Ahmed Abdulmoniem Abdelrahman
Dubai
Summary
- Professional Summary System Administrator and IT Service Delivery professional with extensive experience in managing IT support operations, infrastructure, and remote connectivity solutions. Currently serving as a Team Lead IT Support Engineer, I am dedicated to leading teams in providing robust IT solutions, maintaining high standards in Quality, Health & Safety, Security, and Environmental Protection, and improving operational efficiency through technical expertise and proactive support.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Team Lead IT Support Engineers
Agthia Group PJSC
05.2021 - Current
- Leadership and Safety Standards:
- Lead by example, prioritizing Quality, Health & Safety, Security, and Environmental Protection in every aspect of IT support operations.
- Enhanced Remote Operations:
- Spearheaded initiatives that improved remote connectivity reliability by 40%, reducing system downtime and enhancing support quality for distributed teams.
- Process Optimization:
- Successfully implemented new IT service delivery processes, leading to a 30% improvement in incident resolution speed and an increase in customer satisfaction.
- Training & Knowledge Sharing:
- Trained over 20 team members on IT and remote operations systems, resulting in a 50% faster onboarding time and a 20% reduction in escalated support tickets.
- Documentation Improvement:
- Developed comprehensive documentation that decreased troubleshooting time by 15% for common technical issues.
IT Support Engineer
AL
01.2016 - 01.2024
- During peak receiving dates season, ensuring uninterrupted technical support for daily operations.
- AL FOAH IT Asset Inventory:
- Spearheaded IT asset inventory projects, achieving a 35% increase in inventory accuracy and reducing tracking errors.
- AL FOAH Al Saad Factory New Infrastructure:
- Oversaw the installation of new infrastructure at Al Saad Factory, enhancing operational efficiency and reducing downtime by 40%.
- AL FOAH CCTV Factory Installation:
- Installed a CCTV system across factory premises, improving security and surveillance coverage by 50%.
- AL FOAH Upgrade to Windows 11:
- Led the upgrade project for Windows 11 across the organization, achieving zero downtime and enhancing system compatibility.
- Print Server Management for Company Printers:
- Established and managed the print server for centralized printer management, cutting print-related issues by 30% and streamlining document flow.
IT Technical Support Engineer
Al Foah LLC
06.2016 - 04.2021
- System Administration:
- Administered and optimized Windows servers and Active Directory, maintaining high availability and security for critical systems.
- Service Delivery:
- Implemented remote monitoring tools, reducing average response time to support tickets by 25% and increasing first-call resolution rates.
- Asset Management and Technical Support:
- Managed IT asset inventory, improving asset tracking accuracy by 35% and reducing hardware procurement time by 20%.
- Upgrade Project:
- Managed the company-wide upgrade to Windows 11 with zero downtime across all locations, enhancing system stability and security.
- IT Cost Reduction:
- Identified and removed redundant IT processes, leading to 15% savings in operational costs without compromising service quality
- Projects to Credit
Education
Bachelor of Science -
Madina Academy
Cairo 2009
Professional Diploma - Network Administration
Cairo08.2011
Professional Diploma - Digital Marketing
ITIL v4 Foundation - IT Service ManagementMicrosoft Azure Fundamentals (AZ-900) - Microsoft CertifiedTechnical Support Fundamentals - Google IT Support Professional CertificateWindows Server 2022: Install and Configure Active DirectoryAgile Project Management with Jira CloudMicrosoft Office 365 AdministrationServer Administration Essential Training -
Linked Learning
Skills
- Technical Skills
- Operating Systems: Windows Server, Windows 10/11
- Networking: TCP/IP, LAN/WAN, VPN, Connectivity Solutions
- Software: Office 365, Microsoft Azure, ManageEngine, ERP Systems
- Hardware: Servers, Printers, DVRs, Scanners, IP Phones
Accomplishments
- Successfully led a cross-functional team in a company-wide Windows 11 upgrade, achieving zero downtime across all stations.
- Developed a training program for new employees, significantly reducing onboarding time and enhancing technical skill levels.
Certification
- Core Competencies - System Administration: Windows Server, Active Directory, Network Security, Office 365 Administration
- Service Delivery & Support: ITIL Service Management, Remote Support, Incident Management, Desktop and Network Troubleshooting
- Networking: TCP/IP, VPN, LAN/WAN, Connectivity Solutions, Firewall Configuration
- Technical Proficiency: Microsoft Azure Fundamentals, Patch Management, Server Configuration, Documentation Standards
- Leadership & Training: Team Coaching, Process Optimization, Safety & Quality Assurance, Training Development
Timeline
Team Lead IT Support Engineers
Agthia Group PJSC
05.2021 - Current
IT Technical Support Engineer
Al Foah LLC
06.2016 - 04.2021
IT Support Engineer
AL
01.2016 - 01.2024
Professional Diploma - Digital Marketing
Bachelor of Science -
Madina Academy
Professional Diploma - Network Administration
ITIL v4 Foundation - IT Service ManagementMicrosoft Azure Fundamentals (AZ-900) - Microsoft CertifiedTechnical Support Fundamentals - Google IT Support Professional CertificateWindows Server 2022: Install and Configure Active DirectoryAgile Project Management with Jira CloudMicrosoft Office 365 AdministrationServer Administration Essential Training -
Linked Learning
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