Ramy Boshra Rizkalla Khelousy

• Manage the deployment, monitoring, maintenance, upgrade, documentation and support of all IT systems, including servers, storages, SAP ERP solution, networking, operating systems, PCs, telephones and software applications.

• Analyzing the business requirements of departments to determine their technology needs to achieve top management vision.

• Manage financial aspects of the IT Division, including budget plan, cost efficiency, purchasing and budget review.
• Develop technology strategies, polices, standard procedures and plans to enhance client services, improve user effectiveness, and foster innovation.

• Oversee with IT manager systems development and enhancement and the integration of new systems with existing systems.

• Manage and Negotiate vendor, suppliers, and service providers, SLA and support contracts.

• Communicate regularly with executive management and all users of information services and systems.

• Manage IT hiring, development, inspiring, motivating, training, evaluation & guidance.

 Responsible of IT Service Operation, Support, Implementation & Projects Delivery Teams
 Control IT budget & review training plan based on BU objectives, to achieve Customer Satisfaction
 Build, manage and maintain cross-functional, multi-functional, high performance, high quality of service, client focus, result oriented & profitable Teams
 Responsible of vendor management, selection, contract negotiation, cost & vendors’ service delivery
 Manage Service Contracts scope of work & SLA, and monitor contracted commitment
 Develop & Audit Process, Procedure, Regulations (IT infrastructure, Backup, Security, Mail, etc.)
 Research New Technology & Applications to achieve organization goals, strategy, practice & objectives
 Ensure effective allocation of resources (schedule, money, equipment, staff, etc.) required to projects
 Review Projects’ Plans & Scope of work with assigned operation/ project team & Stakeholders
 Monitor & secure acceptance and approval of deliverables from the Project Stakeholders
 Ensure & monitor projects communication, including status reporting, risk management & escalation
 Monitor progress of projects and make actions as necessary to ensure successful completion
 Ensure operation & projects are delivered in budget, on schedule; & quality scope of work is completed
 Regular review of work quality & projects’ plans with operation/project teams to ensure commitment
 Responsible of Business Unit P/L sheet: Plan, Revenue, GM, year to date, monthly review & Outlook

 Manage technical support operations & project teams, to achieve high quality of service
 Coaching technical teams to achieve OLA, SLA, response time, fix, repair time & downtime
 Ensure engineers proper tools, training, certification plan, KPI’s, appraisal, satisfaction & commitment
 Responsible of front line & customer facing for services’ escalations management
 Prepare contracts & enhanced warranty (cost & SLA), review quotations improve customer satisfaction by providing right (SLA), follows up customer complaints, asset management & spare stock control
 Ensure quality of service and satisfaction of a client’s managed service commitment
 Provide & review state of the art new technologies & solutions with presales team
 Provide customers with upgrades technical consultation, new solutions & latest technologies
 Execute & monitor business reports & take necessity actions to ensure business profitability

HP-UX & Servers
Installation of HP-UX 10.x & 11.X
Reconfigure the Kernel.
Installation & remove Software Products.
Adjust Kernel Parameters; add new Patches & other tasks required for Application Installation (Oracle, Sybase & Informix).
Customize the System & User environments.
Manage Logical Volumes using HP-UX Commands or SAM.
Create a root Volume Group & root Logical Volume.
Back up & restore Volume Group Configuration.
Troubleshoot LVM Problems.
Create, mount & troubleshoot file systems problems.
Resolve disk space problems.
Configuration of Dump & Primary Swap Area.
Create PV Links (Alternate Links).
Create, Synchronize, modify & troubleshoot of Mirrored Logical Volume.
Move a Mirrored Logical Volume from one disk to another.
Bach up & Restore data using HP-UX commands or SAM.
Initialize, Add, Remove & Troubleshoot Printer in the LP Spooler.
Configure the LP Spooler with Local, Remote & Network Printer.
Start & Stop LP Spooler Scheduler, enable & disable any Printer.
Configurations of NFS file system.
Installation of Ignite S/W & Creating a Recovery tape.
Using Recovery/Support Media to Boot from & troubleshoot the UNIX.
Installation, configuration, Diagnostic & Parts replacement of L, N, RP & RX (Integrity) Entry & Mid range HP Servers.

MC/Service Guard & H.A.
Halt & Start a Service Guard Cluster.
Apply High Availability Alternate path, (host & array) controllers, cables & FC Hubs Restrictions.
Use of Service Guard information commands.
MC/ Service Guard with LVM Configuration Rules & Restrictions.
Configuration of MC/ Service Guard Product, Functionality & components.
Verify Hardware configuration.
Verify Functionality by Removing LAN Connection.
Installation, configuration & diagnostic of Fiber Channel Cards.

Responsible of Senior Engineer functions.

Responsible of support engineering function.

Responsible of Presale function.