مجموع سنوات الخبرة: 13 سنوات, 10 أشهر
يناير 2016
إلى حتى الآن
Helpdesk and System Admin Manager
في Centro Global Solutions
البلد :
مصر - القاهرة
Help Desk Manager:
* Design and Enforce request handling and escalation policies and procedures.
* Oversee the development, implementation, and administration of Help Desk staff training procedures and policies.
* Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time-frames.
* Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
* Manage the process of the incoming requests/incidents to the Help Desk via Ticketing System, Email or Telephone to ensure courteous, timely, and effective resolution of end user issues.
* Monitor and test fixes to ensure problems have been adequately resolved.
* Track and analyze trends in Help Desk requests and generate statistical reports.
* Assess need for any system re-configurations (minor or significant) based on request trends and
make recommendations.
* Identify, recommend, develop, and implement end user training programs to increase computer
literacy and self-sufficiency.
* Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end
users.
System Admin Team:
* Responsible for all procedures and processes necessary to ensure the safety and integrity of organizational servers, data systems, file structures, computer operating systems and computer system software.
* Assign personnel to various projects, directs their activities, and evaluates their work.
* Participates in all phases of total system planning and in the generation of justifications and specifications for facility requirements and enhancements.
* Plans and supervises training of systems administrator personnel.
* Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
* Work with Finance Department to create team's annual budget.
* Design and Enforce request handling and escalation policies and procedures.
* Oversee the development, implementation, and administration of Help Desk staff training procedures and policies.
* Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time-frames.
* Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
* Manage the process of the incoming requests/incidents to the Help Desk via Ticketing System, Email or Telephone to ensure courteous, timely, and effective resolution of end user issues.
* Monitor and test fixes to ensure problems have been adequately resolved.
* Track and analyze trends in Help Desk requests and generate statistical reports.
* Assess need for any system re-configurations (minor or significant) based on request trends and
make recommendations.
* Identify, recommend, develop, and implement end user training programs to increase computer
literacy and self-sufficiency.
* Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end
users.
System Admin Team:
* Responsible for all procedures and processes necessary to ensure the safety and integrity of organizational servers, data systems, file structures, computer operating systems and computer system software.
* Assign personnel to various projects, directs their activities, and evaluates their work.
* Participates in all phases of total system planning and in the generation of justifications and specifications for facility requirements and enhancements.
* Plans and supervises training of systems administrator personnel.
* Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
* Work with Finance Department to create team's annual budget.
أغسطس 2013
إلى فبراير 2016
System Admin Team Leader
في Centro Global Solutions
البلد :
مصر - القاهرة
* Ensure that all servers and services are up and can cover organization usage.
* Responsible for monitoring servers’ performance and system logs to guarantee 1005 uptime.
* Responsible for documenting all systems configuration and update it.
* Generate daily reports for the downtime issues and resolution steps.
* Manages the recovery plan implementation and ensure that each server is up and running after
any outage.
* Monitor different data center equipment and run periodically test its functionalities.
* Plan and develop the upgrade and backup plan for according to the business needs.
* Develop and maintain installation and configuration procedures.
* Identify different approaches for controlling hardware and software resources to fit the team
budget.
* Work with different teams to establish and improve services processes and procedures.
* Ensure the information security and data availability.
* Maintain the whole system administration team in the same level of knowledge and provide
them with the training if needed.
* Responsible for monitoring servers’ performance and system logs to guarantee 1005 uptime.
* Responsible for documenting all systems configuration and update it.
* Generate daily reports for the downtime issues and resolution steps.
* Manages the recovery plan implementation and ensure that each server is up and running after
any outage.
* Monitor different data center equipment and run periodically test its functionalities.
* Plan and develop the upgrade and backup plan for according to the business needs.
* Develop and maintain installation and configuration procedures.
* Identify different approaches for controlling hardware and software resources to fit the team
budget.
* Work with different teams to establish and improve services processes and procedures.
* Ensure the information security and data availability.
* Maintain the whole system administration team in the same level of knowledge and provide
them with the training if needed.
أبريل 2013
إلى أغسطس 2013
IT Specialist
في Centro Global Solutions
البلد :
مصر - القاهرة
• Supporting up to 400+ end user.
• Troubleshoot hardware, software and network operating system.
• Be familiar with all hardware and software.
• Be familiar with network operating system.
• Provide individual training and support on request.
• Monitor and maintain technology to ensure maximum access.
• Troubleshoot all technology issues.
• Maintain log and/or list of required repairs and maintenance.
• Connect and set up end point hardware.
• Load all required end point software.
• Input and maintain IP addresses from the pool dedicated to end points
• Measure, monitor and work to drive down incident levels that are related to Product and Customer problems.
• Contribute to the success of the business and assist in improving the overall customers experience within the team.
• Meet goals and KPIs as set by the IT Manager and IT Director.
• Troubleshoot hardware, software and network operating system.
• Be familiar with all hardware and software.
• Be familiar with network operating system.
• Provide individual training and support on request.
• Monitor and maintain technology to ensure maximum access.
• Troubleshoot all technology issues.
• Maintain log and/or list of required repairs and maintenance.
• Connect and set up end point hardware.
• Load all required end point software.
• Input and maintain IP addresses from the pool dedicated to end points
• Measure, monitor and work to drive down incident levels that are related to Product and Customer problems.
• Contribute to the success of the business and assist in improving the overall customers experience within the team.
• Meet goals and KPIs as set by the IT Manager and IT Director.
أكتوبر 2012
إلى أبريل 2013
Product Manager
في Advanced Business Systems (ABS)
البلد :
مصر - القاهرة
- Technical Pre/Post Sales duties.
- Contact customer to answer their technical inquiries.
- Design the architecture for customers' requested systems.
- Teach sales team how to sell this product.
- Install/implement sold products at customer site.
- Assists in the financial offers, Presentations.
- Conducts technical assessments and translates client needs
The Products:
o VMware - Alcatel-Lucent - Microsoft - Lexmark - Lenovo
- Contact customer to answer their technical inquiries.
- Design the architecture for customers' requested systems.
- Teach sales team how to sell this product.
- Install/implement sold products at customer site.
- Assists in the financial offers, Presentations.
- Conducts technical assessments and translates client needs
The Products:
o VMware - Alcatel-Lucent - Microsoft - Lexmark - Lenovo
مارس 2012
إلى أغسطس 2012
Help Desk Representative
في Wasla Outsourcing
البلد :
مصر - القاهرة
• Wasla Outsourcing: Help Desk Representative:
- Use troubleshooting steps to solve various IT related problems.
- Handle Installations and upgrades of software and hardware for end user.
- Repair and maintain an operational end user's software and hardware.
- Escalate cases to Voice, Network, system admin and development teams in case it's needed.
Work Environment: (Windows Server 2003/2008 - Microsoft Exchange Server 2003 - ISA Server 2003 - Windows XP - Windows 7 - Asterisk Server - Aheeva Server - Quescom Devices - Switches - ADSL Routers - VPN Devices - TMG -
SHDSL Modems)
- Use troubleshooting steps to solve various IT related problems.
- Handle Installations and upgrades of software and hardware for end user.
- Repair and maintain an operational end user's software and hardware.
- Escalate cases to Voice, Network, system admin and development teams in case it's needed.
Work Environment: (Windows Server 2003/2008 - Microsoft Exchange Server 2003 - ISA Server 2003 - Windows XP - Windows 7 - Asterisk Server - Aheeva Server - Quescom Devices - Switches - ADSL Routers - VPN Devices - TMG -
SHDSL Modems)
نوفمبر 2011
إلى فبراير 2012
IT Executive
في Shehab Engineering
البلد :
مصر - القاهرة
IT Executive
أغسطس 2010
إلى سبتمبر 2011
Technical Support Officer
في Organization of Management & Administrations (Armed Forces)
البلد :
مصر - القاهرة
Technically supporting clients.
Administrate the Domain Environment.
Design & Develop simple applications. (MS Access & VS.NET)
Administrate the Domain Environment.
Design & Develop simple applications. (MS Access & VS.NET)
مارس 2010
إلى أغسطس 2011
Technical Support Officer
في Military's Information System Institute
البلد :
مصر - القاهرة
Technically supporting the whole institute's labs.
Educate other officers.
ICDL Examiner.
Educate other officers.
ICDL Examiner.
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