Technical Support
Global Knowledge
Total years of experience :8 years, 10 Months
Technical Support, Global Knowledge, Cairo, Egypt November 2011 - March 2012
System Migration Engineer, Oxy Oman
Collaborated with team members in upgrading hardware (RAM, I/O Devices), Installed, troubleshot and resolved software issues, provided remote support and deployed all Occidental operating systems to Windows 7
• Software used: SCCM, Remote desktop, MS Outlook
• Tasks included: Pick up PC's from offices and drilling locations, schedule PC's for deployment, backup and restore user profiles with caution, install required software, upgrade hardware if needed, support users running Windows 7, report weekly progress to headquarters.
System Migration Engineer, bel Egypt (La vache qui rit)
Led team members into assigned tasks related to upgrading hardware, software and migrating all bel Egypt Operating Systems to Windows 7
• Software used: GEODE SCC, Remote desktop, MS Outlook
• Tasks Included: Scheduling user PC's for migration, Upgrading PC hardware if needed, make sure PC's are delivered to users on time, support team members with deployment process, support employees running Windows 7, report team daily progress to headquarters.
Volunteer Coordinator, The March for Justice, Cairo, Egypt June 2003- December 2011
• Provided base level IT support to organization personnel
• Coordinated programs and campaigns for The March junior Club.
• Assisted in Art production for functional and promotional material
• Tools used: HTML, Adobe Photoshop, SWICH max 4, Windows server 2003, MS access
Years of Experience
Windows OS, Windows Server, Active Directory, Linux 4+
Hardware/Software troubleshooting, Disk management 3+
Oracle SQL, MS access, MS excel 3+
TCP/IP, FTP, DNS, Network management & setup 2+
HTML, CSS, Dreamweaver, SWICH 2+
SCCM, System Implementation, System Deployment 1+
Visual Basic, ASP.net, Java, C+, shell scripting 2+
Adobe Photoshop, MS office, Lotus Notes, VMware, Disaster Recovery 3+
• Project management and good research skills
• Fast learner and hard worker, handles pressure and meeting deadlines
• Self-motivated, determined and conscientious
• Can work within a group or individually
Technical Support Advisor, Vodafone UK, Cairo, Egypt July 2011 - October 2011
Provided technical support in troubleshooting and configuring a wide range of smart phones, signal amps, signal towers and USB modems in the Vodafone International Accounts Department
• Software used: Citrix, Deskspot, tower locator, MS outlook
• Tasks Included: Support Users with smart phones, troubleshoot and fix signal problems, troubleshoot iPhones and Blackberries, support broadband issues.
Database Administrator, Spot Bookstore, Cairo, Egypt July 2004 - November 2004
Worked on handling, managing and developing the store's database
• Software used: MS excel 2003, MS access 2003, SQL
Bachelor of Technology Information, Cape Breton University, Nova Scotia, Canada 8/2007 - 6/2011 • Major in Management Information Systems with research interest in Networking and communication Engineering. • Relevant Coursework: C++ programming, Advanced programming (Oracle Developer), C# programming, Object oriented programming, Software Engineering, Software development, Visual Basic.
Bachelor of Technology Information, Canadian International College, Cairo, Egypt • Major in Management Information Systems with research interest in System analysis and project management. • Relevant Coursework: PC Hardware Fundamentals, System analysis & design, Technical writing, IT project management, Advanced network management, Windows server technologies, Database Development, Data warehousing, E-Commerce technologies.