Karim Samy Abdallah Ibrahim

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

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

E-Mail : adcmyo@r.postjobfree.com

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

first police station,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.

Education

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

Accomplishments

Graduation project: Mobile Jammer

Work Experience

Etisalat Misr

Position: IT Service Management Senior Analyst

Period:September 2019 – December 2019

Job Description:

HP Service Manager :

Installing,designing,configuring and testing IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management, Service Level Management & Operational Level Agreement,workflows )

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 IT Service Management modules (Incident Management, Problem Management, Service Level Management & Operational Level Agreement..etc.) issues

Engagement in user system and support requirements gathering and analysis to provide design and architectural recommendations as it’s related to Service Desk and Configuration Management applications.

ITS (International Turnkey Systems)

Position: Customer Service Engineer

Period:February 2017 – August 2019

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,Configuration Management issues.

Engagement in user, system and support requirements gathering and analysis to provide design and architectural recommendations as it’s related 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

SalesForce

Extracting reports for customers and business owners

Checking & ensuring that all customer contracts have the correct data/status

Managing & troubleshooting Remedy integration issues with SalesForce

Checking for the changes that need to be done for making the business processes effective

Position: Assistant Customer Service Engineer

Period: September 2013 – February 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, Salesforce, Active Directory, Exchange, VPN, Skype for Business, 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

Courses

SalesForce Administrator

Querying Microsoft SQL Server 2012

Red Hat Enterprise Linux 7 System Administration I

Red Hat Enterprise Linux 7 System Administration II

MCSA

ITIL IT Service Operation (Certified)

ITIL Foundation (Syllabus 2011) (Ceritifed)

Business Management Expert (Certified)

CDMA

GSM

Matlab

Scholarships & Training

Ministry of Communications & Information Technology Scholarship (2010 – 2011)

CCNA Academy (Certified)

MCITP (Certified)

CompTIA A+ (Certified)

CompTIA S+ (Certified)

Cisco IT Essentials (Certified)

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 skills

Presentation skills

Business Management Expert

Completed Business Management course in Michigan Academy

Suez Company For Oil (SUCO)

Training in troubleshooting Network & Hardware issues

Capabilities

Languages Skills : Arabic-Degree: Mother tongue

: English-Degree: Pass TOEFL:519

: Fair knowledge of French

Computer Skills : ICDL (2010)

: MS Office (2010,2013,2016)

Personal Details

Date of Birth : 17-12-1986

Religion : Muslim

Marital status : Single

Military Service : Exempted

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