walaa ahmed

IT Senior Service Desk Specialist - Team Lead

• Job Details:Provided first-level technical support to end-users via phone, email, and remote tools, resolving hardware, software, and networking issues efficiently. Diagnosed and resolved over 1000 support tickets per week, achieving an average resolution time of under 10 minutes. Installed, configured, and maintained operating systems, printers, and enterprise software applications. Assisted with user account management in Active Directory and email configuration in Microsoft Exchange/Outlook. Educated users on best practices, basic troubleshooting, and company IT policies to reduce future incidents. Collaborated with level 2/3 support teams to escalate and resolve complex issues.

Service Desk

• Job Details:Proven experience as a system administrator, network administrator or similar role. Experience with databases, networks (LAN, WAN) and patch management. Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery. Provided first level contact and conveyed resolutions to staff issues. Properly escalated unresolved queries to the next level of support.