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Samah Monzer Ibrahim Hassan, NOC Support Engineer

Samah Monzer Ibrahim Hassan

NOC Support Engineer·Vinakom

Egypt

Bachelor's degree, BA of Engineering in Communication

Work experience

Total years of experience: 13 years, 9 months

NOC Support Engineer

March 2025 - Present

Vinakom

Schaumburg, United States •Remote

I found this job using Bayt.com

March 2025 - Present

Providing L1 technical support and queue management.
My main responsibilities in this role include but are not limited to:
• Monitoring Systems: Keeping an eye on network performance and identifying irregularities or issues.
• Troubleshooting: Diagnosing and resolving hardware, software, and networking problems.
• Documentation: Creating and maintaining detailed records of network configurations and troubleshooting steps.
• User Support: Responding to network related.
Company industry:
Internet & E-commerce
Job role:
Information Technology

Senior Application Support Analyst Engineer for Upland InGenius

November 2021 - Present

FlairsTech

Cairo, Egypt

November 2021 - Present

Providing L2 technical support and queue management in addition to L1 technical support.
My main responsibilities in this role include but are not limited to:
• Investigating advanced InGenius issues and reading the InGenius Server logs, Windows logs and Telephony logs.
• Deploying InGenius applications and applying new workflow integrations.
• Identifying, troubleshooting and resolving technical problems, such as debugging codes and network configuration .
• Managing the supports backlog.
Company industry:
Business Support Services
Job role:
Information Technology

Application Support Specialist Engineer at Upland Cimpl

November 2020 - October 2021

FlairsTech

Cairo, Egypt

November 2020 - October 2021

Providing L1 technical support and queue management.
My main responsibilities in this role include but are not limited to:
• Researching and identifying solutions to software issues.
•Generate reports and managing the backlog and customer satisfaction.
• Creating an automated workflow on Microsoft Power Automate application.
Company industry:
Business Support Services
Job role:
Information Technology

Application Support Specialist Engineer at Upland InGenius

March 2020 - October 2021

FlairsTech

Cairo, Egypt

March 2020 - October 2021

Responsible for providing L1 technical support and queue management to both InGenius and Cimpl Upland accounts within the below business scope:
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Planning for deployment.
• Managing the backlog and customer satisfaction.
Company industry:
Business Support Services
Job role:
Support Services

IT Help Desk and Technical Support Supervisor

July 2019 - February 2020

Andalusia Group for Medical Services

Cairo, Egypt

July 2019 - February 2020

My main responsibilities in this role included:
• ITSM Tool “Manage Engine Service Desk” Project: perform email fetching, identify defects and confirm the enhanced version.
• Helpdesk Knowledge Management Project: documenting service desk knowledge to build Manage Engine Service Desk Knowledge Management module.
• Assets Management Project: implementing assets inventory database and planning purchasing according to database outputs in the most cost-effective manner (including all costs, risks and performance attributes).
• Helpdesk Enhancement Project: planning for helpdesk enhancement based on deep analysis. Enhancement affecting the helpdesk engineers training, knowledge shared among the teams and new hire training process.
• Keeping clean records of all activities in the help desk department and present them to management upon request for evaluation.
Company industry:
Medical Hospital
Job role:
Information Technology

Senior Service Desk Analyst Engineer

September 2017 - May 2019

Pepsico

Cairo, Egypt

September 2017 - May 2019

Responsibilities:

⮚ Responsible for providing professional IT Technical support to PepsiCo MENA Region within the below business scope:
● Running diagnostics and tests and solving computer software issues.
● Handling users Active Directory (Add/Delete/Modify Users, Reset Passwords, Enable/Disable Accounts)
● Providing guidance, configuring and troubleshooting all Microsoft software O365 products.
● Identifying and troubleshooting Network issues and designing proactive measures to insure 100% network up time.
● Resolving VPN and remote access issues.
● Handling Mobile-Business Mail Configuration (IOS & Android) for users.
● Monitor Service Desk for IT tickets and assigning them to the specialized teams or country queue and following escalation processes when needed.
● Following up with customers, provide feedback and see problems through to resolution and ensure that all users’ issues are resolved.

⮚ Also, as a senior member of the IT MENA team and knowledge keeper I was assigned a leading role in the following projects:
● e-ServiceDesk Project
o Design, implementing and launching KSA Service Desk SharePoint
● Connected Employee Project
o Conduct training on Microsoft tools “Teams, Yammer, OneDrive and SharePoint”
● Global ITSM Tool “ServiceNow” Project
o Perform UAT, identify defects and confirm the enhanced version
● ServiceNow Knowledge Management
o Documenting Service Desk knowledge to build ServiceNow Knowledge Management module
Company industry:
FMCG
Job role:
Information Technology

Senior Technical Support Engineer

July 2015 - July 2017

SITAONAIR

Cairo, Egypt

July 2015 - July 2017

Responsible for:
● Global Airlines Fleet monitoring & System Performance Measurement for GSM equipment & Internet equipment.
● Monitoring in real-time the OnAir Network (GSM equipment in each aircraft, Internet equipment in each aircraft & The Ground Infrastructure Network.)
● Validating Aircraft Internet & GSM system Faults and following the internal investigation and escalation process.
● Communicating with the Airline maintenance teams and providing Troubleshooting & System problems correction steps.
● Responsible for implementing the System Configuration Management and Fault Management process.
● Customer Service Responsibility (Resolves product or service problems by Assessing, Reporting, Escalating, Handling and documenting passenger service complains due to system faults and ensuring the proper resolution has taken place to achieve customer satisfaction.)
● Processing and Applying Price planes or Price planes changes in the Data Products when required.
Company industry:
Airlines
Job role:
Information Technology

Telesales and Travel Consultant

June 2014 - February 2015

Expedia Canada

Cairo, Egypt

June 2014 - February 2015

-Provide customers with assistance and planning to their business and leisure traveling arrangements based on their budgets.
- Use expert sales techniques to turn inquiries into sales, as well as effectively up-sell and cross-sell packages.
- Provide exemplary customer service while working courteously with the customer and vendors, as appropriate, throughout the booking process.
- Accurately inform the customer about Expedia.cas policies, providing detailed legal scripts, while maintaining departmental quality standards.
- Provide travel destination and accommodation ecommendations based on travel knowledge.
Company industry:
Airlines
Job role:
Hospitality and Tourism

Account Advisor

December 2013 - May 2014

Raya Contact Center

Cairo, Egypt

December 2013 - May 2014

-Handle customer inquiries completely and accurately.
- Resolve customer complaints and problems to the satisfaction of the customer.
- Adhere to the work schedule as planned and accommodate any business requests including flexible locations and working hours.
- Achieve the FCR target especially for the support calls.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Support Services

Middle East D-Link Technical Support Engineer

April 2011 - December 2011

D-Link Company

Cairo, Egypt

April 2011 - December 2011

- Handle all customer calls from different countries in the Middle East region in two languages English and Arabic.
-Providing the customers with the configuration and the troubleshooting for them DLink products (Routers “DSL, Broadband and 3G”, IP Cameras, Wireless USB Adapters, 3G USB Modems, Wireless Access Points, Power line, DNS Storage Devices ).
Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Information Technology

Member of the Technical Team (Volunteer)

August 2009 - July 2010

FLL Organizing Committee

Cairo, Egypt

August 2009 - July 2010

- First Lego League (FLL), an international robotics & scientific research competition organized locally by Institute of Electrical and Electronics Engineers (IEEE).
- Training and coaching, school students on building and programming their own robots.
Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Education

Modern Sciences and Arts University (MSA)

July 2024

July 2024

Bachelor's degree, BA of Engineering in Communication

Egypt

GPA (point): 2.81 out of 4

GPA (point): 2.81 out of 4

University of Greenwich

July 2024

July 2024

Bachelor's degree, BA of Science in Electrical Communication and Electronics Engineering,

United Kingdom

Skills

Network Devices
Expert
Network Devices
Expert
WLAN
Expert
WLAN
Expert
Switch
Expert
Switch
Expert
Storage Devices
Expert
Storage Devices
Expert
TROUBLESHOOTING (PROBLEM SOLVING)
Expert
TROUBLESHOOTING (PROBLEM SOLVING)
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
TECHNICAL SUPPORT
Expert
TECHNICAL SUPPORT
Expert
ACTIVE DIRECTORY
Expert
ACTIVE DIRECTORY
Expert
ANDROID (OPERATING SYSTEM)
Expert
ANDROID (OPERATING SYSTEM)
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
DEBUGGING
Expert
DEBUGGING
Expert
MICROSOFT WINDOWS
Expert
MICROSOFT WINDOWS
Expert
SERVICE DESK
Expert
SERVICE DESK
Expert
APP STORE (IOS)
Expert
APP STORE (IOS)
Expert
ITIL
Expert
ITIL
Expert
ServiceNow
Expert
ServiceNow
Expert
Network Devices
Expert
Network Devices
Expert
WLAN
Expert
WLAN
Expert
Switch
Expert
Switch
Expert
Storage Devices
Expert
Storage Devices
Expert

Languages

Arabic
Expert
English
Expert

Training and Certifications

Certifications
Troubleshooting and Maintaining Cisco IP Network
Jan 2015 - Jan 2017
200-120: CCNA Cisco Certified Network Associate (803)
Nov 2014 - Nov 2017
Implementing Cisco IP Switched Networks (SWITCH)
YAT
Feb 2013 - Feb 2016
D-link Cerrtified Specialist – IP Surveillance (Certificate Number: DCS-SVL000715).
D-Link Academy
Dec 2011 - Dec 2011
D-Link Certified Specialist – Wireless (Certificate Number: DCS-WIR001084).
D-Link Academy
Nov 2011 - Nov 2011
D-Link Certified Specialist – Storage (Certificate Number: DCS-NWS000697).
D-Link Academy
Nov 2011 - Dec 2011

Hobbies

  • Photography
  • Drawing