Ibrahim Esmaeel
IT Service Desk Engineer @malomatia
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WORK HISTORY
IT Service Desk Engineer @malomatia
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
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
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