Abdelrahman Younes

Delivers day-to-day IT technical support while acting as internal innovation driver, automating manual processes with AI tools, Microsoft Power Platform and Python. Built the Adaptiv Attendance App, IT & HR Internal Ticketing System, PDF Studio, Cutlist Calculator, and IT Deployment Toolkit.

Supervised the regional IT support team across cross-provincial branch networks; primary L2/L3 escalation point for 100+ branches. Led the end-to-end IT Asset Management lifecycle using Snipe-IT and built two internal Power Platform apps.

Provided high-tier technical support and troubleshooting in a compliance-driven banking environment. Administered user accounts, AD groups and directory permissions; audited security compliance and resolved high-volume incidents via centralized ticketing, maintaining a 98% average SLA compliance.

Managed client partnerships, inquiries, complaints and follow-up pipelines, including professional dispute resolution. Acted as cross-functional liaison between external accounts and internal technical units.

Pursued a Bachelor of Science in Communications and Computer Engineering, covering computer networks, data communications, operating systems, computer hardware, and network fundamentals.

Earned the Cisco Certified Network Associate (CCNA) certification, demonstrating foundational networking knowledge and skills.

Earned the CompTIA A+ certification, validating foundational IT support and hardware/software troubleshooting skills.

Earned the Microsoft Power Platform Fundamentals certification, covering the core capabilities of Power Platform and its applications.