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Mahmoud Essam

@mahmoudessam

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Hi, I’m Mahmoud Essam, T Support Specialist and Systems Administrator

Egypt

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What I'm looking for

A healthy, up-to-date environment invests in people

I’m an experienced IT Support and Systems Administrator with over 4 years of hands-on expertise helping global teams run smoothly—whether that’s troubleshooting urgent issues, automating repetitive tasks, or rolling out cloud migrations. I thrive in remote environments where communication, speed, and problem-solving matter most.

I’ve led the charge in cutting support ticket queues, boosting update compliance, and automating everything from password notifications to asset management. Whether it’s Microsoft 365, Google Workspace, VMware, or PowerShell scripting—I bring clarity and structure to IT chaos.

When I'm not improving systems or helping users, I’m probably writing a script to automate the next thing no one thought could be automated.

Let’s make IT effortless, secure, and scalable—wherever you are in the world. 🌐

Experience

Work history, roles, and key accomplishments

Current

Senior Support Specialist

Current

Eventum IT Solutions

Jun 2021 - Present (4 years)

Decreased L1 and L2 tickets by 50% using templates and automated scripts, and enhanced IT SLA by 30% through prompt ticket resolution and daily operation automation. Improved security compliance by 13% using anti-virus portals and reports, and increased update compliance by 18% with an asset management tool.

ITIL Asset Management SharePoint)Troubleshooting System Administration Security Compliance

Helpdesk Engineer

Sutherland Global Services

Dec 2019 - Present (5 years 6 months)

Handled user requests via ticketing systems, troubleshooting hardware, software, and network issues, and collaborated with global teams to enhance anti-virus and update compliance. Increased customer satisfaction from 71% to 89% by initiating a feedback cycle and created a knowledge base to reduce user inquiries.

Ticketing Systems Customer Support IT Support Remote Support Service Desk Communication

Education

Degrees, certifications, and relevant coursework

Cairo University

Bachelor’s Degree, Computer Science

Completed a Bachelor's Degree in Computer Science with a major in IT. The graduation project focused on detecting shape weight using farm’s camera videos.