Bishoy Fanous

● Took charge of 2nd Level Support, conducting both functional and technical troubleshooting, and managing escalations. ● Offered specialized L2 cloud applications support to ensure optimal performance of cloud-based applications. ● Actively managed, diagnosed, troubleshooted, and efficiently directed incoming incidents and employee queries in real time and administered various applications proficiently. ● I actively contributed to an automation stream aimed at enabling users to perform tasks automatically, resulting in a substantial decrease in incident creation. This streamlined process facilitated faster issue resolution, all achieved without the need for human intervention. ● Conceptualized, designed, and implemented an integrated web-based portal, this platform effectively facilitated the automation of diverse daily tasks, optimizing workflow management and significantly boosting team efficiency. ● Engineered multiple scripts to streamline and automate daily tasks, resulting in a significant reduction in errors and significant reduction in time taken.