Mohamed Bakry Email & Phone Number

6Th Of October, Al Jizah, Egypt

• Analyzes, reports, and responds to detected cyber incidents• Conducts network defence analysis and provides recommendations for improvements ensuring a proactive and effective response to security threats• Oversee the implementation of comprehensive incident response plans• Develops and maintains thorough, up-to-date knowledge of cybersecurity threats and incident response best practices• Collaborates with peers and stakeholders to establish and ensure consistent response practices and prioritization of security events• Collect intrusion artefacts (e.g., source code, malware, trojans) and use discovered data to enable mitigation of potential cyber defence incidents within the enterprise• Conduct regular assessments, audits, and drills to validate the effectiveness of incident response plans• Stay up to date with emerging threats, industry trends, and regulatory requirements to continuously enhance our security posture and ensure a proactive and effective response to security threats• Collaborate closely with cross-functional teams to develop and maintain robust business resilience strategies, including disaster planning, risk assessments, and recovery frameworks• Conduct thorough investigations of security incidents, utilizing advanced forensic techniques and technologies to identify root causes and implement preventive measures.• Coordinate incident response functions• Coordinate and provide expert technical (IR Team) support to enterprise-wide cyber defence technicians to resolve cyber defence incidents• Perform cyber defence trend analysis and reporting• Perform initial, forensically sound collection of images and inspection to discern possible mitigation/remediation of enterprise systems• Write and publish after-action reviews• Write and publish cyber defence techniques, guidance, and reports on incident findings to appropriate constituencies.

6Th Of October, Al Jizah, Egypt

•Plan, design, and manage infrastructure technologies that can support complex and heterogeneous corporate infrastructure ,develop a scalable IT infrastructure•Take part in IT strategic planning activities that reflect the future vision of the organization •Introduce cost-effective best practices related to the needs of the business needs of the organization •Collaborate with the network engineer to design infrastructure improvements and changes and troubleshoot any issues that arise •Provide high levels of customer service as it pertains to enterprise infrastructure•Conduct timely meetings with assigned vendors •Research and recommend solutions that circumvent potential technical issues•Create and document proper installation and configuration procedures •Maintain data center operational procedures and policies and ensure it’s applied in a corrective way.•Review and document KPI to ensure high performance of IT service delivery systems•Managing & administrating Microsoft application portfolio (Active Directory services (AD, DNS, DHCP, GPO, Exchange, IIS, WSUS, Operation Manager, etc.) •Managing, administering & monitoring Data Center Backup System using a combination of tools to ensure high availability •Oversee deployment of systems and network integration in association with partner clients, business partners, suppliers, and subsidiaries•Supervise performing Day-to-Day Data Center operational tasks (storage provisioning, capacity monitoring, performance tuning)Troubleshoots SAN •Installing, configuring & troubleshooting Virtualization environment (VMware Servers)Manage & administer the integration of virtualization & Storage environment manage & administer Storage Area Networks (Storage systems, Fiber Switches,..etc.) operations.•Assist in handling software distributions and software updates and patches•Execute, test, and roll out innovative solutions to keep up with the growing competition

6Th Of October, Al Jizah, Egypt

• Administering and maintaining end-user accounts, permissions, and access rights on Active Directory.• Administrating DSS & Follow Me (Print Servers), File Server.• Administrating RSA Secure ID/ Symantec Vip Access and giving users token remote.• Installing and upgrading software, implementing file backups, and configuring systems and applications.• Working on windows server 2008 & 2012 & 2016.• Approve or Reject the IT Request form created by use for installing an application or granting access.• Own and manage the relationship with all users by resolving calls effectively and efficiently.• Liaise with the second line of support to resolve reported incidents & inquiries.• Monitor and track ticket system, email system, phone, and fax for incoming Incidents and Requests.•Providing technical assistance for questions and problems•Participate in CABs to assure services available during and after changes, incidents, and problems.•Diagnosing system errors and other issues•Running reports to analyze common complaints and problems•Installing or changing software to fix issues•Remotely accessing hardware or software for clients to make changes and fix problems•Following up with customers to ensure full resolution of issues• Working on BMC Remedy (Ticketing System).• Perform daily health checks on all IT systems and report any failure or issue on the system.• Ensure security standards are applied to client equipment.• Consults with the next line of support teams as appropriate.• Inform IMS (Incident Management and Support Team) via phone about Critical Incidents.• Communicate problems as appropriate to management

Qesm El Maadi, Cairo, Egypt

• Provided first-line technical support to IoT and Internet customers, ensuring a seamless user experience.• Guided customers on professional matters and offered tailored assistance based on individual needs.• Applied the First Call Resolution (FCR) concept to efficiently address all customer inquiries.• Proactively reinforced Vodafone’s customer care proposition in every interaction.• Responded to and resolved customer inquiries regarding data services, taking full ownership until closure.• Managed dedicated accounts for IoT and Internet customers, enhancing their experience through personalized support via phone contact.• Troubleshot IoT and internet connectivity issues with customer-owned devices while adhering to support guidelines.• Coordinated directly with customers to address questions and issues related to Vodafone’s business solutions and hardware.• Implemented high-quality technical support standards, consistently exceeding KPI thresholds.• Provided comprehensive information about company products and services, delighting customers with superior service.• Followed up on customer-related issues, ensuring timely feedback and resolution.• Owned customer relationships by managing complaints effectively and ensuring customer retention.• Prioritized multiple tasks, establishing and meeting deadlines to ensure service efficiency.• Facilitated smooth communication across departments to resolve customer problems professionally.• Communicated relevant issues to management as needed to enhance service delivery.