Mohamed Hossam Eldin Email & Phone Number

El Obour, Al Qalyubiyah, Egypt

- Run and support the infrastructure solutions in the most effective way (day and on-call night & week-end support).- Administer, optimize and tune the servers and related components to ensure high availability of the various business applications.- Diagnose and fix incidents as quickly as possible, and make sure that the root cause analyses are done to prevent problems and resulting incidents from happening, as well as to eliminate recurring incidents.- Maintain up to date the infrastructure inventory for what is relevant (technical inventory & technical guides and processes).- Deal with multiple incidents/tasks simultaneously.- Actively participate in all areas of daily operations involving several technologies such as Microsoft .- Work in collaboration with different teams (Architecture, Global Network, Messaging, Databases, andApplications etc.)- Proactive detection, troubleshooting and resolution of systems issues.- Develop a good working relationship with peers across the organization and work closely with thevarious IT functions in the Region.- Adapt working hours to fit agreed business requirements.- On-call availability, occasional overtime and weekend work; sitting for extended periods of time.- Coordinate internal resources to ensure resource availability and allocation to global IT projects for theflawless project execution within timeline.

El Obour, Al Qalyubiyah, Egypt

- Troubleshoot, Configure IT infrastructure issues related to servers, network devices and related systems.- Ensure monthly, weekly and daily backup of business critical IT systems.- CCTV installation, troubleshooting & configuration.- Finger Print Machine installation, troubleshooting & configuration.- Wireless solutions installation, troubleshooting & configuration.- Printer , and scanner installation, troubleshooting & configuration.- Adept with IT requisition, purchase and asset management.- Setup IT offices including IT Rack , Patch panel , Termination ,Patching cables, UPS, and otherperipherals.- Coordinate with Internet Service Providers for New connection , Internet issues and other relatedqueries.- Software installation.- Email monitoring and support using Outlook, and related software.- Setting up firewall policies as per the organizational standards.- Ensuring the security and efficiency of IT infrastructure.- Manage backups of all servers and databases.

Cairo, Egypt

Cairo, Egypt

Customer Support:-Provide first-level technical support to clients via phone, email, or chat.-Assist users in resolving hardware and software-related issues.Ticket Management:-Log, track, and manage support tickets to ensure timely resolution.-Prioritize and escalate issues as needed.Documentation:-Maintain accurate and up-to-date documentation of support processes and solutions.Remote Assistance:-Offer remote assistance to clients for problem resolution.-Utilize remote desktop tools to troubleshoot issues.Communication:-Communicate effectively with clients to gather information and provide status updates.-Collaborate with team members for complex issue resolution.Basic Network Support:-Provide basic assistance with network connectivity and configuration.

Qesm El Doki, Al Jizah, Egypt

- Install, configure, maintain & monitor all end-user hardware (PC's, printers, devices, etc.).- Install, configure, maintain & monitor all end-user software applications (Windows, MS Office, Outlook,etc.).- Monitor all network and server activities (daily, weekly and monthly control reports).- Log and record all system changes and maintain records.- Participate in Infrastructure projects with the Infrastructure Project Leader.- Work with system administrator for data backup and restore procedures.- Perform as the first point of contact for all end user IT assistance requests.- Maintain Records for all requests, track until resolution and archive for future reference using companyhelpdesk tool.- Resolve all first level IT assistance requests in following areas.- Escalate IT issues for resolution where appropriate and in accordance with the Helpdesk policy.- Communicate service outage / disruption notices to users that are affected by the outage.- Maintain service records for maintenance carried out.- Manage IT hardware inventory from purchasing to destruction.- Help the management with IT Budget process and manage actual expenses while monitoring budgetimpacts.

El Obour, Al Qalyubiyah, Egypt

- Responding to customer queries, complaints, and requests via phone, email, or chat.- Assisting customers with product setup and resolving any technical issues they might experience.- Informing customers about specialized product functionalities and features.- Following up with customers to ensure that reported technical difficulties have been resolved.- Troubleshooting, analyzing, and reporting product errors, failures, or malfunctions to management.- Keeping a detailed record of client data, including useful comments, as well as positive or negativefeedback.- Analyzing customer feedback and advising management on areas of improvement.- Maintaining client accounts and updating billing information as needed.