حمزه

Freelance

Designing and delivering end-to-end IT infrastructure and server solutions for small businesses and retail shops. Designed and deployed Windows Server and Linux-based infrastructures tailored to business needs. Built and managed AD environments, including user administration, Group Policies, and access control. Configured core network services such as DNS, DHCP, File Servers, and Print Services. Implemented virtualization solutions using VMware, optimizing hardware utilization and reducing operational costs. Established secure system configurations, including backup strategies, and data protection practices. Provided troubleshooting, and ongoing technical support to ensure system reliability and uptime. Delivered scalable and cost-effective IT solutions for environments ranging from small retail shops to offices with multiple users.

WE-Egypt

Delivered on-site technical support across 10+ retail branches, handling hardware, software, and network incidents, achieving a 98% customer satisfaction rate based on internal feedback metrics. Reduced service downtime by 70% by optimizing troubleshooting workflows, improving escalation paths, and standardizing incident resolution procedures, ensuring seamless service operations and an enhanced customer experience. Trained 30+ engineers and frontline staff on internal systems and advanced troubleshooting techniques, reducing repeat incidents by 40%. Produced daily, weekly, and quarterly analytical reports using Power BI to support management decisions related to branch readiness and performance trends to support data-driven decision-making.

WE-Egypt

Provided first-line technical support to an average of 100+ customers per day in high-traffic customer service outlets. Implemented troubleshooting solutions for software, hardware, and network-related problems. Collaborated with escalation and network teams to resolve complex issues, reducing average resolution time by 25%. Enhanced customer satisfaction by maintaining consistent follow-up and delivering quality service.

ITIDA-Egypt

Gained valuable knowledge in communication and negotiation skills, interview preparation techniques, and effective strategies for identifying and pursuing career opportunities within my field.

TE Data-Egypt

Completed comprehensive training in networking fundamentals at TE Data, covering LAN/WAN technologies, IP addressing, routing, and switching concepts, as well as various protocols, and network troubleshooting. Gained hands-on experience in configuring network devices and ensuring stable connectivity across different environments.

Benha University