Rami Ismail

Leading a team of IT professionals, managing their performance, growth, and project assignments.
Oversee the design, implementation, and maintenance of IT systems, networks, and infrastructure.
Collaborate with cross-functional teams to align IT strategies with business goals and objectives. Develop and manage the IT budget, ensuring cost-effective procurement of hardware and software.
Supervise and provide advanced technical, analytical, project management, IT security, and policy guidance to the Desktop Support supervisor and to multiple senior-level Desktop Engineering Technicians.
Responsible for the business processes design, review, and improvements. Coached, mentored, and led different levels of IT helpdesk support engineers and systems administrators within the technical team environment.
Implemented and managed day-to-day operations in different sites.
Held responsibility for coordinated management of multiple related projects directed toward strategic business and other organizational objectives. Built credibility and maintained effective communication with stakeholders at multiple levels, including external stakeholders.
Identified opportunities for improvement within IT Department. Identified and oversaw IT training for the organization.
Implemented IT security policies & standards for ISO27001 certificate within the organization.
Implemented and designed the processes of Zoho cloud applications (Zoho People, Zoho CRM, Zoho Books, Zoho Recruit, Zoho Sales IQ, Zoho Campaigns, Zoho Desk, Zoho Forms, Zoho Inventory, Zoho Forms, Zoho Sign)
Implemented Grandstream UCM IP telephony and established connectivity between branches in different locations.
Implemented and configured Microsoft 365 cloud applications (Exchange Online, SharePoint Online, OneDrive & Microsoft Teams).
Implemented and configured AvePoint, Cloud Ally cloud backup solutions for Microsoft 365 applications.
Managed and implemented FortiGate UTMs security policies.
Implemented and configured Microsoft Intune Endpoint Manager.

Responsible for the infrastructure, applications, and operations of servers, network, desktops, and numerous IT services, equipment, and systems for corporate offices in different locations.
Managed Windows Server servers including deployment, hardware, software, configuration, troubleshooting, and performance monitoring.
Administered multiple Windows Server roles and features comprising File, Print, Terminal, and Windows Server Update Services, Webserver (IIS), and Active Directory services including user and group accounts and group policies.
Managed mailboxes and distribution groups, performed maintenance, performance monitoring, and troubleshooting for Microsoft Exchange Online server.
Supervised helpdesk operations ensuring helpdesk calls and tickets were properly documented, responded to, and resolved according to performance benchmarks.
Oversaw and administered a variety of IT products and services including VMWare Esxi server, Hyper-V server, Avaya VoIP telephones, Kaspersky Endpoint Server, spam filter, corporate and public WIFI network, FortiClient VPN software, VPN user accounts, and hardware tokens.
Initiated, planned, and managed an IT project to migrate all of the company's email
accounts from GoDaddy hosted mail server to Microsoft Exchange Online server to improve email reliability, uptime, and reducing risk of critical data loss.
Installed & configured Aruba wireless access points and WIFI clusters.
Deep knowledge in SIP trunks & VPN remote connectivity.
Developed new website using WordPress.
Installed & configured Hikvision CCTV.
Installed & configured Hikvision intercom & electromagnetic locks.
Installed & configured DrayTek Vigor 2912 VPN routers.
Managed and configured Alcatel Lucent digital, analog & IP phones &wireless LAN controllers.
Deep knowledge in all Windows Server 2003, 2008, 2012, 2019 &2022 features and roles.
Led the implementation of Bamboo HR project.

Maintained detailed documentation for all end users.
Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Installed workstations, servers, network equipment.
Ran and terminated data cables at new and old construction.
Installed networking racks and organized/documented for better maintenance and troubleshooting.
Used remote software to solve and troubleshoot issues when applicable.
Managed and configured Cisco switches, routers and CUCM IP telephony.
Managed and configured Micros server point of sale & Materials Control system.
Managed and configured Omega server point of sale.
Managed and configured CHIP (time management server & punching machines).
Managed and configured Starwatch barrier system.
Managed and configured Opera PMS server.
Managed and configured Kerio (Linux) mail server.
Operating Systems: MS Windows 7, 8.
Office Programs: Microsoft Office (Word, Excel, Access, Outlook, PowerPoint).