Ahmed Sami Abdelhamed

Expert Cloud Service Operations (Full-time)

• Lead and mentor a diverse technical team of Seniors, Specialists, and Associates within the Expert Team Support structure.
• Provide advanced support for SITA Airports infrastructure and SITA internal infrastructure across cloud and hybrid environments.
• Troubleshoot and resolve complex Windows Server issues, including Active Directory (AD), DFS, DNS, and DHCP services.
• Manage and support HPE servers, SAN/NAS storage, and enterprise backup platforms such as Veeam and UltrBak Backup.
• Support the installation and configuration of Symantec, Cortex, and Elastic Agent for endpoint protection and monitoring.
• Oversee system updates and upgrades, and perform root cause analysis (RCA) for critical incidents.
• Collaborate closely with SRE teams and application owners to ensure service availability and performance.
• Provide expert-level support for virtualization and cloud platforms including VMware, vSAN, Azure, and AWS.
• Lead technical response during P1/P2 incidents, driving resolution and delivering post-incident RCAs.
• Coordinate hardware replacements and work with on-site teams and vendors to resolve infrastructure issues.
• Work extensively with VMware (multiple versions), vSAN, and StorageMagic storage solutions.
• Improve operational efficiency by enhancing CI/CD pipelines and developing automation scripts for daily operations.
• Contribute to internal process development and quality initiatives to optimize service delivery.
• Participate in technical interviews and support onboarding of new hires to strengthen team capabilities.

Cloud Solution Expert - Cloud Managed Applications

• Built and deployed infrastructure across VMware, AWS, Flexible Engine, and Huawei Cloud.
• Supported customers from the run side, including OS administration, patching, and software issue handling.
• Configured services and servers and integrated platforms.
• Handled change requests such as security groups, VPCs, VMs, and backup policies.
• Deployed and integrated monitoring systems including Grafana, Prometheus, and Node Exporter.

Cloud Operations Engineer - Technical Team Leader

• Led cloud operations technical activities and team coordination.
• Conducted handovers and onboarding for new team members.
• Shared knowledge and best practices and improved operational guidelines.
• Distributed tasks and managed team workload.
• Led crisis handling for high-priority incidents.

Cloud Operations Engineer

• Operated and managed IaaS services from the run side.
• Validated handovers and accepted changes according to operation guides.
• Worked with vendors and R&D to resolve critical and non-traditional cases.
• Handled IaaS migrations such as ECS and OBS.
• Managed hardware replacement and service recovery.
• Supported certificate renewals and server verification.
• Collaborated with Network and PaaS teams to resolve end-customer issues.
• Supported 24/7 operations during on-call shifts and handled P1-P4 tickets.

L2 Customer Support Engineer - MEA

• Resolved technical issues through advanced troubleshooting.
• Supported Huawei servers including rack and blade servers.
• Supported Huawei storage solutions including SAN, NAS, and Fusion storage.
• Supported Huawei cloud and virtualization platforms.
• Handled VDI solutions across Africa and the Middle East.
• Delivered remote installation projects and POCs (Fusion Compute, Fusion Cube, Fusion Access, HPC, Storage).
• Handled service requests across multiple severity levels for regional customers.

• Managed Agile processes.
• Collaborated with customers to identify and analyze system requirements.
• Maintained delivery quality to meet customer needs.

Responsibilities

• Delivered three courses over three semesters: Web Fundamentals, SQL, and Server Installation.

During my university years, I gained practical experience in:

• Software Installation
• Network Configuration
• Server Installation