Service Desk Section Head
Alexandria International Container Terminal
Total years of experience :26 years, 6 Months
Worked with CIO in re-organizing and re-structuring Division to create an environment of growth, and service delivery. Created and implemented a Service Desk strategy to progressively improve overall IT Customer Satisfaction. Interfaced with non-technical and business users in determining overall IT approach to insure alignment to achieve business objectives. Championed the development, design and implementation of policies, standards and procedures related to effective management of the various areas within IT. Developed change management standards, Service Level Management guidelines, governance structure based on ITIL. Responsible to ensure the IT support is being conducted to acceptable standards, Service level improvement plan on the short and long term. Conducting business relationship with vendors to negotiate and manage the best solutions for business needs through different types of contracts, Monitoring Vendors and service provider’s performance. Plan and create department yearly budget for capital and operational expenditures. Define goals, establishing strategy and developing projects plans to coordinate activities following state of the art project management methodology. Direct the technical teams in the different sites to achieve company objectives in a very collaborative environment.
Responsible for management and alignment of the technology infrastructure of the Firm to support strategic business objectives. Oversee technology direction with regard to planning, budgeting, coordinating, training, implementing and maintaining the hardware/software and data/voice telecommunications for all eight offices in the Egypt. Challenged to improve productivity and reduce costs through optimized use of technology. Oversee all IT functions including data center management, vendor relationships, technical support, application development and financial control. Utilized best IT & Governance practices and collaborated with business departments’ managers to analyze, document and automate business processes. Established the IT core processes such as software development processes consistent hardware/software standards and policies, and consolidated/upgraded servers.
Maintaining system requirements and functional design specifications to meet user needs and to ensure design and integration standards. Providing advice on selection and purchase of IT equipment. Producing documentation on operational, system and user procedures & guidelines. Monitoring established network infrastructures and implementing changes as needed to maintain a secure and efficient network. Analyze, design, develop, recommend, and present data network solutions. Perform preventive maintenance and develop technical installation work plans. Implement network and software upgrades and modifications. Provide data backup and recovery, quality assurance reviews, and accurate risk assessment.
Designing and implementing Software needed in Allied Consultant for internal or external use. Designing and implementing the database connectivity module in web content management System for the Nationwide Business Solutions Ltd ("NBS") in UK. Teaching programming courses to post graduate trainees. Evaluating trainees’ performance in class and conducted a series of constructive and healthy competition for trainees to participate in. Providing students with technical support for computer programming issues. Reviewing and evaluating multimedia reports and projects of trainees.
Establishing relationships with business stakeholders to identify functional requirements, develop specifications, and create solutions strategies. Designing and implementing solutions to automate business process in AAST. Designed and maintained technical and project documentation. Planning and Designing the trouble shooting procedures. Provide full lifecycle support to clients from initial client interaction and requirements analysis through design, coding, testing, debugging, implementation and integration.
Promoted to oversee all IT functions, Improves existing programs by reviewing objectives and specifications, evaluating proposed changes, recommending changes and implementing the approved modifications, Maintains historical records by documenting system changes and revisions, Maximizes use of hardware and software by training users, interpreting instructions and answering questions, Manage and administer system and network infrastructure.
Provide Comprehensive assessments of clients’ skills in AMPC (Alexandria of Metal Products Company), counseling and case management needs and assists them in making a suitable career choice, Refers clients to appropriate training courses to improve job skills, Negotiate contracts with training providers, including desired training outcomes, fees and expenses, Monitor, evaluate and record training activities and program effectiveness.
