Youssef Saeed Youssef

Seven years in helpdesk and systems administration across financial services, healthcare, and hospitality, with direct experience supporting 300+ users across 5 branch locations. Combined hands-on technical support with data analysis (SQL, Power BI) to reduce recurring incidents and improve response times. Seeking an IT Specialist / Data Analysis role to apply this rare combination of frontline technical support and data-driven insight.

IT Specialist and Help Desk Support - ALRABA ALALY CO - KSA

(2025-04)

• Deliver Tier 1–2 helpdesk and technical support across project sites, monitoring PC and system availability to minimize downtime.
• Administer company network infrastructure and user access for project systems, ensuring appropriate roles and permissions for engineers, site staff, and finance teams.
• Collect, organize, and analyze system reports, access logs, and operational data to support accurate IT documentation and reporting.
• Provide hands-on support for laptops, tablets, time-keeping devices, and site networks, coordinating with site teams to resolve technical issues.
• Train staff on operating systems and company platforms, reducing repeat support requests and improving user self-sufficiency.
• Maintain and update the company website, ensuring accurate and timely information delivery.

System & Network Administrator / Application Support - MNT Group (HALAN) Microfinance

(2020-05 - 2025-03)

• Delivered Tier 1–2 helpdesk support and end-user device management to 300+ users across 5 branch locations, consistently meeting SLA targets.
• Produced daily downtime and resolution reports across 5 branches, identifying recurring root causes and reducing repeat incidents.
• Managed the IT ticketing system serving 300+ users across HQ and 5 branches, ensuring accurate logging, prioritization, and SLA-compliant resolution.
• Administered network infrastructure (switches, routers, access points), firewall, and VPN systems across 5 branch sites, maintaining high network availability for 300+ users.
• Led data entry processes and maintained data accuracy across operational systems supporting daily business operations.
• Trained staff across 5 branches on operating systems and internal platforms, reducing repeat support tickets.

System Administrator - Management Information Systems, Hospitals of Ain Shams University

(2018 - 2020)

• Provided helpdesk support and end-user device management for PCs, printers, and scanners serving 300+ hospital staff across multiple departments.
• Administered Active Directory, DNS, DHCP, and IIS services for 300+ user accounts, and deployed Windows policies across managed PCs.
• Monitored performance across 2 production servers and SAN storage, reporting system health trends to management to prevent downtime.
• Administered the YASASSI Hospital ERP system, managing user accounts and access for 300+ staff.
• Produced daily downtime and resolution reports, supporting continuous service improvement.

Network Engineer & IT Officer - MELIA SHARM Hotels

(2013-01 - 2015-11)

• Provided technical support and produced daily downtime and resolution reports for hotel IT systems.
• Managed the IT ticketing system and maintained installation/configuration documentation for hardware and software.

Technical Support Agent - WE Telecommunication

(2012 - 2013)

• Diagnosed and resolved connectivity and service issues (xDSL/FTTH, CPE, Wi-Fi) via phone and remote tools, handling 50+ customer calls per day.
• Logged tickets accurately, maintained documentation, and contributed to knowledge base process improvements.

IT & Network Engineer - Nasr Company for Technical Support Services

(2011-01 - 2012-03)

• Maintained internal and client networks, administering PCs for the company and contracting partners.
• Produced daily activity reports on completed support work.

Higher Diploma - Computer Science - Menofia University (2014)

Bachelor's Degree - Education Technology - Menofia University (2010)