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Mostafa Amer

Mostafa Amer

IT System Support Specialist


Cairo, Egypt

IT System Support Specialist at Novartis



IT System Support Specialist

• Implements, troubleshoots, and maintains systems (e.g., desktop, lab systems,
laptops, remote printers, LAN, etc.) to support company’s engineering, scientific,
or commercial functions.
• Providing 1st & 2nd level IT technical support to MEA region.
• Logging calls to BMC Remedy ticketing system.
• Manage and Coordinate in Novartis local and global projects.
• Coordinate between Novartis and global suppliers.
• Analyze IT solutions financially and technically.
• Manage inventory assets using GAMS “Global Asset Management System”.
• Provide users induction to Novartis IT environment.
• Share in higher levels reporting due dated tasks.
• Conducts a sharing knowledge session with team members.
• Create and maintains technical documentation.
• Single point of contact to service provider “Vodafone”.
• Leading communication related projects.
• Ensuring the provider’s SLA’s are being met.
• Start escalations according to escalation matrix incase of service delays.
• Reporting provider’s performance and identifying areas of improvement.
• Designing the implementation plans taking in consideration business impacts & outages.

Career medium 03
Career medium 04


Second Level Technical Support

- Responsible of handling second level support technical tickets regarding all technical problems, ADSL, domain, mails, hosting.
- Escalating issues to responsible teams.
- Support new services and solution development and management processes as required.
- Responsible of creating technical tickets for customer’s problems and handling orders.


TE Data

Technical Support Representative

 Responsible of creating technical tickets for customer’s problems and handling orders.
 Rapidly responding to the customer and assisting the customer with installation and basic questions.
 Responsible of providing the customer with knowledge about ADSL service.
 Escalating issues to second level support, following customer problems and achieving customer satisfaction.
 Handling the complaints and providing technical support to the customers.

Career medium 01
Career medium 06


IT Help Desk

 Respond to requests for technical assistance in person, via phone, electronically
 Diagnose and resolve technical hardware and software issues
 follow standard help desk procedures
 Identify and escalate situations requiring urgent attention


The Arab Open University

Bachelor of Science (B.Sc.), Information Technology and Computing

Cairo International school