About
An accomplished IT Support professional with over 8 years of experience, possessing a proven track record of delivering comprehensive technical solutions and achieving high customer satisfaction in dynamic, high-pressure environments. I have deep expertise in troubleshooting connectivity, system, and account-related issues, consistently adhering to Service Level Agreements (SLAs). Proficient in Windows environments, Microsoft 365 support, ticketing systems, and networking fundamentals,...
Career Journey
• Led a multi-channel support team (phone, WhatsApp, in-app chat, email), improving response efficiency by 25%. • Provided advanced technical troubleshooting for application, booking, and...
• Delivered direct technical support for internet connectivity, service activation, and system-related issues, handling over 500 inquiries monthly. • Troubleshot and resolved network issues using...
• Resolved 500+ monthly customer inquiries including connectivity, configuration, and account-related issues. • Reduced escalation rate by 25% through effective troubleshooting and root cause...
• Assisted customers with internet setup, email configuration, and troubleshooting connectivity issues. • Guided users step-by-step to resolve software and service-related problems. • Achieved high...
Advanced Technical ADSL Support Specialist
XceedThe Smart Village, Km 28 Cairo Alex Road, Cairo, 12677, EG
● Facilitated landline internet service activation for over 100 new customers. ● Performed internet service diagnostics and resolved customer issues with 80% first-call resolution. ● Managed over 40...
Follow up and maintain computers for clients or employees. Install and operate new devices and install software and operating systems. Prepare reports on maintenance operations with recommendations...
Technical Support Specialist
Ihab Center for Electrical and Home Appliances TradingAlexandria, Egypt
installation and configuration of new software and hardware, including the server network, devices and firewalls OS installing and administration of Windows server 2019/2016 servers and hyper V...
Education
BSc in Faculty of Computers and Artificial Intelligence
information technology
Cairo University
2009 - 2013
Certifications
Computer Network Fundamentals
Information Technology Institute (ITI)
Jan 2020
