Open to opportunities

mustafa ashraf

@mustafaashraf1

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Driven IT Support Engineer specializing in remote troubleshooting, infrastructure management, and cloud systems.

Egypt

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What I'm looking for

I seek an IT support role where I can optimize remote infrastructure, solve complex technical issues, collaborate with vendors, and grow into systems or network administration.

I am an IT Support Engineer with hands-on experience providing L1–L2 support, maintaining IT infrastructure for remote teams, and improving network efficiency. I have supported 50+ remote employees, collaborated with third-party cloud providers, and resolved incidents using ITSM platforms.

I deliver reliable, high-impact technology solutions through strong troubleshooting, documentation, and process improvement skills. My background includes expertise in Active Directory, network monitoring, Microsoft 365/Azure basics, and practical hardware maintenance that keeps teams connected and operations seamless.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

Allpro Logistics

Sep 2022 - Apr 2025 (2 years 7 months)

Maintained IT infrastructure for a remote workforce of 50+ employees across multiple branches, improving network efficiency and remote connectivity to ensure business continuity and system reliability.

Remote Support VoIP Cloud Services

IT Help Desk Technician

Egyptian Maintenance Company

Feb 2021 - Aug 2022 (1 year 6 months)

Provided L1–L2 support using remote access tools and ITSM (Jira Service Desk/Freshservice), resolved hardware and software incidents, and performed workstation upgrades and imaging to improve performance.

TeamViewer ITSM

Technical Support Advisor

Altice USA

Jan 2019 - Oct 2020 (1 year 9 months)

Delivered technical support for internet, TV, and mobile services to hundreds of customers, diagnosing and resolving Wi‑Fi, router, and device issues using remote diagnostics and CRM/ticketing platforms.

Customer Support Wi Fi Troubleshooting CRM Zendesk Salesforce Ticketing Systems

Education

Degrees, certifications, and relevant coursework

Arab Open University

Bachelor of Science, Computer Science and Information Technologies

2014 - 2018

Grade: 2.6 GPA

Activities and societies: Relevant coursework: network security practices; offensive security technologies and methodologies workshop; minor in Cyber Security.

Bachelor of Computer Science and Information Technologies with a minor in Cyber Security, covering network security practices and offensive security methodologies.