Mohamed Atef

Help Power the Digital Transformation
• Defining IT services, process optimization opportunities and align with peer IT Managers globally to
deliver improvements aligning to regional commitments and business requirements.
• Develop and manage project budgets, ensuring projects stay within financial constraints.
• Providing quality and regular communication to end user clients and/or partners.
• Develop project plans, including scope, objectives, timelines, and resources.
• Jointly review with the other CSE teams, end user Sentiment feedback and develop an action plan
to address any improvement areas
• Driving adoption of new and improved services, identify productivity challenges and develop and
executing readiness plans to meet required targets and increase end user productivity
• Maintain comprehensive project documentation (plans, reports, and lessons learned).
• Implement process improvements to enhance project delivery.
• Monitor IT services performance against SLAs and key performance indicators (KPIs).
• Prepare and present regular reports on service performance and improvement plans.
• Collaborate with change management teams to assess the impact of changes on service delivery.
• Manage relationships with third-party vendors and service providers to ensure quality service
delivery.
• Developing infrastructure project plans including scope, objectives, and deliverables.
• Tracking projects progress, implementing necessary adjustments to ensure delivery time.
• Serve as the primary point of contact between stakeholders (including clients, upper management,
and team members).
• Identify potential risks throughout the project lifecycle and develop mitigation strategies.
• Supporting commercial engagements by sharing best practices and experiences through the IT
Showcase program.
• Evangelizing & driving awareness to increase customer engagement.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, ManageEngine.
• Supporting and encouraging adoption of all Microsoft Beta testing during product development
cycle activities through local communication and readiness activities; and provide field insight
feedback to relevant teams
Contribute to Modernizing CSE
• Supporting my peer IT community in managing outages and communicating with Service
Management to evolve services and address issues
• Partnering and collaborating with teams from IT Service Management, Facilities, Finance, Security
to drive excellence in delivery and communications
• Driving excellence in delivery and support in addressing issues, communicating and evolving
services
• Collaborating with my peers, innovative ways for adoption and deployment, creating
scenarios/case studies and anticipating/modelling how IT may be managed in the future

• Managed the entire IT Operations and Infrastructure divisions including Systems Engineers,
Technical Support & Helpdesk.
• Managed BCM Remedy Sales Force ITSM
• Managed and Elevate ITSM SLA, SLM And OLA based on ITIL

•Oversee comprehensive IT Operations and Infrastructure divisions, leading Systems Engineers, Technical Support, and Helpdesk teams.
•Facilitate daily supervision, conduct performance evaluations, and effectively delegate tasks to optimize team efficiency.
•Administer BCM Remedy Sales Force ITSM, ensuring streamlined service management processes.
•Enhance ITSM SLA, SLM, and OLA metrics in alignment with ITIL best practices to improve service delivery.
•Design and implement strategic IT infrastructure projects, including LAN, telephony, networking, and applications, driving operational excellence.
•Plan and manage IT infrastructure initiatives to support organizational goals and improve overall system performance.

• Led a dynamic help desk team of 10 agents, enhancing operational efficiency across the department.
• Provided exceptional technical support to approximately 750 users, ensuring seamless IT service delivery.
• Streamlined processes for creating network accounts and distributing computers, improving user onboarding experiences.
• Coordinated incoming user calls, expertly identifying and diagnosing technical issues to facilitate prompt resolutions.
• Ensured all incidents were managed within established Service Level Agreements (SLAs), maintaining high satisfaction rates.
• Fostered a collaborative team environment, empowering agents to excel in troubleshooting and problem-solving.

• Manage help desk team of 10 agents across the PHD. This included overseeing the day-to-day
operations of the help desk which included providing technical support to approximately 750 users,
creating network accounts, delivering computers and generally providing all IT services
• Responsible of coordinating calls received from users, identifying and diagnosing problems,
troubleshooting and problem resolution.
• Responsible for making sure all incidents were handled within the Service Level Agreement.
• Responsible for managing Active Directory objects.
• Administration of local domains and local area network maintenance.
• Responsible for submitting weekly and monthly reports on all aspects of the operation.
• Collect reports to measure team performance.
• Manage office 365 cloud service.
• Manage Veeam backup solution for entire services.
• Manage VMware virtual environment

• Oversee daily system administration within the PHD, ensuring optimal performance and uptime.
• Manage Directory Services and MS Exchange 2007/2010, enhancing communication and collaboration across teams.
• Develop and maintain comprehensive technical documentation, facilitating knowledge sharing and operational continuity.
• Administer Office 365 cloud services, driving efficiency and accessibility for users.
• Implement and manage Veeam backup solutions, safeguarding critical data across all services.
• Oversee VMware virtual environments, optimizing resource allocation and performance.
• Conduct problem management and analyze recurring incidents, leading to improved service reliability.
• Design and configure IT network structures, including hardware devices and firewall systems, to enhance security and performance.
• Maintain excellence in IT operations, fostering a culture of continuous improvement and innovation.

• Led a help desk team of 10 agents, ensuring efficient daily operations and exceptional technical support for around 750 users.
• Streamlined the creation of network accounts and the delivery of IT equipment, enhancing overall service delivery.
• Coordinated user calls, expertly identifying, diagnosing, and resolving technical issues to improve user satisfaction.
• Ensured all incidents were addressed within Service Level Agreements, maintaining high standards of service quality.
• Fostered a collaborative team environment, promoting continuous improvement and professional development among team members.
• Developed and implemented best practices to enhance operational efficiency and user experience in IT services.

• Led the resolution of user issues through effective call management, enhancing customer satisfaction and support efficiency.
• Engaged in IT consulting, providing strategic insights to improve operational workflows and technology utilization.
• Managed Active Directory objects, ensuring optimal user access and security compliance across the organization.
• Monitored incident resolution to guarantee adherence to Service Level Agreements, achieving a high rate of timely resolutions.
• Administered GFI and Kaspersky Anti-Virus solutions, strengthening the organization’s cybersecurity posture.
• Oversaw the maintenance and troubleshooting of hardware devices, including network and local printers, scanners, and external DVD writers, ensuring seamless operational functionality.

•Led the installation, configuration, and maintenance of the organizations LAN server and workstations, enhancing operational efficiency across departments.
•Managed LAN performance and security, implementing best practices that reduced downtime by X% (insert actual percentage if available).
•Provided timely responses to user inquiries, fostering a supportive IT environment and improving user satisfaction ratings.
•Identified and troubleshot technical issues, delivering effective solutions that minimized disruption to business operations.
•Collaborated with cross-functional IT teams to resolve complex problems, ensuring seamless integration of systems and processes.
•Developed and implemented IT policies and procedures to streamline operations and enhance overall system performance.

• Lead daily System admin tasks within the PHD.
• Managed directory service Active directory 2008 R2, DNS and DHCP.
• Responsible for managing print servers and file servers.
• Responsible for managing MS Exchange 2007and 2010.
• Creates and maintains good technical documentation.
• Problem Management, analysis of frequently occurred incidents.
• Design & IT technical network structure (including configuring hardware devices + ISA)
• Maintains excellent communication with the IT Manager on all tasks and projects.
• Managed Blackberry Server and support BES and BIS users.
• Managed corporate network Switches, Routers and ASA Firewall
• Managed Voice Call Manager system version 6.1.
• Managed FortiGate 110C and 50B to utilize internet traffic across the PHD Corp.
• Managed backup system across the PHD corporate Netbackup7.1, Backup exec 12.5, system
recovery.
• Responsible for monitoring logs by Scom 2007.
• Managed KAV for Workstation (V5.0/6.0) +File Server (V6.0).
• Responsible for managing Kaspersky Suite for Mail Servers and Kaspersky Anti-Spam 3.0.
• Responsible for managing storage unit EMC NAS, HP P2000 G3 San and HP tape library.