Essam Elshorbagy
Team Lead - IT Project Support
Dubai,DXB
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Talented Technical Support with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
IT Team Leader
Tacme
Dubai
10.2016 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Create tickets and tasks for the team; monitor and report on the team's performance; and identify training gaps and give coaching.
- Listen to comments from team members and address any difficulties or disagreements that arise.
- Monitoring and maintaining computer systems, troubleshooting system and network issues, and diagnosing and correcting hardware and software defects are all jobs that fall under this category.
- Keeping track of equipment, consumables, and other supplies, as well as replacing components as needed.
- Defining the nature of the difficulties with customers and computer users, addressing escalated client complaints, and giving training to clients when needed
- Works with other members of the IT team on new branch builds and updates.
- Study product design, customer needs, and performance standards, complete technical studies, and prepare cost estimates to determine project parameters.
IT Technical Support
El Sherif For Import & Export
Cairo
10.2015 - 06.2016
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Creating new user accounts and profiles, as well as resolving password concerns.
Technical Support Call Center Representative
Aramex
Dubai
08.2013 - 03.2015
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Handle specific telephone chores including call transfers, call backs, and holds with a strategic strategy
- Provide product and service information to customers
- Activated accounts for clients interested in new services.
Education
Bachelor of Science - Computer Science
Arab Academy of Science Technology
Alexandria 09.2007 - 01.2012
Skills
Flexibility in doing a variety of activities
Have a strong dedication to the dynamics of the team environment
Exceptional presenting and negotiating abilities
Ability to provide knowledge
Communication with teams
Team coaching abilities
On-Site Technical Support
Desktop Technical Support
Technical support knowledge
Additional Information
COMPUTER SKILLS
- MS Office
- MS Windows
- MS Dynamics (AX)
- MS Web Expression
- Network
- Printers (Zebra, OKI, Brother, Toppan, and others)
Certification
CCNA
Projects
GDRFAD (General Directorate of Residency and Foreigners Affairs Dubai)
DTC (Dubai Taxi Cooperation)
Cicpa (Ministry of Defense)
RTA (Roads and Transport Authority)
ADP (AUH, AJ, SH, FU) Police
MOHRE (Ministry of Human Resources)
Mawarid
Tasheel
Tawseel
Thalof
EMT
FAB
DHA (Dubai Health Authority )
Timeline
IT Team Leader
Tacme
10.2016 - Current
IT Technical Support
El Sherif For Import & Export
10.2015 - 06.2016
Technical Support Call Center Representative
Aramex
08.2013 - 03.2015
CCNA
10-2011
Bachelor of Science - Computer Science
Arab Academy of Science Technology
09.2007 - 01.2012
MCSE
06-2007