routers, modems, and Wi-Fi repeaters to improve signal strength and connectivity in residential and small business environments • Performed daily CSO (Customer Service Operations) tasks, ensuring timely and professional support responses • Diagnosed and tracked technical faults, applying structured troubleshooting techniques to minimize downtime • Maintained and updated internal knowledge base with documented issues, solutions, and configurations for future reference • Managed and prioritized multiple open cases simultaneously, ensuring resource allocation and SLA compliance • Acted as a liaison between field technicians and support center for issue escalation and resolution tracking •Handled a wide range of technical issues related to ADSL, Option Pack, and Wi-Fi services with a focus on fast resolution and customer satisfaction • Configured ADSL routers, modems, and Wi-Fi repeaters to improve signal strength and connectivity in residential and small business environments • Performed daily CSO (Customer Service Operations) tasks, ensuring timely and professional support responses • Diagnosed and tracked technical faults, applying structured troubleshooting techniques to minimize downtime • Maintained and updated internal knowledge base with documented issues, solutions, and configurations for future reference • Managed and prioritized multiple open cases simultaneously, ensuring resource allocation and SLA compliance • Acted as a liaison between field technicians and support center for issue escalation and resolution tracking Skills: Asymmetric Digital Subscriber Line (ADSL) · Troubleshooting

    • Education

    • Bsc in Electronics and Communications Engineering

      Al-safwa High Institute For Enginnering

      Jan 2011 - Jan 2016 - 5 yr

    Skills

    • System Administration
    • Microsoft Active Directory
    • Information Technology (IT)
    • CCNA
    • network

    Languages

    • Arabic

      Fluent

    • English

      Intermediate

    Training & Certifications

    • How to Work Anywhere, Anytime with Office 365

      2018

    • MTA (Microsoft Technology Associate)

      Microsoft·2016

    • Cisco Certified Network Associate Routing and Switching

      authorityCISCO·2016
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