TM Network Engineer at Orange Business (2025-01 – Present)
Network engineering and design for complex VPNs and customer networks
- Maximize the quality of the delivered services and customer satisfaction by validating the provided detailed technical design of complex VPNs in terms of feasibility, ensuring on-time and error-free implementation and proactive network auditing.
- Participating in the design and implementation of the wired, wireless LAN, and WAN networks of the customer.
- Manage and configure different network devices, including routers, switches, wireless controllers, and APs.
- Validate and implement the new network changes requested by the customer for any new services, whether soft changes or hardware changes (OG).
- Manage the LAN/WAN transformation of many complex sites.
Local IT Support Engineer at Orange Business (2023-04 – 2024-12)
Level 2 IT support and systems administration for enterprise environment
- Resolved IT support tickets within SLA, increasing employee productivity.
- Level 2 incident handling and Administration of IT systems.
- Technical Support for PKI, Intune, and Microsoft 365.
- Managing IT assets.
- Troubleshooting hardware and software issues.
- Provided on-site IT support for 2000+ employees.
- Manage user accounts and profiles using Active Directory.
IT Help Desk Support at Fertiglobe - EBIC - EFC (2022-10 – 2023-04)
Help desk support for enterprise users with ITSM and system administration
- Supporting over 1000 users via email, phone, and ticketing system.
- Tested new software before deploying it in a production environment.
- Provided support and troubleshooting for hardware and software.
- Providing end-user assistance with ITSM ticketing and Microsoft 365.
- Configure user accounts in Active Directory based on requirements.
- Managed DNS, DHCP, Active Directory, and Group Policies.
- Supporting hardware equipment: fingerprints, computers, WKS, laptops.
IT Specialist at MilezMore (2022-02 – 2022-10)
Level 1 IT support and network infrastructure management
- Serve as Level 1 and Support the entire Head office.
- Performed support for hardware, software, LAN and WAN issues.
- Created user accounts, set up file sharing, and monitored user activity.
- Assisted with the installation of equipment, routers, switches, and servers.
- Troubleshoot with device-specific problems and network performance.
IT Hardware Specialist at Interact Technology Solutions (2020-10 – 2022-02)
Hardware support and installation for enterprise clients
- Provided support of PCs, WKS and installation configure and troubleshoot.
- Certified as a Hardware Engineer with HP and Lenovo.
- Developed expertise in a wide range of computer systems and components, peripheral devices and other related equipment.
- Supporting more than 40 partners.
- Diagnosed hardware failures and replaced defective parts.
- Resolved 95% of hardware-related issues within SLA, ensuring minimal disruption to business operations and high user satisfaction.
- Trained and mentored 5 new specialists, leading to increase team productivity and efficiency.
Technical Support at We Telecom Egypt (2018-01 – 2019-12)
Customer technical support and troubleshooting via phone and email
- Efficiently handled high call volumes while maintaining quality service standards.
- Answered incoming calls professionally and addressed customer inquiries.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Utilized effective communication skills to provide customers with solutions to their inquiries.
- Walking through customers step by step via phone or mail to troubleshoot issues.
Help Desk at Pure (2015-01 – 2017-12)
Help desk support and hardware/software troubleshooting
- Prepared evaluations of software and hardware and recommended improvements and upgrades.
- Conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Installed and performed minor repairs to hardware, software, following design and installation specifications.
- Set up equipment for employee use, ensured proper installation of cables, operating systems, and appropriate software.
- Support and Maintain Hardware & Software computers, Laptops, Printers, Scanners and TDS.
