Mohamed Osman

▪ Network Infrastructure Management: Directed planning, design, and installation of complex LAN, Wi-Fi, and server infrastructures across retail, government, and corporate environments. ▪ System Performance Optimization: Improved network uptime by 30%, enhanced system performance, and ensured seamless business continuity for mission-critical operations. ▪ Technical Support Leadership: Supervised multi-disciplinary Tier 2 & Tier 3 IT support teams, providing enterprise-level troubleshooting and root-cause analysis. ▪ Incident & Problem Resolution: Resolved complex hardware/software issues, reducing recurring incidents by 25% through proactive monitoring and process improvements. ▪ Server & Patch Management: Executed system maintenance, security patching, and software upgrades, achieving 99% operational efficiency across IT environments. ▪ Project Management: Led full-cycle IT infrastructure projects—from requirement gathering and solution design to implementation and post-deployment support. ▪ Client Solutions Delivery: Deployed tailored IT solutions for enterprise clients including Carrefour, Total Oil, Emarat Misr, Egyptian Postal Authority, Marks & Spencer, LC Waikiki, and HANO Stores. ▪ Pre-Sales Consultation: Acted as technical advisor supporting business development with customized solution proposals and cost-optimized recommendations. ▪ Documentation & Training: Developed user manuals, FAQs, and training materials, improving user adoption and reducing dependency on IT support desks. ▪ Asset & License Control: Maintained accurate tracking of software licenses, hardware inventory, and security configurations using IT asset management best practices. ▪ Compliance & Standards: Ensured adherence to ITIL service management protocols and ISO information security standards across all projects and operations.

▪ ERP System Support: Delivered end-to-end technical support for the E-Chain ERP platform, ensuring optimal performance, stability, and usability across multi-branch operations. ▪ Server & Database Administration: Installed, configured, and maintained Windows Servers, SQL databases, and POS systems, achieving 99% uptime and data consistency. ▪ System Troubleshooting: Diagnosed and resolved complex software, hardware, and network issues through remote and onsite interventions, improving client satisfaction and reducing downtime. ▪ User Training & Enablement: Conducted end-user training sessions and developed guides for system upgrades, resulting in smoother version transitions and reduced support calls. ▪ Data Integrity & Backup Management: Ensured data reliability, executed scheduled backups, and implemented disaster recovery plans to secure critical business information. ▪ Network Configuration & Maintenance: Installed and supported LAN infrastructure, Wi-Fi systems, and firewalls, ensuring connectivity and operational continuity. ▪ Performance Monitoring: Monitored system performance, applied patches and updates, and optimized database queries to improve transaction speed and reliability. ▪ Client Relationship Management: Collaborated with pharmacy stakeholders to identify pain points and deliver tailored ERP enhancements aligned with business objectives. ▪ Documentation & Reporting: Created technical documentation, incident reports, and service logs to support continuous improvement and maintain compliance with IT policies.

▪ Client Technical Support: Delivered comprehensive IT infrastructure and POS system support for enterprise clients including Carrefour, Total Oil, Emarat Misr, Kazyon Market, and the Egyptian Postal Authority, ensuring seamless retail operations and system reliability. ▪ Network Infrastructure Deployment: Supervised installation, configuration, and termination of LAN cabling, routers, and switches for multiple commercial projects across Cairo and Alexandria. ▪ Wi-Fi Network Implementation: Designed and installed wireless networks for high-traffic business environments such as IMAGE Furniture and Wahet Omar Restaurant, optimizing signal coverage and connection stability. ▪ POS & Barcode Systems Management: Configured and maintained Toshiba POS, Datalogic barcode readers, and Protech systems, ensuring fast, accurate, and secure transaction processing. ▪ System Troubleshooting & Maintenance: Diagnosed and resolved complex hardware, software, and network issues across client environments, reducing downtime and improving service quality. ▪ Project Supervision: Led cross-functional installation teams, ensuring on-time project delivery, adherence to technical standards, and alignment with client specifications. ▪ Preventive Maintenance: Developed and executed maintenance schedules to ensure optimal system health, minimizing emergency interventions by 20%. ▪ Technical Documentation: Created installation guides, network diagrams, and support documentation to standardize troubleshooting procedures and improve knowledge sharing. ▪ Vendor Collaboration: Coordinated with Toshiba, Datalogic, and Dell partners to ensure compatibility, firmware updates, and warranty compliance across deployed systems. ▪ Customer Satisfaction: Built and maintained long-term relationships with clients through consistent communication, proactive support, and solution-oriented service delivery.