Ahmed Samir, Technical Support Lead

Ahmed Samir

Technical Support Lead

EFG Hermes

Location
Saudi Arabia
Education
Bachelor's degree, Computer Science
Experience
21 years, 9 months

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Work Experience

Total years of experience :21 years, 9 months

Technical Support Lead at EFG Hermes
  • Egypt - Cairo
  • My current job since July 2012

•Manage the IT support team on a day-to-day basis
•Act as a point of escalation for IT Support Service Issues
•Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix
•Owning root cause investigations, identification of recurring incidents and implementation of recommended actions to prevent further such incidents
•Management of high severity incidents, through to service restoration, including communication to the business and clients
•Create an IT Support Repository library

IT Operations Lead at EFG-HermesKSA
  • Saudi Arabia - Riyadh
  • My current job since May 2013

•Manage customer enquiries and issues via phone, email and the IT ticket tracking tool.
•Manage the IT support team on a day-to-day basis.
•Manage, maintain & create VM Servers over VSphere.
•Act as a point of escalation for IT Support Service Issues.
•Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix.
•Owning root cause investigations, identification of recurring incidents and implementation of recommended actions to prevent further such incidents.
•Management of high severity incidents, through to service restoration, including communication to the business and clients.
•Create an IT Support Repository library.
•Monitor Team Call Centre for Skill Level, Customer Service delivery and KPI.

Senior Technical Support Specialist at EFG Hermes
  • Egypt - Cairo
  • December 2009 to July 2012

•Managing and maintaining Maximo server
•Managing and creating users in the RSA Managing console
•Managing and Maintaining User PCs in Kaspersky Security Center
•Managing Backup Tape library.
•Managing and maintaining user encrypted laptops through ePO “McAfee ePolicy Orchestrator”
•Managing and maintaining Printer server

Technical Support Specialist at EFG Hermes
  • Egypt - Cairo
  • December 2007 to December 2009

•Assembling Computer systems and hardware support
•Software installation and support
•Maintaining and troubleshooting Desktop, Server, and Network hardware
•Managing And Creating Users in the Blackberry Administration Service
•Managing Bloomberg user accounts and Screens
•Creating new hired users in the active directory
•Creating extensions for new hired users in the ASA “Avaya Site Administrator”
•Encrypting User’s Laptop with ePO “McAfee ePolicy Orchestrator”
•Managing and releasing blocked user email through MEG “McAfee Email Gateway”

Technical Support Specialist at Egyptian Cement Company (lafarge)
  • Egypt - Cairo
  • June 2006 to November 2007

•System/Network administration Assisting
•Manage the day-to-day operations of company network and systems
•Network connectivity (Hubs, Switches, Routers, Terminal Servers)
•Maintain and troubleshoot Desktop, Server, and Network hardware
•Manage Network security, user accounts, and file security
•Creating Disaster Recovery Plans & Testing it
•Daily Security Check for network & Servers vulnerabilities
•Developing security procedures & Plans (Windows updates, Services & Corporate antivirus securities)
•Documentation of operations' procedures in case of Disaster
•Computer systems assembly and hardware support
•Software installation and support

Education

Bachelor's degree, Computer Science
  • at Modern Academy In Maadi
  • May 2003

Graduation Project: Very Good

Specialties & Skills

Computer Hardware Troubleshooting
Hardware 2FSoftware Installation
Active Directory
Computer Hardware
Blackberry Enterprise Server
IBM Lotus Domino 6.5 (Client)
IBM Maximo 6 (Server, Client)
MS Exchange server 2003, 2007
Active Directory
Kaspersky Corporate Edition
MS Office XP, 2003, 2007
Windows 8, Vista, 7, 2003, 2008 Server

Languages

Arabic
Expert
English
Expert

Training and Certifications

Fundamentals of Windows Server 2008 Network Infrastructure and Application Platform (Training)
Training Institute:
Global Knowledge
Date Attended:
June 2009

Hobbies

  • basketball, technologies, smart phones.