Waleed Ali
IT Support Specialist
About
Waleed Ali is a dedicated IT Support Specialist with extensive experience in enterprise service desk management and IT infrastructure support. He possesses over 7 years of hands-on expertise, specializing in system administration and supporting over 20,000 users across multi-branch environments. Waleed has a proven track record of managing critical IT infrastructure, ensuring high availability and resolving technical issues efficiently. He is seeking opportunities to leverage his comprehensive IT support skills in a challenging new role.
Experience
IT Support Specialist (Tier 2)
Jun 2019 – Present · 7 yrs 2 mosWEData (formerly TEData) · Cairo, Egypt
- Managed IT infrastructure for 20,000+ employees across multiple branches.
- Resolved 350+ tickets monthly with 95% first-contact resolution rate.
- Administered ServiceNow, maintaining 100% SLA compliance and 99.9% uptime.
Sales Representative
Jan 2016 – Dec 2018 · 2 yrs 11 mosCairo Company for Sewing Machines · Cairo, Egypt
- Managed key client relationships and consistently achieved sales targets.
- Delivered product demonstrations to prospective clients.
Call Center Specialist
Mar 2015 – Sep 2015 · 6 mosTEData · Cairo, Egypt
- Handled technical customer inquiries and conducted remote troubleshooting.
- Maintained high customer satisfaction ratings for internet connectivity issues.
Skills
Automation & Cloud
System Administration
Network & Infrastructure
IT Service Management & Security
GCC Readiness
Languages
Education & Certifications
Bachelor in Computer Science
ICITAA, Egypt · 2013