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تم إلغاء حظر المستخدم بنجاح
سماح منذر إبراهيم حسن, NOC Support Engineer

سماح منذر إبراهيم حسن

NOC Support Engineer·Vinakom

مصر

بكالوريوس, BA of Engineering in Communication

الخبرة العملية

مجموع سنوات الخبرة: 13 سنوات, 9 أشهر

NOC Support Engineer

مارس 2025 - حتى الآن

Vinakom

Schaumburg، الولايات المتحدة •عن بُعد

وجدت هذه الوظيفة عبر بيت.كوم

مارس 2025 - حتى الآن

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.
مجال الشركة:
الإنترنت والتجارة الإلكترونية
الدور الوظيفي:
تكنولوجيا المعلومات

Senior Application Support Analyst Engineer for Upland InGenius

نوفمبر 2021 - حتى الآن

FlairsTech

القاهرة، مصر

نوفمبر 2021 - حتى الآن

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.
مجال الشركة:
خدمات الدعم التجاري
الدور الوظيفي:
تكنولوجيا المعلومات

Application Support Specialist Engineer at Upland Cimpl

نوفمبر 2020 - أكتوبر 2021

FlairsTech

القاهرة، مصر

نوفمبر 2020 - أكتوبر 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.
مجال الشركة:
خدمات الدعم التجاري
الدور الوظيفي:
تكنولوجيا المعلومات

Application Support Specialist Engineer at Upland InGenius

مارس 2020 - أكتوبر 2021

FlairsTech

القاهرة، مصر

مارس 2020 - أكتوبر 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.
مجال الشركة:
خدمات الدعم التجاري
الدور الوظيفي:
الخدمات المساندة

IT Help Desk and Technical Support Supervisor

يوليو 2019 - فبراير 2020

Andalusia Group for Medical Services

القاهرة، مصر

يوليو 2019 - فبراير 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.
مجال الشركة:
المستشفيات الطبية
الدور الوظيفي:
تكنولوجيا المعلومات

Senior Service Desk Analyst Engineer

سبتمبر 2017 - مايو 2019

Pepsico

القاهرة، مصر

سبتمبر 2017 - مايو 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
مجال الشركة:
السلع الاستهلاكية سريعة التداول
الدور الوظيفي:
تكنولوجيا المعلومات

Senior Technical Support Engineer

يوليو 2015 - يوليو 2017

SITAONAIR

القاهرة، مصر

يوليو 2015 - يوليو 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.
مجال الشركة:
شركات الطيران
الدور الوظيفي:
تكنولوجيا المعلومات

Telesales and Travel Consultant

يونيو 2014 - فبراير 2015

Expedia Canada

القاهرة، مصر

يونيو 2014 - فبراير 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.
مجال الشركة:
شركات الطيران
الدور الوظيفي:
السياحة والضيافة

Account Advisor

ديسمبر 2013 - مايو 2014

Raya Contact Center

القاهرة، مصر

ديسمبر 2013 - مايو 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.
مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
الخدمات المساندة

Middle East D-Link Technical Support Engineer

أبريل 2011 - ديسمبر 2011

D-Link Company

القاهرة، مصر

أبريل 2011 - ديسمبر 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 ).
مجال الشركة:
صناعة أجهزة الكمبيوتر والتقنيات العالية
الدور الوظيفي:
تكنولوجيا المعلومات

Member of the Technical Team (Volunteer)

أغسطس 2009 - يوليو 2010

FLL Organizing Committee

القاهرة، مصر

أغسطس 2009 - يوليو 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.
مجال الشركة:
التعليم الابتدائي والإعدادي والثانوي
الدور الوظيفي:
التدريس والشؤون الأكاديمية

التعليم

Modern Sciences and Arts University (MSA)

يوليو 2024

يوليو 2024

بكالوريوس، BA of Engineering in Communication

مصر

المعدل التراكمي (نقاط): 2.81 من 4

المعدل التراكمي (نقاط): 2.81 من 4

University of Greenwich

يوليو 2024

يوليو 2024

بكالوريوس، BA of Science in Electrical Communication and Electronics Engineering,

المملكة المتحدة

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

اللغات

العربية
متمرّس
الانجليزية
متمرّس

التدريب و الشهادات

الشهادات
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

الهوايات

  • Photography
  • Drawing