IT Manager Egypt, Libya & Morocco
British American tobacco
مجموع سنوات الخبرة :16 years, 11 أشهر
• Manage IT Operation Helpdesk, service Desk, Infrastructure & 3rd party contractors, sponsoring service delivery meetings and Service reporting
• Create and revising technical plans for IT Projects
• Build a personal relationship with key client/staff
• Successful service delivery - SLA achievement with high level of customer satisfaction 98%
• Responsible for change management for BG Egypt asset
• 3rd party, Vendors management responsibilities
• Remove all obstacles to customer satisfaction and/or financial performance/ changes.
• Make sure local IT Administration And Operations are working in accordance with BG Standards, Policies and Procedures
• Handle internal and external technical escalation and managing Severity and High Priority Tickets.
• Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Single point of engagement for demand planning and demand management conversations with business partners around their needs.
• Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services’
• Reviews business requests for service enhancements, improvement and undertakes cost evaluation, standards reviews.
• Monitor and oversee overall performance of services
• Managing budget, Savings and accruals.
• Working with Government sectors Like EGPC for cost recovery Returns and NTRA For the telecom authority’s approvals
Key Deliverables/Achievements:
- Email Retention Policies
- Box Project implementation (online storages)
- 2003 Servers Decommissioning
- Fire Eye deep scan and intrusion preventive system
- New Digital Media Signage Solution
- Secure Printing " Safe Com " Project
- Monitoring SLA Breach Reduction, And Team Weekly Back Log Reports
- Creating Handover Processes
- Team Skills Matrix
- Fix It And Communication Templates
- Moving Shell infrastructure to the new HQ location
• Support the GM/Management team and key person on the site
• Assist in delivering projects to expectations (budget, resources and schedule)
• Create deployment strategies for Small Projects
• Provide tier three support.
• Manage methods and results to IT mission, vision and values
• Manage Vendor relationships with key solution providers Software/Hardware
• Perform lead duties as required for the Deskside Engineering Team
• Manage testing and development of PC/Audio/Video solutions
• Use PC management solution, Altiris, to ensure Deskside compliance to corporate standards
• Projects I worked on:
Hardware refreshment for all BG Egypt users
BG Integrated Service Delivery (Egypt Champion)
Migrating BG infrastructure to the new company location
Implementing Lync - PC to PC call (Egypt contact person)
• Undertake all IT equipment installations, configuration, and maintenance according to Vendor’s documentations, best business practices and company procedures.
• Ensure the environment for IT equipment is secured and maintained within manufacturer’s specifications and in accordance with the outsourced company IT framework Update IT assets records as appropriate.
• Provide 1st level user support for hardware and business software applications.
• Oversee and supervise 2nd level support provided by 3rd parties.
• Maintain a log for incidents and down-time.
• Escalate problems to the Network Administrator.
• Promote the End User Policy, Operate data backup and archiving systems
• Undertake regular computer health checks to ensure they are tuned and adequate for the tasks performed.
• Perform preventive maintenance process to all IT equipment’s.
• Projects worked on:
Responsible Migrating the User equipment’s From Chipsy HQ To PepsiCo HQ
New print services.
Site i Visited
-Union De Banque Arabs Et français (UBAF)
-Global Protection
-British Gas Egypt (BG)
-British American tobacco (BT)
• Managing and maintaining the company network.
• Work very closely with team members to solve customer problems and to understand agent’s problems and weaknesses and address them.
• Installing, maintaining and updating all hardware materials and related operating systems/applications; providing technical solutions to all users.
• Inspects and installs IT related hardware equipment and networking components.
• Loads specified software packages such as operating systems, i.e. office applications.
• Oversees the work of the infrastructure support team when it comes to responding to users’
• Coordinates activities with external solution providers, network services, or other information systems groups.
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users.
Managing and maintaining the company network
Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these.
Installing, maintaining and updating all hardware materials and related operating systems/applications; providing technical solutions to all users.
Inspects and installs IT related hardware equipment and networking components.
Loads specified software packages such as operating systems, i.e. office applications.
Oversees the work of the infrastructure support team when it comes to responding to users’ inquiries and provides optimized solutions to both the system and the software operations.
Recommends or performs necessary remedial actions for correction of problems.
Coordinates activities with external solution providers, network services, or other information systems groups.
Provides updates, status, and completion information to manager, problem request tracking system, and/or users.
Performs miscellaneous job-related duties as assigned