Amr Mohamed

• Computer Systems Analyst (Tier 1 & Tier 2 Technical Support)
  Freelancer, Portugal | Jan 2024 – Present
  
  Key Achievements & Impact:
  
  Reduced incident resolution time by 35% through implementation of automated troubleshooting procedures and knowledge base documentation for recurring issues
  
  Increased system uptime by conducting proactive root cause analysis and implementing preventive solutions for recurring hardware, software, and network problems
  
  Resolved 150+ escalated support tickets with 94% first-contact resolution rate, significantly reducing mean time to resolution
  
  Managed 5+ concurrent IT projects (system upgrades, migrations, deployments) with zero downtime during transitions, maintaining optimal service continuity
  
  Configured and maintained 40+ servers and network devices (DNS, DHCP, ADFS, GPO), ensuring 99%+ infrastructure stability across multiple data centers
  
  Core Responsibilities:
  
  Provided advanced technical expertise for complex hardware, software, and network troubleshooting at Tier 1 and Tier 2 levels
  
  Administered and optimized servers, network devices, and IT infrastructure to maintain peak performance and security
  
  Conducted comprehensive root cause analysis on recurring issues and documented solutions to prevent future occurrences
  
  Supported critical IT projects including system migrations and infrastructure upgrades with minimal operational disruption
  
  Coordinated with cross-functional teams to ensure smooth deployment and system stability

Customer Support Analyst
Cognizant, Lisbon, PT | Sep 2022 – Dec 2023

Key Achievements & Impact:

Achieved High CSAT score by delivering technical and general support with professionalism and empathy to enterprise clients

Processed 500+ support tickets per month, accurately diagnosing and resolving customer issues through email and chat

Escalated 5% of complex issues to Tier 2 support team following established protocols, ensuring proper resolution pathways

Maintained 92% ticket accuracy by prioritizing attention to detail and adherence to documentation standards

Core Responsibilities:

Responded to customer inquiries via email and chat, accurately identifying issues and implementing solutions

Delivered technical and general support for multiple client products with emphasis on customer satisfaction

Escalated complex or unresolved issues to the second-level support team following established protocols

Documented all actions taken and categorized cases, contributing to bug identification and process improvements

• Monitors all interactions and ensures accuracy of the output Coordinates and facilitates call calibration/training sessions for vendor QA partners
• Publishes quality trends, feedback and improvement/reports Deal tactfully with clients
• Produce Quality reports and dashboards such as TNI, Pareto etc.
• Drive process improvement and ensure process compliance Contribute to the development of the short- and long-term goals of the process Ensure quality/RCA alignment, and CSAT targets are always met
• Https://www.techmahindra.com
• Achievements/Tasks

System Administrator (IT Analyst)
Khatib & Alami, Cairo, Egypt | Feb 2011 – Aug 2019 (8+ years)

Key Achievements & Impact:

Managed 100+ enterprise servers and network devices across multiple data centers with 99% uptime SLA compliance

Reduced Windows patching cycle time by 40% through automation of SCCM deployment collections and scheduling optimization

Implemented Veeam backup solution resulting in 4-hour recovery time objective (RTO) and zero data loss incidents

Designed and deployed VMware Horizon virtual desktop infrastructure, supporting 200+ concurrent user sessions with zero performance degradation

Configured and maintained robust network infrastructure (routers, switches, firewalls) serving 500+ employees with zero security breaches

Core Responsibilities:

Remotely monitored and managed system alerts via SCCM, including Windows patching and application deployment

Administered Office 365 environment (mailbox management, permissions, access control, email groups)

Managed and configured ADFS, DNS, DHCP, GPO, domain controllers, and file servers

Administered Veeam backups and implemented disaster recovery solutions with documented recovery procedures

Deployed and configured servers and virtual machines using VMware and Hyper-V

Designed and troubleshooting network solutions including monitoring, operating, and optimizing routers, switches, firewalls, and load balancers

Managed permissions and enforced security policies through group policy objects (GPO)

Customer Service Representative
Orange Telecom, Cairo, Egypt | Dec 2008 – Jan 2011

Key Achievements & Impact:

Cash reconciliation accuracy during daily handovers across 3-years

Trained 12 new team members on sales processes, ticketing systems, and customer service best practices

Managed 300+ customer issues monthly through app-based ticketing system with 95% resolution rate

Core Responsibilities:

Sales Award Achiever of mobile phones, accessories, and related product lines

Managed customer issues and inquiries through app-based ticketing system

Provided training and onboarding support to new team members

Managed inventory levels and coordinated warehouse stock replenishment