Ahmed Abouelnas

• Led and trained a team from entry-level to proficient IT support specialists.
• Diagnosed and resolved complex computer connectivity and network issues.
• Troubleshot and resolved VPN and firewall issues on the client side.
• Deployed, installed, and fixed errors in various Windows applications.
• Administered Exchange Server, including account creation, email integration with Active Directory, and subscription license management.
• Executed comprehensive Active Directory administration, including user account management, security group configuration, access control, and computer domain/Entra ID management.
• Leveraged all available resources to ensure optimal user satisfaction and issue resolution.
• Administered Intune, managing compliance issues, policy configurations, and resolving policy conflicts.
• Managed Microsoft 365, including user account setup, subscription management, and issue resolution.
• Resolved Outlook issues, including profile setup, cache management, loading problems, compliance issues, and activation.
• Managed Cisco CUCM (Unified Communications Manager) and UCCX (Unified Contact Center Express), handling all call management and reporting through CUIC (Cisco Unified Intelligence Center).
• Managed ServiceNow Ticketing System for generating and analyzing reports, including scorecards for performance tracking and issue resolution metrics, also developed and managed catalogs and scripts.
• Last project: integrated MS Teams with ServiceNow so when a ticket is assigned to agent he gets notified on MS Teams.

• Delivered on-site technical support for hardware, networking, and system installations across client locations.
• Performed diagnostics/troubleshooting/maintenance for desktops, laptops, monitors and printers.
• Responded to incidents and service requests, ensuring minimal downtime and high client satisfaction.
• Coordinated with vendors and internal teams for hardware replacements and escalated issues.
• Documented service reports, configurations, and technical procedures for future reference.
• Ensured compliance with security and safety standards at all work sites.

• Delivered on-site technical support for hardware, networking, and system installations.
• Performed diagnostics/troubleshooting/maintenance for desktops, laptops, monitors and printers.
• Responded to incidents and service requests, ensuring minimal downtime and high client satisfaction.
• Coordinated with vendors and internal teams for hardware replacements and escalated issues.
• Documented service reports, configurations, and technical procedures for future reference.
• Ensured compliance with security and safety standards at all work sites.

Penetration Testing and Vulnerability Scanning