Amr Elserwy

• Successfully built the IT department from the ground up, developing a comprehensive IT strategy
and roadmap aligned with the companys business goals.
• Hiring, trained, and led a high-performing team of IT professionals, fostering a collaborative and
innovative work environment.
• Establish and track KPIs to assess project success and operational performance.
• Designed and implemented the companys IT infrastructure, including network systems, servers,
and cybersecurity measures, ensuring scalability and security.
• Oversaw the successful execution of key IT projects, including (ERP implementation, SharePoint
Online, MS 365 Exchange, and IT Infrastructure)
• leading to improved operational efficiency and cost savings.
• Managed the IT budget, optimizing costs while delivering high-quality services and solutions.
• Negotiated and managed contracts with IT vendors, ensuring the best value and service quality.
• Developed IT policies and procedures to ensure compliance with industry standards and
regulations.
• Effectively communicating with stakeholders to ensure the provision of all requirements relevant
to projects management and execution
◦ Developed project plans to identify critical issues, approaches, and performance metrics to ensure
successful delivery aligned with the business objectives and choose the best methodology (Agile -
Waterfall - SDLC)
◦ Creating and maintaining comprehensive documentation as per the standards
◦ Monitoring, maintaining, and enhancing an organization's data loss prevention requirements.
◦ Create and control the procurement process (RFP, RFI, and RFQ)
• Ensuring compliance with easy access criteria

Increasing the 3rd companys efficiency (Network, on-premise. Cloud (Azure), SharePoint Online, Contact center, Digital Marketing, Zoho ERP, M365)
Developed project plans to identify critical issues, approaches, and performance metrics to ensure successful delivery aligned with the business objectives and choose the best methodology (Agile - Waterfall - SDLC)
Design and implement a Cybersecurity program by identifying the risk, selecting the strategy, developing the strategy, and creating the policies and procedures
Develop and improve the project documents and reports for Waterfall and SDLC, which will assist stakeholders in being clear on the project roadmaps progress, risk, and change and follow up on the deliverables.
Allocating resources, implementing a budget plan, and monitoring this budget throughout the projects life cycle.
Implementing Project communication plan.
Outlined work plans, determined resources, authored timelines, and generated initial budgets for project scope
Working with the change board on change requests, assessing their impact, and accepting or rejecting changes
Establish and track KPIs to assess project success and operational performance practices.
Develop and implement information security policies based on ISO 27001-2013
Prepare and implement Disaster Recovery, High Availability, and Business Continuity Plans.
Coordinate with the quality and risk managers to implement the risk and change plan.
Coordinate with cross-functional teams to ensure seamless collaboration and task delegation.
Monitor resource allocation and address any gaps to ensure optimal team performance.
Manage project team cadences and ensure proper adherence to cadence schedule.
Maintain continuous Integration and Continuous Deployment (CI/CD) pipeline
Implementing Project communication plan.
Implementing a structured approach to software development, efficient planning, and organization of tasks for developers and the Quality team.
Solid understanding of customer service best practices and industry standards
Produced weekly incident and milestones reports, updating top management on progress and roadblocks
Created Annual IT budget and oversaw purchases of IT equipment and software.
Decreased spending by 30% and worked to alleviate compliance risks through effective software licensing.
Create and control the procurement process (RFP, RFI, and RFQ)
Analyzing the client requirements, the risks, and the 3rd parties and suppliers in preparing tenders.
Facilitate all agile ceremonies and train and coach the team on best Agile methodology best practices.
Outline the vendor agreement, identify the contract type, and negotiate for the best terms.
Upgrading the company solutions to add more advanced features by creating an AI team.
Data analysis for financial, sales, and technical reports using Power BI to support the top management.

• Increasing the efficiency of the IT team in company branches (Dubai, Abu Dhabi, Qatar, KSA).
• Create and follow up backup solutions (Symantec and Veeam)
• Establish and track KPIs to assess project success and operational performance
• Led Microsoft Dynamics 365 (Sales, Marketing, Finance and Operations, Supply Chain)
implementation
• Developed project plans to identify critical issues, approaches, and performance metrics to ensure
successful delivery aligned with the business objectives and choose the best methodology (Agile -
Waterfall - SDLC).
• Develop and improve the project documents and reports, which will assist stakeholders in being
clear on the project roadmaps progress, risk, and change, and follow up on the deliverables.
• Allocating resources, implementing a budget plan, and monitoring this budget throughout the
projects life cycle.
• Creating an annual IT-predicted budget for IT services and hardware.
• Implementing the testing methodologies and types, and overseeing the QA
• Manage communications with telecommunication companies and vendors
• Coordinated ongoing technical training and personal development classes for staff members.
• Produced weekly incident and milestones reports, updating top management on progress and
roadblocks.
• Monitoring, maintaining, and enhancing an organizations data loss prevention requirements for
servers and Office 365 Exchange.
• Implementing the Project communication plan and leading the project meetings with the team and
client.
• Facilitate all agile ceremonies and train and coach the team on the best Agile methodology best
practices.
• Maintains the Continuous Integration and Deployment (CI/CD) pipeline.
• Oversaw the deployment of software releases and monitored the APIs performance
• Increasing the Digital Marketing Teams efficiency. Organize company events and exhibitions
• Communicated with the executive team and CEO to maximize development efficiencies and
resolve issues.
• Create and control the procurement process (RFP, RFI, and RFQ)
• Authored policy, procedure, and manuals governing internal IT use.
• Data analysis for financial, sales, and technical reports using Power BI to support the top
management.
• Striving to develop and implement strategies that support customer retention and satisfaction

• Increase the efficiency of IT operations by overseeing IT department operations and training.
• Developed project plans to identify critical issues, approaches, and performance metrics to ensure
successful delivery aligned with the business objectives and choose the best methodology (Agile -
Waterfall - SDLC).
• Facilitate all agile ceremonies and train and coach the team on the best Agile methodology best
practices.
• Create and control the procurement process (RFP, RFI, and RFQ)
• Outline the agreement with the vendors, identify the contract type, and negotiate for the best
terms
• Develop and improve project documents and reports to ensure stakeholders are clear on the
project roadmaps progress, risks, and changes, and follow up on deliverables.
• Striving to develop and implement strategies that support customer retention and satisfaction
• Allocating resources, implementing a budget plan, and monitoring this budget throughout the
projects life cycle.
• Increasing customer satisfaction by reviewing incidents and issues
• Solid understanding of customer service best practices and industry standards
• Coordinate with cross-functional teams to ensure seamless collaboration and task delegation.
• Monitor resource allocation and address any gaps to ensure optimal team performance.
• Manage project team cadences and ensure proper adherence to the cadence schedule.
• Implementing the Project communication plan and leading the project meetings with the team and
client.
• Led technology selection and rollout, focusing on organizational planning, provider contracts, and
supplier service-level agreements.
• Demonstrated familiarity with the latest hardware, software, networking technology, and industry
trends.
• Interviewed, hired, trained, and mentored staff by coaching daily, leading performance reviews,
and offering constructive feedback.
• Communicated regularly with customers concerning data exchange and technology integration.
• Led and assisted technical upgrade projects for clients by working and coordinating with
consultants and developers for integrations.
• Implementing a structured approach to software development, efficient planning, and
organization of tasks for developers and testers.
• Maintain a continuous Integration and Continuous Deployment (CI/CD) pipeline
• Oversaw the deployment of software releases and monitored the APIs performance
• Worked closely with management teams to plan, develop, coordinate, and execute technical
strategies aligned with the clients vision, mission, and purpose.
• Establish standards, determine specifications, and create an SLA.
• Design and implement a Cybersecurity program by identifying the risk, selecting the strategy,
developing the strategy plan, and creating the policies and procedures
• Facilitated the best user experience through continuous support, training classes, webinars,

improvements, and communication of system changes.
• Establish and track KPIs to assess project success and operational performance

Increasing the IT operation efficiency
Server Administration (Active Directory, Backup, Storage)
Maintaining the stability for the PBX (Gulf Sip)
Follow up on HIS system Implementation
Directed network and system performance, conducting troubleshooting, security patching, and maintenance.
Communicated with the executive team to maximize development efficiencies and resolve technology issues.
Authored policy, procedure, and manuals governing internal IT use.
Supported phone, photocopier, fax machine, and other physical equipment.
Oversaw daily performance of computer systems and immediately responded to issues
Create and control the procurement process (RFP, RFI, and RFQ)
Built, customized, and repaired technology based on staff requests.
Demonstrated familiarity with the latest hardware, software, networking technology, and industry trends.
Maintained camera and physical security systems.
Installed and administrated audiovisual equipment.
Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection, and endpoint protection.
Implemented and administrated wireless devices, multi-site network infrastructure, business intelligence development, and implementation.
Monitoring and maintaining an organizations data loss prevention requirements for servers and Office 365.

• Increasing the technical support team and sales team efficiency
• Analyzed project-related information and made recommendations based on discoveries.
• Increased employee productivity through training and mentorship.
• Guided and coached project teams, delegating tasks and evaluating the performance and progression of the project.
• Solid understanding of customer service best practices and industry standards
• Recruited and trained IT team members.
• Directed deliverable estimates, negotiated resource conflicts, and allocated resources.
• Worked closely with customers to evaluate risks such as impact, reputation, and regulations.
• Prepared status charts in Excel and PowerPoint for daily management meetings.
• Generated earned value management data capture spreadsheets and reports for management.
• Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities.