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Hamada Ibrahim
Technical Support Lead | IT Infrastructure & Cybersecurity Specialist | Certified in CCNA, MCSA, AZ-900, HCSA | Expert in Cloud, VMware,light current, and Network Management
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Hamada Ibrahim

Technical Support Lead | IT Infrastructure & Cybersecurity Specialist | Certified in CCNA, MCSA, AZ-900, HCSA | Expert in Cloud, VMware,light current, and Network Management
I am a seasoned Systems Administrator and Technical Support Lead with over 6 years of hands-on experience in optimizing IT infrastructures, currently at Sinai University in Egypt. I specialize in Windows Server administration, VMware virtualization, and network security. Throughout my career, I have led transformative projects that reduced system downtime by 30% and enhanced security protocols, safeguarding network integrity. In my current role, I oversee help desk operations, ensure efficient system installations and upgrades, and provide advanced troubleshooting to minimize downtime. My proficiency spans a range of technologies including Windows Server, VMware vSphere, Active Directory, Fortinet firewalls, and Splunk for log analysis. I am also expanding my expertise in cloud platforms like AWS and Azure, staying at the cutting edge of IT innovations. What sets me apart is my passion for continuous improvement and my ability to thrive in dynamic, fast-paced environments. I excel in managing complex IT systems, especially within large-scale university settings, and am driven by a deep-seated enthusiasm for technology and problem-solving. I am keen to connect with professionals and organizations looking to innovate and enhance their IT operations. Whether it’s through optimizing system performance, fortifying cybersecurity measures, or advancing cloud infrastructure, I am excited to bring my skills and experience to new challenges. Let’s explore how we can collaborate to drive technological advancements and make impactful changes together!
Sinai University
Arab Academy for Science, Technology and Maritime Transport
محافظة الإسماعيلية, مصر
エジプト

Professional Background

  • 現在の状況
    就職中
  • Profession
    System, Network Administrator
    Technical Manager
    Security Engineer
  • Fields
    サイバーセキュリティ
    Computer Networking
    Information Services
  • 職務経験
    4〜6年関連の実務経験
  • Management
  • Skills
    Network Security
    Cloud Computing (AWS
    Azure)
    Windows Server Administration
    VMware vSphere
    Active Directory
    Fortinet Firewalls
    Splunk (SIEM)
    Technical Support and Operations
    Microsoft Office
    Google Workspace
  • Languages
    Arabic
    ネイティブまたはバイリンガル
    English
    中級者
  • Highest level of education

Job search preferences

  • Desired job type
    フルタイム
    リモートワークに興味あり
  • Desired positions
    Technical Support Lead
  • 希望の勤務地
  • Freelance

Work Experience

Technical Support Lead

2月 2024 - 現在
Markaz al Ismā‘īlīyah, Ismailia, Egypt
Key Responsibilities and Achievements: Leadership & Supervision: Supervised daily operations of the help desk, resolving network and hardware issues promptly and maintaining a 95% user satisfaction rate. Coordinated with a team of 10+ IT professionals to ensure seamless service delivery, reducing system downtime by 30%. Training & Development: Designed and conducted training programs on emerging technologies and support procedures, boosting team efficiency by 20%. Cultivated a culture of continuous learning and strong communication within the team. Incident Management: Managed complex technical issues, successfully reducing average incident resolution time by 40%. Implemented a robust escalation procedure, decreasing unresolved incidents by 25%. System Installation & Upgrades: Led the deployment of new devices and applications across campus, enhancing operational efficiency by 35%. Streamlined system upgrade processes, ensuring zero disruption during critical university events. Issue Resolution: Identified and addressed technical problems proactively, resulting in a 50% decrease in system downtimes. Worked closely with cross-functional teams to prevent recurrent technical issues. Documentation & Compliance: Maintained detailed documentation of IT assets and user access, improving compliance and security by 30%. Standardized IT policies and procedures to ensure alignment with industry best practices. Reporting & Recommendations: Generated comprehensive reports on help desk performance, providing actionable insights to improve IT services. Recommended and implemented technology advancements, enhancing system performance by 25%. Key Projects: Overhauled IT infrastructure, leading to a 30% reduction in downtime. Implemented a campus-wide security upgrade, enhancing data protection and user safety.

IT Support Specialist

11月 2018 - 2月 2024
5 yrs 4 mos
Ismailia, Egypt
Key Responsibilities and Achievements: User Support Management: Delivered exceptional help desk support with a 95% satisfaction rate, exceeding response time targets for phone and remote support. Managed over 500 user support requests monthly, ensuring timely resolution. Installation & Configuration: Expertly installed and configured hardware and software, enhancing asset management efficiency by 20%. Streamlined the setup process for over 300 new employees, reducing setup errors by 15%. System Upgrades: Spearheaded hardware and software upgrades, increasing system performance and security by 30%. Developed proactive upgrade schedules to maintain optimal system functionality. Network Troubleshooting: Diagnosed and resolved network issues, reducing downtime by 40% and boosting productivity. Ensured operational continuity by efficiently managing email, printing, and internet connectivity problems. AV Equipment Operation: Supported over 2000 student events annually, providing reliable AV technical assistance. Technology Evaluation: Integrated new tools into the IT infrastructure, improving efficiency and reducing operational costs by 20%. Incident Documentation: Documented technical issues and solutions in the ticketing system, improving resolution time by 15%.

ADSL Technical Support Engineer

7月 2018 - 10月 2018
4 mos
Key Responsibilities and Achievements: Technical Escalation Management: Managed escalated cases from first-line support, achieving a 90% resolution rate on the first contact. Improved overall customer satisfaction by reducing average resolution time for escalated issues by 50%. Subnet and CPE Configuration: Resolved complex subnet issues and guided customers in configuring CPE for optimal network performance, reducing service calls by 30%. Spam Alarm Resolution: Monitored and mitigated spam alarms, ensuring network security and maintaining a 99% customer trust rate. Proactive Monitoring: Actively monitored DSLAMs, preventing service disruptions and maintaining a 99.5% network uptime. Skills: Technical Skills: ADSL Configuration, Network Security, Technical Support, Customer Premises Equipment (CPE) Setup. Problem-Solving Skills: Spam Alarm Resolution, Escalation Management, Network Monitoring. Key Projects: Improved customer satisfaction by resolving 90% of escalated cases on the first call. Maintained a high network uptime through proactive DSLAM monitoring and issue escalation.

Sales Representative

8月 2015 - 5月 2018
2 yrs 10 mos
Key Responsibilities and Achievements: Customer Service Excellence: Delivered outstanding customer service, driving sales and improving the customer experience. Facilitated seamless communication between departments, enhancing overall workflow efficiency. Inventory Management: Accurately managed inventory levels, reducing discrepancies and ensuring product availability. Retail Applications Proficiency: Mastered applications like Wincash, Siebel, and CCAT, streamlining sales and service processes. Operational Support: Provided essential support to junior retail staff, boosting team productivity and sales by 15%. Skills: Customer Service Skills: Sales Operations, Customer Service, Inventory Management, Retail Applications. Communication Skills: Interdepartmental Coordination, Team Support. Key Projects: Improved inventory accuracy and reduced product shortages by implementing efficient tracking systems. Enhanced customer service experience, contributing to a 15% increase in sales.

Course Instructor

1月 2017 - 4月 2017
4 mos
Key Responsibilities and Achievements: Training & Development: Developed and delivered courses in A+ Computing, Software, and Hardware, preparing employees for career advancement. Assessed training effectiveness, ensuring that learned skills were applied in the workplace. Learning Experience Design: Created structured learning experiences, improving student engagement and course effectiveness. Skills: Educational Skills: Course Design, Training Delivery, Skills Assessment, A+ Computing. Communication Skills: Teaching, Monitoring Learning Effectiveness. Key Projects: Developed comprehensive training modules that enhanced student understanding and application of technical skills.

IT Support Specialist

6月 2010 - 6月 2015
5 yrs 1 mo
Key Responsibilities and Achievements: System Installation: Installed and configured operating systems (Windows, macOS, Linux), improving system performance and user satisfaction. Technical Support: Provided troubleshooting services, resolving technical issues for customers and maintaining a high service quality. Sales & Customer Service: Sold computer-related products and services, achieving top sales performance and customer satisfaction. Skills: Technical Skills: System Installation, IT Troubleshooting, Sales, Customer Support. Analytical Skills: Problem-Solving, Service Delivery, Technical Support. Key Projects: Increased customer satisfaction through efficient technical support and high-quality service delivery.

Administrative Member

8月 2012 - 5月 2013
10 mos
Key Responsibilities and Achievements: Project Coordination: Developed project plans outlining clear goals and timelines, ensuring on-time and within-budget project delivery. Team Collaboration: Facilitated effective communication and collaboration among team members, enhancing project outcomes. Training Material Development: Created tutorials on internet-related topics, distributed through CDs, increasing digital literacy and knowledge sharing. Skills: Organizational Skills: Project Planning, Team Coordination, Training Material Development. Communication Skills: Team Collaboration, Tutorial Creation, Project Management. Key Projects: Successfully managed and delivered project initiatives that improved team productivity and knowledge sharing.

Education

Doctor of Medicine (MD)
Computer and Information Sciences, General
2017 - 2019
活動・団体
IS701 Decision Supp. & Intelligent Systems IS704 Management Information Systems IS714 Information Systems Design
詳細
Focus Areas: Emphasized on designing and implementing information systems to support business processes, network security, cryptography, and cloud computing platforms (AWS, Microsoft Azure). Notable Courses: IS701 Decision Support & Intelligent Systems IS704 Management Information Systems IS714 Information Systems Design Activities and Societies: Member of the IT Research Group, collaborating on projects to improve network security protocols. Participated in the Academy’s annual Tech Symposium, presenting on “Cloud Security and Compliance.” Achievements: Completed a thesis on “Optimizing Cloud Resource Management for Enhanced Business Efficiency.” Awarded the “Innovative Solutions Award” for a project on enhancing data encryption methods. Why This Institution?: Chose the Academy for its cutting-edge curriculum and strong industry connections, providing practical skills in information technology and systems management.
Management Information Systems, General
2015 - 2017
詳細
Program Overview: Provided a comprehensive foundation in information systems and their applications in business environments. Focused on practical experiences and industry projects. Key Learning: Designed and managed computer networks. Applied learning through practical internships and project-based assignments. Studied the implications of information systems on social, economic, and legal landscapes. Activities and Societies: Active participant in the “Tech Innovators Club,” organizing workshops on network security. Volunteered as a tutor for undergraduate students, focusing on system design and implementation. Achievements: Completed a capstone project on “Implementing Secure Network Architectures for SMEs.” Recognized as “Top Graduate” in the Information Systems Diploma for academic excellence. Why This Institution?: Selected for its strong emphasis on real-world applications and opportunities to engage in hands-on projects with local businesses.
Bachelor of Business Administration (BBA)
Management Information Systems, General
2010 - 2013
詳細
Comprehensive education in business principles including accounting, finance, marketing, and operations. Focused on developing critical thinking, problem-solving, and decision-making skills through real-world projects. Gained global business insights and cultural understanding through coursework and potential study abroad opportunities. Activities and Societies: Member of the “Business Leaders Society,” facilitating events on business strategy and leadership. Participated in the university’s “Global Exchange Program,” visiting international businesses to learn about their operations. Achievements: Developed a business plan for a hypothetical tech startup as a senior project, earning top marks for innovation and feasibility. Received the “Outstanding Student Award” for contributions to the Business Administration Department. Why This Institution?: Chose Port Said University for its strong reputation in business education and opportunities to apply theoretical knowledge in practical

Licenses & Certifications

Hikvision
Credential ID: HCSA-052023-0020-06-3031
Expiration Date: 5月 2025
CertiProf
Credential ID: 63491133
Expiration Date: 5月 2022
Coursera
Credential ID: XW48AWNLSF6W
Issued 8月 2017
No Expiration Date
Coursera
Credential ID: DVMQPPC3H9FB
Issued 8月 2017
No Expiration Date
Coursera
Credential ID: H6ENE8AQF68H
Issued 7月 2017
No Expiration Date
Coursera
Credential ID: CYMZDVBXY639
Issued 7月 2017
No Expiration Date
Coursera
Credential ID: FL952RMM2CSK
Issued 6月 2017
No Expiration Date
Coursera
Credential ID: VZQEZ9RRRFHJ
Issued 5月 2017
No Expiration Date
Coursera
Credential ID: RCNNDKAEDMTZ
Issued 3月 2017
No Expiration Date