Looking for a job

peter girgis

@petergirgis

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I resolve complex Linux, hosting, network, and VoIP incidents while automating reliable support operations.

Egypt

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What I'm looking for

I'm open to remote worldwide roles where I can solve complex Linux, hosting, network, VoIP, and infrastructure incidents, automate repetitive support work, and lead or mentor technical support teams.

At Altima Telecom, I lead 15 technical support agents while handling complex Internet, VoIP, IPTV, VPN, DNS, routing, and remote-connectivity escalations. I improved FCR by 42% and SLA performance by 63% through stronger case tracking and callback ownership.

I've isolated service issues affecting thousands of customers, including an IPTV CDN misconfiguration and peak-time cable congestion. I also built FreePBX API and Google Apps Script automation that reduced VoIP credential lookups from minutes to seconds, and integrated GDMS with Salesforce to automate adapter provisioning.

Across Egypt-based IT infrastructure roles and freelance projects, I've built multi-site environments, deployed Windows Server and Active Directory, secured Linux VPS platforms, implemented VPNs and backup recovery, and completed cloud and email migrations with zero data loss.

Experience

Work history, roles, and key accomplishments

Current

Infrastructure & Technical Support Engineer

Current

Freelance

Jan 2016 - Present (10 years 8 months)

Deploy and troubleshoot Linux VPS/VDS and hosting environments, including cPanel/WHM, CyberPanel, DNS, SSL/TLS, email, VPN, backups, and server connectivity. Recover production servers from boot and service failures using provider rescue environments and log analysis.

Linux VPS VDS CPanel WHM (Web Host Manager)CyberPanel DNS SSL TLS Email VPN Backup Server Recovery IMAPSync

Technical Support Supervisor

Altima Telecom

May 2023 - Aug 2026 (3 years 3 months)

Lead and coach 15 technical support agents, reviewing cases and calls, tracking SLA, AHT, QA, FCR, and CSAT performance. Improved FCR by 42% and SLA performance by 63% by introducing tighter case tracking and follow-up practices.

SLA AHT QA FCR CSAT VoIP IPTV VPN DNS Routing FreePBX Google Apps Script Google Sheets GChat GDMS Salesforce

Technical Support Representative

Altima Telecom

Oct 2020 - May 2023 (2 years 7 months)

Handled 40-50 inbound technical support calls per day with approximately 80% FCR and 6:30 average handling time. Recognized as a Top 5 support performer for three consecutive months, contributing to promotion to Technical Support Supervisor.

Technical Support Troubleshooting Batch Script Modem Diagnostics DHCP Firmware Root Cause Analysis

Technical Support / IT Support

Egy Logistics

May 2019 - Oct 2020 (1 year 5 months)

Built and supported IT infrastructure for 35 users across 2 sites, 2 servers, and approximately 45 endpoints. Deployed Windows Server and Active Directory, implemented dual-WAN connectivity with automatic failover, and introduced Acronis backup protection.

Windows Server Active Directory GPO VPN Exchange Acronis Dual WAN Redundancy Failover IT Infrastructure

IT Support Specialist / Infrastructure

Overseas Egypt

Feb 2018 - Apr 2019 (1 year 2 months)

Built the company's IT environment from the ground up for an initial 25 users and approximately 30 devices, using a cloud VPS for centralized storage, OpenVPN, and Linux user/group access controls. Automated daily VPS snapshots and migrated email using IMAPSync with zero data loss.