Karim Samy Abdallah Ibrahim
Mobile No : +201*********
E-Mail : firstname.lastname@example.org
Address : * ** ********** ****** ** front of the
first police station in Nasr city
Learning more in my field & making a progress in it.
Building a long-term career in IT with opportunities for career growth.
Finding a responsible job with an opportunity for professional challenges.
University : El Shorouk Academy
Major : Communications & Electronics Engineering
Degree : Bachelor Of Engineering
Grade : Good
Grade Of Project : Very Good
Graduation Year : 2009
High School : Abbas El Akkad language school
High School Graduation Year : 2004
Graduation project: Mobile Jammer
ITS (International Turnkey Systems)
Position: Customer Service Engineer
Period:March 2017 - Present
BMC Remedy ITSM :
Designing, configuring, testing and documenting BMC IT service management Suite (Incident Management, Asset Management, Knowledge Management, problem Management, Configuration Management, Service Level Management & Operational Level Agreement)
Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure.
Troubleshooting BMC Service Desk and Configuration Management issues.
Engagement in user, system and support requirements gathering and analysis to provide design and architectural recommendations as it relates to Service Desk and Configuration Management applications.
SAP Business Objects Web Intelligence:
Working on gathering, understanding and analyzing business requirements
Scheduling reports for customers and business owners
Development of existing reports
Managing Users and Groups
Setting Rights on Users, Groups and Objects
Assigning principals to an access control list for an object
Setting rights on a top-level folder in BI platform
Creating, deleting and renewing access levels
Position: Assistant Customer Service Engineer
Period: September 2013 – March 2017
Customer Support :
Receiving tickets via the identified communication channels and recording all tickets on the Service Desk tool (Remedy)
Validating service entitlements.
Functional escalation of tickets to the appropriate support group
Providing feedback to the requesters with ticket’s status update.
Providing call-out services for the tickets received outside prime shift and within the “Call Handling” service window.
Providing periodical reports to the customer’s IT management and relevant support groups.
Creating and following up tickets related to 3rd parties and vendors on behalf of the customer.
End User Support:
Providing remote scripted support to the incidents related to desktop operating system,standard software, and office automation software.
Resolution of known errors.
Resetting password for end users on directory services and enterprise IT applications.
Assisting end users on “How To” questions related to e-mail, office automation software,etc.
Executing end users’ access requests on directory services and enterprise IT applications (Remedy, Active Directory, Exchange, VPN, Lync, Access Control, etc.) according to the customer’s policies and procedures.
Raya Contact Center Etisalat U.A.E. project
Position: Account Advisor
Period: From February 2012 – September 2013
Providing technical support to UAE ( Business and Residential ) customers
Internet services (Dial-up, Broadband, 3G, Cable, WI-MAX, GPON "Fiber optics ")
Shared Web hosting services for websites
Etisalat .ae Domain names
Etisalat Mail services
Etisalat TV over fiber
Landlines & Faxes
ADSL Technical Support Etisalat MISP at ECCO Contact Center
Period :July 2010-January 2011
Providing technical support to Etisalat companies
(Egynet-Nile online-Soficom-Internet Egypt)
Business and Residential customers
Internet services (ADSL static and dynamic IPs)
Domain & Mail services
Querying Microsoft SQL Server 2012
Red Hat Enterprise Linux 7 Red Hat System Administration I
Red Hat Enterprise Linux 7 Red Hat System Administration II
Installing and Configuring Windows Server 2012
Administering Windows Server 2012
Configuring Advanced Windows Server 2012 Services
ITIL IT Service Operation
ITIL Foundation (Syllabus 2011)
Scholarships & Training
Ministry of Communications & Information Technology Scholarship (2010 – 2011)
MCITP (Server Administrator on server 2008)
Cisco IT Essentials
Final project: Migrating windows server 2003 infrastructure
to windows server 2008 infrastructure
Business English (BE)
English for Business Communication (EBC)
Technical Report Writing (TRW)
Advanced English for IT (EIT)
Time Management & Surviving Stress
Communication, and Communication skills
Suez Company For Oil (SUCO)
Languages Skills : Arabic-Degree: Mother tongue
: English-Degree: Pass TOEFL:519
: Fair knowledge of French
Computer Skills : ICDL (2010)
: MS Office (2003,2010,2013)
Date of Birth : 17-12-1986
Religion : Muslim
Marital status : Single
Military Service : Exempted