Mohamed Elsuni
Technical Support Specialist
Dammam,SA
Summary
Dynamic IT professional with a proven track record at Al-hussan International Academy, excelling in network administration and cybersecurity. Enhanced system performance and security, reducing downtime significantly. Adept at technical leadership and fostering collaboration across teams, ensuring effective IT service management and client satisfaction.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
IT Officer
Al-hussan International Academy
Khobar, Eastern Province
08.2024 - Current
- Provided exceptional IT support for staff members, resulting in increased productivity.
- Upgraded outdated systems with modern technology, enhancing overall performance and reliability.
- Maintained 24/7 availability for critical system support issues ensuring minimal disruption to day-to-day operations.
- Managed network security protocols to ensure sensitive data protection and prevent cyber attacks.
- Conducted regular system audits for compliance with industry standards and regulations.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Improved system efficiency by implementing new software and hardware solutions.
SOC Analyst
Canar Telecommunications
Khartoum , Sudan
09.2022 - 05.2023
- Maintained accurate documentation of all SOC activities, facilitating knowledge sharing across the organization.
- Reduced false alarms by fine-tuning intrusion detection system configurations based on historical analysis of incidents.
- Enhanced network security by monitoring systems for potential threats and vulnerabilities.
- Implemented automated tools for continuous monitoring of system logs, reducing manual efforts by the team.
- Collaborated with IT teams to implement effective security measures, safeguarding critical data and systems.
- Identified root causes of security breaches through thorough investigation and analysis of log data.
- Improved incident management workflows through streamlined communication between SOC Analysts, IT departments, and other relevant parties.
- Provided technical support during high-priority incidents, ensuring timely resolution with minimal impact on business operations.
- Improved system security by configuring firewalls and intrusion detection systems.
- Updated security procedures and documentation, keeping pace with evolving cyber threats and industry best practices.
- Played key role in selection and deployment of cybersecurity software, enhancing overall network defense capabilities.
Senior Technical Account Manager
S&W Engineering
Khartoum , Sudan
07.2020 - 10.2022
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Collaborated with cross-functional teams to develop tailored solutions for unique client challenges.
- Negotiated contracts that maximized revenue while maintaining strong client relationships.
- Identified potential risks within customer accounts early on, implementing mitigation strategies as needed.
- Established clear lines of communication between technical teams and clients, resulting in faster issue resolution times.
- Managed complex customer accounts, ensuring timely resolution of issues and effective communication.
- Led training sessions for both internal teams and external clients to ensure efficient product usage.
- Ensured adherence to industry best practices in all aspects of account management activities.
- Tracked customer and supply chain details for precise and timely fulfillment.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
Technical Support Engineer
Khartoum/Pharohs Gold Mining Company
02.2018 - 09.2020
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Delivered Tier-3 support and SME input to internal and external customers.
- Reduced system downtime significantly, conducting regular maintenance checks and updates.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Enhanced user experience by resolving complex software issues swiftly.
Education
Master of Science - Information Security
University of Science And Technology
Khartoum, Sudan 02.2018 - 12.2020
Bachelor of Science - Information And Communication Technology
University of Science And Technology
Khartoum, Sudan 08.2013 - 09.2017
Skills
Network administration
IT asset management
IT governance
IT service management
Business analysis
Documentation management
Cybersecurity best practices
Technical leadership
Task prioritization
Timeline
IT Officer
Al-hussan International Academy
08.2024 - Current
SOC Analyst
Canar Telecommunications
09.2022 - 05.2023
Senior Technical Account Manager
S&W Engineering
07.2020 - 10.2022
Technical Support Engineer
Khartoum/Pharohs Gold Mining Company
02.2018 - 09.2020
Master of Science - Information Security
University of Science And Technology
02.2018 - 12.2020
Bachelor of Science - Information And Communication Technology
University of Science And Technology
08.2013 - 09.2017
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