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Mohamed Rabiee

@mohamedrabiee

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Experienced Senior IT Support Specialist with 20+ years in IT.

Egypt

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What I'm looking for

I am looking for a challenging IT Support Manager role in a dynamic organization that values service excellence and operational efficiency.

I am a seasoned Senior IT Support Specialist with over 20 years of experience in IT infrastructure, helpdesk operations, and remote user support. My career has been dedicated to driving service excellence and operational efficiency across diverse sectors. I have a proven track record of optimizing enterprise ticketing systems, particularly with ServiceNow, and ensuring SLA adherence while delivering scalable IT service improvements.

Throughout my career, I have spearheaded end-user technical support, diagnosing and resolving hardware and software issues effectively. I have managed IT support teams and led cross-functional initiatives, including the successful 'PC for Every Home' project. My technical expertise spans various operating systems, networking, ITSM, and programming, allowing me to provide comprehensive IT solutions that meet organizational needs.

Experience

Work history, roles, and key accomplishments

Current

Senior Site Support Engineer

Current

Excis Com LTD – Avon Cosmetics

May 2019 - Present (6 years 1 month)

Provided comprehensive IT support for 5 branches and remote support for Morocco, ensuring seamless operations. Managed ServiceNow ticketing, collaborated with networking and voice teams, and handled asset inventory and SLA monitoring.

ServiceNow Windows OS Remote Assistance SLA

IT Service Manager

Beta Technology Egypt

Apr 2013 - Apr 2014 (1 year)

Managed the IT support team and oversaw company-wide IT operations. Maintained service contracts, generated reports, and managed client relationships.

Support Management Service Contracts Client Relationship Management IT Operations Team Leadership

IT Supervisor / Project Coordinator

Federation of Egypt Chambers of Commerce

Apr 2009 - Dec 2012 (3 years 8 months)

Supervised helpdesk operations and managed PC/network maintenance. Led the "PC for Every Home" project and managed internal IT infrastructure and technical support documentation.

Help Desk Support Maintenance Project Coordination Infrastructure Technical Documentation

Education

Degrees, certifications, and relevant coursework

Ain Shams University

Bachelor of Commerce, Accounting

Completed a Bachelor of Commerce degree with a specialization in Accounting. Gained foundational knowledge in financial principles, economic theories, and business management practices.