Summary Positive, results-driven, Dynamic and innovative individual with proven success in balancing operational efficiencies and business growth with client satisfaction, offering more than 13 years’ Experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements, ITIL Expert.

Areas of Expertise

• Create technical documentation that used for diagnosing and troubleshooting.

• Researched and evaluated third-party Web applets; prototyped, developed, tested, and delivered solution for secure, personalized employee benefit Web pages.

• Create process Model, KPIs, Metrics and Documentation.

• Implemented backup systems Plans and Create Fast & Secure Recovery Strategy.

• Assigned Tasks to team members and set milestones to monitor progress.

• Create IT Service Continuity plans.

Experience ITSM Senior Consultant Riyadh Municipality, Riyadh, Saudi Arabia Nov 2017 Present

Member of Service Management Office working to Establishing Service Management Office including:

-Roles and Responsibilities of the SMO, Organization structure of the SMO.

-Roles and Job descriptions of the SMO team.

-SMO master plan with implementation timelines.

-Carrying out bi-annual process maturity assessment based on ISO15504 standard.

• Responsible for ITSM Governance include:

-Setting ITSM policies & guidelines.

-Process governance and architecture (policy, process map, strategy, models).

-Creation and maintenance of the ITSM documentation structure.

-Owner of ITSM processes and development lead continual improvement.

-Monitoring ITSM process execution on the operational level.

-Assuring compliance with ITSM processes by internal and external suppliers.

• The main point of contact between the business and IT.

• Managing the service portfolio and service catalogue.

• ITSM tool ownership and Performance reporting.

Regional IT Manager IBNSINA Pharma, Assiut 2015 to Present

Under the direction of the IT Operations Manager, supervises the day-to-day operations of an assigned functional area within the IT Operations team. Contributes to the development, recommendation, and administration of policies, procedures and processes in support of assigned functional area within the department.

• Plans, organizes, maintains, and supervises the processes and operations of an assigned functional area within Technology Solutions consistent with the direction set by the IT Operations Manager.

• Supervises the activities of assigned functional area to include: planning, implementing, administering and evaluating projects and services impacting College operations from a Technology Services perspective.

• Participates strategic and tactical planning to coordinate the delivery of products and services.

• Supervises and participates in the installation, configuration, troubleshooting, maintenance, and repair of applicable technologies and associated equipment.

• May perform all or some of the responsibilities above and other related duties as assigned.

• Domain Expert in ITIL Implementation Project.

• Implementing Incident Management, Request fulfillment, Problem Management and Change Management Using Manage Engine Service Desk Plus.

• Manage Engine Service Desk admin.

IBNSINA Pharma, Assiut 2010 to 2014

IT Specialist

Member of Upper Egypt IT Team with full responsibility for All IT Related Issue in Assiut Branch with high priority for keeping business continuity in accepted Level

• Branch System Administrator DHCP-DNS, Active Directory, File Server, Backup, RDS Sever, and AS400 Database

• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Maintaining network connectivity to company data center and HQ using 2 MPLS (Main & Backup) lines and 3G backup connection utilizing Cisco Routing infrastructure (1941).

• Develop training materials and procedures, and/or train users in the proper use of hardware and software. Perform Users data backups and disaster recovery operations.

• Design AS400 database queries that generate business development reports or used in productivity evaluation or troubleshooting database and application errors.

Informatique, Assiut 2009 to 2010

System Admin

System Admin for Uperegypt Sites Assiut, Qena, Aswan and Luxor.

• Establishes System Specifications By Conferring With Users; Analyzing Workflow, Access, Information, And Security Requirements; Designing System Infrastructure.

• Establishes System By Planning And Executing The Selection, Installation, Configuration, And Testing Of PC And Server Hardware, Software, LAN And WAN Networks, And Operating And System Management Systems; Defining System And Operational Policies And Procedures.

• -Managing Network Infrastructure Services (DHCP-DNS-RAS-RADIUS).

• Monitoring Day By Day Task Run by Tivoli Storage Manager to Ensure Data Backup, Protection and Recovery Management Capabilities.

Synergy, Assiut 2008 to 2009

Technical Instructor

Instructor for A+, Network+, Linux+, MSCE.

Informatique, Assiut 2005 to 2007

Technical Support

• installing and configuring computer hardware operating systems and applications.

• monitoring and maintaining computer systems and networks.

• troubleshooting system and network problems and diagnosing and solving hardware/software faults.

Selection for Computer Service, Assiut 2003 to 2005

Technical Support

• Installed operating systems and applications and conducted technical training demonstrations

• Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions

• Assisted financial and office personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution.

Education Assiut University, Assiut 2003

Bachelor of Science and Education, “Physics & Chemistry” Department, Pass.

Additional Skills • Incident Management • System/Network Process Controls

• High Availability • Life Cycle Management

• Problem Management • ITSM

• Networking Technologies • System Administration

• ITIL V3 Service Strategy, •Organization Transformation

Design, Transition, Operation and CSI • Training and Support

• Domain Administration • Virtualization

• Process Mapping • Communication Skills

• Leadership • Cisco Router & Switches

• Systems Disaster Recovery • Infor EAM

Certificates CompTIA, 2004. Network+

Microsoft, 2007. MCSA 2003. (Microsoft Certified Systems Administrator). Microsoft, 2009. Upgrading to MCSA 2008.

VMware, 2013. VMware Certified Associate.

Brocade, 2014. Brocade Certified Network Engineer 2012.

Brocade, 2014. Brocade Certified VRouter Engineer.

Cisco, 2015 Cisco Certified Network Association.

AXELOS Global Best Practice, ITIL Expert (2011).

AXELOS Global Best Practice, ITIL (2011) Foundation.

AXELOS Global Best Practice, ITIL (2011) Intermediate SOA.

AXELOS Global Best Practice, ITIL (2011) Intermediate PPO.

AXELOS Global Best Practice, ITIL (2011) Intermediate RCV.

AXELOS Global Best Practice, ITIL (2011) Intermediate OSA.

SCRUM Fundamentals Certified, SCRUM Study.

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Training • Microsoft Certified Systems engineer - Synergy, 2006.

• Cisco Certified Network Associate - Vision Assuit, 2007.

• Red Hat Certified Engineer - new horizons Alexandria, 2010.

• ITIL Expert Training – EGYBYTE 2016.

• Diploma in Business Administration Level 3 - IRAS 2017.

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