Mohamed Elwan

Provide front-line IT service desk support to internal users, ensuring timely incident resolution and service
delivery.
Manage Active Directory operations including user provisioning, group policies, and secure access control.
Troubleshoot hardware/software issues across desktops, laptops, and communication systems.
Collaborate with technical teams to escalate high-priority incidents and ensure business continuity.
Apply IT Service Management (ITSM) best practices to improve service response time and resolution rates.

Delivered Tier-2 technical support and service desk troubleshooting for end-users and clients.
Managed workstation configuration, network printer support, and OS/application deployment.
Investigated recurring issues and executed problem management to prevent service disruptions.
Assisted with IT asset inventory tracking and ensured compliance with IT security policies.

Led a team of IT service desk analysts and supervised daily technical support operations.
Oversaw incident management, ensuring minimal system downtime and quick resolution.
Coordinated with internal and external vendors to resolve escalated system issues.
Implemented ITIL-aligned workflows to improve ticket handling efficiency and SLA performance.
Managed deployment of system upgrades, hardware rollouts, and infrastructure changes.

Processed high-volume service tickets and resolved hardware/software issues.
Delivered application support and staff onboarding training.
Managed Active Directory accounts, user permissions, and security groups.
Installed and configured enterprise software following security protocol standards.

, Dubai
Providing IT Help & Support:
* Setting up new PCs & Laptops and connecting them to corporate domain
* Upgrading existent PCs & Laptops
* Changing and maintaining PCs & Laptops hardware (Hard drives, RAM, Keyboard,
etc.)
* Installing operating systems (Windows Server, Windows 7&10, MacOS)
* Connecting printers both over network (Wi-Fi & Lan) and USB connections
* Setting up testing laps for website debugging
* Monitoring servers, databases and other IT systems
* Patched software and installed new versions to eliminate security problems and
protect data
* Activated accounts for clients interested in new services
* Documented support interactions for future reference
Conducting Multimedia Tasks:
* Editing raw video footage adding effects, graphics and subtitles
* Designing and creating motion graphics
* Mixing video background music to voice overs
* Creating various types of video tutorials made from screen recordings
Project Management:
* Performed very well with VIP ministerial personnel
* Conducting brainstorming meetings
* Gathering and analyzing project details
* Managing project timeline
* Completing communication cycle between cycle and companys internal
departments
* Deliver and launch projects
* Preparing website quality reports

Managed IT help desk operations and provided technical support to UAE clients.
Performed hardware troubleshooting, printer configuration, and software installation.
Produced corporate video content for internal and external communication.
Worked closely with government-linked clients and VIP business stakeholders.