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Abdullah Nageh, System Engineer

Abdullah Nageh

System Engineer·WorldPosta

Egypt

Bachelor's degree, Management Information System

Work experience

Total years of experience: 5 years, 4 months

System Engineer

January 2025 - Present

WorldPosta

Cairo, Egypt Hybrid

January 2025 - Present

• Created database documentation for Exchange On-Premises, detailing procedures to ensure system reliability and operational
efficiency.
• Created customer satisfaction documentation to improve communication and support processes with end-users.
• Created Exchange On-Premises documentation, including troubleshooting guides, step-by-step solutions, and best practices.
• Improved operational efficiency by documenting standardized procedures, reducing incident resolution time by 90%
• Monitored and troubleshot issues within databases and mailboxes, collaborating with teams to keep systems running smoothly.
• Contributed to process improvements and standardized workflows for mailbox and database management.
• Managed and maintained multiple databases and mailboxes using PowerShell scripts, ensuring smooth email delivery and system
reliability.
• Administered and configured email security solutions, reducing spam and malware incidents by 40% .
• Maintained high system availability (99%+ uptime) supporting 3000+ users in a fast-paced environment.
• Diagnosed and resolved complex mail flow issues, message delivery failures, and client connectivity problems (Outlook, OWA,
Mobile).
• Contributed to continuous improvement initiatives aligned with ITIL and operational excellence standards.
• Managed user mailboxes, distribution groups, resource mailboxes, and permissions via EAC and PowerShell.
• Implemented and enforced email archiving and retention policies using Exchange features and third-party tools to meet regulatory
compliance.
• Ensured compliance with ITIL best practices, ISO standards, & client SLAs.
• Collaborated with network, security, and application teams on system integrations, Exchange upgrades, and migration projects.
• Provided Tier 3 technical support and expert guidance to IT support staff and end-users on email-related issues.

Company industry:
IT Services

System Engineer

January 2024 - Present

Worldposta

Cairo, Egypt Hybrid

January 2024 - Present

Company industry:
IT Services

Technical Support Representative.

January 2024 - January 2025

Teleperformance

Cairo, Egypt

January 2024 - January 2025

• Provided Tier 1/Tier 2 technical support for IT communications services in the US & Canada markets.
• Promoted to L2 position and selected for nesting support role due to strong performance and technical skills.
• Achieved key performance indicators including End User Critical, Business Critical, and Customer Critical metrics.
• Maintained an average customer satisfaction rating of 94.87% through effective communication and problem resolution.
• Collaborated with cross-functional teams to improve service delivery and workflow processes.
• Maintained accurate records of interactions and ensured customer satisfaction.
• Identified opportunities for process improvements, contributing to faster resolution times and better customer experience.
• Mentored and onboarded new hires, providing step-by-step guidance on company processes, customer handling, and technical
tools to ensure smooth integration into the team.
• Demonstrated leadership by monitoring progress, giving constructive feedback, and fostering a collaborative, productive
environment.

Company industry:
Call Centers & Customer Care Outsourcing

Senior Property Consultant

January 2021 - November 2023

The Address Investment

Cairo, Egypt

January 2021 - November 2023

• Assisted clients with decision making by providing comparative market analysis and property insights.
• Supported construction and property development activities by coordinating with contractors, legal teams, and vendors to ensure
compliance and on-time execution.
• Tracked documentation, contracts, and approvals to maintain accuracy and ensure process compliance.
• Collaborated with internal teams, legal advisors, and vendors to streamline processes and ensure compliance.
• Assisted realtors and brokers with material distribution and client communication.
• Facilitated contract negotiations and transaction coordination, contributing to revenue growth and successful project delivery.
• Utilized CRM systems to manage the team, client data and personalize interactions.
• Built and maintained strong relationships with clients, understanding their needs and providing tailored solutions.
• Negotiated contracts and facilitated deals, contributing to revenue growth and client satisfaction
• Conducted market research to identify opportunities and advise clients on property values and trends
• Built and maintained strong client relationships, understanding their needs and providing tailored solutions.
• Negotiated contracts and facilitated deals, contributing to revenue growth and client satisfaction.

Company industry:
Real Estate

Education

Modern Academy For Computer Science And Management Technology

May 2024

May 2024

Bachelor's degree, Management Information System

Egypt

Modern Academy

May 2024

May 2024

Bachelor's degree, Management Information Systems

Egypt

Skills

BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
CONSTRUCTION
Intermediate
CONSTRUCTION
Intermediate
ELECTRONIC DATA INTERCHANGE
Intermediate
ELECTRONIC DATA INTERCHANGE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
RECORDS MANAGEMENT
Intermediate
RECORDS MANAGEMENT
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
STAKEHOLDER MANAGEMENT
Intermediate
SYSTEMS ENGINEERING
Intermediate
SYSTEMS ENGINEERING
Intermediate
VENDOR MANAGEMENT
Intermediate
VENDOR MANAGEMENT
Intermediate

Languages

Arabic
Beginner
English
Beginner
German
Beginner

Training and Certifications

Certifications
Microsoft Certified Solutions Associate
CompTIA Network+
CISCO Certified Network Associate
Azure Fundamentals
Microsoft Exchange Administration
Information Technology
Microsoft Excel Advanced – Pivot Tables, VLOOKUP, Reporting
Process Improvement Foundation
Operations Management
Project Planning and Control
Certified Associate in Project Management

Hobbies

  • Watching Movies