Basic Info

Hazem Elkady

11 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

IT Service Desk Supervisor at Abu Dhabi Islamic Bank

Experience Details

IT Service Desk Supervisor

Quality

Experienced (Non-Manager)

Job Purpose: Supervise the team supporting core banking services and business applications with the objective of maintaining 9x5 Serviceability level for Business, Corporate, and Shared Service Units to conduct normal business functions.
Reporting to the IT Service Desk Manager

 Manage the performance of Level 1 (severity1) and Level 2 (severity2) services and support to clients (internal and external) to ensure that service levels are achieved.
 Responsible for ensuring that the IT Service Desk staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service (24X7, 365 days per year) and business requirements.
 Manages process for communicating outage/emergency activities to the organization.
 Duties: Central Ownership of Issues and Service Request Ultimate responsibility for ownership of all customer incidents or service requests logged.
 Responsible for tracking and progress chasing of incidents to conclusion and in line with Service Level Agreements (SLA’s).
 Own the Shifts / Roaster / on-call, allocated proper resources. Allocate resources as per Service Owner activity requirements.
 Ensure call quality, customer satisfaction and restore customer service as soon as possible
 Conduct employee performance reviews in accordance with company policy.
 Implementation of strategies and processes to ensure employee satisfaction and development.
 Deputize for senior departmental management in his absence.


Company Details

Abu Dhabi Islamic Bank (multinational)

Cairo, Egypt

More than 1000 employees

Banking

www.adib.eg

Nov 2011 to present (5 years 1 month)
System Administrator at Citibank N.A.

Experience Details

System Administrator

Administration

Experienced (Non-Manager)

SA Engineering and Provisioning.
 Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
 Install and configure systems such as supports GIS infrastructure applications or Asset Management applications.
 Develop and maintain installation and configuration procedures.
 Contribute to and maintain system standards.
 Research and recommend innovative, and where possible automated approaches for system administration tasks.
 Identify approaches that leverage our resources and provide economies of scale.

Operations and Support
 Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
 Perform regular security monitoring to identify any possible intrusions.
 Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created (by using the EMC Legato Networker), and media is recycled and sent off site as necessary.
 Perform regular file archival and purge as necessary.
 Create, change, and delete user accounts per request.
 Investigate and troubleshoot issues.
 Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
Maintenance
 Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.
 Configure / add new services as necessary.
 Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
 Maintain operational, configuration, or other procedures.
 Perform periodic performance reporting to support capacity planning.
 Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
 Configure CPU, memory, and disk partitions as required.
 Maintain data center environmental and monitoring equipment.

Other activities
 Arranged updating workstations with the proper hot fixes to control vulnerability threats.
 Handled the move of 700 workstations to a new location.
 Managed the Machine Build Center for all premises.
 Lectured newly hired employees on how to deal with Citi systems.
 Attended and actively participated in regional and local weekly meetings.

 Rewarded Employee of the month for April 2011.
 Rewarded Employee of the month for July 2009.


Company Details

Citibank N.A. (multinational)

Cairo, Egypt

More than 1000 employees

Banking

www.citibank.com/egypt/

Aug 2006 to Oct 2011 (5 years 2 months)
Helpdesk Technician at Petrotrade

Experience Details

Helpdesk Technician

Installation/Maintenance/Repair

Entry Level

Helpdesk Technician.
 Maintained system errors and bugs.
 Amended database design to meet business requirements (using MS Access).
 Supervised business data transfer accuracy and quality.


Company Details

Petrotrade

Cairo, Egypt

More than 1000 employees

Oil and Gas

petrotrade.com.eg

Oct 2005 to Jul 2006 (9 months)
Platoon Commander at The Egyptian Armed Forces

Experience Details

Platoon Commander

Administration

Student

(Rank: Lieutenant, Armament: Artillery)
 Supervised computer maintenance for military units.
 Gave daily lectures on artillery and weaponry for military members.
 Lead maintenance process and war preparation of platoon vehicles.


Company Details

The Egyptian Armed Forces

Egypt

More than 1000 employees

Military

N/A

Jan 2003 to Jul 2005 (2 years 6 months)
Database Developer (intern) at Meridive and Oil Services (MOS)

Experience Details

Database Developer (intern)

IT/Software Development

Student

 Built a database system for handling client invoices. (using MS Access)


Company Details

Meridive and Oil Services (MOS) (multinational)

Egypt

More than 1000 employees

Marine Manufacturing & Services

www.maridivegroup.net

Jun 2001 to Sep 2001 (3 months)

Achievements


Exceeding Achiever rating for three consecutive years.


 Rewarded Employee of the month for April 2011.
 Rewarded a certificate of appreciation for Risk Management.
 Rewarded Employee of the month for July 2009.


Built a successful network structure that connects all branches with the head office.


Built an Invoice Handling Database which manages all invoices of drilling ships which petroleum companies rent.


Education

Bachelor's Degree in Computer Science

Education Details

Bachelor's Degree

Computer Science

Modern Academy in maadi, Egypt

C / Good / 65 - 75%

N/A

N/A

Modern Academy in maadi
1997 - 2002
Bachelor's Degree in Computer Science

Education Details

Bachelor's Degree

Computer Science

Modern Academy in maadi, Egypt

C / Good / 65 - 75%

N/A

N/A

Modern Academy in maadi
1997 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

BBC Language School

Egypt

1997

B / Very Good / 75 - 85%

French: Fair. German: Fair.

BBC Language School
1997

Certifications

MCSE
Jun 2006

Certificate details

MCSE

Jun 2006

N/A

N/A

N/A

N/A

Certificate details

ITIL Foundation V3

May 2014

N/A

N/A

N/A

N/A

MCSA
Jan 2006

Certificate details

MCSA

Jan 2006

N/A

N/A

N/A

N/A

Certificate details

Negotiation Skills

May 2015

N/A

N/A

N/A

N/A

Certificate details

Emotional intelligence

Jun 2014

N/A

N/A

N/A

N/A

Certificate details

Emotional intelligence

Jun 2014

N/A

N/A

N/A

N/A

Team Building
Oct 2013

Certificate details

Team Building

Oct 2013

N/A

N/A

N/A

N/A

Certificate details

Team Building Management

Oct 2013

N/A

N/A

N/A

N/A

Training and Courses

MCSE at YAT
May 2006

Training/Course Details

MCSE

May 2006

YAT

N/A

Training/Course Details

ITIL V3 Foundation for IT Service Management

May 2014

MBI

N/A

This profile is fresh!
Last update 11 days ago.

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Profile Skills and Keywords

Abu Dhabi Islamic BankAdaptiveAdministrationArabicBankingCitibank N.A.Computer ScienceComputersCustomer ServiceCustomer-orientedDatabase DeveloperEMC Legato NetworkerEmotional IntelligenceEnglishFlexibleFrenchGermanHP Service ManagerHandles StressHelpdesk TechnicianITIT Service Desk SupervisorITIL Foundation V3ITIL V3 Foundation For IT Service ManagementInstallationLeaderLecturingMCSAMCSEMaintenanceManaging TeamsMarine Manufacturing & ServicesMeridive And Oil Services (MOS)Microsoft AccessMicrosoft WindowsMilitaryMoviesMusicNegotiation SkillsOil And GasPlatoon CommanderQuality AssuranceQuality ControlRepairServer AdministrationSoftware DevelopmentSportsSystem AdministratorTeam BuildingTeam Building ManagementTeam PlayerVideo GamesWeb DevelopementWindows Server 2008

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Intermediate

: Intermediate

: Beginner

: Beginner

French

French

: Intermediate

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

EMC Legato Networker

EMC Legato Networker

: Advanced

: High

:

Less than 1 year

Windows Server 2008

Windows Server 2008

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Access

Microsoft Access

: Intermediate

: Medium

:

1-3 years

HP Service Manager

HP Service Manager

: Intermediate

: High

:

3-5 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Managing teams

Managing teams

: Expert

: Extreme - I love it!

:

5-7 years

Lecturing

Lecturing

: Advanced

: Extreme - I love it!

:

5-7 years

Server Administration

Server Administration

: Intermediate

: High

:

1-3 years

Web Developement

Web Developement

: Beginner

: High

:

Less than 1 year

Key Skills

Leader, Customer-oriented, Flexible / Adaptive, Handles Stress, Team Player

Online Presence

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