Karem Adel

IT Support Engineer with over 6 years of experience delivering end-user support, desktop administration, and IT infrastructure services. Strong background in Microsoft 365 administration, Active Directory, Windows operating systems, endpoint management, and network troubleshooting. Proven ability to resolve complex hardware, software, and connectivity issues, administer user accounts, support Windows and macOS environments, and ensure reliable IT operations with a strong focus on customer satisfaction and service quality.

IT Support Engineer at Moatasem Rabie Computer Trading Company (2024-05 – Present)

• Resolve 50–70 tickets weekly with high SLA compliance.
• Provide advanced IT support for hardware, software, and network-related issues.
• Manage Active Directory (user accounts, password resets, permissions, group management).
• Support Windows OS, Microsoft 365, printers, and enterprise applications.
• Troubleshoot LAN/WAN, DNS, DHCP, VPN, and remote access issues.
• Supported 300+ devices across Windows & macOS environments.
• Handle escalated technical issues from desktop support level.
• Maintain IT ticketing system and ensure timely resolution of incidents.
• Perform motherboard diagnostics and BIOS recovery for 1,000+ refurbished devices.
• Provide support for macOS devices (MacBook), including OS installation, reinstallation, system configuration, and password recovery/reset procedures.
• Administer Microsoft 365 user accounts, mailbox configuration, licensing, and end-user support.
• Provide technical support and troubleshooting for Windows and macOS devices, including OS installation, configuration, upgrades, and password recovery procedures.

Desktop Support Engineer at Moatasem Rabie Computer Trading Company (2022-03 – 2024-04)

• Provided end-user support for desktops, laptops, printers, and peripherals.
• Achieved 95% first-time fix rate for hardware/software issues.
• Managed OS imaging and testing for 500+ refurbished devices monthly.
• Performed hardware diagnostics and system preparation for resale.

IT Help Desk Technician at Care & Share Nursery (2021-11 – 2022-02)

• Provided technical support to staff and teachers for hardware, software, and network issues.
• Managed IT infrastructure including servers, network devices, and end-user systems.
• Coordinated with ISP/vendors to improve uptime by 20%.
• Supported printers, CCTV, attendance, and communication systems.
• Ensured stable IT operations during daily nursery activities and temporary IT project support.

IT Support / Systems Technician at ECC (2018 – 2021)

• Provided IT support for Windows OS, Windows Server environments, and end-user systems.
• Managed network setup including routers, LAN configuration, and structured cabling.
• Installed Office apps and enterprise software for 100+ users.
• Performed hardware troubleshooting for desktops and laptops.
• Delivered on-site and remote technical support for users and clients.

Diploma in Computer Systems – Institute of Communications for Computer Science

Bachelor of Arts in Sociology – Ain Shams University