Senior ITSM Consultant
Tahakom Group
Total years of experience :20 years, 5 Months
Working with Service Management Office Director to Establishing Service Management Office including:
-Roles and Responsibilities of the SMO, Organization structure of the SMO.
-Roles and Job descriptions of the SMO team.
-SMO master plan with implementation timelines.
-Carrying out bi-annual process maturity assessment based on ISO15504 standard.
• Responsible for ITSM Governance include:
-Setting ITSM policies & guidelines.
-Process governance and architecture (policy, process map, strategy, models).
-Creation and maintenance of the ITSM documentation structure.
-Owner of ITSM processes and development lead continual improvement.
-Monitoring ITSM process execution on the operational level.
-Assuring compliance with ITSM processes by internal and external suppliers.
• The main point of contact between the business and IT.
• Managing the service portfolio and service catalogue.
• ITSM tool ownership and Performance reporting.
Under the direction of the IT Operations Manager, supervises the day-to-day operations of an assigned functional area within the IT Operations team. Contributes to the development, recommendation, and administration of policies, procedures and processes in support of assigned functional area within the department.
• Domain Expert in ITIL Implementation Project.
• Incident management and request fulfillment process owner.
• Plans, organizes, maintains, and supervises the processes and operations of an assigned functional area within Technology Solutions consistent with the direction set by the IT Operations Manager.
• Supervises the activities of assigned functional area to include: planning, implementing, administering and evaluating projects and services impacting College operations from a Technology Services perspective.
• Participates strategic and tactical planning to coordinate the delivery of products and services.
• Supervises and participates in the installation, configuration, troubleshooting, maintenance, and repair of applicable technologies and associated equipment.
• May perform all or some of the responsibilities above and other related duties as assigned.
-Responsible for providing Helpdesk services for more than 50 user divided into 2 sites(Sales & Warehouse).
-Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
-Maintaining network connectivity to company data center and HQ using 2 MPLS(Main & Backup) lines and 3G backup connection utilizing Cisco Routing infrastructure (1941).
-Managing and maintaining Active directory domain services"2008 ٌ2".
keeping business continuity is safe levels by Flowing up and monitoring IT infrastructure services, resources and tools consumption.
-Operating and maintaining 2 Lexmark W850 network printers, 1 IBM Infoprint 6500 line matrix printer.
-Providing first line support services for IBM AS400 Business critical application, reporting applications bugs and testing.
-Design AS400 database queries that generate business development reports or used in productivity evaluation or troubleshooting database and application errors.
-Develop training materials and procedures, and/or train users in the proper use of hardware and software.
Perform Users data backups and disaster recovery operations.
Establishes System Specifications By Conferring With Users; Analyzing Workflow, Access, Information, And Security Requirements; Designing System Infrastructure.
-Establishes System By Planning And Executing The Selection, Installation, Configuration, And Testing Of PC And Server Hardware, Software, LAN And WAN Networks, And Operating And System Management Systems; Defining System And Operational Policies And Procedures.
-Designing, Deploying And Maintaining Active Directory Domain Across Uperegypt Sites "Assiut, Qena, Aswan And Luxor) Using Windows Server 2003.
-Managing Network Infrastructure Services (DHCP-DNS-RAS-RADIUS).
-Monitor , Manage, Maintain and ensure availability for HP Blade server.
-Monitoring Day By Day Task Run By Tivoli Storage Manager To Ensure Data Backup, Protection And Recovery Management Capabilities.
-Coordinate With Oracle DBA To Ensure High Network And Oracle Application Best Performance.
Instructor for A+ & Network + & MCSE Beside Linux Fundamentals.
install and configure computer systems, diagnose hardware/software faults and solve technical and applications problems
Provide 1st Level of support for Customers
