1. Botros Makar Fawzy
Alexandria, Egypt * +20 1015090572 * +20 1221718992
*+20 3 5532121
https://eg.linkedin.com/in/Botros Makar
botrosmakar@gmail.com
Technical Support Manager
Information System / Technical support Engineer
PROFILE
An ambitious bilingual (English & Arabic), computer engineer with
professional
Experiences in technical support, IT Help Desk. The discipline of starting
an early
Career added for the years of experience. That is why what I bring is a
combination of passionate
creativity, organizational skills, strong analytical troubleshooting and
problem solving experience, technical knowledge, powerful
communication, negotiation, and interpersonal skills and superior team
management, coordination and leadership abilities. Also, I believe I
have mastered the art of customer services

2.  Management skills
 Leadership, team inspiration, motivation and coordination.
 Creativity and tendency to develop
 Deductive and analytical problem solving
 Great organization skills
 Great researching and self-studying skills
 Ambitious, Proactive and dynamic with a passion for excellence
 Team work enthusiast
 Flexible and can adjust to changing conditions (Travel and work
time)
 Efficient work under pressure and with deadlines
 Sales and customer front skills
Technical Skills
 Great experience in troubleshooting problems related to:
Microsoft Windows, internet issues, Linux and some Android, IOS
and PC Hardware.
 Microsoft System administrator
 Extensive knowledge of Network protocols, troubleshooting and
hardware : Routers, Switches,AP, repeaters, WAN/LAN, VPN, DNS,
TCP/IP, Wireless Network Security protocols... etc
 Installing, building and maintenance of desktop PCs.
CERTIFICATIONS & TRAININGS
 MCTS (C#,ASP,SQL,ADO).

3.  MCITP (system administrator server 2008) In a progress {MCTS
client windows 7 certified}
 PMP (in progress)
 Lean six sigma
 OSHA: General Industry Safety & Health License
 Time Management
 Problem solving & decision making.
 Business writing.
 ABC supervising others
 customer service and communication skills
 Business Ethics 101
 Professional business writing
 Overcoming Negativity
 7 Habits
Of highly effective people (by TEData In-house training)
PROFESSIONAL EXPERIENCE
 Company : Barclays Bank
Job Description : Training- Information Technology (IT) Engineer
Duration : August 2007 (one Month)
 Company : TE-Data
Job Description : Training- Technical Support Department
Duration : June-July 2007 (Two Month)

4.  Company : Arab Academy for Science and Technology-
Research Center
Job Description: Training as a Database Developer
Duration: June-July 2006 (Two Month)
 Company :Premitek information system
Job Description : Web developer & network security
Duration : November-December 2009
 Company :Hilton Hotel
Job Description: Information Technology (IT)
Duration
 Current job: TE-Data ISP as Senior technical support Engineer

5. Responsibilities
 Prepare installations and the daily tasks activities sheets.
 Read and respond to the incoming mails on daily basis.
 Coordinate between branches.
 Follow up on all the pending cases.
 Monitor all related administrative tasks including inventory, CPE’s
and branch requirements.
 Prepare weekly technical reports.
 Check workflow in branches and POP’s.
 Ensure that all the acceptance forms are updated.
 Ensure that branches have applicable CPE’s.
 Have the ability to solve technical cases.
 Ensure a high percentage of successful installations take place.
 Perform any other duties requested by the direct manger
 Handling customer inquiries, complaints, and ADSL Technical
Problems.
 Running first level troubleshooting steps.
 Isolate customer problem and handle escalations to appropriate
support team level.
 Follow up on customer technical cases and provide feedback.
 Provided efficient solution of the customer's problems.
 Dealing with most types of ADSL
Modems, Routers, Access points, switches and splitters.
“Huawei, Link, LinkSys, 3Com, NetGear, TPLink, Thomson, SpeedTouch,
Comtrend”.
 Dealing with all WAN and LAN Types of Network related issues,
setup, installation, protocols, software and hardware. "Ethernet
cables, RJs, Ethernet cards, modems, WiFi cards, AP, dongles"

6.  To handle customer site technical and new installation visits as
well.
 To manage daily CPE stock
 Handle team under my supervision
EDUCATION
 B.Sc :Computer Engineering, February 2008 – Faculty of
Engineering
Arab Academy for Science and Technology and Maritime
 B.Sc Project : " AN AUTHENTICATION MECHANISM FOR
MOBIL AD-HOC NETWORKS - Grade: Very Good
 School : Victory college from baby garden to secondary