محمد مرسي سيدأحمد مرسي

• Lead and supervise the Service Desk team, assign daily tasks, and monitor performance (KPIs & SLAs).
• Oversee day-to-day service desk operations, including ticket logging, incident resolution, and escalation
handling.
• Maintain and update SOPs, knowledge base articles, and process documentation.
• Analyze service desk data, identify trends, and prepare regular performance reports.
• Coordinate with infrastructure, network, security, and application teams to resolve cross-functional issues.
• Conduct training sessions and promote a customer-focused culture within the team.
• Ensure compliance with ITIL best practices, company IT policies, and security standards.
• Manage high-priority incidents (P1), lead post-incident reviews, and support business continuity plans.
• Act as the communication bridge between the Service Desk, IT management, and external vendors.
• Drive process improvement initiatives, including automation and “shift-left” strategies.
• Communicate effectively with end users, ensuring a high level of customer satisfaction.
• Follow ITIL practices for incident resolution, problem root cause analysis, and controlled changes.

• Deploy, configure, and manage virtualized environments using VMware vSphere 6.5 and 7.0 to optimize resource utilization and scalability.
• Maintain and manage cabling, racks, and equipment within Data Center.
• Supervise deployment, upgrades, and improvements Data Center infrastructure including cable management systems.
• Ensure all ICT infrastructure complies with industry standards, safety, and regulatory requirements.
• Perform regular backups, updates, and patch management for Exchange Server to maintain compliance and system integrity.
• Manage user access, roles, and permissions within the CAFM platform.
• Ensure the CAFM system is integrated with other IT and FM systems (BMS, ERP, IoT sensors, asset tracking).
• Monitor system performance and resolve issues related to system availability, data integrity, and operational efficiency.

• Coordinate, Evaluate and implement technology systems, including, Computer Aided Facility Management (CAFM),
Internet of Things (IoT) devices, and data analytics tools, QHSE system for Bank of Khartoum project.
• Oversee the integration of technology solutions into facility management processes.
• Coordinate projects for productivity operational software such as Odoo ERP.
• Collaborate with technology vendors (HITEK, Dubai) and service providers to source, negotiate contracts, and
manage technology-related services.
• Monitor service level agreements to eliminate security threats and restore the companys data and information
security.
• Collaborate with other departments and team members to implement security procedures, methods, and best
practices.
• Provide training session to FM Engineers on the effective use of the CAFM system for service requests, asset
management, preventive maintenance, and reporting.

• Directing the effective delivery of Taxi Application system, development, and Troubleshooting for the System and processes.
• Supervising a team of Dispatchers, while working closely with Taxi Application Admin Panel & Dispatcher Panel.
• Report any problems experienced with dispatch system to vendor (Taxi Mobility).
• Follow-up taxi dispatch system to manage orders, monitor dispatches, assign resources, view transaction logs and analyze ride reports.
• Developed and improved Customer and Driver Mobile App.
• Manage and Troubleshoot Nodes in AWS Cloud environment and other related technologies like Twillio (OTP platform).

• Manage Windows Server environments, ensuring proper installation, patch management, and security updates. Monitor server performance and resolve issues proactively in virtual environment (VMware vSphere ESXi 6.5-based)
• Implement and manage backup and disaster recovery solutions for Microsoft-based systems to ensure data integrity and availability within SAN storage.
• Perform firewall configuration and maintenance, experience with Gate-protect equipment and Antispam system such as Norton Antivirus.
• Assist in network troubleshooting to ensure seamless connectivity for users Troubleshoot and resolve network-related issues as they arise.
• Provide technical support to end-users, assisting with software and hardware issues, as well as user account management.
• Delivered reliable, high quality technical support to an average of fifty users daily.

• Configures and deploys desktop environments in accordance with agreed standard configuration.
• Installation & troubleshooting of applications and Update for any inconsistency.
• Pre-configure and install desktops, notebooks, servers, wired & wireless network, printers, another network devices.
• Productivity plugins such as Adobe Reader, Adobe Flash Player, and Java

• Handle all the escalated tickets from the engineer / domain owners
• Create Knowledge base and update the central data pool.
• Providing general administrative support such as preparing correspondence, forms and reports, arranging meetings,
filing electronic and hard copy, tracking deadlines.
• Maintaining employee file records up-to-date by handling changes in employee status in a timely manner.

• Provides first line investigation and diagnosis for incidents
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are up to date at all times until issues are resolved
• Conducts customer/user satisfaction callbacks/surveys
• Completes assigned IT training road-map
• Mentors junior team members
• Complies with QHSE and IT policies including continuous improvement initiatives
• Liaises with clients, other IT support groups and 3rd party providers when necessary.
- Operate radio/telecommunications system.
- Operate Security Department’s computer reporting system.
- Operate fire and burglar alarm monitoring system

- Perform other duties as assigned.

- Install equipment and software of fire alarm detection system (Control Panel, Smoke Detectors, Heat Detectors, Call points and Bells) .
- Provide on-site user training.
- Deliver maintenance and support services.
- Provide telephone and site support for technical partners.
- Maintain a good knowledge base of solutions.
- Assist with demonstration equipment of fire fighting system installations (Water System, Foam System, Gas System : Co2 - FM200-Argonite ).