ahmed-hamdy-cv2016
TRANSCRIPT
(Ahmed Hamdy– 01020087733 -02 22545561) Page 1
Objective:
- Young Dynamic and multicultural personality ,with unique leadership skills, seeking to work in a challenging environment, with a strong well of mind , hoping to combine my academic background, business experience interpersonal skills and capabilities to achieve the mutual growth of both my organization and myself
Experience:
- Currently, since Dec. 2016, Senior Technical Support Engineer At
Iskraemeco El Sewedy Electric
- Senior technical Support Engineer At Emerging Markets Payments (MAR 2016– Nov 2016).
- JOB DESCRIPTION:
- Early life support of MSCC infrastructure: - Provide 1st line support on monitoring and maintaining physical environment containing Data
center, fire alarm, air conditions and UPS. - Monitoring Network devices, Leased lines, System and Database alerts. - Report daily activities and events on the monitored systems. - Handle problems with 3rd parties and open tickets with ISPs. - Follow diagrams and action plans to detect/resolve problems. - Escalate complex problems to 2nd line support teams and apply their advised corrective
actions during their non-working hours. - MSCC End users: - Install and configure computer systems within agreed policies/procedures,
diagnose hardware/software, Operating system, applications and network
faults. - Deploy operating system updates and security. - Resolve and correct problems, incidents and providing resolution either over the phone, face to face,
or via remote support in a timely and efficient manner or escalating if necessary to the appropriate
team then following up incidents and closing request after make sure satisfying the affected staff.
- MSCC Clients:
Ahmed Hamdy Mahmoud Mohamed +2-01020087733
Curriculum Vita
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- Provide 1st line support on monitoring and maintaining network connection between MSCC
and all clients. - Provide 1st line support to users with respond to inquiries related to application problems,
recording incidents, providing resolution - Provide clients with updates, status reports, and information via Ticketing system, email, or
phone. - Generate daily reports for open cases to ensure following them up.
- Working as Service Desk Analyst - NEA Service Desk At PepsiCo
(OCT 2014 – FEB 2016).
- JOB DESCRIPTION:
- Dealing with all user modules on HP SM9... Service Desk, Incident Management, Problem
Management, Change Management, Self Service Ticketing, and Service Level Management.
- Provide Support for Windows Server, Active Directory, DNS, DHCP and Other services.
- Installing and maintenance VPN secure connections over Juniper Network connect.
- Install and Configure SCCM client and connected it with Management point.
- Install HFM (Oracle Hyperion Financial Management) and configure its Smart View.
- Installing and troubleshooting various SAP modules, Oracle modules and applications (S&D,
Sales Cones...) and Following UP Login to Citrix, and SAP applications.
- Ensuring all faults are cleared within SLA and escalate repeat issues to service management teams
- Install and Configure Windows Server, Active Directory.
- Troubleshooting system, devices and network problems and diagnosing and
solving hardware/software faults.
REWARDS AND RECOGNITIONS:
- August 2015 Certificate of Recognition for Achieving The Highest First Call Resolution Rate and Highest Satisfied Customers For Service Desk in (Q1, Q2, Q3,Q4) Star Of Year in 2015.
- Working as technical Support at Barclays Bank Egypt
(APR 2013 – Oct2014).
- JOB DESCRIPTION:
- Install and Configure Windows Server, Active Directory, DNS, DHCP.
- Install Configure and maintaining Microsoft SQL Server 2005, 2008 and 2012.
- Installing and Configure Microsoft SharePoint 2010 and 2013. .
- Install Microsoft Visual studio 2008, 2010 .
- Troubleshooting system, devices and network problems and diagnosing and
solving hardware/software faults.
- Dealing with backup operations.
- Provide client support and technical issue resolution via E-Mail, phone and other electronic medium
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- Working as Technical Support at The Arab Contractors in IT
Department (Sep 2008 - Sep 2010).
- JOB DESCRIPTION:
Provide technical assistance and support for incoming queries and issues related to
computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Resolve technical problems with (LAN), (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Certification:
(MCP) :Microsoft Certified Professional. (MCSA):Microsoft Certified Solutions Associate.
(MCSE):Microsoft Certified Solution Expert – Server Infrastructure
(MCSE):Microsoft Certified Solution Expert– Desktop Infrastructure (CCNA):Cisco Certified Network Associate Routing & Switching. (ITIL®): Information Technology Infrastructure Library.
(PMP®):Project Management Professional.
COURSES&TRAINING:
(SM9): HP service manager 9.
(SCCM): System Center Configuration Manager.
Citrix receiver.
Kaspersky device control.
Nexthink.
JIRA .
SQL SERVER 2012.
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EDUCATION:
- June 2011: Faculty of Computers and Information, Modern Academy.
- Bachelor of Computer Science. - Grade: Very Good.
Graduation Project:
- Virtual Private Network - Project Grade: Excellent.
- June 2007:
PortsaeedSchool .
- Math. Dept. - Grade: 84% - General Secondary Certificate, Math's Dept.
Computer SKILLS:
Good knowledge about SCCM 2012.
Good knowledge about SharePoint server 2010 and 2013.
Good knowledge about Office 365.
Good knowledge about High Availability for server 2008 and 2012.
Basic knowledge about Microsoft Exchange server. Experienced with Microsoft’s Office
applications.
Able to fix almost problems all software and windows
Able to use Microsoft Office, Adobe package, Graphic program
Able to use all operating system Xp ,Vista , 7,8.10
Dealing well with the Internet.
Ability to work in a team work and pressure.
I have a personal leadership, strength and ability to influence others.
I have communication skills and dealing well with the other PERSONALITY
High speed learner in High-Tech and Business subjects.
Ambitious, Patience, Self-confidence, Generic.
Ability to work under pressure.
Willingness to work hard and learn new things.
Ability to participate in teamwork.
Ready to work in a challenging environment with tight deadline.
Recognized success in achieving goals & targets.
Know how to manage critical situations during work.
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Ready to discover new career environments.
Technical writing: I learned how to write a brief and clear report for a Finished or an acting mission.
LANGUAGES:
- Arabic: Mother Tongue. - English: Good (S/R/W/L). - French: Basic.
PRSONAL DATA:
Name: Ahmed Hamdy Mahmoud.
Military Service: Completed.
Nationality: Egyptian.
Marital Status: Married.
Phone: (002) 022545561
Mobile: (002) 01020087733
Visa: (Family Visit Visa)
E-Mail: [email protected]
CV last update: 1-12-2016
References upon request Thanks for Consideration Ahmed Hamdy
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