IT SERVICE MANAGER

**+ years of experience in the IT field of them 8+ years in IT Service Management IT Service Manager at TEdata, have built the IT Change Management function their from scratch where I succeeded to grow and lead the team to a convenient maturity level of aligning the business to best practice and grow the IT Change Management process to include the whole unites in the IT Department, then I moved from this success to yet another challenge of building a new IT Problem Management function and also succeeded in building the function and solve major problems which used to hinder the business from expanding normally. I’ve started my career as a web developer, then shifted to system analysis and solution architecture, and with the emergence of IT best practice frameworks like ITIL and eTOM I shifted to Service Management.

ENTREPRENEURSHIP

Founder of EgyptCloud.com and other start-ups which unfortunately couldn't sustain Founder of:

EgyptCloud.com: Is SaaS (Software as a Service) development startup based in October city. The main project - which started to generate revenues - was a reseller’s management system for Internet service providers (ISP). However, after a while of running a promising startup, the model of the distribution channels in the ISP business was suddenly changed, hence the startup went bankrupt.

MedicalCV.com: Yet another SaaS startup. It was a system that keeps a history record of patient operations (Check visits, prescriptions, analysis, radiation ...etc.) with an advanced queuing system that displays the queue on screens and notifies waiting patients for their turn by push notification on a mobile app. The startup failed in the marketing phase due to lack of funds.

OctSoft.com: October Soft, is a web development company based in October city that makes commercial websites for businesses. The company achieved well but went bankrupt later due to financial receivables.

EgySale.com: An e-commerce website much like olx.com today. The project stopped in the marketing phase due to lack of funds.

Calligraphy-Art.com: A wiki and gallery of Islamic calligraphy. It also offered small products like tableaux and gifts. After being online for years, the project stopped due to lack of funds. Tarek Eshibiny Sheikh Zayed City - 12588, Giza, Egypt.

+20-111******* adji29@r.postjobfree.com

linkedin.com/in/elshibiny

EgyCouple.com: A matchmaking website. The startup received a weak offer to be acquired and stopped later due to lack of funds.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

TEdata Smart Village, Giza, Egypt.

Internet Services Provider and one of Telecom Egypt Group, the official telco of Egypt. The group is an integrated telecommunication operator that provides LandLine, ADSL and Mobile services. IT Problem Manager 2017 - Present

While being the owner of the IT Problem Management process, we could resolve major problems that used to hinder the normal progress of the business. In this I was accountable for incidents and problems facing corporate information systems and made sure of supporting the business effectively. In case of any disruption in a service, we immediately take whatever proper actions to restore the service and then initiate an investigation of underlying root cause to resolve it, and also work on avoiding similar incidents in the future. For example, we could connect two big premises in SV so that Microsoft ECRM software can retrieve Active Directory users of the employees in the other premises, thus no more local users are needed and each employee has its complete profile on the software. Also, we feed the KEDB

(known Error DB) for re-usability. Through investigation and root cause analysis, we could resolve many performance issues of critical business tools saving the company enormous waste of time and effort. IT Change Manager 2012 – 2017

I have the experience to lead an IT Change Management function as I used to be the IT Change Management process owner for about five years where I managed the CM process from end to end accountable for the changes take place in a huge production environment consists of five big data centers in five different locations including all activities of design, document, updates, agreements with stakeholders, alignment with best practices, definitions, escalation matrices, risk assessment, CABs,

● Leadership and People Management

● IT Service Management (Problem

Management, Change Management,

Service Delivery…etc.)

● Advanced reporting and presentation

● Information systems architect, design

and analysis

● Interact directly with customers & end

system users (collect SRS, UAT, app.

Training, app. Support)

● OSS/BSS applying on Network

Operations Management Systems

● Business process modeling and

re-engineering

● Web development using open source

technologies

● Portals UX, functionality, usability, and

user behavior analysis

● eMarketing: SEO, SEM, ECRM

● Soft skills: Managerial and team

leadership skills, organized,

detail-oriented, innovative,

self-motivated, problem-solving,

planning, loyalty, an analytical mind

approvals, and SLAs, this encountered huge changes on the national level involving more than a ministry.

IT Systems Analyst 2009 - 2012

In this role, we could save wasted time and efforts of the sales department by consolidating about 7 tools in only one centralized tool with one unified interface for all customer activities such as: recording customer requests, costing, following up, fulfillment, billing, support tickets, and others. Also, we could save a lot of time and effort of the employees by the re-engineering of the business process maps of involved functions, aligning business with best practice frameworks like ITIL and SOA. This function also included collecting, analyzing and documenting software requirements from customers and writing SRS documentation, architecting and designing the system, writing help and documentation for usage and administration of software, delivering software to the customer making sure of their quality and that they meet requirements and satisfy expectations of the customer. Web Developer 2002 - 2009

This is where I’ve started my career journey and where I acquired my professional experience base. I have developed and contributed in the development of many huge customer projects like: Egyptian Yellow Pages (EYP), Delta International Bank (CIB), Telecom Egypt (TE), the national project Enhancing Local Development (ELD) and many others. On the internal development level we could save a lot of wasted time and effort of network engineers through the development of many IT Network Enablement and Management tools like Network Operations Management System (NOMS), Outage Tracking System

(OTS), Warehouse Management System (WMS), Purchasing Orders System (POS) and others. Ministry of Culture Cairo, Egypt.

The Ministry of Culture in Egypt, it has a wide network of warehouses across the country. Stores Systems Administrator 2000 - 2001

Administrate the information of the ministry's warehouses across the country. CERTIFICATIONS

Preparing for a Master’s degree in Management of Technology (MOT) in Nile University, 2020. Bachelor of Foriegn Trade from Helwan University, 1999. SMC, SFC, Six Sigma (Yellow Belt), Aptis (Score: C), ITIL-3, ITIL-4, TOEFL (Score: 520), CIW, Certified Calligrapher.

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