Total Years of Experience: 11 Years, 5 Months
October 2016
To Present
Service Delivery Manager
at Cloud4Rain
Location :
Egypt - Cairo
Building and leading cloud transformation team, with proven experience in Microsoft systems, Networks and Service Desk operations. This role is split between service delivery, operating within an IT managed services, pre-sales based activities and line management duties. Achievements are:
• Completed Microsoft systems migration from in-house to cloud hosting including expansion and disaster recovery for a major real estate firm in Egypt. More than 40 servers in production, high availability and disaster recovery modes in three different geolocations. Providing authentication, mail, real time communication, monitoring, configuration, data protection, network management, and service management service for more than 3000 employee in 12 location across Egypt and in Jordan.
• Built IT operations support team for the new cloud environment providing day-to-day support for systems and users. Multi-level support teams including first line service desk (4 engineers) and second line of senior service owners (5 engineers) on shift bases and on-call coverage out of business hours.
• Managed cloud migration for mail service and its disaster recovery for leading e-payment solutions provider in Egypt. Having core systems heavily relaying on it, mail service is crucial and very sensitive for outages with 99.999% availability.
• Cloud infrastructure migration for news website of +1M daily visits for one the leading hosting and services companies in Egypt.
• Revamp, operating, supervising, and service management for leading lubricating oil company in KSA. Front line support, second line and service ownership, ITIL enablement, vendor management, cloud advisory, and operation excellence are all in-scope of managed service provided.
• Completed Microsoft systems migration from in-house to cloud hosting including expansion and disaster recovery for a major real estate firm in Egypt. More than 40 servers in production, high availability and disaster recovery modes in three different geolocations. Providing authentication, mail, real time communication, monitoring, configuration, data protection, network management, and service management service for more than 3000 employee in 12 location across Egypt and in Jordan.
• Built IT operations support team for the new cloud environment providing day-to-day support for systems and users. Multi-level support teams including first line service desk (4 engineers) and second line of senior service owners (5 engineers) on shift bases and on-call coverage out of business hours.
• Managed cloud migration for mail service and its disaster recovery for leading e-payment solutions provider in Egypt. Having core systems heavily relaying on it, mail service is crucial and very sensitive for outages with 99.999% availability.
• Cloud infrastructure migration for news website of +1M daily visits for one the leading hosting and services companies in Egypt.
• Revamp, operating, supervising, and service management for leading lubricating oil company in KSA. Front line support, second line and service ownership, ITIL enablement, vendor management, cloud advisory, and operation excellence are all in-scope of managed service provided.
October 2015
To September 2016
Governance & Reporting Engineer
at Vodafone Shared Services Egypt
Location :
Egypt - Cairo
Monitoring and reporting on IT governance initiatives, preparing reports on performance, and exploring data and reports in order to extract meaningful insights, which can be used to better understand and improve business performance. Participating in:
• Providing support for Vodafone Egypt IT Governance team to enable Knowledge Management process. Reviewing categorization and data on ITSM solution and negotiating process changes with stakeholders toward full enablement.
• Conducting daily major incidents touch point meeting. Discussing and reporting impact, root cause analysis, and corrective actions implemented.
• Providing support for Vodafone Egypt IT Governance team to enable Knowledge Management process. Reviewing categorization and data on ITSM solution and negotiating process changes with stakeholders toward full enablement.
• Conducting daily major incidents touch point meeting. Discussing and reporting impact, root cause analysis, and corrective actions implemented.
October 2013
To September 2015
IT-Network Access Administrator
at Vodafone Egypt
Location :
Egypt - Cairo
Being member of Account Management (AM) team, I am responsible for administrating Active Directory objects as same as Microsoft Exchange email accounts. Achievements are:
• Updating (AM) team security policies and regulations, in cooperation with infrastructure systems team and corporate security office.
• Participated in initiation and planning phases of identity management solution of IT infrastructure replacing in-house solutions.
• Updating (AM) team security policies and regulations, in cooperation with infrastructure systems team and corporate security office.
• Participated in initiation and planning phases of identity management solution of IT infrastructure replacing in-house solutions.
October 2012
To September 2013
Support Center Engineer
at Vodafone Egypt
Location :
Egypt - Cairo
Providing advice, support and practical assistance to system users via the phone, mail, and remote support software tools. Logging and processing support issues over ITSM solution whilst ensuring a high level of customer service and satisfaction. Responsibilities are:
• Preparing progress and statistical reports for supervisors and managers.
• Document and maintain Help Desk policies and procedures.
• Train and junior support engineering staff.
• Providing support and data analysis for BMC Remedy ITSM support team in configuring operational level agreement (OLAs) of IT teams, and negotiating stakeholders’ needs to create custom templates for incident management console.
• Preparing progress and statistical reports for supervisors and managers.
• Document and maintain Help Desk policies and procedures.
• Train and junior support engineering staff.
• Providing support and data analysis for BMC Remedy ITSM support team in configuring operational level agreement (OLAs) of IT teams, and negotiating stakeholders’ needs to create custom templates for incident management console.
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