Technical Support Team

MOHAMED HESHAM

Maadi - Egypt 010******** **********************@*****.***

Summary

Dedicated and experienced Technical Support Team Lead with a robust background in overseeing critical IT operations, specializing in backup management, network infrastructure, security protocols, and proactive monitoring. Known for proficiently handling Synology and NAS storage systems, implementing rigorous backup strategies, and ensuring data integrity and availability. Skilled in cloud and on-premises security measures, adept at configuring firewalls, establishing rule sets, and implementing application filters to safeguard organizational assets.

Key Competencies:

• Backup Management: Expertise in utilizing Synology and NAS storage systems to maintain reliable backup procedures, ensuring seamless data recovery and minimizing downtime.

• Security Protocols: Proficient in designing and implementing cloud and on-premises security frameworks, including firewall configuration, rule management, and application filtering to fortify infrastructure against cyber threats.

• Network Infrastructure: Experienced in managing and optimizing network infrastructure to enhance performance and reliability, proficient in network monitoring tools and troubleshooting methodologies.

• Remote Monitoring and Management (RMM): Skilled in utilizing RMM platforms to monitor devices, execute scripts, and schedule maintenance tasks, ensuring proactive system management and operational continuity.

As a proactive leader, adept at fostering collaborative environments and driving team performance through effective communication and mentorship. Possess a proven track record in delivering high-quality technical support and implementing scalable solutions that align with organizational objectives. This summary highlights key technical skills and leadership qualities relevant to the role of a Technical Experience

Technical Support Team Leader 12/2023 to Current

Comodo Technology (MSP) Cairo

• responsible for managing the daily operations and performance of a technical support team. This includes assigning and monitoring tasks, tickets, and projects, providing feedback and coaching to team members, handling escalated customer issues and complaints, communicating with other teams, departments, and stakeholders, developing and implementing policies, procedures, and standards, reporting and analyzing metrics, trends, and issues, evaluating and improving workflows, tools, and processes, as well as troubleshooting and resolving technical problems.

• Created comprehensive reports on team performance, customer feedback, and support issue resolution rates for senior management.

• Managed escalated technical issues, providing expert guidance and ensuring customer satisfaction with resolutions.

• Led technical support team in delivering high-quality customer service, resolving complex technical issues promptly.

• Analysed performance data to identify trends and areas for improvement, leading to enhanced team efficiency.

• Performed routine audits of systems and software, applying fixes and enhancements to ensure compliance with IT standards.

• Documented IT procedures, guidelines, and technical specifications to build a comprehensive knowledge base.

IT Systems Administrator 02/2022 to Current

3D Diagnostix Maadi, Egypt

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners

• Monitoring and maintaining computer systems and networks

• Responding in a timely manner to service issues and requests

• Providing technical support across the company (this may be in person or over the phone)

• Setting up accounts for new users

• Repairing and replacing equipment as necessary

• Testing new technology.

• Reviewed and updated IT policies and procedures, aligning them with current best practices and compliance standards.

• Implemented disaster recovery strategies and conducted regular backup operations to safeguard critical data.

• Administered user accounts, permissions, and access rights, maintaining strict data security protocols.

• Engaged in strategic planning sessions to align IT infrastructure with organisational objectives.

• Customised and deployed software packages across the organisation, meeting specific user requirements.

• Developed and maintained comprehensive documentation for system configurations and procedures.

• Facilitated training sessions on new software and technologies, empowering employees with up-to- date knowledge.

• Managed and monitored system performance, implementing upgrades to enhance efficiency across the network.

• Diagnosed and resolved complex network issues, reducing downtime and enhancing productivity.

• Managed system cybersecurity, implementing firewall, anti-virus software, and VPN for fewer cyber attacks.

• Set up and maintained firewalls on servers, workstations and network hardware. Technical Support Hardware Engineer 08/2020 to 02/2022 Interact technology solutions Maadi, Egypt

• Handled tickets with remote and on-site support based on the nature and complexity of issues

• Set up equipment for employee use, ensuring proper cables, operating systems, and appropriate software were installed

• Read technical manuals and conducted computer diagnostics to investigate and resolve problems

• Resolve technical issues related to network interruptions

• Test and evaluate new technology.

IT Specialist 11/2019 to 03/2020

Al Hafez Trade & Distribution Cairo, Egypt

• Diagnosed and resolved technical hardware and software issues

• Provided expert technical advice, leadership, and direction on IT-related issues

• Install software applications for users

• Trapshooting and monitoring network.

• Administered user accounts, permissions, and access rights, maintaining system security.

• Managed IT inventory, tracking hardware and software assets to ensure compliance and budget adherence.

• Updated software for new functionality and improved security.

• Backed up servers regularly to reduce data loss. Skills

• Hardware Troubleshooting

• Computer Networks

• Java Programming

• C++ Programming

• Flutter&Dart

• Technical leadership

• Technical issues analysis

• Software diagnosis

• Hardware upgrades

• Desktop support

• Firebase

• CCNA

• MCSA (Windows Server 2016)

• Firewalls,VPN

• Active Directory

• Data processing

• Staff education and training

• RMM expert

• Synology expert

• Skilled in TCP/IP and WAN

• Routers & Switches

• ESXI & Hyper-V expert

• Vsphere

• Cisco Umbrella (Cloud Firewall)

• NAS Storage & Backups

• Bash Script

• DHCP & DNS

• VLANS

Courses

• A+

• CCNA R&S

• MCSA

• Programming with C#

• Programming with Flutter & Dart

• Sophos certified (Sophos Certified Administrator-XG-Firewall)

• VMware vSphere Esxi Solution Course

• Veeam Backup

• Synology NAS Storage and Backup Solutions Course

• Bash Scripting

Education

BSc. Computer Science 09/2018

MTI University Cairo, Egypt

• Grade: Good - {2014-2018}

• Stenography and cryptography

• Enterprise software solution that integrated for information security Languages

Arabic: First Language

English: B2

Upper Intermediate

Personal Information

• Date of birth: 05/21/96

• Nationality: Egyptian

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