Abdallah Badr

Leading Workplace Services team (ITServiceDesk & ITSupport Teams).
• Managing operation KPIs: SLA (Target 90%), Customer Satisfaction (Target 85%),
Pending Tickets, Violated Tickets, Pending Tasks, etc.
• Leading the daily operations for desktop support services including dedicated support
for the company’s executive leadership (VIP or Chiefs level) and being the direct
support of Group Chairman.
• Ensuring that desktop support services are delivered efficiently and effectively
in a manner that enables customer satisfaction and improves the whole customer experience.
• Guaranteeing that IT support services are easily accessible and available as needed by
creating modern workplace technologies.
• Ensuring that incidents and requests are handled accordingly, and in line with
set procedures.
• Motivating IT Engineers to deliver their services on time & following the procedures.
• Managing a team of IT Engineers, planning and following up with them to enable
effectiveness.
• Breaking the silos between the team by rostering their tasks.
• Initiating moves meant to follow the best practices in designing, developing and
implementing systems and processes to deliver high quality IT services.
• Coordinating and participating in complex IT projects, evaluating the needs of
the organization, developing and rolling out new services.
- Digital Transformation: Chat BOT project, Microsoft 365 implementation.
- Windows 7 & Windows 8 upgrade to windows 10
- Project Green: Telework Employees
• Ms. Teams adoption: Training, installation, Support, Guidance videos, etc.
• Smart Meeting Rooms.
• Collaborating with the internal project teams to outline the processes.

Built, upgraded, and maintained directory services within a team-based environment.
• Developed the Windows Server infrastructure to support various projects for the company.
• Designed databases and worked with multiple systems(servers) notably Windows XP, Vista, 7, & 8, server 2003, server 2008,
and MAC OS.
• Installing and managing DC, ISA 2006, Print Server and Trend Micro servers.
• Worked with team members to troubleshoot complex issues and co-operated with lower tier support on escalations.
• Conducted training and development for the