Mohamed Gomaa
Dubai,United Arab Emirates
Summary
IT Engineer with 11 years experience in different multinational / Governmental projects in UAE
Overview
11
11
years of professional experience
1
1
Certification
Work History
Systems Engineer
Majid Al-Futtaim Holding
, United Arab Emirates
2023.08 - Current
- provide L1 / L2 / L3 support
- support desktop , servers , laptops , Mobile Device , Operating Systems , Hardware , Software
- Manage SCCM , Intune , MDM , Azure AD Support
- DLP and Crowdstrike (McAfee ) support
- -Active Directory administrator
- Office 365 administration
- Nexthink Support
- CyberDuck , Amazon S3
- IOS and MAC imaging , Upgrading and troubleshooting
- Install and upgrade new switches
- Meeting Rooms support , handle VVIP users
- Asset management support
- Create SOPs and share with the ICT management
- Identified bugs, risks and anomalies, applying action to prevent reoccurrence.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Resolved issues related to operational components for Local Area Networks, Wide Area Networks and voice systems.
- Evaluated various impacts of ICT processes on current business priorities.
SYSTEM ENGINEER
Emirates Nuclear Energy Corporation
Abu Dhabi , UAE
2019.04 - 2023.07
- -Research and identify solutions to software and hardware issues
-Diagnose and troubleshoot technical issues, including account setup and network configuration within SLA
-Installing and configuring computer hardware, software, systems, networks,
printers and scanners
-Use Nexthink agent to obtain better solution / troubleshooting
-Ask customers targeted questions to quickly understand the root of the problem
-Track computer system issues through to resolution, within agreed time limits
-Repairing and replacing equipment as necessary
- Bit locker Recovery , RSA Console Administration, L1\L2
technical support,
-Mobile Device Management (MDM)
- Virtual Desktop Infrastructure support and troubleshooting ( VDI )
-Active Directory adminstrator ( Creating account , provide license and membership )
- Exchange server Administration
-Manage PCs, Servers, Routers, Switches, Printers, IP Telephone
- Provide support to Incident and Problem management team
- First priority to handle all VVIPs and C Level users
-Talk clients through a series of actions, either via phone, email or chat
-solved a technical issue (remote support)
-Properly escalate unresolved issues to
appropriate internal teams (e.g. software developers)
-Ensuring SLAs to better level than customer contract
-Ensure all issues are properly logged
-Prioritize and manage several open issues at one time
- Fix all SCCM client issues and update all failed security patches
-Work with Network Team to assign AP and configure / Upgrade new switches
- Configure all Types of IP Phone under
user’s details (Name and Extension)
- Training sessions for all onboarding & offboarding users
-ICT team leader delegate (Assigning tickets, handling all VIPs users and send all
related tasks and responsible about the whole team )
-Follow up with clients to ensure their IT systems are fully functional after troubleshooting
-Prepare accurate and timely reports
-Document technical knowledge in the form of notes and manuals (SOP)
-Maintain jovial relationships with clients
IT SUPPORT ENGINEER
Etisalat UAE
Dubai , UAE
2015.06 - 2019.04
- To act as the on-site contact for all the IT related incident logged in ticketing system
- Secure network system by establishing and enforcing policies, defining and monitoring access
- Replacing faulty network hardware components when required
- Monitor network and system performance (availability, utilization, throughput, and latency), and troubleshooting issues
- Maintaining, configuring, and monitoring malware protection software and email applications
- XenMobile(MDM) Administration, Citrix
- Director(VDI) Administration - Upgrade data network equipment to the latest stable firmware releases
- Record events and problems and their resolutions in logs
- Setup new users, management of security, passwords, and backup
- Manage PCs, Servers, Routers, Switches,
- Printers, IP Telephone - Manage Active Directory, and monitor server performance
- Installing and configuring software and hardware to keep them updated
- Prioritize and manage many open cases at one time within SLA
- Provide support including procedural documentation and relevant reports
- Properly escalate unresolved queries to the next level of support
- Utilize excellent customer service skills, and exceed customers' expectations by responding to customers via email and phone for initial requirements capture.
Technical Support Engineer
Elsweedy Electric
, EGYPT
2014.05 - 2015.03
- Diagnose and resolve technical hardware and software issues involving internet connectivity
- Act as center points between NOC engineer and end-user -define the root causes for all problems occurred daily
- Manage PCs, Printers , IP Phones ,Servers, Routers, Switches,
- Setting up new users' accounts and profiles and dealing with password issues
- Prioritize and manage many open cases at one time within SLA
- Provide support including procedural documentation and relevant reports
- Properly escalate unresolved queries to the next level of support.
IT SUPPORT ENGINEER
Egyptian Telecommunication Company (WE)
Cairo , Egypt
2013.07 - 2014.03
- Manage PCs, Servers, Routers, Switches,
- Diagnose and resolve technical hardware and software issues involving internet connectivity
- Solve technical issues related to VoIP, IPTV, browsing and Web hosting
- Mobile network issues, outgoing & incoming call, barring and data issues
- Solve Physical cases and Logical cases (Layer 2 & Layer 3)
- Setting up new users' accounts and profiles and dealing with password issues
- Provide support to customers for the range of services and products.
Education
Bachelor of Computer Science - Information Technology (IT) Department
Cairo University
Cairo, EgyptSkills
- PCs, MAC , Servers, Routers, Switches, Printers, Telephone
- ITIL , Azure AD
- XenMobile(MDM), Intune, Citrix Director (VDI)
- Active Directory , Exchange Administration
- Networks , CCNA, CCNA Security
- Cloud , Virtualization, VPN
- Firewalls, DLP , VPNs and security products
- Office 365 , PST ,OST, Bit Locker, RSA
- Hardware and software
- BMC Remedy , Service Now
- Operating systems
SOFT SKILLS
- Multi-Tasking Patient Decision Making
- Ambitious Helpful Interactive
- Goal-Oriented Sociable Self-Motivated
- Hard Worker Communication Team Leader
- Creative Quick Learner Problem Solving
- Problem-Solving
- Technical Analysis
Certification
- CCNA Certified Routing & Switching 200-125
- ITIL V4 self learning
- MCSA self learning
- Office 365 Certified
- Azure AD self learning
- Dell hardware Certified
- Nexthink
Additional Information
- DOB : 01-01-1991
- Marital Status: Single
Languages
Arabic
Native
English
Fluent
Timeline
Systems Engineer
Majid Al-Futtaim Holding
2023.08 - Current
SYSTEM ENGINEER
Emirates Nuclear Energy Corporation
2019.04 - 2023.07
IT SUPPORT ENGINEER
Etisalat UAE
2015.06 - 2019.04
Technical Support Engineer
Elsweedy Electric
2014.05 - 2015.03
IT SUPPORT ENGINEER
Egyptian Telecommunication Company (WE)
2013.07 - 2014.03
Bachelor of Computer Science - Information Technology (IT) Department
Cairo University
- CCNA Certified Routing & Switching 200-125
- ITIL V4 self learning
- MCSA self learning
- Office 365 Certified
- Azure AD self learning
- Dell hardware Certified
- Nexthink
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