1. (Ahmed Hamdy– 01020087733 -02 22545561) Page 1
Objective:
- Young Dynamic and multicultural personality ,with unique leadership skills, seeking to work in a
challenging environment, with a strong well of mind , hoping to combine my academic background,
business experience interpersonal skills and capabilities to achieve the mutual growth of both my
organization and myself
Experience:
- Currently, since Dec. 2016, Senior Technical Support Engineer At
Iskraemeco El Sewedy Electric
- Senior technical Support Engineer At Emerging Markets Payments
(MAR 2016– Nov 2016).
- JOB DESCRIPTION:
- Early life support of MSCC infrastructure:
- Provide 1st line support on monitoring and maintaining physical environment containing Data
center, fire alarm, air conditions and UPS.
- Monitoring Network devices, Leased lines, System and Database alerts.
- Report daily activities and events on the monitored systems.
- Handle problems with 3rd parties and open tickets with ISPs.
- Follow diagrams and action plans to detect/resolve problems.
- Escalate complex problems to 2nd line support teams and apply their advised corrective
actions during their non-working hours.
- MSCC End users:
- Install and configure computer systems within agreed policies/procedures,
diagnose hardware/software, Operating system, applications and network
faults.
- Deploy operating system updates and security.
- Resolve and correct problems, incidents and providing resolution either over the phone, face to face,
or via remote support in a timely and efficient manner or escalating if necessary to the appropriate
team then following up incidents and closing request after make sure satisfying the affected staff.
- MSCC Clients:
Ahmed Hamdy Mahmoud Mohamed
+2-01020087733
AHAMDY99@HOTMAIL.COM
Curriculum Vita

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- Provide 1st line support on monitoring and maintaining network connection between MSCC
and all clients.
- Provide 1st line support to users with respond to inquiries related to application problems,
recording incidents, providing resolution
- Provide clients with updates, status reports, and information via Ticketing system, email, or
phone.
- Generate daily reports for open cases to ensure following them up.
- Working as Service Desk Analyst - NEA Service Desk At PepsiCo
(OCT 2014 – FEB 2016).
- JOB DESCRIPTION:
- Dealing with all user modules on HP SM9... Service Desk, Incident Management, Problem
Management, Change Management, Self Service Ticketing, and Service Level Management.
- Provide Support for Windows Server, Active Directory, DNS, DHCP and Other services.
- Installing and maintenance VPN secure connections over Juniper Network connect.
- Install and Configure SCCM client and connected it with Management point.
- Install HFM (Oracle Hyperion Financial Management) and configure its Smart View.
- Installing and troubleshooting various SAP modules, Oracle modules and applications (S&D,
Sales Cones...) and Following UP Login to Citrix, and SAP applications.
- Ensuring all faults are cleared within SLA and escalate repeat issues to service management teams
- Install and Configure Windows Server, Active Directory.
- Troubleshooting system, devices and network problems and diagnosing and
solving hardware/software faults.
REWARDS AND RECOGNITIONS:
- August 2015 Certificate of Recognition for Achieving The Highest First Call Resolution Rate
and Highest Satisfied Customers For Service Desk in (Q1, Q2, Q3,Q4) Star Of Year in 2015.
- Working as technical Support at Barclays Bank Egypt
(APR 2013 – Oct2014).
- JOB DESCRIPTION:
- Install and Configure Windows Server, Active Directory, DNS, DHCP.
- Install Configure and maintaining Microsoft SQL Server 2005, 2008 and 2012.
- Installing and Configure Microsoft SharePoint 2010 and 2013. .
- Install Microsoft Visual studio 2008, 2010 .
- Troubleshooting system, devices and network problems and diagnosing and
solving hardware/software faults.
- Dealing with backup operations.
- Provide client support and technical issue resolution via E-Mail, phone and other electronic
medium

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- Working as Technical Support at The Arab Contractors in IT
Department (Sep 2008 - Sep 2010).
- JOB DESCRIPTION:
 Provide technical assistance and support for incoming queries and issues related to
computer systems, software, and hardware.
 Respond to queries either in person or over the phone.
 Write training manuals.
 Train computer users.
 Maintain daily performance of computer systems.
 Respond to email messages for customers seeking help.
 Ask questions to determine nature of problem.
 Walk customer through problem-solving process.
 Install, modify, and repair computer hardware and software.
 Run diagnostic programs to resolve problems.
 Resolve technical problems with (LAN), (WAN), and other systems.
 Install computer peripherals for users.
 Follow up with customers to ensure issue has been resolved.
 Gain feedback from customers about computer usage.
 Run reports to determine malfunctions that continue to occur.
Certification:
 (MCP) :Microsoft Certified Professional.
 (MCSA):Microsoft Certified Solutions Associate.
 (MCSE):Microsoft Certified Solution Expert – Server Infrastructure
 (MCSE):Microsoft Certified Solution Expert– Desktop Infrastructure
 (CCNA):Cisco Certified Network Associate Routing & Switching.
 (ITIL®): Information Technology Infrastructure Library.
 (PMP®):Project Management Professional.
COURSES&TRAINING:
 (SM9): HP service manager 9.
 (SCCM): System Center Configuration Manager.
 Citrix receiver.
 Kaspersky device control.
 Nexthink.
 JIRA .
 SQL SERVER 2012.

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EDUCATION:

- June 2011:

Faculty of Computers and Information, Modern Academy.


- Bachelor of Computer Science.
- Grade: Very Good.

Graduation Project:


- Virtual Private Network
- Project Grade: Excellent.
- June 2007:

PortsaeedSchool .


- Math. Dept.
- Grade: 84%
- General Secondary Certificate, Math's Dept.
Computer SKILLS:
 Good knowledge about SCCM 2012.

 Good knowledge about SharePoint server 2010 and 2013.

 Good knowledge about Office 365.

 Good knowledge about High Availability for server 2008 and 2012.

 Basic knowledge about Microsoft Exchange server. Experienced with Microsoft’s Office
applications.

 Able to fix almost problems all software and windows

 Able to use Microsoft Office, Adobe package, Graphic program

 Able to use all operating system Xp ,Vista , 7,8.10 

 Dealing well with the Internet.

 Ability to work in a team work and pressure.

 I have a personal leadership, strength and ability to influence others.

 I have communication skills and dealing well with the other
PERSONALITY
 High speed learner in High-Tech and Business subjects.

 Ambitious, Patience, Self-confidence, Generic.

 Ability to work under pressure.

 Willingness to work hard and learn new things.

 Ability to participate in teamwork.

 Ready to work in a challenging environment with tight deadline.

 Recognized success in achieving goals & targets.

 Know how to manage critical situations during work.


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 Ready to discover new career environments.

 Technical writing: I learned how to write a brief and clear report for a Finished or an acting mission.

LANGUAGES:
- Arabic: Mother Tongue.
- English: Good (S/R/W/L).
- French: Basic.
PRSONAL DATA:
 Name: Ahmed Hamdy Mahmoud.
 Military Service: Completed.
 Nationality: Egyptian.
 Marital Status: Married.
 Phone: (002) 022545561
 Mobile: (002) 01020087733
 Visa: (Family Visit Visa)
 E-Mail: AHAMDY99@HOTMAIL.COM
 CV last update: 1-12-2016
References upon request
Thanks for Consideration
Ahmed Hamdy

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