Service Management consultant
ATEB
مجموع سنوات الخبرة :23 years, 10 أشهر
Alexandria Trading Engineering Bureau
ATEB is a Trading and Engineering Company providing technical equipment and
consulting in various sectors such as Water, Waste water, Industrial and Oil & Gas fields
in cooperation with a group of Suppliers who we represent in Egypt through sole agency
and official distribution agreements.
• Developed the company’s IT policy plan that include but not limited to: IT asstes
use and miss-use policy, IT change management procedures, IT security policy,
and IT budgeting strategy.
• Implemented IT Change Management procedure and other ITIL Processes which
led to enhance the overall response time for IT requests by at least 35%.
• Re-structured the whole company’s datacenter and servers’ environments that suit
the company’s business applications requirements.
• Managed the company’s 3 major IT project in parallel: ERP system,
network/hardware infrastructure re-innovation and CRM/Business intelligence
and maintain the alignment to business needs in each project.
• Introduced the periodic maintenance concept for all IT assets and for the first time
the company had an annual maintenance plan for all infrastructure components
and services.
• Reduced IT operations costs by 25% by setting new guidelines, Policies and
KPIs to monitor the performance of the help desk activities and maintaining
the proper use of IT infrastructure items and services.
•
• Increased business users’ satisfactions by 60% by adopting the service
culture in the company’s IT Department.
• Contributed in increasing the company’s sales activities by implementing Zoho
CRM and analytics (business intelligence) in the company and allowing the
management to monitor the sales team’s performance in a more effective way.
• Implemented Odoo ERP in place and finalized the Human Recourses,
purchasing, and inventory modules.
• Managed a team of 12 IT specialists in areas like: business applications,
Networks, System Administration.
Ahmad Mohamed Mustafa Agha aagha79@gmail.com
Knowledge Ware was founded with the vision of transforming the concept of software into
knowledge producing innovative and affordable solutions while keeping the main focus on
reducing the gap between IT and Business.
• Succeeded to partner with different solution and business application vendors.
• Managed relationships with more than 20 key stakeholders in different projects
at the same time.
• Lead a large size team of technical in different business applications.
• Designed different solutions and technologies to meet the market business needs.
• Was able to design a solution for freight and forwarding business that
saved business users more than 30 % of their time.
• A market leader providing successful technical workshops for Odoo ERP.
• Initiated the development outsourcing division in the company and worked to get
the company a sound name among Odoo community as development outsourcing
specialists.
• Built a decent customer base for outsourcing projects in Europe (Netherlands,
Germany, United Kingdom, France, and Belgium) and in South / North
America (Argentina, Peru, and Mexico).
• Initiated the out of the box business applications division and successfully sold
hundreds of readymade business applications for Odoo system through a state-of-
the-art online store.
• Introduced change management process for handling different application releases
and problem corrections.
• Embedded the agile concept in the organization so that business applications
developed in-house to be delivered efficiently.
• Produced more than 50 business applications and sold them internationally in
many countries worldwide like: (Netherlands, France, United Kingdome,
Belgium, India, Singapore, Trinidad & Tobago, Peru, Mexico and many more
Led a team consists of 15 IT specialists.
▪ Reduced IT operations costs by 25% by setting new guidelines to Policies
and actions for the use of IT infrastructure items and services.
▪ Increased the performance of the IT team by 10%
▪ Introduced the best practice approach, and started to make the awareness for ITIL
the IT Service Management.
▪ Implementing different ITIL Processes which led to enhance the overall
response time for IT requests by at least 35%.
▪ Was able to minimize missed incidents by implementing an ITSM tool in place.
▪ Reduced the internal IT consumables stock through proper change
management process Improvements.
▪ Increased business users satisfactions by 60% by adopting the service culture in the
company’s IT Department.
InfoCenter Kuwait” is No. 1 educational institute in Kuwait, and widely recognized as infocenter
Delivered Various IT management courses as a free Instructor Like:
• Delivered more than 50 batches of ITIL Foundation 2011 course. Students pass records
shows 96% success rate.
• First instructor in Kuwait to deliver ITIL intermediate V3 through Infocenter institute.
• Delivered an ITIL mobilization & Workshop for Kuwait International Bank Information
technology department, on how to apply and implement ITIL in place.
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Ahmad Mohamed Mustafa Agha aagha79@gmail.com
• Delivered multiple CISA courses successfully.
• Delivered Business Analysis, and mastering requirement process.
• Delivered Plaining/Managing disaster recovery courses.
Sample of the organizations received the courses with high satisfaction:
• Central Agency for Information Technology (ITIL Full Track).
• Public authority for housing welfare.
▪ Re-innovated the whole company’s datacenter and server environments
that facilitated the company’s vision to expand in the Gulf area.
▪ Was able to reduce the gap between the IT and the business in different
departments and company branches in other countries in the Gulf area.
▪ Increase the success rates of all service level agreements (SLAs) for the IT
services provided by 20%.
▪ Reduced the costs of IT supplies and equipment by 5% through implementing
a vendor management and evaluation process in place.
▪ Increased IT Infrastructure components details accuracy by auditing all
configurations that are stored in the configuration management database.
▪
Increased the overall IT service availability from 72% to 86% availability and
there was still room for improvements.
▪ Implemented a complete change management process that contributed to increase
projects success rates by 40%
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Ahmad Mohamed Mustafa Agha aagha79@gmail.com
▪ Implemented a service desk function that enhanced the IT response time by
more than half
▪ Led a team of 7 for projects implementations branches and the head quarter as
well.
▪ Enhanced the operation team capabilities by conducting different types of trainings and
hiring subject matter experts in different areas in the existing IT infrastructure.
Kuwait” is one of the leading cleaning companies in Kuwait and in
the Gulf area.
• Started as a PowerBuilder / VB developer for an in-house built Human
Resources and Accounting Application.
• Successfully redesigned the whole application architecture to suit the organization
vision for expansion.
• Managed business applications architecture redesign, code and reports
enhancement, the application supported flexibly 15000+ employee records
and activities.
• Led the development team to develop and implement a customer relationship
management application to be added to the business suit of applications.
• Implemented Cytrix system for connectivity between head office, showroom
and warehouses.
• Contributed in building and implementation of the corporate IT
infrastructure projects like Active directory building up, windows
2000, 2003 servers’ installations and desktop configuration.
• Successfully implemented one of the reputed document management
system Hummingbird/Open Text for customer contract department.
• Successfully Implemented a computer-based surveillance system (OFK) in the head
quarter & warehouses premises.
• Successfully implemented fingerprint time attendance system (Granding ZKTeco)
as well as (ACTATEK) machines along with their integration with our business
application through machine APIs and SDK.
• Managed networks team to build the CISCO switches and routers configurations.
”Encontra Egypt Co.” is one of the leading food service equipment companies in Egypt/Kuwait.
▪ Developed the company’s invoicing system (angelopo) System, using visual basic 6
▪ Performed Database Backup operations.
▪ Troubleshoot different windows platforms for the company PCs.
▪ Performed network cabling and ensure connectivity between PCs in the company
network.
▪ Trained users in the company on the same system.
courses: Axelos ITIL Expert Certification
courses: ITIL Certified Trainer
courses: EXIN ITIL Service Manager Certificate 2008 EXIN Certified ITIL Foundation V3 2004 Mediterranean & Gulf Systems Certified Hummingbird Document Management Administrator
▪ Advanced Development using VB6
▪ Advanced Development using VB6