IT Manager
IMTENAN
Total years of experience :15 years, 2 Months
- Responsible for Factory, H.Q, Warehouses and 60 Branches.
- Reporting to the GM & CEO and leading a team of 4 resources in managing all the enterprise Information Systems including and not limited to:
- IT systems and software (E.g. Microsoft Dynamics AX 2012, Sales Buzz, Mail Server, Web Server …etc.)
- IT helpdesk day-to-day operation.
- Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
- Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
- Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
- Directs technological research by studying organization goals, strategies, practices, and user projects.
- Completes projects by coordinating resources and timetables with user departments and data center.
- Verifies application results by conducting system audits of technologies implemented.
- Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures.
- Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
- Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.
- Maintains quality service by establishing and enforcing organization standards.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
- Responsible for 5 branches regarding all Technical problems and 3 direct reports.
- Responsible for SFA \[SalesBuzz Sales Automation Solution\] Implementation, Configuration and Support.
- Responsible for IT Operation and System Functions
- Design IT Solutions based on best practices and standards
- Design IT Infrastructure solution \[ Implement AD & Additional AD \], WSUS, WDS, File Server, Print Server, ESXI 7.3 and VCENTER 7.3
- Implement Assets Management System on UBUNTU
- Implement, Configure IT Helpdesk & Call Center Ticketing System
- Implement ARCGIS Solution, Configuration \[In progress\]
- Implement, Configure Microsoft NAP Solution
- Implement Remote Solution for all End-users Clients.
- Implement, Configure KASPERSKY Antivirus Solution.
- Implement Adobe Meeting Application for Meeting, Webinars and Training Sessions.
- Implement Certificate Server for Internal Web based Application has HTTPS Access
- Implement, Configure Veeam Backup Solution
- Create Internal Website to Redirect all Our Webpages and all End-Users has Access Integrated with AD to access Company Manuals and Training Materials
- Implement SKYPE For Business Solution as Communication Application and Integrated with VOIP PBX Solution
- Implement System Center Configuration Manager to Monitor all Clients and Collect all of Data as: Ex. Software Metric, HW Inventory, SW Inventory, WAKE ON LAN, and NAP.
- Create Internal Website Integrated with AD to Run SQL Jobs on Sales Buzz without Access Sales Buzz Server physically
- Implement E-commerce Project to Integrate with Sales Buzz Application as Order Management handling module
- Implement, Configuration E-commerce system with Integration with Sales Buzz ERP system
- Implement, Configure SOTI Mobile Device Management as Mobility Solution to manage all Handheld devices
- Implement, Configure PRTG Solution
- Organize all IT Department documentations forms, scorecards, checklist and TO-DO List documents
- Set standards Schema for all devices \[PC/Laptop/Handheld\]
- Set Standard Quota limitation Policy for all mailboxes and set standard Policy for e-mail backup
- Set standards for IT Hardware deduction form and standard policy included alignment between IT Department and HR Team to apply these deductions according to company policy.
- Implement Open Filer Application as NAS Storage solution for File Server.
- Responsible for 9 branches regarding all Technical problems and 3 direct reports.
- Responsible for All Hardware inquiries across the Company.
- Managing all IT department contracts
- Responsible to hire new Technical support for open and new vacancies
- Responsible to determine hardware type, model, IT operations hardware purchases
- Provide keen supervision to all IT staff, while facilitating pre-sales activities
- Interview and qualification of candidates during the hiring process
- Lead and ensure prompt completion of projects and technical work elements, in accordance with the specified time schedule and required quality level
- Initiate the development of procedures and processes for the Implementation Team
- Manage and monitor services which involve establishing metrics, key performance indicators, and service level agreements to consistently boost operations throughout the division
- Supervise standard and complex day-to-day operations to ensure that work processes are implemented as designed and in compliance with established standards and procedures
- Fetching weekly reports regarding technical support performance from the helpdesk system
- Ensure Team Performance Management are followed and on track
- Responsible for creating forms for IT team and score cards
- Support System Team, Network Team and Application Team in all projects.
- Supervise team members and team procedures and processes.
- Delegate duties to Team members.
- Working parallel with all Second lines to achieve the best projects result
- Conducting Monthly meetings with team members
- Determining appraisal for all the IT operations Team and discuss performance with the IT team every 6 months
- Creating all Information system helpdesk department Training documentation
- Supervising all Hardware assets through IT Assets Management
- Managing and designing all IT Department projects
- Recommend, design, and implement new Applications for the Information system team
- Responsible for creating forms for the Information system helpdesk team and scorecards
- Delegate duties to Team members
- Performing yearly action plan.
- Managing All IT Operation Team projects.
- Supervising all hardware assets and IT warehouse.
• Set Meeting with retailers to start implement our Software.
• Set Standards for Tasks and Resources to define all of tasks deadline and sharing this Tasks file with Link Lead Manager to Closing Weekly Projects.
• Implement Kaspersky admin kit 9
• Upgrade the Kaspersky admin kit to 10.
• Implement Kaspersky 8.0 Protection for Exchange Server
• Upgrade Kaspersky for Exchange Server to 9
• Implement Kaspersky Linux Mail Gateway and upgrade.
• Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating
• Adhering to new procedures, policies and goals. Monitoring queues, assisting with daily goals, and conducting quality control to reduce errors to improve procedures.
• Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.
• Auditing customer accounts to ensure accuracy of information. Handling escalated issues from customers. Participating in the Manager on Duty rotation.
• Resolve and provide solutions to issues
• Enhance efficiency and quality of service to end users
• Inspire, guide, support and motivate team, provide direction and manage performance
• Review the work and proposal of team members
• Encourage team to work collaboratively to contribute to achieving the team’s business outcomes
• Escalate issues, keep informed, advise and receive objectives Determine support requirements and plan for requested changes
• Agree system installation activities and provide feedback on projects
• Define scope for projects and maintenance activities
• Manage and report on supplier related KPI’s and performance targets
• Keep abreast of new technologies and trends within the industry
• Self-learner for all new technologies and ability to be professional in very short time.
• Responsible for 9 branches regarding all Technical problems.
• Responsible to set Standard Policies and Procedures to Audit IT Information Security as DC Accessing Policy, Servers Access, Client PC’s Policy, Software Policy, Internet Access, VPN and RDP Policy.
• Implement Kaspersky 8.0 Protection for Exchange Server
• Implement Kaspersky Linux Mail Gateway.
• Upgrade The Exchange 2007 to Exchange 2010
• Implement Kaspersky admin kit 9
• Implement Kaspersky 8.0 Protection for Exchange Server
• Implement Kaspersky Linux Mail Gateway and upgrade.
• Upgrade Kaspersky for Exchange Server to 9
• Upgrade the Kaspersky admin kit to 10.
• Building AD Windows 2008 R2 Domain Controllers
• Mange DR scenarios using Double Take Availability (Install, Manage, Configure, troubleshoot)
• Build Hyper-V Systems for A to Z, Clustered Scenarios
• Build Microsoft VDI Scenarios from A to Z (Install, Manage, Configure, troubleshoot)
• Install and configure Backup (windows, Hyper-V, Exchange) solutions (SCDPM - Backup EXEC)
• Building base OS images for Hyper-V hosts
• Deploy and configure Hyper-V servers and virtual machines, Cluster, CSV
• Implement System Center Configuration Manager (Install, Manage, Configure, troubleshoot)
• Troubleshooting AD, Group Policy DNS, NLB.DHCP, WSUS, WDS, file Server, Printing Server Installation and Configuration
• Implement the backup Exec 2012 Solution (Install, Manage, Configure, troubleshoot)
• Upgrade to backup Exec 2014 then 2015
• Implement Veeam Backup and replication (Install, Manage, Configure, troubleshoot)
• Implement Citrix 7.6 (Install, Manage, Configure, troubleshoot) for ERP System Publishing
• Implement VMware Horizon (View) 6.0 For Sales Representatives INVAN Application and Upgrade to 6.1.1 then 6.2
• Troubleshooting and Install FW Devices
• Working on server’s security, implementing Local CA and working on Public.
• Install, configure and manage SQL Servers, SQL Cluster.
• Install, configure and Manage Engine as Ticketing System
• Responsible for all Sales Branches Handheld Troubleshooting
• Responsible for 3 branches regarding all Technical problems and 6 direct reports.
• Responsible for All HARDWARE inquiries across the Company.
• Managing all IT department contracts
• Fetching monthly reports regarding technical support performance from helpdesk system.
• Responsible to determine HARDWARE type, model, IT operations HARDWARE purchases.
• Responsible for creating forms for IT team and score cards
• Working parallel with all Second line to achieve best projects result.
• Managing company new projects regarding HARDWARE requirements and implementing new branches infrastructure.
• Support System Team, Network Team and Application Team in all projects.
• Ensure there are always an adequate number of team members to do each process well.
• Delegate duties to Team members.
• Fetching monthly reports regarding technical support performance from helpdesk system.
• Supervising all HARDWARE assets and IT warehouse.
• Installs, assembles and configures computers, routers, network infrastructure.
• Cabling process and Network designing.
• Installs, configures and upgrades operating systems and software programs.
• Responsible for technical and network issues for the branch.
• Install, configure and maintain software applications, operating systems, administration and network monitoring.
• Diagnose and repair internet service. LAN networks, wireless and email failures.
• Manage migrations of major business applications.
• Configure new and existing network systems and HARDWARE.
• Training staff members on productivity software and proprietary applications.
• Set up administrative passwords and directory permissions
• Install and maintain anti-virus, firewall and security.
• Test the Software Installation and general HARDWARE support & Troubleshooting.
• Support all of Retail salesmen on Handheld Issues and Synchronization with Database servers.
• Install The New PC’s, Printers, Scanners and Accessories Tools.
• Follow up and Upgrade company website Interface and New Training Materials for New IT Technical.
• Support all of End Users on Infinity ERP System Package Error’s and Issues.
• Solve all Issues for End Users in Sales Buzz Application to Synchronization with Database server.
• Creating Excel reports for End Using Pivot Table to refresh Including data from Database server to
Follow-up their work daily.
Achievements:
• Orientation Training Material CD
• Attendance Application (for IT Team)
• Software Library for End Users by designing Auto play DVD 4
• Installs, assembles and configures computers, routers, network infrastructure.
• Cabling process and Network designing.
• Installs, configures and upgrades operating systems and software programs.
• Responsible for technical and network issues for the branch.
• Install, configure and maintain software applications, operating systems, administration and network monitoring.
• Diagnose and repair internet service. LAN networks, wireless and email failures.
• Manage migrations of major business applications.
• Configure new and existing network systems and HARDWARE.
Information Technology System Package
Graduated from Faculty of Law and Take Training and Certification related for IT and has Acknowledge and experience in this Field