Mohamed Sabry Ramadan Said Ahmed

Address *: **th District, Nasr City, Egypt

Address 2: Shebin Al-kawm, Minufiya, Egypt

Mobile: +20-100*******

Email: adwnbi@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/mohamed-sabry-b89a4672/ Profile

An accomplished, versatile and results-driven professional with a proven track record in driving IT QOS and increasing user satisfaction, ultimately benefiting the company bottom line. Objective

Looking to secure a challenging and rewarding role within network engineering industry, where skills, knowledge and expertise gained throughout previous experience in information technology sector can be transferred across and utilised to best effect for the benefit of your organisation. Key Competencies

Leadership & active team player Ambitious, self-motivated and self-confidence

Communication skills

Excellent researcher and self-learner

Pressure tolerant and hard worker

Market changes adaptive

Career Summary

Mar 2022 – Present

(Egypt)

Senior EMEA IT Support Engineer @Centro CDX

Fluence Energy project

Onboarding and offboarding users and laptops through O365 admin console, AD, and MS Azure admin center.

Providing L1 and L2 remote support and handling SolarWinds tickets.

Communicating IT orientation sessions to new hires.

Laptops auto registration, manual registration, Hash\HWID and OOBE imaging.

Managing users’ mailboxes, groups, shared mailboxes through O365 Exchange admin console.

Managing devices and apps through MS Intune and Azure Endpoint manager.

Managing MS Teams channels, groups, domestic calling numbers, licenses, and access through Teams admin console.

Got assigned admin roles like Authentication admin, Exchange admin, Azure Global Reader, HelpDesk admin, Intune admin, Teams admin, User admin.

Applying tasks related to MS 365 defender like campaigns, message tracing and whitelisting trusted URLs

Administrating Adobe admin for assigning licenses of Adobe Pro DC and Adobe Sign and troubleshooting.

Executing supervisory tasks related to reporting, auditing, and integration. Oct 2021 – Mar 2022

(Egypt)

GS IT End User Support Engineer @Tech Mahindra

Majid Al Futtaim project

Providing onsite L1 and L2 end user IT support and managing site IT infrastructure.

Onboarding and offboarding users and devices.

Managing users’ accounts, MFA and Office 365 licenses.

Data backup, migration and restore over AWS and O365 cloud services.

Configuring WVDs\VDIs and VPNs of retail systems, ensuring other domain users (Carrefour, Ventures, Properties\Holdings) are working smoothly on Global Solutions domain platforms and rectify issues.

Executing changes on site and performing daily basis audit on all IT equipment to ensure functionality, availability, and stability.

Handling ServiceNow tickets, Monitoring the team queue to ensure SLAs are met and avoid any breaches.

Managing assets managing module on ServiceNow and tracking IT assets.

Communicating IT onboarding sessions\meetings and guides to new hires.

Participating in the continual service improvement process and enhancing user service catalog.

Enhancing captured SCCM images.

Feb 2021 – Oct 2021

(Egypt)

Senior IT Support Engineer @Excis Compliance Ltd.

Procter & Gamble project

Tier 1.5 IT support in a full O365 environment.

Performing monthly site audit for IT meeting rooms, IT facility rooms and hardware reconciliation.

Coordination with tier 2 teams to keep all network devices, servers and services up in the site.

Providing onboarding sessions for the new hires and preparing guided documents.

Supervising the installation and configuration of new devices.

Organize data centers, cable management, patch panels, patch cords, routers, switches and servers.

Configuring Polycom IP Phones, Cisco VCRs and adjust the VLAN ports.

Preparing and OOB imaging of laptops for new hires, arranging PCTU laptops for current users.

Managing 2FA console “PingID” to enrol the users’ accounts.

Provide hardware, software support and administration including (servers & desktops, laptops, IP Phones\Video conferences, Printers\MFP, MAC devices).

Managing the hardware tracing and status on CMDB (IT asset management module).

Managing Service Now dashboards and monitoring the assets status.

Coordinating between SAP team for capitalizing the new assets and CMDB team to get them updated on IT asset management module.

Oct 2014 – Oct 2020

(Qatar)

Technology Support Engineer @Ali Bin Ali Technology Solutions Aljazeera Media Network project

Team leader for SD functional group of systems with roles of creating weekly reports, RCA, identify key incidents, breached tickets, achievement tasks, action trackers, delegations, problems and call for ORM.

Handling Arabic and English users’ calls, log a case using ITSM tools (ServiceNow and Jira).

Perform on-site and remote support.

Provide hardware, software support and administration including (servers & desktops, laptops, IP Phones\Video conferences, IPTVs, Wacoms, Printers\MFP, MAC devices).

Handling emails of the users and technology teams as per the agreed procedures and policies.

Prioritize and escalating cases to technology tiers, follow up to get them solved within agreed SLA\OLA.

Dealing with incident, service request, tasks, change, problem and assets management catalog modules.

Problem coordinator skilled to specify the problem candidate tickets, RCA, preventative actions, technical guides and get them documented on KB.

Training users to solve the common issues by attend one to one training, over remote sessions, creating documented guides and recorded videos to publish them on the users’ service catalog portal.

Administration of AD, MS Exchange and Skype 4B servers to manage and maintain the users’ accounts, emails, groups and email archiving solutions (CommVault, EV, EMC AVAMAR).

Manage and maintain SFTP accounts using FTP server.

Manage HW, SW inventories and deployments over SCCM server and Lan Sweeper.

CUCM server administration to handle users’ profiles, IP phones configuration and solve related issues.

Provide recommendations for new equipment and services according to the business needs.

Managing information security systems and monitoring solutions including (LogRhythm SIEM, FireEye, Carbon Black BIT9, Cisco Content Security Management Appliance, Sophos, Solar wins).

Managing file server and file share permissions.

Supporting 5000+ users on site, over phone and overseas.

Committed to achieve management vision, yearly team objectives and meet engineer performance criteria.

Repairing and maintaining TCP/IP networking and hardware.

Managing 2FA consoles “RSA secure ID & DUO Security” to enrol the users’ accounts.

Administration of printer servers and print management solutions.

Providing support to broadcast related systems and software including (INEWS, Media Central UX, VPMS, Avid interplay, Avid media composer).

Dealing and participating in DR plans and security breaches to recover without damaging the forensics.

Prepare new software/solutions’ requirements, testing scenarios and apply heavy testing scenarios. Nov 2013 – Oct 2014

(Egypt)

IT Technical Support Engineer @Value Tech Group

Manage, configure and maintain PCs, Laptops, Printers, IP Phones, IP Cams, QNAP servers, Windows server 2003&2008, Active directory, Cisco Unified Call manager server, fingerprint devices, Routers, Switches and Networks.

Supporting 7 different sites with different infrastructure.

Provide recommendations for new equipment and services according to the business needs.

Dealing with technology solution companies and get quotas ready for hardware and do purchasing.

Inspecting the infrastructures and draft solutions and recommendation. Aug 2013 – Oct 2013

(Egypt)

Tech Support Call Center Representative @TE Data

Solving customers’ ADSL and SDSL internet issues by troubleshooting over phone.

Escalate to the appropriate team using ticketing system and follow up calls. Professional Development

CCNA R&S – Mnf. University CCNP R&S – pursuing for certification

MCSE – Mnf. University

ITIL V3 practicing – pursuing for ITIL V4 cert

Information security fundamentals cert

MCSA 2016 – (Passed 70-741 exam with MSID:

13080633) pursuing for complete certification

Training on broadcasting systems and applications Education

2006-2010

B.Sc. Computers and Information Systems, Faculty of Computers and Information, Information Technology Department – Menoufia University.

Grade: Accepted.

Project grade: Excellent.

Graduation Project

Project title: CISCO IP Telephone Using CISCO Unified Call Manager Server.

Project Description: Install, configure, and maintain Cisco IP Telephony solution and support Cisco Unified Call Manager v4.1, Configure gateways, gatekeepers and switches, build route planes to place Intra and inter-cluster Cisco IP phone calls.

Category: Voice Over IP.

Tools: CISCO call manager server, Wireshark, CISCO IP communicator software, VMware Workstation, switch and network cables.

Key I.T Skills

MS Office package and office 365 Remote desktop connection manager

GNS 3, Packet tracer and Putty

VMWare workstation and vSphere

Windows Server 2016, Win 10&11, Win7

Microsoft Azure and OOBE

Adobe products

AirMagnet and Wireshark

MAC OSx

ITSM

Other Details

Languages

Arabic: Native

English: Professional

Interests:

Marital status:

Searching, learning, being up to date, RCA and doing sports like football Married

Thanks for your time reading my CV

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