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Abdulrahman Salah, IT Support Lead (L3) & IT Account Manager

Abdulrahman Salah

IT Support Lead (L3) & IT Account Manager·SMART Technology Solutions

Egypt

Bachelor's degree, information technology

Work experience

Total years of experience: 6 years, 5 months

IT Support Lead (L3) & IT Account Manager

April 2023 - Present

SMART Technology Solutions

Jeddah, Saudi Arabia •Remote

April 2023 - Present

• Provide L3 support for complex infrastructure and network issues, resolving critical
escalations.
• Lead and supervise Service Desk (L1/L2), improving response times and service quality.
• Manage multiple client accounts and act as primary technical point of contact.
• Conduct Quarterly Business Reviews (QBRs) to improve service delivery.
• Ensure SLA compliance and monitor KPIs for support performance.
• Optimize IT infrastructure, improving performance and reducing downtime.
• Implement cloud solutions enhancing scalability and flexibility.
Company industry:
IT Services

it engineer support

September 2021 - Present

Smart technology solutions

Jeddah, Saudi Arabia

September 2021 - Present

IT services Engineer
Supporting 12 companies with team
Company industry:
IT Services
Job role:
Information Technology

IT Support Specialist

August 2021 - April 2023

SMART Technology Solutions

Jeddah, Saudi Arabia •Hybrid

August 2021 - April 2023

• Provided onsite and remote IT support, improving user satisfaction.
• Managed Active Directory, Azure, and Office 365 environments.
• Configured and maintained network devices including firewalls and switches.
• Supported large-scale events as L2 IT Support Specialist.
Company industry:
IT Services
Job role:
Information Technology

Network Engineer

April 2021 - August 2021

Golden Lake Hotel Marina

New Alamein, Egypt

April 2021 - August 2021

• Managed local network infrastructure and devices.
• Performed backup and disaster recovery operations.
• Resolved network performance and connectivity issues.
Company industry:
Tourism, Museum, & Cultural
Job role:
Information Technology

systems admin

January 2020 - August 2021

marina golden lake

Al Alamayn, Egypt

January 2020 - August 2021

System Administrator for Mariana Golden Lake hotel
Company industry:
Tourism, Museum, & Cultural
Job role:
Information Technology

Education

Mansoura University

May 2018

May 2018

Bachelor's degree, information technology

Egypt

GPA (percentage): 84%

GPA (percentage): 84%

Information Technology

Skills

Cloud Computing
Expert
Cloud Computing
Expert
Customer Support
Expert
Customer Support
Expert
Networks
Expert
Networks
Expert
Servers
Expert
Servers
Expert
Firewalls
Expert
Firewalls
Expert
PC Networking
Expert
PC Networking
Expert
Computer Hardware Troubleshooting
Expert
Computer Hardware Troubleshooting
Expert
Windows Server
Intermediate
Windows Server
Intermediate
Operating Systems
Intermediate
Operating Systems
Intermediate
System Administration
Intermediate
System Administration
Intermediate
Outlook
Expert
Outlook
Expert
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFRASTRUCTURE ARCHITECTURE
Intermediate
INFRASTRUCTURE ARCHITECTURE
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
NETWORK MANAGEMENT
Intermediate
NETWORK MANAGEMENT
Intermediate
NETWORK SWITCHES
Intermediate
NETWORK SWITCHES
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
PERFORMANCE MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SYSTEMS ENGINEERING
Intermediate
SYSTEMS ENGINEERING
Intermediate
TIER 1 TECHNICAL SUPPORT
Intermediate
TIER 1 TECHNICAL SUPPORT
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Hardware
Intermediate
Hardware
Intermediate
Backup
Intermediate
Backup
Intermediate
CCNA
Expert
CCNA
Expert
Customer Service
Expert
Customer Service
Expert

Social profiles

Languages

English

Expert

Training and Certifications

Certifications
Fortinet NSE4
Microsoft Certifications (SC-900, AZ-104, MS-100)
CompTIA Cloud+
ITIL V4
NSE4
CompTIA Cloud+
ITIL V4
Feb 2023
MS-100
Jun 2022
SC 200
Jan 2022
Training
MCSA
New Horizons
CCNP
new Horizons
CCNA
New Horizons

Hobbies and interests

Swimming