Enterprise Collaboration Manager
Commercial International Bank, CIB
Total des années d'expérience :22 years, 7 Mois
Managing a 3 team heads and 9 professionals responsible for providing and maintaining enterprise collaboration systems end to end infrastructure services for e-mail, e-mail security gateways, Active Sync, SMTP, Cisco Call Manager, Cisco Webex meetings, Cisco Jabber and SharePoint and providing second tier of support for bank employees.
• Successfully introduced complete High Availability & DR e-mail system through building and maintaining several clusters to cater for organizational growth & increasing demand for email (Average mail traffic of 1.5M per day).
• Keep a strict focus to ensure systems high availability and disaster recovery on 24/7 basis
• Knowledgeable about a wide range of technologies with focus on MS Exchange, VDI, Lotus Domino, Lotus Traveler, SMTP, E-Mail Security gateways, Enterprise Mobility Management & Sandboxing running on different OS.
Accountabilities:
1. Messaging team (MS Exchange, Lotus Domino E-Mail, Push Mail, E-Mail Security Gateways, Enterprise Mobility Management & SMTP)
2. Voice & Multimedia team (Cisco Call Manager, Call Center, Cisco Webex Meetings, Cisco Jabber and Video Conferencing)
3. Intranet team (Microsoft SharePoint)
4. Other tasks related to all systems in-scope.
• Budget planning & control (CAPEX & OPEX).
• Responsible for capacity management and upgrades.
• To discuss, address and respond to identified audit and risk observations within area of responsibility and successfully address and resolve these within the agreed timelines.
• Review and approve back-up strategy for all systems in scope to ensure minimal system disturbance.
• Develop and manage project plans to carry out collaboration and social strategies based on scope, effort and budgets.
• Regularly conduct risk, security assessments and health checks for core engines and services and oversees remediation action plans.
• Make sure that all systems are upgraded periodically to minimize system disturbance and keep all systems in support.
5. People Management
• Manage team members to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, SLAs, processes and procedures and meeting the business plans and timelines.
• Ensure Knowledge transfer, proper technical knowledge through career development plans.
Achievements:
2023 Migrate Exchange Archive to a new cluster.
2022/2023 Implement CommVault E-Mail Archiving as a second layer of archiving for emails.
• Managed the project from technical perspective, making sure that all functional and security requirements are implemented.
• Managed the roll-out of more than 9000 mailboxes to CommVault within an aggressive rollout plan over 6 months.
• Successfully mitigated a raised risk with regard to administrators’ excessive rights to users data.
2022/2023 Upgrade & revamp of CIB Intranet.
2020/2021 Migrate CIB’s email system from Lotus Domino to MS Exchange.
2020/2021 Managed successful transition to VDI from collaboration perspective.
2019 Managed a successful exercise with HCL partner to develop a custom solution to collect and upload local archives from endpoints to Lotus Domino server to mitigate the risk of losing bank data in case of HDD failure and to prepare users for VDI enrollment (3500 users).
2015 Upgrade CIB’s E-Mail System to support High Availability and DR for 8000+ mailboxes.
As the bank was experiencing tremendous growth,
Lotus Domino Administrator: providing 2nd and 3rd level support for more than 5000 Mail users.
o Environment included the following servers: * Main, clustered & Disaster Recovery Domino servers running AIX6.1.
* Lotus Protector Anti-Virus/Spam on Suse Linux.
* Blackberry Server on Windows Server 2008.
* Lotus Traveler on Windows Server 2008.
• Managing Servers, Clusters & Replication.
• Designing appropriate back up strategy for all servers.
• Making sure that appropriate back up is being done on scheduled dates.
• Managing Users, Groups, Mail files, Quotas & Archiving.
• Monitoring server activity.
• Add/modify users, servers, and certifiers.
• Add/modify server configuration information.
• Work load balancing.
• Created Daily/Weekly/Monthly Server Maintenance Procedures and ran monthly server maintenance on servers.
• Resolve troubleshooting requests/incidents via CIB Help Desk ticketing system.
• Work with IBM Support on escalated Domino/Notes incidents and RIM/Vodafone Support on escalated Blackberry incidents.
• Maintaining Blackberry Enterprise server, users & devices (800 devices) including updates for BES and devices firmware.
• Maintaining Lotus Traveler Server, users & devices (500 devices) ..
• Analyzing incidents & problems related to systems in charge, that require hardware/software changes and communicating the requirement to management in order to take corrective actions. Also, responsible for planning, carrying out, documenting the actions when approved.
_____ Swift Alliance Administrator: responsible for Swift Alliance 7.5 Servers that includes: • Primary & Backup Swift Alliance Servers.
• Primary & Backup Swift Alliance Gateway Servers.
• Primary & Backup Swift Alliance Web Servers.
• Disaster Recovery Swift Alliance Server.
_____ Fraud Monitoring RMS server Administrator: Oracle database on RedHat 5 ( Responsible for OS and application readiness only but not the database)
Bricks Group, UAE March 2010 - February 2013
Assistant Manager - IT
• Contribute to business planning regarding technology and systems required to maintain program operations.
• Manage the implementation of additional software and IT systems requirements for the project.
• Act as primary organizational interface with vendors, and provide internal analysis and support.
• Make sure that all systems are running smoothly and are being used properly.
• Analyzes basic business needs and recommends ways to optimize PC hardware resources in achieving business objectives.
• Supports, maintains, and installs server systems.
• Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.
• Advising on the need to change/modify infrastructure resources in hand according to usage and performance trends.
Commercial International Bank, CIB October 2006 - February 2010
Advisory Software Support Specialist
o Lotus Domino Administrator for versions 6.x, 7.x & 8.x providing 2nd and 3rd level support for more than 4500 Mail users.
o Environment included the following servers: * Main & clustered Domino servers running AIX6.1.
* External Domino Server on Redhat Linux.
* Kaspersky Anti-Virus on Suse Linux.
* Blackberry Server on Windows Server 2003/2008.
* RightFax server on Windows Server 2003/2008.
* Help Desk Server on Windows Server 2000/2003.
• Managing Servers, Clusters & Replication.
• Managing Users, Groups, Mail files, Quotas & Archiving.
• Monitoring server activity.
• Modifying server settings.
• Add/modify users, servers, and certifiers.
• Add/modify server configuration information.
• Work load balancing.
• Created Daily/Weekly/Monthly Server Maintenance Procedures and ran monthly server maintenance on servers.
• Resolve troubleshooting requests/incidents via CIB Help Desk ticketing system.
• Work with IBM Support on escalated Domino/Notes incidents and RIM/Vodafone Support on escalated Blackberry incidents.
• Maintaining Blackberry Enterprise server, users, devices (800 devices) including updates for BES and devices firmware.
• Participated in solving Lotus Workflow users' incidents/problems and server tuning with the Workflow Administrator.
• Trained new Notes Administrators.
o Analyzing incidents & problems related to systems in charge, that require hardware/software changes and communicating the requirement to management in order to take corrective actions. Also, responsible for planning, carrying out, documenting the actions when approved.
o Key Achievements: * Migrating Domino 6.5.4 on Redhat Linux to Domino 8.0.1 on AIX 5.3
* Implementing RightFax 9.3 environment.
* Upgrading Domino Cluster from Domino 6.5.4 on Redhat Linux to Domino 8.0.1 on AIX 6.1.
* Adding 3rd domino cluster to the existing 2 server cluster.
* Upgrading Kaspersky Antispam/Antivirus for mail & Postfix.
* Upgrading Blackberry enterprise server from BES version 4 on windows 2000 server to BES version 5 on windows server 2008 using Hyper-V server technology.
Commercial International Bank, CIB April 2004 - October 2006
Help Desk team leader.
• IT Help Desk team leader ( Supervising 7 other Help Desk Members)
• Providing 1st & 2nd level technical advice to corporate IT users.
• Providing 1st & 2nd level technical support for lotus notes & Domino to corporate IT users.
• Resolving client problems, queries and complaints in an effective and timely manner complying with the bank's SLAs through remote log-in, phone calls or in person.
• Helped in Active Directory implementation, maintenance and troubleshooting with the responsible team.
• Making sure that other team members are meeting the CIB's SLAs.
• Keeping management aware of potential areas for product enhancement and educational requirements.
• Liaising with managers/supervisors regarding potential problems.
• Analyzing PC, Scanners, Printers related incident and determining what the root cause of the problem is.
• Responsible for providing feedback about the problem's resolution to the management.
• Logging IT Help Desk calls received via phone calls, emails and Help Desk Online.
• Preparing weekly and monthly IT Help Desk reports derived from Eden Help Desk system though Crystal Reports.
• Participated in Capacity Management by means of assessing current software/hardware trends using reports generated from the help desk logs.
• Adding, Configuring and Managing Blackberry devices to IBM Lotus Domino server with Blackberry Enterprise Server using Blackberry Manager V. 4.0 and later.
• Explaining IT related problems to user's with poor or no IT experience in a simple way.
• Building the IT Help Desk knowledgebase by entering repetitive and most common incidents/problems along with their solutions in a simple manner into the knowledgebase, thus staff with poor to good IT experience can manage to solve their own problems faster or incase of the unavailability of the IT Help Desk for any reason.
o Key Achievements: * Responsible for the installation, implementation and administration of Eden Help Desk System for IT Help Desk & Cards Help Desk (Responsibilities includes: Administration of Win 2000 Server - stand alone - & Configuration & Administration of the Eden Help Desk System on Lotus Domino 6.5)
Commercial International Bank, CIB October 2001 - April 2004
Technical Support Engineer
• Providing 1st level technical advice to corporate IT users.
• Administrating, troubleshooting and supporting CIB servers/systems that includes: • Citrix Meta Frame Servers administration ( 4 servers in a single farm, creating new users, resetting user passwords, removing barred flags, terminating sessions, Installing Server printer drivers, Setting application limits, controlling access to TI application)
• Review operating systems logs when required.
• IBM AS/400 Client Access installation, configuration & troubleshooting.
• IBM On Demand Archiving installation, configuration & troubleshooting.
• Lotus Notes/MS Outlook/Outlook Express installation, configuration & troubleshooting.
• IBM Work Flow System configuration & troubleshooting.
• Install PCs using desktop imaging software (Norton Ghost)
• Install Printers and scanners and connect them to network.
• Add PCs & Servers to network.
• Ensure proper configuration of operating systems according to CIB's standards.
• Troubleshooting network problems.
• Assisted in setting up hardware at branches.
• Follow up hardware maintenance of PCs/servers with vendors.
o Key Achievements:
2000 - 2001: Diploma in Information Technology from Information Technology Institute, Cairo, Egypt. Training courses & Certifications:
Bachelor of Commerce, Accounting Department