Ibrahim Esmaeel

About Ibrahim Esmaeel

Dedicated and highly skilled Technical Support Engineer with 4 years of experience providing network technical assistance and resolving complex operating system issues. Proficient in diagnosing and troubleshooting software and hardware problems. Eager to join a dynamic technical support team in an institution that encourages development and personal growth

Experience

1. IT Service Desk Engineer

   malomatia

   Nov 2024 — Present

   Delivered Tier 1 and Tier 2 support to 600+ end users in a corporate environment- Used ManageEngine to log and resolve incidents, service requests, and change requests- Administered user accounts, passwords, and permissions through Active Directory- Performed troubleshooting via RDP and TeamViewer for remote resolution- Installed, configured, and maintained desktops, laptops, VOIP, and printers- Resolved 30+ tickets daily while maintaining SLA compliance and end-user satisfaction- Acted as the first point of contact for IT issues: account setup, password reset, email support, and network connectivity- Processed new hire onboarding: coordinated with HR, provisioned AD accounts, Exchange mailboxes, and laptop/mobile devices- Handled software installations and license management for MS Office, antivirus, and line-of-business applications- Resolved network-related issues (LAN extension, Wi-Fi access, DNS, DHCP conflicts)- Managed shared folder access requests by processing approval workflows and updating NTFS permissions- Supported meeting room devices: projectors, Teams/Zoom setups, and digital displays.Coordinated with procurement and vendors for IT hardware replacements and upgrades- Prepared weekly reports on ticket trends, common issues, and recommendations for service improvement- Conducted user training sessions for Outlook, SharePoint, and security awareness.

Education

• University of Science and Technology

  Bachelor's degree, electronic systems engineer and computer