Experience

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  Nicon

  Aug 1998 - Jan 2002

  Computer network administrator

  -Provided comprehensive remote and onsite support for local and remote users including RAS support for WAN. Recognized for outstanding quality of customer service.-Developed and installed departmental Ghost images for internal and international laptop deployments.-Responsibility for 120 nodes in a location running windows 2k and 6 Servers. Fully securely login and data security support for more then 1500+ student’s accounts.

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  Keysolutions

  Jan 2002 - Aug 2003

  Trainer

  Oversaw training, resource allocation, and employee assessment functions. Built and mentored cohesive, qualified teams committed to meeting schedule and budgetary needs.

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  Cairo computers

  Sept 2003 - Feb 2005

  Network, system and hardware engineer

  Oversee companywide efforts to identify and evaluate all critical systems. Develop curricula and facilitate awareness training for management and employees on demand. Supervise daily activities of Computer related problems and make a sound solution for it.Key Contributions: Manage Different locations of School networks administration, Security, Troubleshooting.Instrumental in developing and implementing the customer data protection from viruses and other hazards and Disaster Recovery and inform them for precautions. Show less

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  Unisys

  Jun 2006 - Apr 2012

  Leading support engineer

  Functioned as the technical focal point for support, management, and administration of desktop applications and internet services• Supported the planning, specification, design, development, implementation, and maintenance of customized applications and search tools.• Delivered Level 1 and Level 2 support services consisting of LAN account configuration, Digital Sender user account creation, printer installation/ maintenance, and help desk ticket creation using End-user Support, installation, and configuration for standardized applications.• To satisfy requirements, designed and built computerized system architectures using software and hardware. Selecting technologies and resources for system design, developed component breakdowns, interactions.• Prepare training materials and inform people on the appropriate use of all ICT equipment, • Protected system integrity against breaches and viruses, contributing to risk mitigation methods such backups, data protections, user security rules, and identity management.• Repaired server hardware after hardware failures, installed, tested, and documented security updates, and provided application change management processes and activities.• Managed Windows systems hosting numerous services and applications with great organizational and interpersonal abilities.• Configuring the network cisco router and cisco switches as per the network admin provided directions.• Ability to maintain 99.9% data center uptime, assuring server availability, database security, and power management according to business rules.• Optimize performance, analyze logs of overall Cisco country wide network monitoring through Solarwinds apps as well familiarity of manage engine service desk plus, AD manager , AD Audit plus etc. products.• Excellent interpersonal and organizational skills, apply technical procedures to swiftly resolve customer issues and decrease downtime. Show less

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  United nations

  May 2012 - Jan 2020

  User support trainer, ict operations.

  As the IT Management supervisor of ICTS, excelled in team leadership, overseeing a mission-wide service desk in Goma LAVA Camp that increased incident resolution speed and improved communication and teamwork among local units.• Utilized information technology and problem-solving skills to introduce proactive systems and communication asset monitoring, reducing incident numbers through early issue identification.• Technical Support of L1, L2, and on-demand L3 technical support in converged/hybrid settings, including Microsoft Windows and on-premise data centers.• Managed Windows systems hosting multiple services and applications, installed information security solutions (MS E5 – MS Defender, BitLocker, Sophos, Symantec Endpoint), and set up Win server OS, office365, Active Directory Services, AD Users, AD Groups, Office365 Deployment, SCCM, DNS, DHCP, SMTP, file sharing, print management, and HP SafeCom print management.• incident responses and keeping upper management informed and up-to-date on complex situations.• Ensured user compliance with UN rules and procedures using ITIL certified processes and ITSM practices.• Maintained UMOJA or other client systems' records of client ticket inquiries, emphasizing customer service.• Managed, troubleshoot, and proactively upgraded hardware and software assets to prevent downtime.• Collaborated with Global Enterprise Admins at the United Nations Global Service Centre (UNGSC, ICTS HQ Brindisi, Italy) to verify new deployments and updates meet security standards, focusing on cloud computing and Azure technologies.• Monitored systems and infrastructure for abnormalities, implementing preventative actions and upgrading hardware and software for maximum security, leveraging cybersecurity and VPN knowledge.• Trained large civil/military staff and teams on cybersecurity and information systems best practices during their initial induction to UN Missions, demonstrating effective communication and teamwork promotion. Show less

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  Freelance

  Apr 2022 - now

  It analyst

  • Results-driven and adaptable freelance IT professional with a proven track-record in providing exceptional L1 and L2 customer support helpdesk services. • Proficient in troubleshooting and resolving a wide range of technical issues while maintaining high customer satisfaction. Skilled in effectively communicating with users to identify concerns and provide timely solutions. • Familiar with various helpdesk tools, ticketing systems, and remote support technologies. Committed to continuous learning and staying current with industry best practices to ensure the highest level of service for clients.• Demonstrates strong challenge solving, communication, and interpersonal skills, ensuring positive user experiences in fast-paced and demanding environments.• Skilled in risk mitigation planning and compliance with corporate policies. Possesses excellent organizational, interpersonal, and leadership skills, with Microsoft Certifications (MCSE) and other industry-standard certifications like ITIL and PRINCE2. Show less