Ahmed Shalaby
@ahmedshalaby
I optimize IT service desk operations, SLAs, and high-volume incident resolution.
EgyptWhat I'm looking for
At du, I managed 500+ technical incidents monthly while maintaining 98% SLA compliance, reducing recurring tickets by 25% through a knowledge base and supporting infrastructure upgrades with zero service disruption.
I've also streamlined IT project workflows and cross-functional processes at du, improving operational efficiency by 15%. My hands-on support experience includes Microsoft 365, hardware, software, networks, ServiceNow, Active Directory, remote support, and Windows/Linux troubleshooting.
Earlier, I led retail, vendor, advertising, branch, and customer service operations at Microsoft, RadioShack, and Vodafone, delivering revenue growth, cost reduction, and strong technical customer support.
Experience
Work history, roles, and key accomplishments
IT Service Desk Engineer
du - Emirates Integrated Telecommunications Company
Apr 2019 - May 2025 (6 years 1 month)
Managed 500+ technical incidents monthly while consistently achieving 98% SLA compliance. Designed and implemented a Knowledge Base that reduced recurring tickets by 25%.
Education
Degrees, certifications, and relevant coursework
University of Alexandria
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration degree from the University of Alexandria.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
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