Amro Nasef
Calgary,Canada
Summary
Experienced IT professional with a strong track record of providing top-notch customer support and delivering effective technical solutions, with hands-on experience at companies like HP and Shaw. Proficient in both software and hardware, including Linux and advanced diagnostics. Known for improving customer satisfaction and boosting operational efficiency through innovative problem-solving, exceptional incident management, and efficient time management skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support
Motorola Solutions
Calgary, Canada
10.2023 - 10.2024
- Resolved hardware and software issues in a Linux-based system.
- Maintain a strong understanding of client software and products, including CCTV, servers, and networks.
- Conducted data queries using SQL.
- Assist nontechnical end users in problem-solving.
- Resolves various networking problems efficiently.
- Records and maintains accurate information within the ticketing system.
- Interfaces directly with customers to ensure their issues are resolved and a superior customer experience is provided.
- Coordinated activities and tasks of field technicians.
Business Technical Specialist
Shaw
Calgary, Canada
10.2017 - 10.2023
- Provide technical solutions and support to Businesses/Enterprise service
- Supports Small and Medium sized businesses with video, internet, phone, satellite, and webhosting services
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issue
- Refer to internal database or external resources to provide accurate tech solution
- Takes ownership of internal customer issues reported and see problems through to resolution, researches, diagnoses, troubleshoots, and identifies solutions to resolve issues
- Ensures proper recording and closure of all issues; prepares accurate and timely reports, trends, analysis, etc
Technical Support
Shaw
Calgary, Canada
10.2017 - 10.2023
- Taking ownership of issues reported and seeing problems through to resolution
- Generate technical solutions to customers with issues regarding their technical services
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Refer to internal database or external resources to provide accurate tech solutions and prepare accurate and timely reports
- Takes ownership of internal customer issues reported and sees problems through to resolution, research, diagnoses, troubleshoots, and identifies solutions to resolve issues
System Analyst / Advanced Technology Operations (Tier 2 Analyst)
Shaw
Calgary, Canada
12.2016 - 09.2017
- Monitors and supports the production video network as well as the Strategic Back Office operations; restores faults in the production video network as well as the Strategic Back Office operations
- Help agents in their escalated situation and provide advanced level technical support
- Performs the company's Incident Management & Communications protocols, acts as the Subject Matter Expert on the Operations of the video network as well as the Strategic Back Office operations
- Executes all coordination and escalation activities with external partners and vendors; coordinates the restoration of faults in the production video network as well as the Strategic Back Office operations
- Tracks and reports on all technical and procedural incidents related to the video products and the Strategic Back Office operations
- Takes ownership of internal customer issues reported and sees problems through to resolution; research, diagnoses, troubleshoots, and identifies solutions to resolve issues
Remote Support Agent
Geek Squad
Calgary, Canada
09.2016 - 01.2017
- Generated technical solutions for clients via chatting and over the phone, provided technical support and problem-solving solutions in areas such as Windows 7, 8, 10, MS Office 2013, 2016, and Office 2010 suites, IP Peripherals - Cisco switches, routers, and firewalls
- Analyzed operating system problems; repaired all issues and removed malware and used software for COD upgrading and installations
- Performed wireless network setup and troubleshooting along with software installation, configuration, and assessing customers' PCs; examined functionality of peripheral appendages
- Created tickets via the AWB program and linked to clients via the LMI program
IT Service Assurance / Incident Management
FGL Sports Ltd
Calgary, Canada
10.2014 - 03.2016
- Supervised 24/12 shifting schedule in the operational environment across all IT systems, core applications, network storage, telecommunications, network communications, and corporate and franchise store networking
- (Solar Winds, Cognos, Control M, and Robot Scheduler)
- Maintained the data center, including consistent monitoring of temperature and humidity levels; assisted the data center administrator with cabling, racking, and de-racking equipment, and generated trouble tickets for tracking events and incidents (providing end-to-end ownership of all events)
- Chaired major incident, change, and operational meetings and with respect to the managed data backup (using I-Series, Commvault SL500, Netback Up, and Backup Exec)
Helpdesk Analyst
Hewlett-Packard
Calgary, Canada
10.2013 - 10.2014
- Provided IT technical support for The Government of Alberta via email, telephone, and other ways; provided quality support in accordance with industry and established technical standards
- Captured customer issues by identifying the root cause, offering solutions, and resolving technical problems; carried out analysis on reported issues and used several software for troubleshooting and incident investigation, such as REMEDY, RSA, MacAfee, SSPR, ADS, Citrix, TPX/MOVES mainframe, and Remote Access Connection
- Tickets were escalated, documented, updated, and kept on track with the usage of ITSM
Service Desk Analyst / Deskside support
Hewlett-Packard
Sydney, Canada
09.2009 - 09.2013
- Worked with both software and hardware systems, handling a diverse range of technical challenges and providing comprehensive solutions
- Configured network and wireless printers, set up home networks via windows, MAC OS X by remote accesses support- VNC
- Maintained backups and navigated end users, system cloning and at the same time ensured customer satisfaction by providing solutions and all in a timely manner
- Promoted as a Tier2 agent; coached tier 1 agents on production floor, resolved escalated cases and oversaw supervisor calls
Education
Bachelor of Engineering Technology - Electronics and Controls
Cape Breton University
Sydney, Nova Scotia01.2008
Skills
- Windows & Mac OS
- Software Diagnosis
- Knowledge of C, JAVA
- Knowledge of UNIX
- Proficient in MS Office Suite
- Service Now
- Hardware issue diagnosis
- Unified Desktop
- Splunk
- E-mails/Outlook
- Knowledge of AutoCAD
- Citrix
- Jira Service Desk
- LMI remote support
- Linux
- AWB
- SalesForce
- RSA
- TPX mainframe
- BMC Remedy ITSM
- SolarWinds
- Salesforce
- HubSpot
- CRM Systems
- Shopify
- BigCommerce
- Quickbooks
- Cyber Security fundamentals
- Apple Certified support
- Linux fundamentals
- CCNA basics
- Microsoft 365
- IT fundamentals
- Unix fundamentals
- SQL 101
- Microsoft Word Expert
- Time management
- AWS fundamentals
- PMP Fundamentals
Accomplishments
- One of the former founders of the Electronics Club in the Canadian International College.
- Completed graduation project (Satellite Systems) for the Canadian International College with grade A.
- Achieved grade A+ for the graduation project (Steganography) for Cape Breton University.
- Acquired certificate in Time Management and organization skills.
- Acquired more than 15 certificates as the employee of the month in my professional career.
- Did more than 50 presentations for a small and large number of audiences at the University and in my professional career.
- Trained more than 40 new employees at HP, Rogers, and Shaw.
References
Available upon request.
Community Service
- Former member of the group 'Illiteracy removal', accomplished in helping a group of 25 men and women read and write who were not literate, in poor districts of Egypt.
- Former member of the group 'Let's build Egypt'; volunteered in cleaning and rebuilding poor districts in Egypt.
- Helped in raising funds for food banks and cancer cure in Sydney and Calgary.
- Canada Coaching U16 soccer team; got the bronze medal with the team.
- Helped Syrian refugees to settle and taught them the English language in Calgary, AB.
Certificatesandcourses
Cyber Security fundamentals, Microsoft 365, Microsoft Word Expert, Apple Certified support, Linux fundamentals, IT fundamentals, Unix fundamentals, SQL 101, Time management, AWS fundamentals, PMP Fundamentals
Programsandticketingsystems
Unified Desktop, LMI remote support, RSA, Salesforce, CRM Systems, Shopify, BigCommerce, Quickbooks, Service Now, Jira Service Desk, BMC Remedy ITSM, SolarWinds
Certification
- Microsoft Certified: Windows Client
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Identity and Access Administrator (SC-300)
- AWS Certified Cloud Practitioner
- Certified Secure Computer User (CSCU)
Timeline
Technical Support
Motorola Solutions
10.2023 - 10.2024
Business Technical Specialist
Shaw
10.2017 - 10.2023
Technical Support
Shaw
10.2017 - 10.2023
System Analyst / Advanced Technology Operations (Tier 2 Analyst)
Shaw
12.2016 - 09.2017
Remote Support Agent
Geek Squad
09.2016 - 01.2017
IT Service Assurance / Incident Management
FGL Sports Ltd
10.2014 - 03.2016
Helpdesk Analyst
Hewlett-Packard
10.2013 - 10.2014
Service Desk Analyst / Deskside support
Hewlett-Packard
09.2009 - 09.2013
Bachelor of Engineering Technology - Electronics and Controls
Cape Breton University
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