It Support Project Management

MEDHAT MOUSA

PROFESSIONAL SUMMARY

I am a highly skilled IT professional. My expertise lies in network engineering, cybersecurity, and infrastructure solutions, integration and troubleshooting. My analytical approach is geared towards improving IT support and driving continuous improvements. I excel at strategic planning, project management, team development, and have deep knowledge of cloud computing modeling systems integration for enhanced performance and security. Upgrading, and migrating computer hardware platforms such as (HP, Dell and Lenovo), operating systems Windows 11 and the necessary applications for over 500 end-users. Training the end-users’ on the new installed and upgraded platforms in order to maximize productivity.

IT TECHNICAL SUPPORT : CITIBank Corporate- Florence, KY 10/2023 - Present EXPERIENCE

513-***-**** ************@*****.*** 5700 Winton Rd. Cincinnati, OH Performed break fix and deployment services for strategic accounts (Commercial and Federal) and warranty customers for Desktops, Retail Systems, and Printers. (Break fix for approximately 1500 devices: Dell- HP) including Bank of America and Wells Fargo & Company. Provided IT support: desktops, laptops, etc – POS - Windows 7/ 10, 11 & OSX Provided support to users to diagnose, troubleshoot and resolve related problems. Customer service and guiding clients through their technology problems. Received tickets and scheduled customers/businesses to drive to their location and swap/ install hardware components/ operating systems/ firmware, applications for laptops, desktops, tablets, servers, and printers.

Worked with available time frames, calculating travel time, etc. FIELD ENGINEER : Hp Inc - Cincinnati, OH 02/2021 - 08/2023 IT SUPPORT CONSULTANT : OCS LLC - Cincinnati, OH 09/2017 - 01/2021 Deployed endpoint security systems, MAC OS, upgrading, migrating MS products such as Windows 7 to Windows 10, Windows Server 2016, 2019, 2022, Office 365 and maintaining Android based devices.

Hardware Troubleshooting such as HP, Dell Desktop workstation, Apple products, TCP/IP network and main infrastructure services issues, e.g., DNS, DHCP, Active Directory, Cisco routers and Access Points.

International Black Sea University- 2009-11 Georgia MS, Computer Science MS O f f i c e 3 6 5 P r o f i c i e n t Network Engineering Business Analysis I n f r a s t r u c t u r e a n d S y s t ems Administration P r o j e c t Management Desktop S u p p o r t Adaptive P r o b l ems S o l v i n g Decision-Making T e am Development

& L e a d e r s h i p S t r a t e g i c P l a n n i n g Cybersecurity & P e n e t r a t i o n T e s t i n g PowerShell C l o u d Computing, Azure S e r v i c eNow S y s t ems I n t e g r a t i o n . SKILLS

EDUCATION

Thesis: VDI, Virtual Desktop Infrastructure and its effects on the enterprises IT MANAGER : Apex Financial Services Ltd - Tbilisi, Republic Of Georgia 01/2012 - 12/2014 Deployed, vSphere components, ESXi 5.x hosts and integration issues with other platforms. Delivered Enterprise Office 365 projects in a hybrid deployment/mode (Microsoft Exchange, SharePoint 2013).

PROFESSIONAL CERTIFICATES ( + 2 0 )

Microsoft Certified Technology Specialist: Microsoft Exchange Server 2010, Configuration. Microsoft Certified IT Professional: Enterprise Messaging Administrator on Exchange 2010. Microsoft Certified Technology Specialist: Microsoft System Center Operations Manager 2007, Configuration.

Microsoft Certified Technology Specialist: Microsoft Office SharePoint Server 2007, Configuration.

HP Blade & ProLiant ML/ DL System Servers Engineer. LECTURER, COMPUTER SCIENCE - Nile University of Nigeria - Abuja, Nigeria 06/2015 - 07/2016 Developed syllabi, lesson plans and lecture materials for (Graduate and Postgraduate) level.

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