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Mohamed Abdelrahman, Technical Support Engineer

Mohamed Abdelrahman

Technical Support Engineer·ECC Solutions

Egypt

Diploma, Information Technolgy

Work experience

Total years of experience: 15 years, 4 months

Technical Support Engineer

October 2017 - Present

ECC Solutions

Cairo, Egypt

October 2017 - Present

Install and configure computer systems.
Diagnose hardware/software faults and solve technical problems.
Answers customer’s inquiries & fulfills their technical requirements regarding offered services in a timely manner.
Coordinates activities with network services, or other information systems groups.
Organize and Maintain the Data Center inventory and assets
Regulate and control the Data Center access either for persons or equipment.
Receive and deliver the customer equipment.
Escalate major problems or requests to other operations groups.
Follow up the pending requests with the other operations groups
Coordinating hardware repairs with the vendors.
Company industry:
IT Services
Job role:
Information Technology

Desktop Support Specialist

March 2015 - July 2017

Face Masr Newspaper

Cairo, Egypt

March 2015 - July 2017

installing, configuring and administrating computer systems and software, solving technical problems to the employees.
Company industry:
Journalism
Job role:
Information Technology

Support Engineer

March 2014 - February 2015

ECC Solutions

Cairo, Egypt

March 2014 - February 2015

Monitor and maintain the computer systems and networks of the hosted systems and provide technical support assistance to ECC customers via telephone, emails or face to face.
Company industry:
IT Services
Job role:
Information Technology

Technical Support Advisor

April 2013 - March 2014

Xceed Contact Center

Cairo, Egypt

April 2013 - March 2014

Handling customers problems related to ADSL lines, helping customers making configuration for new routers, and escalating major problems to appropriate support team.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Support Services

Customer Service Agent

February 2012 - October 2012

Etisal International

Cairo, Egypt

February 2012 - October 2012

Customer Service Agent at Etisalat Misr project
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Trainee

November 2010 - September 2011

Ministry of Communications and Information Technology (MCIT)

Cairo, Egypt

November 2010 - September 2011

Completed the MCIT Professional Training Scholarship (9 Months Program) UNIX/Linux System Administration Track.
Company industry:
Public Administration
Job role:
Teaching and Academics

Graphic Designer

March 2010 - November 2010

Sohag University E-Learning Center

Egypt

March 2010 - November 2010

Designing Graphics for Educational Materials
Company industry:
Primary, Prep, & Secondary School
Job role:
Design, Creative, and Arts

Education

Information Technology Institute (ITI)

April 2008

April 2008

Diploma, Information Technolgy

Egypt

Graduate Diploma in Graphic Design.

Assiut Unversity

November 2007

November 2007

Bachelor's degree, Law

Egypt

Skills

Customer Service Skills
Expert
Customer Service Skills
Expert
Service Desk
Expert
Service Desk
Expert
PC Software
Expert
PC Software
Expert
IT Operations
Expert
IT Operations
Expert
Windows Support
Expert
Windows Support
Expert
Institutional TOEFL from Sohag University {2010}
Intermediate
Institutional TOEFL from Sohag University {2010}
Intermediate
Train of Trainers Diploma in Graphic Design from Information Technology Institute (ITI) {2008}
Intermediate
Train of Trainers Diploma in Graphic Design from Information Technology Institute (ITI) {2008}
Intermediate
Oracle Certified Associate, Oracle Solaris 10 Operating System {2011}
Intermediate
Oracle Certified Associate, Oracle Solaris 10 Operating System {2011}
Intermediate
International Computer Driving License "ICDL" version 4 [English] {2009}
Expert
International Computer Driving License "ICDL" version 4 [English] {2009}
Expert
Oracle Certified Professional, Oracle Solaris 10 System Administrator {2011}
Intermediate
Oracle Certified Professional, Oracle Solaris 10 System Administrator {2011}
Intermediate
Oracle Certified Expert (Oracle Solaris 10 Network Administrator)
Intermediate
Oracle Certified Expert (Oracle Solaris 10 Network Administrator)
Intermediate
Oracle Certified Expert (Oracle Solaris 10 Security Administrator)
Intermediate
Oracle Certified Expert (Oracle Solaris 10 Security Administrator)
Intermediate
Customer Service Skills
Expert
Customer Service Skills
Expert
Service Desk
Expert
Service Desk
Expert
PC Software
Expert
PC Software
Expert
IT Operations
Expert
IT Operations
Expert
Windows Support
Expert
Windows Support
Expert

Languages

English
Intermediate
Arabic
Expert

Memberships

El Sawy Culturewheel

Member

March 2011

Resala Charity Organization

volunteer

June 2011

Training and Certifications

Certifications
Train of Trainers Diploma in Graphic Design
Jan 2008 - Apr 2008
Training
Unix/Linux System Administration
New Horizons Computer Learning Centers
Nov 2010
Cisco Certified Network Associate {CCNA}
Resala Training Center
Mar 2013

Hobbies

  • Photography, Cycling, Traveling, Reading