About Me
IT Support Engineer with hands-on experience across banking and enterprise environments, combining strong technical support fundamentals — Windows OS, Active Directory, hardware/software troubleshooting, SLA-driven ticketing — with hands-on development on the Microsoft Power Platform and custom web applications. Beyond core IT support duties, I actively drive innovation by designing and building Power Apps, Power Automate flows, custom Microsoft Graph-integrated tools, and AI-assisted solutions that automate operations, reduce manual workload, and improve service delivery. Proven ability to work under pressure in 24/7 shift-based and on-call environments while maintaining top-tier SLA compliance.
Experience
IT Support Engineer — Adaptiv
Driving IT support operations while leading innovation initiatives using AI and Microsoft Power Platform
- Deliver day-to-day IT technical support while also acting as an internal innovation driver, identifying opportunities to automate manual processes using AI tools and the Microsoft Power Platform.
- Designed, built, and deployed the Adaptiv Attendance App (Power Apps + Power Automate): a live, company-wide attendance solution matching employee location against the company location, with records stored in SharePoint.
- Extended the app with a leave request module (annual, casual, sick leave) plus a live leave-balance view synced with SharePoint.
- Designed, built, and deployed a full IT & HR Internal Ticketing System — secured with company Microsoft sign-in (Azure AD) and the Microsoft Graph API, with tickets/attachments stored live in SharePoint. Implemented role-based access control, automated Power Automate email notifications, and delivered it as an installable desktop Progressive Web App with the company's full brand identity applied.
- Developing the Cutlist Calculator, a nesting/cut-optimization tool generating PDF cutlist reports (~90% complete), and the IT Deployment Toolkit, a pre-deployment diagnostics tool (~50% complete).
IT Service Desk Engineer — Erada Finance
- Supervised regional IT technical support team members across cross-provincial branch networks, serving as the primary L2/L3 escalation point.
- Led the end-to-end IT Asset Management lifecycle using Snipe-IT to audit, track, and maintain accurate inventory controls.
- Conceived, designed, and deployed two internal Power Platform applications: an IT Tickets App and a Task Assignment App with automated SLA warning alerts.
- Provided technical support for enterprise hardware, software, and network infrastructure across 100+ branches.
Technical Support Engineer — The National Bank of Egypt (NBE)
- Delivered high-tier technical support and troubleshooting within a demanding, compliance-driven banking environment.
- Administered user accounts, AD groups, and directory permissions while auditing security compliance standards.
- Resolved high-volume incidents via centralized ticketing systems, consistently maintaining top-tier SLA compliance.
- Coordinated infrastructure refreshes, disk imaging procedures, and large-scale deployment tasks.
Sales & Public Relations — Pure Diagnostics Company
- Cultivated strategic client partnerships through professional dispute/issue resolution workflows.
- Managed customer inquiries and structured follow-up pipelines to elevate service satisfaction.
Key Projects
Adaptiv Internal Ticketing System
- Company-wide IT & HR ticketing system with role-based access control and live SharePoint backend.
- Automated email notifications and installable as a desktop Progressive Web App.
Adaptiv Attendance App
- Live, company-wide location-based check-in/check-out solution.
- Leave request module with real-time balance tracking.
Cutlist Calculator
- Nesting/cut-optimization tool minimizing sheet material waste.
- Generates detailed cut diagrams and waste-percentage summaries (~90% complete).
IT Deployment Toolkit
- Pre-deployment diagnostic tool capturing system health snapshots.
- Speeds up troubleshooting before upgrades or maintenance (~50% complete).
Internal HQ Ticketing System
- Ticket intake/tracking portal for corporate HQ employees.
- Localized SharePoint access controls for data confidentiality.
IT Task Assignment & Workflow App
- Structured task allocation and manager-to-engineer collaboration.
- Automated SLA breach warning alerts to assigned engineers.
Skills
Technical Support
IT Operations
Low-Code Development & Automation
AI Tools & Research
Education
B.A. in Communications & Computer Engineering
Mansoura University · 2017 – 2022
Relevant Coursework: Computer Networks, Data Communications, Operating Systems, Computer Hardware, Network Fundamentals
Certifications
- Cisco Certified Network Associate (CCNA)
- CompTIA A+
- Microsoft Power Platform Fundamentals
Key Achievements
- Delivered a full IT & HR Ticketing System at Adaptiv with role-based access and automated notifications, replacing scattered email/WhatsApp requests with one tracked system.
- Built and deployed a live company-wide Attendance App at Adaptiv, used daily for check-in/check-out via location matching.
- 98% average SLA compliance maintained within highly regulated, pressurized enterprise environments.
- Automated IT operations via two Power Platform applications built at Erada Finance.