Data Center Support Manager
ECC
Total years of experience :19 years, 4 Months
Data center support Manager were it comes to lead a team of 30 customer support engineers, covering 24×7 to ensure the quality of service. Managing (9-14) direct and (150-250) indirect reports & incidents for other teams. Therefore I have increased my experiences with Data Centers Design & specifications as well as delivering Data Center Fit-outs, upgrades from ‘Shell and Core’ status. I have participated in internal & customer-facing conference calls, demonstrations and presentations in conjunction with partner resources within the SLA using reporting systems as (SAP, ERP, IBM Tivoli asset management (MAXIMO). In 2008 I have reduced staff turnover by 35%, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs
IT TEAM LEADER SYSTEM ADMINISTRATOR & SERVICES AT ECC SOLUTIONS.
(FROM JAN2012 TO PRESENT)
HANDLING THE CASES NEEDS 2ND LEVEL TECHNICAL SUPPORT.
MANAGING CUSTOMERS DAY BY DAY INCIDENTS RELATED TO THE TEAM.
MANGE CUSTOMER SUPPORT ENGINEERS TO COVER 24X7 TO INSURE THE DATA CENTER QUALITY OF SERVICE
MANGE ALL CONTRACT OF NEW CUSTOMER AND CHECK THE PERSON AUTHORIZATION ACCORDING TO THE POLICY.
HANDS ON PRACTICE IN NEW HARDWARE AND SOFTWARE PROJECTS IMPLANTATION TO MEET THE PROJECT DEAD TIME.
TRAIN NEW JUNIOR TEAM MEMBERS TO ENRICH THEIR SKILLS IN ORDER TO REACH THE REQUIRED LEVEL OF PERFORMANCE.
DEVELOP NEW POLICES TO ENSURE THE ISO STANDARD IS APPLIED, REQUIRED TO ENHANCE THE DATACENTER SECURITY AND OPERATION PROCESSES.
SENIOR SYSTEM ENGINEER (EGYPT CYBER CENTER) DATA CENTER HOSTING AND OUTSOURCING (DEC 2008 -DEC 2011)
SUPPORT AND ADMIN EXCHANGE SERVER 2003, 2007.
ADMIN AD 2003, 2008, 2008 R2
SUPPORT NETWORK REQUESTS RELATED TO CISCO DEVICES AND JUNIPER FIREWALL.
MONITOR AND ADMIN THE SYSTEM NETWORK USING SCOM, SCCM, ENDPOINT SECURITY SERVER.
ADMIN IBM MAXIMO TICKET SYSTEM SERVER AND TS ANY ISSUES RELATED TO SQL DATABASE.
CUSTOMER SUPPORT ENGINEER (JAN 2005 -NOV 2008 )
CUSTOMER SUPPORT ENGINEERS TO COVER 24X7 TO INSURE THE QUALITY OF SERVICE.
INSTALLING & MANAGING MS WINDOWS 2K, 2K3, 2K8 AND 2012 SERVER FAMILY
MANAGE & ADMINISTRATE NETWORK EQUIPMENT’S IN LARGE NETWORKS (MULTIPLE DOMAINS) & BUILDING SERVER RACKS.
INSTALLING, CONFIGURING & ADMINISTRATING ACTIVE DIRECTORIES, DNS, BIND, WINS, DHCP, AND IIS.
INSTALLING & ADMINISTRATING SQL, EXCHANGE 2K3
HIGH TCP PROTOCOLS MANAGEMENT. (SMTP, POP3, IMAP, TCP/IP, RDP, TELNET, FTP, ETC…).
DESKTOP SUPPORT / CUSTOMER SERVICE
IMPLEMENTING, MIGRATING AND UPGRADING NETWORKS/SERVERS
ASSESSING AND EVALUATING NETWORK PERFORMANCE
INSTALLING, MANAGING & ADMINISTRATING ALL MICROSOFT OFFICE APPLICATIONS.
PERFECT WORKING KNOWLEDGE OF VIRUS PROTECTION PRODUCTS (E-MAIL, SERVER & CLIENT).
MANAGING & CONFIGURING HP, COMPAQ, IBM, DELL, (WORKSTATIONS, LAPTOPS & SERVERS).
VARIOUS SKILLS IN PC AND SERVER MAINTENANCE.
SKILLS:
TIME MANAGEMENT SKILLS.
WORKS WELL INDEPENDENTLY AS WELL AS PART OF A TEAM.
GOOD COMMUNICATION SKILLS & A PERFECT ATTENDANCE RECORD.
SELF-MOTIVATED & CAPABLE OF WORKING UNDER PRESSURE.
CREATIVE & ABLE TO GEAR WITH NEW TECHNOLOGY.
LANGUAGES:
ARABIC. GRADE: MOTHER TONGUE
ENGLISH. GRADE: GOOD ORAL & WRITE
□ UNIVERSITY HIGHER TECHNOLOGICAL INSTITUTE 10TH OF RAMADAN CITY YEAR OF GRADUATION: AUGUST 2003 GRANTED THE DEGREE OF BACHELOR IN: COMMUNICATION. PROJECT NAME : F.M.C.W RADER. 4TH YEAR AND PROJECT GRADE: VERY GOOD. GENERAL GRADE : GOOD □ HIGH SCHOOL SCHOOL: AHMED LOTFY EL-SAID SECONDARY SCHOOL. GENERAL CERTIFICATION OF EDUCATION: 1998
