mohamed Labib

Log incidents and service requests received Via the IT Service Management (ITSM) tool (Manage Engine/ServiceNow) Providing technical support on-site or via remote-access systems (SCCM) Perform user account management activities, passwords, and account unlocks using Active Directory. Experienced in implementing ITIL V4 practices to enhance service management and operational efficiency Supported and optimized MS365 for +2,000 users, streamlining user provisioning, mailbox administration, and troubleshooting.

Handled technical issues using phone, email, and Ticketing system(Symphony)for 10,000+ employees. Managed user accounts using Active directory Achieved 98.7% compliance with service level agreements, consistently resolving all tickets within the defined time frame. Supported and optimized MS 365 for +10,000 users, streamlining user provisioning, mailbox administration, and troubleshooting. Provide remote IT support for technical issues, resulting in 97.4% customer satisfaction due to outstanding services.

Handled technical issues using phone, email, and Ticketing system(Symphony)for 10,000+ employees. Managed user accounts using Active directory Achieved 98.7% compliance with service level agreements, consistently resolving all tickets within the defined time frame. Supported and optimized MS 365 for +10,000 users, streamlining user provisioning, mailbox administration, and troubleshooting. Provide remote IT support for technical issues, resulting in 97.4% customer satisfaction due to outstanding services.

Handled and resolved operational problems related to hardware and software. Handled technical issues using phone, email, and Ticketing system (Siebel / ServiceNow / Jira). Proficiently leveraged software and hardware troubleshooting . Real-time monitoring: incident detection and analysis, logging of the faults in the relevant. Handling Major incidents, outages ,and customer requests within SLA Ensuring customer satisfaction in every step of problem resolution.

Working with development team in PCB designing layout using eagle and PCB layout Implement software of embedded devices on Microcontroller, Ardunio , and RaspberryPi using C/C++ & Python . Perform technical reviews on software component design and code. Design , Testing and validation electronics systems and circuits . Repairing the medical equipment and devices . Prepare the electronics schematic , PCB layout and BOMs for manufacturing .