Karim  Sayed, Remote Technical Support Team Leader

Karim Sayed

Remote Technical Support Team Leader

crossover

Location
Egypt - Cairo - 6th of October
Education
Bachelor's degree, Engineering
Experience
8 years, 5 Months

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Work Experience

Total years of experience :8 years, 5 Months

Remote Technical Support Team Leader at crossover
  • United States - Texas
  • August 2020 to March 2021

 Manage a team of 6 engineers L1 & L2.
 Working on long-lasting complicated issues by deep diving into the issue and analyze it, find weak points and create a qualified group of expertise and follow them up.
 Create a scheduled plan with deadlines for complex issue solving without affecting new incoming incidents flow.
 Creating Customer reports ( New, Solved, Pending, stuck, long-lasting ) issues and customized plans for Enhancement.
 Creating Daily, Weekly, Monthly & Quarterly reports for Customers & Management about incidents states and ideas for enhancement.
 Creating Customer product KB articles for known and repeated issues to speed up the solution time and automate the easy tasks.
 Report weekly progress for my team to the higher Management.

Remote Customer Support architect at crossover
  • United States - Texas
  • November 2018 to August 2020

 Solving complex & New customer problems including (Linux OS, Oracle DB, EMC Networker, F5 LB, EHDB Hadoop, IPD, Telesys GW)
 Dig deep into exploring source code, databases, logs, and traces to find RCA (Root cause analysis) and present them during Customer meetings.
 Creating customized & generic scripts to serve Customer needs.
 Finding new bugs and creating documented solutions and spread them to company teams.
 Creating and updating knowledge base articles to be used by other Engineers.
 Working closely with R&D team to provide minor code fixes.

Remote Technical Support Engineer at Crossover
  • United States - Texas
  • September 2017 to November 2018

 Solving customer problems including (Linux OS, Oracle DB, EMC Networker)
 Generating solutions using your product knowledge and our knowledge bases.
 Learning about new products, features, & solutions and help customers to implement them.
 Solve customer issues that L1 Customer Support Engineers could not solve
 Communicate effectively technical solutions to non-technical customers through Zendesk tool.

IT Supervisor at IHG
  • Egypt - Cairo
  • January 2017 to September 2017

 Administering 32 servers & 40 switches including 2 Core.
 Administering wireless access points & Controllers.
 All systems health performance report summary (Weekly).
 Fortigate firewall Administration& Management.
 Handling IT incidents for 200 co-worker and Guests.
 Moving and managing all Machines to Hyper-V

Network Administrator at RA Sports
  • Egypt - Cairo
  • May 2015 to January 2017

 Cisco, HP & 3COM Router & switches Administration.
 Wireless HP Access points and Access Administration.
 Dell SonicWall Firewall Administration.
 Network& System monitoring Kiwi Syslog &Solarwinds SNMP.
 Data & System Backups with EMC Networker.
 Implementing, Managing & troubleshooting Hyper-v servers

IT Specialist at RA sport
  • Egypt - Cairo
  • January 2015 to May 2015

 Installation and Configuration of AX POS for branches.
 Handling IT Issues and troubleshooting 30 Branch Plus 80 Users.
 Managing network issues and infrastructure.
 Windows XP\Vista 7, 8, 10 and Apple Mac Administrations.
 Managing and troubleshooting network printers issues.
 Hardware and Software Acquisition.

Help Desk Specialist at Aquatop
  • Egypt - Cairo
  • May 2012 to June 2014

 Administering Active Directory on Server 2008 R2.
 System Infrastructure - Managing (DHCP, DNS, Group Policy, WDS).
 Threat Management Gateway (TMG) 2010 Administration.
 Administrating Switches and VLANs.

Education

Bachelor's degree, Engineering
  • at Cairo university
  • November 2013

Specialties & Skills

Virtualization
System Administration
Windows Server Administration
Red Hat Linux
Network Administration
Routing
Linux administration
Security
switching
F5 Big IP

Languages

Arabic
Expert
English
Expert

Training and Certifications

MCSE (Certificate)
Date Attended:
March 2016
MCSP (Certificate)
Date Attended:
November 2015
MCSA (Certificate)
Date Attended:
August 2015

Hobbies

  • Life coaching