Ahmed Rashwan

Analyzed the CRM IT cases by tracing the common repeated ones and resolving
it radically in advance, gaining IT KPI optimized by 60% and customers &
employees’ satisfaction.
 Coached the three IT agents’ team to enrich their technical knowledge and
engage them to handle higher level tasks.
 Assessed the IT resources, standardized them and distributed them according
to each business unit needs to ensure well use.
 Report status of I.T. & Telecommunication /VOIP issues to regional Director of
IT
 Monitor technology and telecom mailbox and ensure call resolutions within
the service levels.

February 2012-Present
Position: Assistant IT Manager
Employer: Hyatt Regency Sharm
Reporting To: Information Technology Manager

February 2011 ــ February 2012
Position: Assistant IT Manager.
Employer: Grand Nile Tower
Reporting To: Information Technology Manager

August 2008 - February 2011
Position: Assistant IT Manager.
Employer: Grand Hyatt Cairo
Reporting To: Information Technology Manager.

August 2007 - August 2008
Position: IT Supervisor.
Employer: Hyatt Regency Taba Heights - South Sinai - Egypt.
Reporting To: Information Systems Manager.

Professional Experience
• Cisco VOIP Unified Call Manager 4.3 Administration
• Active Directory
• Symantec Backup Exec 12 for Windows Servers
• Mcafee Antivirus
• Lotus Domino 7
• Migration from Opera V3 to V4
• Migration from Opera V4 to V5
• IScala 2.3
• Sun System Back office
• ACT Payroll & HR System
• Hits Payroll & HR System
• Solution Payroll & HR System
• Micros Fidelio Materials Control
• Opera V3.0, V4.0, V5.0
• Micros 9700
• Vision Vingcard v5.5
• Upgrade domain 2000 to 2003 server
• Upgrade Opera IFC, Micros IFC and Call account IFC (FCS)
• Delphi
• Reserve System
• Material Control
• FCS &TMS Call accounting & voice mail system


Job Responsibilities
• Monitor the operation and security of all computer hardware and ensure that it is operating properly.
• Serve as primary contact for all servicing of computers, printers, etc.
• Maintain a sufficient inventory of all office and computer supplies.
• Maintain all hardware and software logs updated as per departmental working procedures.
• Maintain the documentation of all hardware configuration and inventory.
• Maintain the documentation of the telephone system configuration and all IP Phone lines.
• Understand all the department working procedures and perform the related tasks as described.
• Carry out the repairs and maintenance of all PCs, printers, telephones, interactive system, key lock system, etc.
• Maintain all users access request and authorizations (Win2000/2003, E-mail, Opera, Micros)
• Respond to all users request and provide them with adequate support.
• Manage the use of hotel systems to aid profitability
• Keep the hotel computers operating and provide support to staff
• Prepare & test a disaster recovery plan
• Ensure the hotel computer systems are adequately secure