IT- Technical and service delivery Manager
Vodafone Egypt
Total years of experience :28 years, 4 Months
Develop department objectives & maintain connections with company Vision, Mission & strategy.
Developing and maintaining the Problem control process & reviewing the efficiency and effectiveness of the process.
Monitor the effectiveness of error control and making recommendations for improving it.
Review the efficiency and effectiveness of proactive Problem Management activities.
Manage and develop Vodafone Egypt technical & Project management department organization chart to meet the business objectives.
Develop the strategic Plan and the key performance indicators of the department.
Audit and appraise all department activities.
Plan & Manage department budget in terms of CAPEX & OPEX to serve the business needs.
Follow up on the regular customer survey to evaluate the department services.
Adhere to ITIL model and MOF methodology.
Ensure that computing services offered by the department is available and supported to customer satisfaction.
Assure quality of implementation of all projects: New Site preparation, Staff moves, Software deployment & retail stores implementation. .
Ensure maximum availability of computer systems throughout the Company.
Responsible for the provision of IT infrastructure services including desktop applications, Local and / or Wide area networks, IT security and telecommunications.
Development and implementation of new systems.
Working with senior management to propose, agree and deliver IT service to defined Service Level Agreements.
Manage the department staff appraisals, disciplining, pay reviews and career development.
Responsible for IT hardware, software and maintenance procurement.
Provide a monthly written report to the IT Director on all aspects of the Department.
Maintain connections with Company Vision, Mission & Values, demonstrate this to own staff and encourage practicing them at all times.
Manage Vodafone Egypt technical Support department.
Develop the strategic Plan and the key performance indicators of the technical support department.
Issue all the Service Level Agreements between Technical support department and other departments.
Manage all technical support department Local & global project plans.
Improve all technical support procedures and processes to meet the business requirement.
Manage the training plan of the technical support department to serve the business objectives.
Audit and appraise all technical support activities.
Manage Technical Support budget to serve the business needs.
Issue a regular customer survey to evaluate the technical support department services.
Develop corrective action plans to eliminate the technical support department issues.
Assure to follow up the ISO procedures.
Perform Monthly review for systems under support.
Adhere to ITIL model and MOF methodology.
Ensure that computing services offered by the department is available and supported to customer satisfaction.
Produce evidence of identifying end user issues and dealing with them on regular basis.
Meet with customers at functional levels on regular bases; track complaints, requirements and provide appropriate reporting.
Ensure that department offers every possible help to all company departments in the development of needed services.
Assure quality of implementation of all Desktop projects: New Site preparation, Staff moves, Software deployment & retail stores implementation. .
Ensure that internal and external customers are getting the highest level of support, especially for multi office and other business solutions provided by the company.
Manage Vodafone Egypt Internal Support team which consist of 11 engineers
Issue all the Service Level Agreements between Internal support team and other departments.
Manage all internal support team project plans.
Improve all technical support procedures and processes to meet the business requirement.
Manage the training plan of the internal support team to serve the business objectives.
Audit and appraise all internal support activities.
Issue a regular customer survey to evaluate the internal support team services.
Develop corrective action plans to eliminate the technical support team issues.
Assure to follow up the ISO procedures.
Provide consistent weekly and monthly report at due dates with full description and business language.
Make sure that no users complain about improperly solved problems.
Ensure to issue monthly one to one meetings with all the team members
Follow Up on the Preventive Maintenance plans for the supported customers.
Ensure to review all team documentations for the new services to share with all team members
Account Support manager to high value accounts like PEPSI, Coca Cola, Notaries Pharma and Vodafone
Contribute in the customers’ disaster recovery plans and risk management.
Support and Install IBM products (Servers & PCs)
Support and install Acer products (Servers &PCs)
Install & Support IBM Servers Solutions (MS windows 2003, IBM Clustering & MS Active directory.)
Support Microsoft desktop Products (MS windows & MS office)
Install & Support Microsoft server Solutions (Clustering, Exchange server, Windows 2000…)
Administrate Internal Company Network & Internet Resources.
Design & Install Enterprise Network Environments.
Administrate Novell 3.12 network environment.
Support Microsoft server products
Support Hardware problems.
Design & install Ethernet UTP Networks.
Design & install Ethernet Coaxial Networks.
Support Network problems.
Install & Administrate Novell & Microsoft Network Operating Systems (Windows NT4.0, Novell3.11, 3.12)
ITIL Foundation Certificate in IT Service Management
Tandberg Certified technical Expert
Tandberg Certified Technical Associate
Windows NT workstation Administrator
IBM professional server specialist Certification
Microsoft Certified Professional
Bachelors in Electrical Power & M/C Engineering.