Amr Safwat
Dubai
Summary
Diligent NOC and Service Desk Engineer with over 13 years of experience in monitoring and maintaining network operations. Expertise in identifying and resolving technical issues, providing exceptional customer support, and collaborating with multi-disciplinary teams. Strong analytical and troubleshooting skills, complemented by extensive experience in software installation, maintenance, upgrades, and network security. A customer-focused professional committed to excellence in communication and dedicated to staying current with industry advancements to ensure optimal network performance while minimizing downtime.
Overview
17
17
years of professional experience
Work History
Network Operations Center Engineer
Morohub
2022.03 - Current
- Responsible for all aspects of support functions which includes a combination of field maintenance/customer support and activities with NOC (Network Operations Center) on a 24/7 basis.
- Managing and maintaining the monitoring systems status and performance of the company network, services and facilities.
IT Service Desk Engineer
Dubai Islamic Bank
2017.01 - 2022.02
- Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
- Serving as the first point of contact for users seeking technical assistance over the phone and email, Performing remote troubleshooting through diagnostic techniques and pertinent questions.
IT Service Desk Engineer
Aljazeera Media Network
2015.03 - 2016.12
- Provide support to staff on all applications. Troubleshoot computer problems and determine source, and advice on appropriate action. Identifies, diagnoses, and resolve level one problem for users of the mainframe, personal computer software and hardware.
- Handling incoming incidents via the phone / e-mail promptly and effectively.
IT Service Desk Engineer
Ooredoo Telecom
2012.03 - 2015.02
- Acting as a central/focal point of contact for all IT-related issues and requests within the organization.
- Make a distinction between level one and level two end-user problems; identify, evaluate and solve end-user workstation problems. Escalating issues with concern teams where needed to resolve user-end problems.
Bank Teller
Arab Bank
2010.02 - 2011.12
- Accurately handle various financial transactions, including deposits, withdrawals, transfer and loan payments.
- Maintaining a balanced cash drawer, accurately counting cash at the beginning and end of each shift and resolving any discrepancies promptly.
Call Center Representative
Orange Telecom
2008.10 - 2010.02
- Managing high call volumes while providing exceptional customer support and maintaining professional composure.
- Handling escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Bachelor of Economics And Political Science. -
Cairo University
01.2008
Skills
- Time Management
- Team Collaboration
- Decision Making
- Adaptability
- Effective Communication
- Troubleshooting
- Monitoring
- Technical Problem Resolution
- Incident Management
- Ticketing Systems
- ITIL Processes
- Technical Analysis
Languages
Arabic: Native Language.
English: Fluent Spoken, Written and Read.
Timeline
Network Operations Center Engineer
Morohub
2022.03 - Current
IT Service Desk Engineer
Dubai Islamic Bank
2017.01 - 2022.02
IT Service Desk Engineer
Aljazeera Media Network
2015.03 - 2016.12
IT Service Desk Engineer
Ooredoo Telecom
2012.03 - 2015.02
Bank Teller
Arab Bank
2010.02 - 2011.12
Call Center Representative
Orange Telecom
2008.10 - 2010.02
Bachelor of Economics And Political Science. -
Cairo University