Customer Service Technical Support
Resume:
Ahmed Omara Omara Said
Business Development Manager \ IT Support Team Leader
Address: Narges 8 – Fifth Settlement,
Cairo, Egypt.
Mobile Phone (Main): +2-010*-*******
Home Phone: +202-********
Main email: *.*******@*****.***
Other email: ************@*******.***
LinkedIn: https://eg.linkedin.com/in/ahmedomarasaid
Objective:
Microsoft Technologies support\consultant position with focus on Cloud solutions in a customer service multinational company.
Summary of Qualifications
9 Years hands on experience in the IT technical support and the customer service departments for multi-national companies based in the UK and the USA. Supporting customers’ technologies including all Microsoft Windows O.S, Mac OSX, MS Office, MS Office365, MS Windows Server, Database Applications, Backup Applications, Network devices; Routers, Switches, firewalls for business environments and also home users.
Technology Troubleshooter. Having the ability to solve all kinds of the technology problems based on analyzing the problem, finding solutions and implementing the best matched solution and finally document everything using the most affective debugging techniques.
Microsoft Windows Server Administrator 2003, 2008 and 2012 (Designing, Managing and maintaining)
Microsoft Exchange 2003, 2007 and 2013 Administrator. I used to support businesses Exchange mailboxes and also administrate the Microsoft Exchange servers (Local and Remote servers).
Team Leader. Managing a team of 25 persons, work ethics is rule #1 also the client\customer satisfaction is highly considered while maintaining the highest quality level of the service.
Resources Coordinator. Coordinate with other company departments to help them achieve their goals, Staff related objects, Partners staff, Billing Stuff, and projects management.
Widely experienced supporting desktops, laptops, servers, tablets, smart phones, Blackberries via phone, face to face and remote access.
Customer service oriented. Through my work in the customer service company in the UK as a technical support engineer I learned how the customer satisfaction is very important while maintaining the service level quality.
Highly knowledgeable. I am highly knowledgeable because of the variety of the businesses customers I am dealing with, I have supported over 35 Business customers and over 1000 home customers … through the past 6 years I became a problem solver.
Excellent in the researching skills.
Solid Experience in computer hardware components.
Apple Macintosh OS X user and troubleshooter.
Employment History
December 2015 - Present
Business development Manager in SCF Solutions Egypt
(Smart Village - Egypt). (Full time)
http://www.scfsolutionsegypt.com
Design, implement and support the company’s IT software infrastructure using Microsoft Technologies.
Design, implement and support the company’s IT hardware infrastructure including, Microsoft servers, routers, switches, firewalls, Internet lines, computers, printers, scanners, CCTV, Access control.
Technical IT Manager and Consultant for the company IT systems.
Coordinate with the SaaS developers in building the cloud SaaS systems.
Participate in recruitment and training of new IT team members.
SaaS Technical Support team leader.
Report to CEO Directly.
November 2006 - December 2015 (9 Years)
IT Support Team Leader and Resources Coordinator in TechySupport and zuuTech (United Kingdom). (Full Time)
http://www.zuuTech.com
Troubleshooting all Microsoft O.S and applications (Windows Server 2000, 2003, 2008R2 and 2012R2, Microsoft Exchange Server 2007, 2010, 2013, Windows XP,Vista,7 and 8 and 10)
Office365 - Designing, Implementing, Registering domains, troubleshooting, Installing, configuring, and migrating.
Developing & maintaining the company IT systems and networks.
Configuring Backup Solutions (online\ local\ network)
Monitor System Resources Usage (Memory, CPU, Drive Space) & Event Logs
Troubleshooting network connection LAN, WAN, WLAN, and VPN.
-Create and manage VMware machines, for testing and virtualization (VMware)
Install, configure and manage Cloud Security consoles (PCSM, AVG, LogMeIn )
Coordinate with the team leaders/CEO to improve the overall team performance.
Managing IT Projects (Planning, designing, implementing, following up, and reporting )
Supervise and coach technical staff (System Admins and Desktop Admins)
Document procedures/processes for IT support processes, technologies and applications.
Report performance and improvements to CEO (monthly, and annually).
Administer the company’s internal CRM
Participate in the recruitment and training of new staff.
Participate in managing the company resources (HR, Staff, Partners, Billing)
Participate in the budgeting and procurement of IT assets (hardware, software & services).
Decide with the CEO on the employees’ annual evaluation and appraisal.
Work in cooperation with local, regional and corporate teams.
Projects and Achievements:
Feb. 2015 Project: Email server migration to Office365
Company: Two Many Cooks Ltd. – UK Domain: twomanycooks.com
Achievement: I have successfully planned and fully implemented a Cutover email migration for
twomanycooks.com domain from Local Exchange Server to MS Office365, resulting in a 25% increase in the emailing system efficiency and 45% cost reduction.
March 2015 Project: Email server migration to Office365
Company: Optilead Ltd. UK Domain: grahammace.com
Achievement: I have successfully planned and fully implemented an IMAP email migration for
grahammace.com email accounts to MS Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction
March 2015 Project: Email server migration to Office365
Company: CMB Technologies – UK Domain: cmbsoft.co.uk
Achievement: I have successfully planned and fully migrated email accounts for cmbsoft.co.uk from Hosted
Exchange to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction
March 2015 Project: Office365 Setup and migration.
Company: Rockstone – UK Domain: rockstone-PM.co.uk
Achievement: I have successfully planned and implemented the Office365 domain and applications setup
and email migration from MS Hosted Exchange to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction
March 2015 Project: Office365 Setup and migration.
Company: EnjoyPresnting & Popup Business School - UK
Domains: EnjoyPresenting .co.uk & popupbusinessschool.co.uk
Achievement: I have successfully planned and implemented the Office365 domain setup and email
migration for EnjoyPresenting .co.uk & popupbusinessschool.co.uk from Hosted Exchange to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction
April 2015 Project: Office365 Setup and migration.
Company: Blush – UK Domain: lookgoodwithblush.co.uk
Achievement: I have successfully planned and fully implemented an IMAP email Migration for
lookgoodwithblush.co.uk from Hosted Exchange to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction
April 2015 Project: Office365 Setup and migration.
Company: Dalton Edwards Ltd - UK Domain: daltonedwards.co.uk
Achievement: I have successfully planned and fully implemented an IMAP email Migration for
daltonedwards.co.uk to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction
April 2015 Project: Email server migration to Office365
Company: Surrey Accountancy Services Ltd - UK Domain: sas-accounts.com
Achievement: I have successfully planned and implemented the Office365 domain setup and email
migration for sas-accounts.com from Hosted Exchange to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction.
August 2015 Project: Email server migration to Office365
Company: Viavi Limited – UK Domain: viavi.com
Achievement: I have successfully planned and fully implemented a Cutover email migration for Viavi.com (UK) from Hosted Exchange to Office365, resulting in a 20% increase in the emailing system efficiency and 45% cost reduction.
March 2010 Project: Converting network infrastructure from wired to wireless Connectivity.
Company: zuuTech Office - Egypt.
Achievement: I have successfully planed the transition and implemented the solution including the installation of the wireless routers, internet lines, access points, and desktop Wi-Fi adapters.
Oct. 2013 Project: IMAP to IMAP Email migration from zuuMedia.com to zuuTech.com
Achievement: Using IMAPsync script, I have managed to migrate all email accounts with their contents from zuuMedia.com to zuutech.com email host.
April 2014 Project: Configure, and implement Panda Cloud Systems Management (PCSM)
Company: zuuTech.com UK (outsourced IT Support Service provider).
Achievement: Successfully installed and configured PCSM over +1500 Business PCs and Servers resulting in 60% increase in the support team time utilization and 35% increase in company profits.
July 2014 Project: Install, Configure, and implement Panda Cloud Office Protection (PCOP)
Company: zuuTech.com UK (outsourced IT Support Service provider).
Achievement: Successfully installed and configured PCSM over + 900 Business PCs and Servers resulting
in 30% increase in the overall customer’s systems security, 40% increase in the support team time utilization
and 20% increase in company profits.
Dec. 2015 Project: Implement the IT Infrastructure for SCF Solutions Egypt
Achievement: I have successfully planned and implemented the IT infrastructure for SCF Solutions company in Smart Village, I have installed and configured the following:
Office365 Setup and configuration for the domain scfsolutionsegypt.com (Users, Mailboxes, MS Lync, MS one drive,)
HP computers with Windows 10 Licenses
HP Aruba 2920 Switch
Leased Line and ADSL Internet lines
DHCP Server
Cisco Access points,
CCTV.
NAS drive File server
Certifications:
-MCP: Microsoft Certified Professional
-MCDST: Microsoft Certified Desktop Support Technician: Windows XP
-MCTS: Microsoft® Certified Technology Specialist: Microsoft Windows Vista, Configuration
-MCITP: Microsoft® Certified IT Professional: Enterprise Support Technician on Windows Vista
-MCSA1: Windows Server 2003
-MCSA1: Messaging on Windows Server 2003
-MCSE1: Windows Server 2003
-ITIL – Foundation
-ICDL (UNESCO)
-CCNA - Cisco Certified Network Associate (Routing and Switching).
Language Skills:
Arabic – Native.
English – Fluent (Speaking, Listening and Writing).
Education:
Bachelor degree in "Commerce (Accounting)" Graduation Grade: "Good" May 2006 - Faculty of Commerce, Al Azhar University, Cairo, Egypt.
Interests
Like to socialize with friends regularly.
Enjoy developing my IT and Language skills.
Reading, Swimming, Judo, GYM and Running.
Volunteering and helping society.
Contact this candidate