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Customer Service Engineer

Cairo, Cairo Governorate, Egypt
April 18, 2019

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Karim Samy Abdallah Ibrahim

Telephone : **-******08

Mobile No : +201*********

E-Mail :

Address : * ** ********** ****** ** front of the

first police station in Nasr city

Job Objectives

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

Work Experience

ITS (International Turnkey Systems)

Position: Customer Service Engineer

Period:March 2017 - Present

Job Description:

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:

1. Development:

Working on gathering, understanding and analyzing business requirements

Scheduling reports for customers and business owners

Development of existing reports

2. Administration:

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

Job Description:

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

Job Description:

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

Frame relay


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)

CCNA Academy

MCITP (Server Administrator on server 2008)

CompTIA A+

CompTIA S+

Cisco IT Essentials

Final project: Migrating windows server 2003 infrastructure

to windows server 2008 infrastructure

English Courses

Business English (BE)

English for Business Communication (EBC)

Technical Report Writing (TRW)

Advanced English for IT (EIT)

Soft Skills

Time Management & Surviving Stress

Communication, and Communication skills

Presentation 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)

Personal Details

Date of Birth : 17-12-1986

Religion : Muslim

Marital status : Single

Military Service : Exempted

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