IT Manager
RMGS
Total years of experience :9 years, 6 Months
Recently was the IT manager of RMGS corp, a North American leading software development offshoring company.
As the IT department head of an "IT company"; I basically was responsible of most of the services and operations. From taking care of end users to facilities management. Through branches network infrastructure & datacenters, engaging the company's marketing plans, product management & executive committee activities.
A big part of my responsibilities was the constant enhanceing, researching, developing and comparing of different means to facilitate & improve IT operations & security, & to sustain uninterrupted environment for the software production.
Some of the technologies we managed were our OpenStack/Amazon hybrid cloud, Asterisks/Huawei based voice services, Cyberoam/Juniper multilayered firewall, Microsoft servers like Azure, SharePoint, TFS, Exchange, Lync & so on.
My objectives included:
> Ensuring seamless user experience;
- Handling all trouble tickets in a timly fashion.
- Maintaining uninterrupted internet connectivity, monitoring traffic, enforce policies & prevent excessive misuse.
- Security, quality of service & service delivery.
> Administring departmental structure;
- Developing & enhancing policies & SLAs.
- Planing budget, purchases & vendors.
- Team leading, recruiting, training, resolving conflicts, & mentoring.
> Research & development;
- Building, testing & documenting various cloud solutions in order to expand our data centers to our clients' local premises.
- Researching & comparing any new solution that would facilitate or improve internal performance.
Earlier was the systems engineers team leader at IPMagiX, a major solutions provider around the middle east;
My team's core responsibilities revolved around four major roles;
- Plan, integrate & maintain ours & our partners' solutions, mainly in the realm of unified communication.
- Be the technical reference & consulting arm for our internal software engineers, & redesigning their labs accordingly.
- Standby for our support contractors inquiries & incidents over a 247 coverage.
- Constantly researching & testing new technologies provided by our technology partners like Cisco, our third party solution partners, our competitors, & every single product that could integrate with any of it.
- Alongside indispensable involvements in project management, technical writing, on-site training, R&D, quality assurance & presales activities.
Some exaples of the technologies I heavily dealt with were IPTV, FoIP, smart homes, VoIP gateways, IVR, voicemail, billing, physical access, virtualization & much more.
Previously was the IT admin of the Egypt branch of Danat IT; an international internet marketing & web development corporation based in KSA & Dubai.
It was a typical software house with typical setup of services like domain, mail firewall, web, surveillance, & database servers.
Yet this transition from being responsible of many clients to just the one enabled me to value corporate concepts like the importance of physical security, documentation, overseeing weaknesses & fault tolerance. & established core technical practices in action like quality of service, interoperability, dependencies, fine tuning & disaster recovery.
Initially was a support engineer at CNS; a professional services provider & reseller in Cairo.
Our team was solely responsible for handling all technical support of our clients whom were hundreds of elite small to medium size businesses, ranging from basic destop end users support to building & maintaining their data centers.
It was a massive learning curve for me to come across & troubleshoot all kinds of problems over every imaginable senario. Which allowed me to rapidly build a comprehensive knowledge base that rooted my experience in the IT field.