Manager Engineer

Mohamed Ramadan Osman

**** ******** ********, ******, **

*******@*******.*** C:873-***-****

Education

Alexandria University, Egypt, Bachelor of Communication and Electronic -May 2005

Graduation project: Design and Implement Alexandria University network with Telecom Egypt

Summary

Strong interpersonal skills, exposure to different cultures and fluency in two languages English and Arabic. Proven success in leading new -site build out and program management efforts on multiple multinational information technology projects that exceed company’s strategic and financial goals. Maximize system stability, availability and uptime maximizing customer satisfaction (CSAT) by full and on-time support. Hands on experience in setup & maintenance of IT infrastructure, Disaster Recovery Planning and implementation, IT Budgeting and P&L Management.

Professional

Profile

Profile of an IT lead with over 9 years of experience in IT Enabled Services and Hospitality industry with demonstrated success implementing strategic IT initiatives that improved business functionality...

Hands on technologist with proficiency in wide array of technologies like Windows servers, Cisco Switches & Firewalls, Virtualization compliances.

Meet end-user requirements, cost, and quality objectives through timely development and execution of Information system functions, computer operations, and programming systems.

Contribute towards cost saving and full utilization of site Ramp UP or DOWN towards minimizing cost

Understands all business processes and provides technology guidance to ensure maximum return on investment (ROI) for IT business strategy requirements

Expertise in managing projects within Information Systems, and Telecommunications using ITIL and PMP.

Excellent Project Management skills with Leadership capabilities, along with strong ability to plan, prioritize and manage complex projects under aggressive timelines

Expert in client communication and align all the client’s IT requirements with the company vision and objective according to ITIL framework.

Hands on experience in Information Security and implement as per ISO27001 and PCI- DSS compliance

Area of Expertise

Program Management IT Implementation

Decision Making Process design

Network devices Cost benefit analysis

Technology advancement Cable and dressing

Data centers design Time management

Visio drawing Reports generation

Team leadership Operations management

Contract negotiates Final purchase approval

Client focuses Training and development

IT & BRM Manager, Technology, Sutherland Global Services, Dubai, UAE Mar 2014 – Oct 2018

Designing and implementing Information Technology infrastructure

Manage all the onsite servers’ activities-DHCP/DNS/Active directory/FTP and desktop related tasks including follow up with the suppliers and vendors, insuring proper installation and new implementation

LAN/WAN onsite Management with respect all the network element includes Desktops, IP phones, LAN ports and data center equipment ‘s Router, access and core switches

Initiate, develop, and maintain relationships with business partners, software consultants, and professional services vendors, ensuring alignment among business’s needs, IT resources, and vendor contract provisions.

Managing all the client communication from the IT stand point by acting as single point of contact and ensure the client satisfaction from the services provided.

Installing of new server including Exchange, Domain controller, Backup Servers and VM ware, managing license and software problems.

Ensure Antivirus compliance and Service pack update.

Managing data center operations and documentation including arrangement with facility team for power operation, redundancy and maintenance.

Responsible for the implementation, review, and suggest modifications to the Disaster Recovery and Business Continuity plans

Update the Master Image for all Desktops with the most recent changes.

Assets Management Tracking and follow up

Maintaining all backup activities and performing backup and schedule task.

Responsible for ISO 27K1 and PCI compliance criteria implementation.

Directed new project rollouts and implemented training to ensure end-user understanding of new systems.

Hired, trained, and supervised team members and conducted bi-weekly meetings to keep team members on Track with business requirements.

Maintain SLA doc for all the activities performed by the team, collect performance data, analyze and publish.

Acting as a problem management rule for analyzing frequent and chronic problems and find permanent solution.

Establishment of IT Infrastructure for Major corporate, Complete life cycle knowledge from designing, planning, Migration, and operational.

Complete process knowledge for managing applications, operating systems, hardware requirements and operational manpower requirement planning.

Assistant IT Manager and Network Engineer, Technology, Sutherland Global Services, Alexandria, Egypt 2010- 2014

To ensure implementation of processes for all services covered in the SOW, ensure 100% SOW compliance & timely escalate non-compliance to Program management.

Designing and implementing Information Technology infrastructure

Designing and implementing data center According to ISO 2007 standard

Configuring and troubleshooting all Network equipment in Egypt during Initial Setup and Ongoing Maintenance activities (Cisco Router, Switches, Firewall)

Monitoring status of network/voice equipment (Report failures / work with service providers / Global Network Management) Team to overcome outages.

Second line of escalation for technology related incidents. Instructing the team members to the new service by providing sessions and gathering information covering the architecture and the troubleshooting sides

Sharing information by organizing sessions and workshops for other team members

Ensuring that service delivery takes place based on the Service level agreements.

Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure

.

Network Administrator & Project, Technology, Veolia Environment, Alexandria, Egypt 2009 to 2010

Adding/creating/deleting/modifying user, account information, and resetting passwords on windows server 2003 (Domain controller)

Implement, configure and troubleshooting Cisco routers, Cisco Switches, PIX firewall and security devices (ISA2004, Smooth wall)

Configure and troubleshooting exchange, DHCP, DNS and blackberry server

Directed new project rollouts and implemented training to ensure end-user understanding of new systems.

Project manages the business opportunities, engage right stake holders, resources to accomplish the Project targets.

Manage project implementations ensuring they are completed on time, within budget and performed as planned

Responsible for Server and Network Administration

Hired, trained, and supervised team members and conducted bi-weekly meetings to keep team members

DSL field Engineer, Technology, Linkdotnet, Alexandria, Egypt 2007 to 2009

Responsible for physical layer & local loop problems and faults from CO to the customer premises

Troubleshooting ADSL technical problems

Problems troubleshooting & line monitoring using Alcatel DSLAMs management software (AWS &

Network Analyzer), Zhone DSLAMs Management Software (ZMS) and edge routers logging (Cisco, Juniper)

Supporting ADSL, Dialup, ISDN, E-Mails, and Domains

Communication and electronic Engineer, Radio Holland, Alexandria, Egypt 2006 to 2007

Supply & service of marine electronics equipment onboard seagoing vessels, ceiling Egyptian ports or sailing neighborhood countries in the Middle East, Malta & Yemen such as:

Radio communication (VHF, MF/HF, HF)

Satellite communication (INMARSAT)

Navigation Devices (RADAR, GPS, ECDIS)

Distress Devices (EPIRB, SART)

Certifications

CCNA Certified ID: CSCO11532348 on December 06, 2008

CCNP (642-902 ROUTE, 642-813 SWITCH with score 96+ %)

CCIP (BGP and MPLS Composite exam Certification and QOS with score 100%

ITIL foundation version3 with score 100 %

Achievement

Setting up new facility in SGS Egypt site/new SGS Egypt data center – July 2010 to January 2011 Featuring 600 rack-to-face plat points; 72 rack-to-rack uplinks between the two Data centers. Each data center features Cisco 4500 series access switch, Cisco 6500 series core switch, 2 Cisco 3700 series access switches, 3 Cisco 2900 Series routers, Cisco ASA 5500 firewall.,11 different type servers, VD infrastructure VMware solution)

Setting up a new facility in SGS Alain Site – March 2014 till July 2014 Featuring 300 rack-to-face plat points, establish 2 data centers both are connected via MPLS connection and via VPN connection to SGS global network, configure and Installed window server 2008 on 10 Dell servers acting as AD, DHCP, DNS, application, and configure and implement 6 Cisco Routers and Switches acting as Core and access

Design and Implement of W@H BCP for Tech support /CS account (three LOBs within SGS Egypt site), July2012 - July2013:

(75% of LOB1 agents, 50% of LOB2 agents and 50% of LOB3 agents) should be able to take calls after 4 hours from disaster occurrence via W@H facilitation

Design and Implementation of W@H project in UAE and migrate 100 employees to be working from home and ensure accessing all the application and tools.

Working with internal and external stakeholder’s for having the site PCI Data Security standard version 3 issued on March 12,2018

Worked with ISPs to establish MPLS Connection between Sutherland Egypt Facility and the USA facility Last Mile

Planned Design Sutherland global services Egypt network diagram, assuring full redundancy of equipment and connections to avoid single point of failure. (Using HSRP, Ether channel)

Designing and Implementing UPS and Power Disturbing Unit including Backplanes in case any power failure.

Migrate from ISP to anther ISP include the leased line and the domain and make modification in the internal network

Migrate all the company servers in two virtual ESX servers

Has been nominated as the employee of the month and the leader of the month at Sutherland Global

Professional Training

Attended 60-day training in Sutherland global NOC on network monitoring (Cisco works, HP Open View and BGP/ MPLS design and configuration)

Attended CCNP training at IKONSUL Solutions Pvt. Ltd. in Chennai India

Knowledge in Avaya Communication Manager and IP Phones

CCNP Security (Course Attendance compliance)

Project management professional: Prep for PMP online course on Nov 18,2016 No: UC-S4PE3RZN

References

Ahmad Rihan: Senior Director MENA Region Sutherland global services C: +201*********- +971********* E: *****.*****@****************.***

Mohamed Guemei: Director head of operation MENA Region Sutherland global services C: +201********* E: *******.******@****************.***

Nagy Abd El Razik: IT operation manager C: +491********** E: ****.****@********-*******.**

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