حمزة شعبان

• Administering Workspace ONE UEM: policies, compliance, and device lifecycle
(enrollment - compliance - enterprise wipe).
• Managing user permissions & access roles across the MDM platform.
• Troubleshooting Hub Intelligence & device registration issues.
• Implementing and maintaining security configurations (Wi-Fi, VPN, Email, restrictions).
• Splunk: log analysis, threat detection, security monitoring, and alert correlation.
• Netskope: cloud security enforcement, secure web gateway policies, and data
protection.
• Successfully delivered a system version upgrade project for EXPRO

• Standardized ITSM processes in ServiceDesk Plus aligned with ITIL v3 & v4 best
practices.
• Designed & structured the Service Catalog (categories, descriptions, SLA linkage).
• Built a comprehensive SLA framework with escalation matrix and compliance reporting.
• Improved Incident Management workflows (logging, categorization, prioritization,
automated assignment).
• Established governance model: weekly SLA reviews, monthly service meetings, and
RACI model.

• Maintained site infrastructure and ensured smooth daily operations.
• Managed on-site technical activities and provided regular progress reports.
• Diagnosed and resolved 2nd-line incidents and service requests.
• Escalated unresolved issues per defined procedures.
• Supported audit readiness and compliance standards.
• Handled technical equipment delivery, installation, and upgrades.
• Deployed and troubleshooted systems using Autopilot, Intune, and SCCM.
• Enhanced productivity through Citrix VDI environment management.
• Monitored security events to prevent potential breaches.
• Delivered user workshops and SOP-based training sessions

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• MS Windows server 2019 (Deploying - Managing - Creating New Domain
Migrating)
• Windows Azure Dev-ops
• Microsoft Office 365
• Microsoft KMS
• WSUS, WDS, SCCM
• Linux (Red Hat 7 - Ubuntu)
Firewalls (FortiGate 100D)
Anti-viruses (Kaspersky security for windows server)
VMware
Backup
Technical Business & Management: -
• 27001
• Supporting INFOR Technical Issues

• Working on a ticketing system HP(SM9)
• Working on an inventory management system HP(AVS)
• Doing troubleshoots on Cisco switches with the global technical team
• Achieving a re-cabling & organizing project for the data center room
• Negotiated contracts with vendors and suppliers
• Support the end users technical problems in the two sites. The factory 6 October &
New Cairo Office

Iskraemeco is a Slovenian company one of ElSewedy Electric Group. Working with
Smart metering provides utilities with necessary data to manage energy use, anticipate
demand and achieve cost efficient operation. It also helps consumers to act more
sustainably while lowering their energy bills.
Job Objectives:-
OS :-
Microsoft Widnows server 2019 ( Deploying - Managing - Creating new Domain )
Linux ( Red Hat 7 - Ubuntu )
Firewalls :-
Fortigate 100D
Anti-viruses :-
Kaspersky security 10 for windows server
Vmware :-
VSphere 6.7
Backup :-
Veeam Backup & Replication 10.0
Technical Support Engineer
Heinz Company, is an American food processing company headquartered in Chicago,
Have a factory located in Egypt, 6 Of October. part of the Kraft Heinz Company
Job Objectives:-
Working on a ticketing system HP(SM9)
Working on an inventory management system HP(AVS)
Doing troubleshoots on Cisco switches with the global technical team
Achieving a re-cabling & organizing project for the data center room
Negotiated contracts with vendors and suppliers
Support the end users technical problems in the two sites. The factory 6 October &
New Cairo Office

• Microsoft windows server 2016(Domain Controller, Active Directory, File Sharing )
• Firewall Fortigate, (FortiClient VPN - Firewall Policies - App Blocking - Group
Users - Monitoring Traffics &quota-Mail Protection)
• Anti-viruses Bitdefender (Set Groups - Run Updates - USB Blocking - Application
Blocking - Web Filtration)
• Cisco Switches & Access Point
• San storage Lenovo (Configuring network access-Monitoring devices and
activities- Track Alerts - Set Raid)
• Support a full Avaya system
• Support the end users technical problems in the two sites Egypt office and KSA

• MS server 2016 ( Domain Controller, Active Directory, File Sharing - DHCP)
• Firewall TMG ( Installing &Configuration-Access Rules - Web Proxy - Malware
Inception - URL Filtration- Migrated with GFI )
• Achieving a migration the Maadi head office building and run all the services over
again3. Achieving a migration the factory from Elsalam city to 10 of Ramadan and
run all the services over again
• Achieving a project for set up Cams all over the factory site

• Support the end users technical problems in Cairo and outside Cairo remotely.
• Windows server 2012 R2 Active Directory
• Working on handhelds for the Sales team Technical and functionally