resume mohammad ghattas
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Mohammad Ghattas [email protected] +201092224049
Address 6 October , Cairo ,Egypt
Age 30 Years old
Nationality Egyptian
Profile
To secure a position in IT / Telecommunication field where a solid education in technology and customer service strengths would be
maximize for favorable results, thus contributing analytical and troubleshooting talents toward actively supporting a progressive
organization in achieving its IT goals.
Specialties:
Microsoft Products ( Windows Servers 2008, 2012 / Windows 7,8 and 8.1 )
IBM System X Low-end and High-end Servers including Blade Centers
HP, DELL and Fujitsu Servers
Technical Support
Experience
Sr. Technical Support Engineer at CybertronPC PC International
Cairo, Egypt - Full-time - November 2014, Present
handle escalated tickets.
Provide Hardware/Software support to all CybertronPC customers.
Responsible for troubleshooting steps with customers via phone/emails.
Connect to customers PC/Server remotely, read the logs, check for any hardware/software changes and help in fixing customer’s issues.
Responsible for resolving these issues as fast and professional as possible to reach customer’s expectation.
System X & Multi-vendor Product Support Engineer - UK & Ireland at IBM
Cairo, Egypt - Full-time - September 2012, November 2014
Act as primary communication path between enterprise client and IBM technical resolution team
Offer the technical consultancy to site technicians performing technical action plans and customer executives
Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and
processes to build technical action plans
Engage and interface with IBM technical superior levels when appropriate for case escalation
Monitor products and accounts performance
Work under pressure while maintaining high client satisfaction
Technical Support Engineer:
At Emaratech (Datel systems and services) Location: Sharjah, United Arab Emirates,
Company Industry: Information Technology
Job Role: Technology/IT
April 2010 - August 2012 • Located inside Sharjah Immigration.
Responsible for Emaratech software and hardware which is used by Sharjah Immigration.
Installing new Software/Hardware and Updates.
Handles all inquiry about UAE ID system (Typing, Upgrading and Renewing).
Technical Support - Customer Service
at Etisalat Location: United Arab Emirates , Ajman - UAE
Company Industry: Telecommunication
Job Role: Customer Service
September 2009 - March 2010 - Handles all customer requirements about their Internet service provided by Etisalat.
Configure all types of Routers/Modems with the proper configurations.
Handle Domains/Webhosting inquiries.
Troubleshoot all kinds of pcs/laptops for any network problems.
Technical Support
At W@P Location: Cairo, Egypt,
Company Industry: Information Technology
Job Role: Technology/IT
January 2008 - August 2009 - Dealing with servers, routers, and ISA servers.
System implementations.
Operation enhancement.
Mohammad Ghattas [email protected] +201092224049
Address 6 October , Cairo ,Egypt
Age 30 Years old
Nationality Egyptian
Performed component level configurations.
Hardware/Software installation.
Trouble-shooting.
Skills & Qualifications
System Administration
Windows 7, 8, 8.1 and 10
Windows Server
Linux
VMWare
Servers Maintenance and Servicing
IBM System x - Low and High-End Servers
IBM Blade Centers
IBM Storage
HP Prolaint
Dell PowerEdge
Fujitsu Primergy
Management Skills
Excellent management skills
Full-fledged plans building
Soft and interpersonal Skills
Excellent communication skills - spoken, written
Excellent teamwork player
Excellent presentation skills
Passionate learner
Languages
Fluent English
Native Arabic
Training & Courses CompTIA Security+
IBM Active Listening / Communication Skills
IBM Servicing System x Servers
IBM Blade Center Fundamentals
IBM Troubleshooting Blade Centers
IBM Servicing Blade Centers
IBM Unified Extensible Firmware Interface Technology
IBM Post Sales Service & Support Data Handling
IBM Storage Management and RAID Technology
Education
Bachelor's degree in Computer Science from Modern Academy
Location: Cairo, Egypt
Completion Date: September 2006
References are available on request