محمد ممدوح

• In one of the leading IT Managed Services providers in the MENA region, I successfully deployed and managed a 24/7 multinational Service Desk team consisting of about 30 Analysts and four sub-teams. My teams supported about 7000 users and 66 clients which followed different processes and procedures based on their subscriptions and requirements.
• Onboarded Service Desk Services for seven major clients including government sector institutions. Built those Service Desks from scratch, creating all the processes and documentations considering each client’s environment.
• With 0% service outages, I successfully supported the Network operations of all the stadiums in the state of Qatar during the FIFA World Cup Qatar 2022™.
• Responding to the COVID-19 unprecedented shift to remote work, I successfully moved the entire call center’s operations to work from home with 100% capacity and without any interruption.
• Achieved the SDI accreditation for my employer and later enhanced the score.
• Managed a team of about 30 Service Desk Analysts divided into 4 different sub-teams according to the supported clients.
• Successfully accommodated the expansion of our clients’ base by 55% more users, with the least cost to the organization.
• Owned the Incident, Request, Escalation and Knowledge Management processes while regularly reviewing and updating them, as well as managed their KPIs and SLAs.
• Ensured a proper data communication is in place between the above processes and the rest of the ITIL processes such as Change, Problem, Event and Configuration Management.
• Maintained a 99.9% SLAs and KPIs achieved across the different Service Desk metrics. A tight one was 95% calls answered within 20 seconds, Increased the FLR rate by 62.5%, and response / resolution SLAs kept at 100% with no fail.
• Ensured that all the end users’ interactions were recorded in the ticketing system, accurately categorized, owned and regularly followed up until a satisfactory resolution is confirmed.
• Increased the FLR by providing the team with the proper tools, access levels, work instructions and knowledge articles which empowers them to quickly resolve the users’ incidents in the 1st level or even at the first contact for phone call interactions.
• Built a centralized and indexed knowledgebases covering about 90% of the Service Desk’s daily operations.
• Created dynamic workload reports with trend analysis to monitor the teams’ performances relevant to their sizes and capacities.
• Managed major incidents from identification until resolution, including assigning a crisis team, communicating with the stakeholders, developing resolution plans, and finally creating comprehensive incident reports that benefit the root cause analysis procedures as part of the Problem Management.
• Often got delegated the management of the Service Centre Team which consists of the Service Desk, NOC and the Workplace Services teams.

Specialities:
ITIL intermediate - IT Service Desk Management - ITSM - Incident Management - Problem Management - Change and Configuration Management - SDI - Resource Modeling - People Management and Leadership - Microfocus Service Manager / HPSM / Manage Engine / uCMDB - Service Reporting / Trend Analysis - Prince 2 - Microsoft Cloud Services / Active Directory / Exchange / O365 Services / Azure - CISCO Unified Communications - SCCM / WSUS - Virtual environments - Cyber Security

o Act as the focal point of communication between the IT teams and internal/external users, this is by providing the initial support to users through phone, email and face to face as well as providing deep analysis for incidents and service requests to the higher levels of support for a quicker resolution.
o Assure that all tickets are followed up until users' satisfaction.
o Provide accurate and advanced reporting by keeping all incidents and service requests recorded properly in the ticketing system.
o Maximize the FLR by provide the basic network and hardware support.
o Manage the escalation process by understanding the company’s escalation matrix as well as the RACI modules.
o Manages the creation, modification or deletion of user accounts on different IT systems.
o Manage the Exchange email system, grant or deny mailbox rights to users or mailboxes.
o Analyze, investigate and troubleshoot bugs and errors related to the company’s applications.
o Act as ERP (Enterprise Resource Planning) reference in the Team which requires acquiring detailed knowledge about each responsibility, what it is used for, its functionality and know-how to be able to support users directly as well as assisting the other team members.
o Provide initial training for any newly joined member to the team.