Open to opportunities

Sama Tarek

@samatarek1

Message

Level 2 technical support engineer focused on remote troubleshooting and resolution.

Egypt

Message

What I'm looking for

I’m looking to grow in Level 2 enterprise technical support, taking ownership of complex hardware/software/network issues end-to-end, collaborating across teams, and delivering consistent, SLA-driven service quality.

I provide Level 2 technical support for U.S.-based enterprise clients through CME, delivering remote troubleshooting and advanced issue resolution across multiple environments. I diagnose and resolve complex hardware, software, and network issues remotely, escalate critical incidents with internal teams, and maintain detailed documentation on ticketing systems to ensure SLA compliance.

Previously, I worked as an IT Technical Support & IT Helpdesk Analyst at AXA OneHealth, supporting clients and other teams remotely and onsite—diagnosing problems, documenting solutions, and escalating complex issues. My background includes Networks Engineering (Bachelor’s in Networks Engineering) and internships at Siemens and Orange, where I contributed to smart infrastructure and maintenance infrastructure database work.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer Level 2

Current

Avery Dennison

Mar 2025 - Present (1 year 3 months)

Provided Level 2 technical support for enterprise users and systems. Diagnosed and resolved complex hardware, software, and network issues remotely while collaborating to escalate and resolve critical incidents.

Level 2 Technical Support hardware troubleshooting Network Troubleshooting Incident Escalation Technical Documentation

Current

Technical Support Engineer Level 2

Current

CME

Dec 2023 - Present (2 years 6 months)

Provided Level 2 remote technical support for U.S.-based enterprise clients, delivering advanced issue resolution across multiple environments. Diagnosed complex hardware, software, and network problems, escalated critical incidents, and maintained ticket documentation with SLA compliance.

Level 2 Technical Support Remote Technical Support hardware troubleshooting Network Troubleshooting Incident Escalation Technical Documentation Jira SLA

Technical Support Engineer Level 2

Dollar General

Dec 2023 - Feb 2025 (1 year 2 months)

Delivered Level 2 remote technical support across retail store environments. Troubleshot POS systems and addressed hardware, software, and network issues impacting store operations while maintaining ticket resolution quality and responsiveness.

Level 2 Technical Support Remote Technical Support POS Troubleshooting hardware troubleshooting Network Troubleshooting Ticketing Service quality

IT Support & Helpdesk Analyst

AXA OneHealth

Mar 2022 - Dec 2023 (1 year 9 months)

Provided IT technical support and helpdesk services to clients and internal teams both remotely and onsite. Diagnosed problems, documented findings, and escalated complex issues as needed.

IT Helpdesk Remote Support Onsite Support Technical Documentation Escalations

Internship

Siemens

Aug 2020 - Aug 2020 (0 months)

Completed an internship focused on smart infrastructure in Siemens’ “Best in Class” program.

Internship

Orange

Jun 2020 - Jul 2020 (1 month)

Completed an internship working on a RAN sites maintenance infrastructure database project.

Education

Degrees, certifications, and relevant coursework

German University in Cairo

Bachelor’s degree, Networks Engineering

2016 - 2021

Grade: A+ (Excellent)

Earned a Bachelor's degree in Networks Engineering. Graduation project focused on AI-based latency-optimal task offloading for an edge computing system, achieving a grade of A+ (Excellent).