Technical Support Manager
360 Imaging (Symbyo)
Total years of experience :17 years, 6 Months
Achievements:
- Optimized network performance during notice period using a combined (retired catalyst cisco 3560 switch, underutilized Mikrotik switch, & a Zabbix linux monitoring server).
- Connected 2 separate subnets (2 offices) using a Domain controller with “windows server update service” during my notice period (preventing randomly downloading updates during the day, and eliminating the use of flash drives).
- Rearranged the network infrastructure for 2 separate office reducing the number of switches used to less than 50% (reducing heat, power, space and cost).
- Improved the hiring process by researching & implementing proper candidate elimination tests.
- Designed proper evaluation methods for 3 teams, each with different functions using google sheets and custom equations.
- Assisted CEO in discovering hidden potential for staff after suggesting and applying a series of personal & career based tests.
Key responsibilities:
- Daily follow up on pending work cases.
- Instructing team leads to the right track of managing their teams.
- Constantly self-improving the teams and myself, by determining what courses/tutorials to be assigned based on work needs.
- Updating technical knowledge proactively using online forums and communities.
- Determining work priorities based on business needs.
- Analyzing data extracted from company owned online services to help improve different teams’ efficiency.
- Fine tuning the current network infrastructure.
- Detecting any possible malfunctions by either stress testing or getting constant feedback from different teams.
- Maintaining the online VOIP system for the company along with one assigned developer.
- Retaining a solid backup plan for both development and lab teams’ Microsoft & open source servers and PCs.
- Preparing disaster recovery plans in case of my absence.
- Documenting any additional changes to the current work plan and making new ones when needed.
- Testing and assisting in testing beneficial software to add up and improve the company’s owned products.
- Assisting lab manager in landing the right decision for candidates using body language analysis with an unstructured evaluation method.
- Implementing team build activities and regular motivational methods for company staff.
Information Systems Manager at TechVision
Achievements:
- Disaster recovered SQL server and Domain during a virus attack new to Kaspersky’s database over weekend, saving a loss of 27k-30k EGP for the company.
- Migrated TFS (during a disaster recovery) into virtualized environment on same server, allowing the use of the additional resources to create 2 more main virtualized servers.
Key responsibilities:
- Maintaining the infrastructure servers including Development, Proxy, SQL, Oracle, TFS, Active Directory and release management servers.
- Updating and developing company network including cabling infrastructure, switches and routers.
- Monitoring and controlling network utilization and activities.
- Proceeding with daily, weekly and monthly backup for all company servers and validating those backups.
- Disaster recovery for all critical applications and production servers.
- Providing the needed help desk and support for the company via trouble ticket solution.
- Updating virus patches for all company servers and workstations.
- Configuring firewall and virus check systems for all company assets.
- Producing internal and external domains for development, testing and customer demo purposes.
- Remote administration and services for critical product deployment.
- Responsible for all 3rd party vendor supporting tools, applications & maintaining maximum uptime for all the required production servers.
- Supporting hardware, software and configuration requirements for company products.
- Estimating cost updates for network, hardware and servers.
- Organizational Behavior (completed)
- Recruitment and Selection (completed)
- Compensation and benefits (completed)
- Employee relations (in progress)
- Assisting in 2 to 3 technical shifts a week to tend to business needs and to proper evaluate employees within line of work.
- Making sure that basic functions of the NOC are followed (Monitoring, Ticketing, and Testing).
- Revising random work samples, to assure quality
- Improving job performance for each individual.
- Providing consultation to team members for technical and non technical problems.
- Evaluation of Network Operation Center engineers and shift leads.
- HR responsibility (Recruitment & Selection-Payroll-Conflict resolution).
- Training and orientation of new recruits on customer service, CRM and system tools.
- Health and insurance agreements.
- Enforcing company policies.
- Implementing and preparing regular team build activities.
- Assuring that morality of the team is up to ensure both customer and employees satisfaction.
- Responsible for all logistics of the branch.
- Attendance log management and calculation.
- Handling mins of meeting for the weekly online company meeting to inform Egypt team with company updates.
- Providing regular written and oral reports for Operation Manager.
- Documenting all required knowledge about employees, and service operation manuals.
- Tracking and recording absence/annual/sick leaves/payment slips.
- Updating work schedule weekly.
- Managed a team of 22 engineers along with 3 technicians.
- Responsible for recruitment and selection process.
- Training of new recruits.
- Evaluating new recruits or current Junior/Senior engineers to determine their bonus.
- Maintaining the flow of work smoothly.
- Making sure that every member of the team doing his job right and correct them when needed.
- Providing regular written and verbal reports about work environments.
- Escalating cases to its correct teams after analysis.
- ETV (Entertainment TV) or IPTV system administrator
- Microtik system administrator (Linux bases system).
- Monitoring the system to check if something goes down to fix it as soon as possible.
- Using CRM based systems to log cases in it to follow up on it.
- Troubleshooting xDSL family, routers, firewalls and switches (Cisco, HP, AT, 3Com & Linksys) and doing/re-doing console/telnet configuration when needed.
- Communicating with ISPs, Centrals, IT managers at hotels and hotel guests in order to solve their problems beginning from physical problems till major problems as property line down or network severely damaged.
- Same as Menacom's.
- ETV or IPTV system administrator
- Microtik system administrator (Linux bases system).
- Shift Leader
- Analyzing and fixing technical problems via technical call center and onsite.
- Monitoring the system to check if something goes down to fix it as soon as possible.
- Using CRM based systems to log cases in it to follow up on it.
- Escalating cases to higher teams when needed.
- Troubleshooting xDSL family, routers, firewalls and switches (Cisco, HP, AT, 3Com & Linksys) and doing/re-doing console/telnet configuration when needed.
- Communicating with ISPs, Centrals, IT managers at hotels and hotel guests in order to solve their problems beginning from physical problems till major problems as property line down or network severely damaged.
Network Infrastructure scholarship provided by MCIT.
