Ahmed Ibrahim

Experience

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  Extensya

  Sept 2018 - May 2019

  Customer Service Representative

  Managed communications with UAE customers in both English and Arabic via email and calls. Agent UAE Non-Voice Team (Email)

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  Optimiza

  May 2019 - Oct 2019

  IT Technical Support Specialists

  Assisted end users remotely (SCCM, Remote Desktop Connection, MS Teams) and on-site.- Active Directory: Managed user accounts, permissions, groups, policies, and domains, following privacy & securitywith best practices- Set up Microsoft Office 365 applications and Troubleshooting application-related issues and permissions (SharePoint, Word,power point, Teams, excel, power BI)- Installed Commvault software as a backup solution, checked on devices, and performed data recovery- Prepare a new device (for Windows 10 and 11, install drivers and applications).- Demonstrated expertise in formatting, drivers, and hardware/software troubleshooting.- Tracked and logged support cases and inquiries using a ticket system.- Analyzed and resolved network issues as L1 support like drivers, checking on connection, DNS, and IP assignment (DHCP, static) Show less

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  Estarta Solutions

  Aug 2021 - Aug 2023

  Technical Assistance Engineer – Firewall

  - Firewall Configuration and Management. - Troubleshooting and Support.- Incident Response.- Customer Support.- Documentation and Reporting. - Collaboration and Training.- Protocol and Traffic Flow Analysis. - Security Compliance.- Continuous Improvement.

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  Microsoft

  Aug 2023 - Aug 2024

  Technical Support Engineer

  - Technical Support and Troubleshooting. - Customer Assistance.- Performance Optimization.- Documentation and Knowledge Sharing. - Collaboration and Escalation.- Feature Testing and Feedback. - Security and Compliance.- Continuous Improvement.