Mohamed Marzouk

Assist with or carry out implementation of architectural changes within the company’s Information Technology infrastructure.
•Locate and define new process improvement opportunities.
•Monitor and control the Infrastructure operations to ensure that the global systems are operating in the most technically efficient manner based on existing and new technologies available to the Company.
•Document and/or ensure that documentation is in place for implementation and operation of all IT systems.
•Install, maintain, upgrade, and troubleshoot routers, gateways, firewalls, and other networking infrastructure for local area and wide area networks (LAN/WAN), including Internet connectivity and Security solutions.
•Interact and negotiate with IT vendors, Suppliers, distributers and contractors IT products and services.

Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions.
•Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations.
•Invest and maintain expertise in ITSM product process capabilities, features and complimentary processes.
•Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports.
•Provides leadership, direction and performance of service desk to ensure the delivery of IT services.
•Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
•Monitor Service Desk operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible.
•Train Service Desk analysts on operational procedures and troubleshooting techniques.
•Achieve ITSM Practice and Individual KPI’s and Metrics as defined.
•Implementing multiple and complex projects and initiatives.
•Responsible to manage purchasing requisitions/orders, follow-up payments cycle and vendor management.

Day-to-day network performance monitoring.
•Trouble ticket generation and response carrier interface and escalations.
•Develop, implement, and maintain policies and procedures for network administration, and disaster recovery.
•Oversee new and existing equipment, hardware, and software upgrades.
•Interact and negotiate with vendors, and contractors to secure network products and services.

network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

Projects:
•Office 365 Migration for MENA SCS: Migrate MS Exchange 2007 to Office 365 Exchange plan 1.
•MENA SCS HQ Movement: Joined movement project team to move HQ to new premises and design new infrastructure also handle restoring all IS service.
•Upgrade Data Center for MDLZ Biscuit factory: Install fiber cables between building to make connection faster and reduce number of lost bandwidths, upgrade switches to support POE, implement Cisco VOIP and reduce number of servers (migration).

•Apply new SOP using ITIL and ISO 27001: Create new SOP like Account Creation and Termination, Asset Transfer, Old Asset Purchase, Software Request and Key Access Management.

Achievements:
•Awareness session for users how to request current services and new service if needed to get support faster and user feedback satisfaction to improve IS services.
•Prepare Monthly Pack Report for Management (Remedy Tickets in 6 Months, Printing Report for Xerox, Egypt & Lebanon Users & Computers, Projects and Achievements for IS Team.
•Enhance Fire System inside data center to detect heating and smoke.
•Make documentations, Inventory and implement Fixed Asset Tagging Project.