Abdelrahman Ahmed CV

Abdelrahman Ahmed
ITSM Technical Consultant
SKILLS PERSONAL INFO

Eagerness to learn ITSM Analytical Address
Content Creating Negotiation Alexandria, Egypt
Time managment SLA Flexible
Conflict resolution Responsible Phone
01284463303
Self - motivation Multi-tasking Azure
E-mail
EDUCATION abdlrhmanahmd93@gmail.com
09/2012 – Communications And Electronics Engineering Date of Birth
06/2017 Alexandria Higher Institute of Engineering and Technology 7th June 1993
Visible Light Communication (VLC) Grade (Excellent)
Graduation Project Natonality
Egypt
COURSES & CERTIFICATES Marital Status
Married
11/2022 – 12/2022 Manage Engine ITSM Implementation Expert (Cert)
04/2020 – 04/2020 ITIL V4 Foundation
Religion
Muslim
05/2020 – 07/2020
02/2022 – 02/2022 Agile Project Management - by Google Place of Birth
Egypt
11/2021 – 12/2021 SQL Masterclass : SQL for Data Analytics
01/2019 – 01/2019 CompTIA Network+ Course LANGUAGES
01/2022 – 01/2022 Microsoft Azure Fundamentals - AZ - 900
Arabic
08/2021 - 08/2021 CompTIA IT Fundamentals (ITF+ FC0-U61) English
05/2021 - 06/2021
01/2022 - 01/2022 Customer Services Skills
05/2019 – 05/2019 Light Current System Design
02/2019 – 02/2019 Solar Energy Systems Design
02/2017 – 03/2017 Mobile Package Course , New Horizon
07/2015 – 08/2015 Training in Alexandria Petroleum , Electrical Engineering
04/2014 – 05/2014 Fundamental Of Marketing
PROFESSIONAL EXPERIENCE
01/2023 Senior Technical Consultant (ITSM - ITOM)
present
- Deliver technical implementation and solutions design within ITSM
services
- Lead / Provide training and mentors other team members on deployed
solutions and best practices
- Deliver technical process documentation
- Build scope of work/low level technical scope based on the business
requirements.
04/2020 Technical Consultant (ITSM)

12/2022 SANA SOFT
Work with Various Enterprises Using ITSM and ITOM Applications, making
end to end implementation including Pre-sales activities, Planning and technical
support.
03/2018 SYSTEM ENGINEER

03/2020 Tawassol Group For Integrated Systems
Design and Implementing Low Current Systems, Set its network connections,
Validate all projects, and Troubleshooting issues.
06/2016 Technical Support

Te l e c o m E g y p t " W E "
11/2016 Alexandria, Egypt
troubleshooting, maintenance, installation, and overall supervision of data
and telecom equipment
^ŽůƵƟŽŶƐĂŶĚdĞĐŚŶŽůŽŐŝĞƐ͗
1-Enterprise Service Management:

• ServiceDesk Plus (Cloud/on-prem)
- Full stack IT Service management processes using SDP application:
(Incident management, Service management, Change manage-
ment, Problem management and Reporting)
2- Customer service management

• Support Center Plus (on-prem)
- a web-based customer support software that lets organiza-
tions effectively manage customer tickets, their account & contact
information, the service contracts and in the process providing a
superior customer experience (Account management, multi-chan-
nel support, contracts and SLA management)
3- IT Analysis (ZOHO)
• ZOHO Analytics Plus (Cloud)
• ZOHO Surveys (Cloud)
4- IT assets Management.
• Assets Explorer (on-prem)
- web-based IT Asset Management (ITAM) software that helps
to monitor and manage assets in your network from Planning phase
to Disposal phase. Asset Explorer provides a number of ways to
ensure discovery of all the assets in your network. You can manage
software & hardware assets, ensure software license compliance
and track purchase orders & contracts - the whole nine yards! Asset
Explorer is very easy to install and works right out of the box.
5- Identity and Access Management

• ADManager Plus (on-prem)
- An Active Directory (AD) management and reporting solution
that allows IT administrators and technicians to manage AD objects
easily and generate instant reports at the click of a button.
(AD Bulk user management, AD Password Management, AD group
management and File Server permission management).
6- Unified endpoint management and security

• Desktop Central (on-prem-cloud)
- Desktop Central is a Unified Endpoint Management (UEM) and
security software that comprehensively addresses the requirements
of IT administrators.
-It helps IT administrators to perform (patch management, soft-
ware deployment, mobile device management, OS Deployment
and take Remote Control to troubleshoot devices).
• Remote Access Plus (on-prem)
-Remote Access Plus is an Enterprise Remote access software that
helps system administrators and IT help desk technicians in trouble-
shooting remote computers from a central location.
(Connect, Detect, Collaborate and Resolve).
VOLUNTEER EXPERIENCE
Head Of Executive Board
Alexandria Volunteers for Awareness and Development Club (AVAD)
Head Of Culture Development
Parallel Society Organization (PSO)
Chairman
Sootak AIET Community
Head Coaching And Mentoring
Bridging The Gap Initiative (BTG)
Vice Project Manager
The Special One Project
Human Resources Member
Ana Fanny Habny Watany Project

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Abdelrahman Ahmed

ITSM Technical Consultant

SKILLS PERSONAL INFO

04/2020 Technical Consultant (ITSM)

03/2018 SYSTEM ENGINEER

06/2016 Technical Support

1-Enterprise Service Management:

2- Customer service management

5- Identity and Access Management

6- Unified endpoint management and security

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