Ahmed Zaki

Acting as head of IT Services and Operations, responsible for smooth workflow within the limits of requirements, specifications, costs and timelines.

• Supervise Local, Virtual and hosted DevOps environment;
Staging, Testing, Quality, Publishing, & Configuration Management.

• Manage daily operations of computer systems by monitoring system performance, configuration & maintenance. Ensure that records of system downtime and equipment inventory are properly maintained. Apply revisions to host system hardware, firmware & software.

• Ensure security of data, network access and backup systems, acting in alignment with user needs and system functionality. Manage the data center and computer host systems including hardware, software and equipment such as air-conditioning system, UPS, Generators and fire protection systems.

• Accomplish IT staff results by communicating job expectations; plan, monitor, and appraise job results; coaching & disciplining employees; initiating, coordinating, and enforcing Action / Performance Improvement plans, policies & procedures. Determine appropriate coverage for all hours of operation & implement proper shift management to cover business needs.

• Maintain staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.

• Expand and coordinate with IT vendors, suppliers, repair centers, and service providers. Make recommendations for future upgrades, maintain network and system security, monitor networks to ensure security and availability to specific users and Evaluate system's performance to tailor it to user needs.

Solely manage all System, Network & Help-desk duties, configuration and
administration of company's IT services.

• Troubleshoot at the physical level of the network, working with network measurement hardware and software, as well as physical checking and testing of hardware devices.

• Provide technical assistance to +40 employees - of 3 separate teams & infrastructural needs - for queries either in person or over the phone / SpiceWorks ticketing system / onsite / email / IM etc. related to computer software, & hardware.

• Recommend future upgrades, maintain network and system security, monitor networks to ensure security and availability to specific users, evaluate and modify system's performance & Identify user needs.

Provide technical assistance for incoming queries and issues over the phone in a rotating shift environment.

• Manage Active Directory components, update user information / group membership management.

• Escalate issues to higher tier teams in accordance with work flow charts.

Provide technical customer service for incoming calls in a rotating shift environment, directly facing UK Mobile phone customers to help with their queries.

• Using Citrix and Siebel CRM systems as part of daily flow

• Escalate issues to higher tier teams in accordance with work flow charts.

Translated articles, reports and documents for the News-room (English<>Arabic).