IT ServiceDesk & User Management Manager
Nestlé Egypt S.A.E
Total years of experience :16 years, 9 Months
•Deliver timely support (scope, timing, content) for agreed priority processes.
•Drive down the total volume of incidents and increasing the effectiveness of incident resolution.
•Quality Critical Incident Reviews as part of the problem solving process.
•Key component of the Market ISIT Management committee.
•Participate in improvement initiatives for the benefit of the team, division and company.
•Lead the Service Management projects/initiatives, identify requirements /expectations and align with Global/local priorities.
•Support market/region cross stream projects e.g. company merger, acquisition/divestiture aligned with market/business priorities.
•Training, Leading and developing team members to deliver a high standard of customer service.
•Act as the Compliance and Goal Alignment pillar for applying Nestle Continuous Excellence in the team.
B) Information security management system (ISO 27001) Lead Backup for Egypt Market, Jan 2016 -Current.
•Ensure the ISMS Implementations among ISIT.
•Trigger and coordinate the completion of Risk Assignments done periodically
•Continuous follow-up with Risk owners to ensure RISKS and improvement actions were implemented on time.
•Continuous improvement for my RISKs, control procedures and remediation plans.
C) Internal Control Market SPOC, Feb 2016 -Current
•Monitor role KPIs periodically, and trigger role KPI improvement activities.
•Ensure compensating controls for SoDs are transferred to the business streams and done on time.
•Trigger and coordinate the completion and collation of the annual Internal Control Self-Assessment results.
• SPOC for raising ticket for Egypt Market through HP service Manager
• Insuring SLA tickets target is achieved
• Implementing new solution to facilities working (ex. Automated Request Creation )
• Creating & Managing Users account( User account, Email & SAP account ) through ITIM tool
• Contribute together with other teams to the analysis and resolution of issues related.
• Experience providing remote support.
• Experience with IT Service Desk Response/ Resolution, Incident Management, Problem Management, and Escalation.
• Direct requests and unresolved issues to the designated resource
• Determining and implementing the Customer Service Policy throughout the Globe IT
• Handling efficiently User’s complaints and inquiries, or any major incidents.
• Training SuperUsers to deliver a high standard of customer service
• Leading and developing a team of SuperUsers
• Maintain, troubleshoot and administer the use of local area networks (LANs)
• Provide problem-solving services to network users
• Works closely with different levels of the Technical Support and Engineering teams, with excellent online documentation and efficient support ticketing process to end users.
• Coordinating with Global Center in resolving the issues of users and implementing the new projects
• Coordinating with HP to resolve all the hardware issues
• Ensure IT infrastructure is managed to provide high performance to all end users in accordance with agreed SLOs
• Working with Cisco Switches in work environment.
• Configuring and Managing Cisco Call Manger
• Configuring and managing UCCX by creating, modifying CSQ adding user to existing CSQ.
• Coordinating with HP to resolve all the hardware issues (ie. Servers, Printers, Backup Tape drive, laptops & desktops)
• Monitor system activity and diagnose and report complex performance issues and outages to Global Center
•Responsible for implementing and maintaining system security and configurations of 7 company servers.
•Manages the configuration, maintenance, and administration of MS Domain servers, File servers, Application servers & Exchange server.
•Monitoring server’s performance, free space, periodical updates
•Manages and leads continuous improvements of MS Active Directory, Antivirus Systems and Windows Update Service.
•Creating User’s account mail boxes
•Creating custom group policies and securing the domain.
•Managing Symantec antivirus corporate edition server.
•Protect the entire network from " Viruses, spyware and spam " using antivirus software, virus removal tools, anti spam tools
•Administrating D-Link firewall.
•Managing, maintaining VPN connections to support remote users that are using Vodafone Mobile Connect and branches using D-Link firewall
•Creating backup and restore files.
•Developing a policy to backup all Network devices, Servers and PC and make sure it is correct.
•Troubleshooting servers, applications, and network connectivity issues (wired/wireless connections).
•Troubleshooting end user issues related to hardware (Desktops, Laptops, Printers and Scanners), software (Operating System, Office & Applications) and network connectivity issues
•Respond to the needs and questions of users concerning their access of resources on the network
•Coordinate with the Telecom Service provider for Leased lines and ADSL problems
•Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment modifications to existing systems
•Create maintain and comply with corporate and departmental standard operating procedures
•Creating documentation for Daily /Periodical tasks which reducing user end calls & to increase productivity of I.T Department.
•Documenting network infrastructure and make the required diagrams for it.
•Handing all IT related purchase orders
•Prepare quotation with all technical specs to procure new hardware
Supporting Clients to solve their problem that appears during using ADSL service, identifying Client’s financial status