IT Regional Manager
Medtronic
Total years of experience :14 years, 1 Months
After Medtronic successful acquisition to Covidien I continued to manage IT and Technology services covering Middle East and Africa region to ensure a streamlined operation and alignment with business objectives, major duties Were:
- Improve Service availability that directly leading to increase in business profit and revenue.
- Reducing the cost of providing Information Technology (IT) services by reduce rework, lost time, improved resource management while increasing or maintaining service quality and customer satisfaction.
- Organizing the work of technical team members and checking with them to ensure they are accomplishing their tasks. Duties also include coordinating the activities of third party providers.
- Increase users and customer satisfaction with IT Services.
- Develop and manage a high quality of IT and communications infrastructure, identifying and satisfying the business needs, across international locations, including remote project sites, ensuring continuous service with minimal disruption and effective contingency and business continuity capabilities.
- Working with functional and business leaders, identify productivity gaps and opportunities, priorities and gain approval for investments Satisfy a growing base of several hundred users in the Middle East and Africa at office and project sites, through delivery of timely and high quality front line services to predefined service levels.
- Manage Suppliers and their services to provide seamless IT service quality and ensure value for money. Negotiate Contracts, SLAs and alight with IT Service Continuity Management.
- A strong motivation and ability to achieve work goals and quantifiable business results.
- Successfully initiate and develop a high quality of IT service, identifying and satisfying the business needs, across international locations, including remote project sites, ensuring continuous service with minimal disruption and effective contingency and business continuity capabilities.
- Work with diverse project teams to deliver on assigned projects.
- Manage the daily operation of the IT Shared service team to provide expert support as required.
- IT focal point for all internal business units for IT related issues, including providing regular updates for ongoing projects.
- Stakeholder relationship management for key accounts.
- Responsible for the IT annual budget and business plan (3 Million $ USD).
As part of Medtronic Global IT function, ensure that the IT needs of Medtronic Middle East business are met which includes of 8 sites across 7 Middle Eastern and African Countries. Specifically:
- Delivery of new integration capabilities in line with the Middle East business strategy and priorities, and according to Medtronic standards and processes.
- Delivery of ongoing IT services within the Middle East business unit within SLA and to work collaboratively with the rest of Medtronic Global IT function, other
Market Unit IT teams, stakeholders from the business functions, and external Partners in achieving this.
- Improve Service availability that directly leading to increase in business profit and revenue.
- Reducing the cost of providing Information Technology (IT) services by reduce rework, lost time, improved resource management while increasing or maintaining service quality and customer satisfaction.
- Organizing the work of technical team members and checking with them to ensure they are accomplishing their tasks. Duties also include coordinating the activities of third party providers.
- Increase users and customer satisfaction with IT Services.
- Develop and manage a high quality of IT and communications infrastructure, identifying and satisfying the business needs, across international locations, including remote project sites, ensuring continuous service with minimal disruption and effective contingency and business continuity capabilities.
- Working with functional and business leaders, identify productivity gaps and opportunities, priorities and gain approval for investments Satisfy a growing base of several hundred users in the Middle East and Africa at office and project sites, through delivery of timely and high quality front line services to predefined service levels.
- Manage Suppliers and their services to provide seamless IT service quality and ensure value for money. Negotiate Contracts, SLAs and alight with IT Service Continuity Management.
- A strong motivation and ability to achieve work goals and quantifiable business results.
- Successfully initiate and develop a high quality of IT service, identifying and satisfying the business needs, across international locations, including remote project sites, ensuring continuous service with minimal disruption and effective contingency and business continuity capabilities.
- Work with diverse project teams to deliver on assigned projects.
- Manage the daily operation of the IT Shared service team to provide expert support as required.
- IT focal point for all internal business units for IT related issues, including providing regular updates for ongoing projects.
- Stakeholder relationship management for key accounts.
- Responsible for the IT annual budget and business plan (3-5 Million $ USD).
Perform a wide range of system and network administration, Configuring, implementation, planning and Helpdesk support brings in reliable, durable and cost effective solutions for IT department at Apache Egypt, major duties are:
- Manage 2nd level of support and resolve escalated incident and problems management.
- Responsible for ensuring IT reliability for Apache Egypt and maximize system uptime.
- Perform daily system monitoring, using a combination of tools to ensure high availability and SLA’s, by verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
- Work on all IT related compliance activities such as internal audit and SOX.
- Coach & mentor 4 staff to ensure proper competency development and highly effective IT support organization.
- Managing different Communication and data links including Microwave DS3, E1, Leased Lines, VPNs and VSAT to RIGs and insuring vendors provide the agreed service.
- Coordinates with IT staff to meet the company objectives and working with them to monitor site stability and performance and continually improve the performance and scalability of the site.
- Install new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
- Perform daily system monitoring, using a combination of tools to ensure high availability and SLA’s, by verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
- Manage vendor relationships and the purchases of hardware and software products, License and IT infrastructure.
Perform a wide range of system administration duties including installation, upgrade and general Helpdesk support.
Responsible for the maintenance, operation, and support of the company LAN/WAN including switches, routers with H.Q and remote sites.
Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures.
Proactively monitoring of all servers, applications and services to ensure high availability.
Perform professional level troubleshooting of problem in the right time.
Supporting the company’s hardware (PCs, printers, servers, cabling system).
Monitoring on the communication lines connecting different branches distributed across the whole country.
Technical support responds to individual users' difficulties with computer systems, provide instructions and sometimes training, and diagnose and solve common problems.
Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
Answering technical queries.
Rectifying the System from the trouble and doing the Preventive Care for the System.
Trouble shooting the Network oriented problems, doing cabling and diagnosing problems.
Provide 24x7 on-call support.
Work closely with the different IT teams to provide end-user support and issue resolution.
Trains team members on MS Windows administration to ensure having an easy access to company resource.
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems and networks.
Talking staff/clients through a series of actions, either face to face or over the telephone.
Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
Manages user rights and moves/add/changes.
Providing support, including procedural documentation.
Following diagrams and written instructions to repair a fault or set up a system.
Supporting the roll-out of new applications.
Setting up new users’ accounts and profiles and dealing with password issues.
Responding within agreed time limits to call-outs.
Working continuously on a task until completion (or referral to third parties, if appropriate).
Prioritizing and managing many open cases at one time.
Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers).
Testing and evaluating new technology.
Conducting electrical safety checks on computer equipment.
Troubleshooting any reported problems.
Answering technical queries.
Provided assistance to all customers for company software products like NAT7, NATVR.
Provide computer troubleshooting (Hardware and software).
PC and Network troubleshooting in a small network environment Windows client support such as windows 98, 2000 Pro and XP pro.
Software: MS Office (Word, PowerPoint, Excel, Access), MS Outlook, and Norton.
- 79% of people who had reached ITIL Expert level indicated that training and certification helped them to develop their skills so that they could better perform their job, and be more productive, and measurably helped the IT organisation improve overall productivity. - 80% of ITIL Experts say that achieving this level of ITIL expertise led to better implementation of IT Service Management processes within their organisation. - 91% of ITIL Experts state that ITIL advanced certification is a competitive differentiator. They say that the certification helps them gain confidence and makes them stand out amongst non-certified people. - 83% of the respondents say that their expertise is more valued by management after they became ITIL Experts. 87% say their expertise is more valued by peers inside or outside the organization. - Almost all the ITIL Experts stressed the importance of the training that was part of the certification experience. The training allowed them to develop a more comprehensive understanding of the value of good practices and increased their capability to lead improvement initiatives.
PMI’s Project Management Professional (PMP)® credential is the most important industry-recognized certification for project managers. Globally recognized and demanded, the PMP® demonstrates that you have the experience, education and competency to successfully lead and direct projects.
MCTS Microsoft Exchange Server 2007: Configuration ID# 3540068 March 05, 2009
CCNP (BCMSN, BSCI, ISCW) certificate of completion Fast lane Dubai, Cairo
CCNA Cisco certified network association with ID# CSCO11269806
MCSE Microsoft certified system Engineer ID# 3540068 February 06, 2006
Graduation project grade: Excellent.