Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Amr Safwat

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
03.2022 - 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
01.2017 - 02.2022
  • 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
03.2015 - 12.2016
  • 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
03.2012 - 02.2015
  • 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
02.2010 - 12.2011
  • 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
10.2008 - 02.2010
  • 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
03.2022 - Current

IT Service Desk Engineer

Dubai Islamic Bank
01.2017 - 02.2022

IT Service Desk Engineer

Aljazeera Media Network
03.2015 - 12.2016

IT Service Desk Engineer

Ooredoo Telecom
03.2012 - 02.2015

Bank Teller

Arab Bank
02.2010 - 12.2011

Call Center Representative

Orange Telecom
10.2008 - 02.2010

Bachelor of Economics And Political Science. -

Cairo University

Similar Profiles

CREATE PROFILE
Amr Safwat