Motivated IT Support Engineer with hands-on experience in Windows Server administration, network
troubleshooting, and end-user support. Skilled in Microsoft 365, Active Directory, and Fortigate firewalls.
Seeking to contribute technical expertise and problem-solving abilities to a dynamic IT Helpdesk or Support
Engineer role.

• • Active Directory
  • Customer Service
  • Diagnose and resolve hardware
  • Diagnose and resolve network
  • Diagnose and resolve software
  • End User Support
  • Exchange Server
  • Firewall
  • Install
  • configure
  • and maintain applications
  • Install
  • configure
  • and maintain operating systems
  • ITIL
  • Microsoft 365
  • Monitor system performance
  • Networking
  • Ticketing system
  • troubleshoot issues

• CCNA (Cisco Certified Network Associate) –  2023

• CompTIA A+ –  2024

• MCSA (Microsoft Certified Solutions Associate) – 2024

IT Support Engineer | Cairo Utility Data Center

Oct 2023 – Sep 2025

- Provided Level 1 & 2 technical support for over 400 end users, resolving hardware, software, and

connectivity issues.

- Installed, configured, and maintained Microsoft Windows, Office 365, and Active Directory environments.

- Managed user accounts, mailboxes, and permissions in Exchange Server and Microsoft 365.

- Configured and monitored Fortigate firewalls, VPN tunnels, and Cisco routers/switches to ensure network

uptime and security.

- Supported data backups, disaster recovery, and implemented IT security policies.

- Administered and maintained IT peripherals including printers, plotters, scanners, and copiers.

- Assisted with VoIP and CCTV systems to maintain smooth IT operations.

- Delivered user training and guidance, enhancing IT proficiency across teams.

Helpdesk Intern | Vodafone

Oct 2022 – Aug 2023

- Assisted end users in resolving hardware, connectivity, and software issues.

- Installed and configured operating systems including Windows, macOS, Android, and iOS.

- Documented support requests and escalated complex issues to higher-level support teams.

- Gained exposure to ITIL service management principles and remote support tools.

Bachelor’s Degree in Computer Engineering

Kafr Elsheikh University | 2017 – 2022