Basic Info

Mohamed Kerah

10 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior Service Delivery Analyst at PepsiCo

Experience Details

Senior Service Delivery Analyst

Customer Service/Support, IT/Software Development, Engineering - Telecom/Technology

Manager

 Backup for NEA Incident Manager
 Working with various ticketing systems remedy, OVSD and SM 9.3
 Supporting a large multi-site environment
 Provide 2nd level support for the other engineers in my team
 Manage the required admin Tasks regarding Active directory, Active roles, Exchange and RSA console
 Ensure the pass of the KPIs regarding my area and help in preparing the PICT reports
 Ensure of my team tickets quality and so the delivered service quality
 Manage the users satisfaction by doing (periodic surveys, Action plans, User experience Enhancement)
 Carrying out and ensuring the success delivery of the daily business operation and tasks.
 Ensuring escalations are correctly handled and incidents resolved
 Handel the installation process of the enterprise solutions
 Perform the Risk and Impact practice during the change management cycle
 Maintain an accurate CMDB regarding my area by doing a periodic checkups and adjust through the
Management cycle
 Provide routine advice to customers users and technical staff
 Write complete description for each type of cases and solutions, and update them in Knowledge DB.
 Carrying out maintenance activities for the IT infrastructure
 Ensuring services delivery per contracted SLAs/SLOs and company objectives


Company Details

PepsiCo (multinational)

Cairo, Egypt

More than 1000 employees

Food and Beverage Production

http://www.pepsico.com/

Jul 2011 to present (6 years 3 months)
IT Section Head at Consult

Experience Details

IT Section Head

IT/Software Development

Manager

 Prepare the plane of the outsourcing
 Define the targeted customers
 Manage the customer relations
 Manage the outsourced team coordination
 Provide the 2nd level support to the outsourced team
 Manage the consultants relations
 Manage the outsourcing contracts
 Measure the customer satisfaction on a periodically biases
 Manage the IT department Budget and control with the
 Prepare the improvement plane regarding the outsourced team


Company Details

Consult

Cairo, Egypt

51-100 employees

Construction - Industrial Facilities and Infrastructure, FMCG, Information Technology Services

N/A

Jul 2010 to Jul 2011 (1 year)
Technical Support Supervisor at Tanta Motors

Experience Details

Technical Support Supervisor

IT/Software Development, Project/Program Management

Experienced (Non-Manager)

 First level support and administration of the Local Area Network (LAN), Wide Area Network (WAN), hardware/software systems (including, , office workstations, laptops, network devices, backup system, antivirus, Microsoft Office suite, Internet connectivity, and global and local business Computers &its related components maintenance
 Installing and testing new IT applications. Computer Networks design and installation
 Resolving local users’ IT problems and issues
 Working with different support companies/providers, including the local Internet service provider, for troubleshooting and resolving IT systems issues.
 Sharing the development process of the IT infrastructure with the IT team
 Provide support on various Administrative tasks, such as cash management and expense report preparation.


Company Details

Tanta Motors (multinational)

Gharbia, Egypt

More than 1000 employees

Agriculture/Fishing/Farming, Energy and Utilities, Engineering Services

N/A

Oct 2009 to Jul 2010 (9 months)
Light Current Systems Engineer at Advanced Integrated Solutions

Experience Details

Light Current Systems Engineer

Installation/Maintenance/Repair, Project/Program Management, Engineering - Telecom/Technology

Entry Level

 Lead the installation of many solutions provided by the company like
 Time Attendance Systems
 Access Control Systems
 Fire Alarm Systems
 Parking Systems
 Security Cameras system
 Anti-theft systems


Company Details

Advanced Integrated Solutions

Cairo, Egypt

51-100 employees

Telecommunications

N/A

May 2009 to Sep 2009 (4 months)
IT Section Head at Mubarak Military International Hospital

Experience Details

IT Section Head

Engineering - Telecom/Technology

Manager

 Manage the information system department day to day operations
 Manage the documentation process of the department
 Ensure of the service quality provided to the hospital IT users
 Lead the improvement of the IT department personnel abilities
 Prepare the annual requirements plane for the IT department and discuss with the top management
 Control the assets movement according to the Information technology conduct instructions


Company Details

Mubarak Military International Hospital

Egypt

101-500 employees

Healthcare and Medical Services, Military

N/A

Apr 2008 to Apr 2009 (1 year)
IT Infrastructure Engineer at MMC Center

Experience Details

IT Infrastructure Engineer

Project/Program Management, Engineering - Telecom/Technology

Entry Level

 Work with Boze Allen Hamelton team in the migration process from win server 2000 to win server 2003 for more than 200 servers
 Manage the initial design of 13 sites for the physical Network
 Work with the center team to earn the CMMI certificate
 Work for 2 days per the week as a help desk agent and manage the coming calls till its resolution
 Draw the layout of the network of more than 150 sites
 Perform the in house maintenance tasks of the defected HW (Servers , UPS devices and work stations)


Company Details

MMC Center

Cairo, Egypt

More than 1000 employees

Computer Networking , Computer Software, Military

N/A

Oct 2007 to Apr 2008 (6 months)
Technical Support - ICDL Instructor - Network basics Instructor at Information Technology Institute

Experience Details

Technical Support - ICDL Instructor - Network basics Instructor

Operations/Management, IT/Software Development, Engineering - Telecom/Technology

Entry Level

 Work as ICDL instructor (Information technology and MS word)
 Work as on call technical support engineer in the night shifts
 Perform the preventive maintenance for the institute hard ware on monthly biases
 Optical fiber installation and maintenance


Company Details

Information Technology Institute

Cairo, Egypt

101-500 employees

Education

N/A

Jul 2007 to Oct 2007 (3 months)

Achievements


Delta Region OS upgrade to windows 7 with 0% of data lose Build the Delta area CMDB until reaching 100% accuracy Successfull turnover from the ordinary technical support to the centralized one

Education

BSc in Electronic Engineering

Education Details

BSc

Electronic Engineering, Communications Engineering, Computer Engineering

Faculty of Electronic Engineering, Menoufia University, Egypt

Not specified

Communications Engineering Control Engineering Electrical Engineering Computer Engineering Data Management Data Communication Advanced Networks

N/A

Faculty of Electronic Engineering, Menoufia University
2000 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

ALKORASHIA

Egypt

1999

A / Excellent / 85 -100%

N/A

ALKORASHIA
1999

Certifications

ITIL Foundation
Apr 2012

Certificate details

ITIL Foundation

Apr 2012

98% out of 100%

N/A

N/A

Exin

IT Service Management

Certificate details

PRINCE2 Practitioner

Mar 2016

N/A

https://www.axelos.com/successful-candidates-register

03969328-01-NX4J

APMG International & Axelos

Practitioner level in project Management
Projects in controlled environment

Training and Courses

Training/Course Details

Preparing for audits

Jul 2013

PepsiCo Univeristy

N/A

Training/Course Details

Risk Assessment

Sep 2015

PepsiCo Univeristy

N/A

Training/Course Details

ITIL practitioner -Service desk metrics and outsourcing

Jan 2017

PepsiCo Univeristy

N/A

Training/Course Details

Stress Management - stress on the job

Jan 2015

Mind-Leaders - American Chamber

N/A

Training/Course Details

Time Management for maximum Productivity

Jan 2015

Mind-Leaders - American Chamber

N/A

Training/Course Details

Management Fundamentals

Jan 2015

Mind-Leaders - American Chamber

N/A

Training/Course Details

BIS- Follow the Rules

Apr 2014

PepsiCo Univeristy

N/A

Training/Course Details

Introduction to Business Analysis and essential competencies

Sep 2015

PepsiCo Univeristy

N/A

Training/Course Details

CISSP Security Professional - Access Control Systems

Jan 2015

Mind-Leaders - American Chamber

N/A

Training/Course Details

Influencing Others to Act

May 2016

PepsiCo Sales College

N/A

Training/Course Details

Working In A managed Services Environment

Mar 2016

PepsiCo Univeristy

N/A

Training/Course Details

Functions of Front Line Management

Jan 2015

Mind-Leaders - American Chamber

N/A

Training/Course Details

ITIL 2011 -OSA - Incident Management - Interactions

Jan 2017

PepsiCo Univeristy

N/A

Training/Course Details

ITIL 2011 - OSA - Operational support and Analysis

Jan 2017

PepsiCo Univeristy

N/A

This profile is fresh!
Last update 11 days ago.

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Profile Skills and Keywords

AgricultureAnalyticalArabicBIS- Follow The RulesBusiness PlanningBusiness-orientedCCTVCISSP Security Professional - Access Control SystemsChange ManagementCommunications EngineeringComputer EngineeringComputer NetworkingComputer SoftwareConfiguration ManagementConstruction - Industrial Facilities And InfrastructureCreativeCustomer ServiceCustomer-orientedEducationElectronic EngineeringEnergy And UtilitiesEngineering ServicesEnglishFMCGFarmingFishingFood And Beverage ProductionFunctions Of Front Line ManagementGermanHealthcare And Medical ServicesITIT Infrastructure EngineerIT PlanningIT Section HeadIT Service ManagementITILITIL 2011 -OSA - Incident Management - InteractionsITIL 2011 - OSA - Operational Support And AnalysisITIL FoundationITIL Practitioner -Service Desk Metrics And OutsourcingITSMIncident ManagementInfluencing Others To ActInformation Technology ServicesInstallationIntroduction To Business Analysis And Essential CompetenciesLeaderLight CurrentLight Current Systems EngineerMaintenanceManagementManagement FundamentalsMicrosoft OfficeMicrosoft WindowsMilitaryOraclePRINCE2PRINCE2 PractitionerPepsiCoPreparing For AuditsProblem ManagementProcess EnhancementProgram ManagementProjectProject ManagementRepairRisk AssessmentSAPSenior Service Delivery AnalystService DeskSoftware DevelopmentStress Management - Stress On The JobSupportTanta MotorsTechnical SupportTechnical Support - ICDL Instructor - Network Basics InstructorTechnical Support SupervisorTelecommunicationsTime Management For Maximum ProductivityWindows Server 2008Working In A Managed Services Environment

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Advanced

: Advanced

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

ITSM

ITSM

: Expert

: Extreme - I love it!

:

More than 7 years

Project Management

Project Management

: Expert

: Extreme - I love it!

:

5-7 years

PRINCE2

PRINCE2

: Expert

: Extreme - I love it!

:

1-3 years

Service Desk

Service Desk

: Expert

: Extreme - I love it!

:

More than 7 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

More than 7 years

Windows Server 2008

Windows Server 2008

: Advanced

: Extreme - I love it!

:

5-7 years

CCTV

CCTV

: Advanced

: High

:

1-3 years

ITIL

ITIL

: Intermediate

: Extreme - I love it!

:

5-7 years

SAP

SAP

: Intermediate

: Medium

:

5-7 years

Light Current

Light Current

: Intermediate

: High

:

1-3 years

Oracle

Oracle

: Beginner

: Medium

:

5-7 years

Business Planning

Business Planning

: Little knowledge

: High

:

1-3 years

Fields of Expertise

Incident Management

Incident Management

: Expert

: Extreme - I love it!

:

5-7 years

Problem Management

Problem Management

: Expert

: Extreme - I love it!

:

5-7 years

Change Management

Change Management

: Expert

: Extreme - I love it!

:

5-7 years

Configuration Management

Configuration Management

: Expert

: Extreme - I love it!

:

5-7 years

Process enhancement

Process enhancement

: Expert

: Extreme - I love it!

:

5-7 years

Project Management

Project Management

: Expert

: Extreme - I love it!

:

3-5 years

IT Service Management

IT Service Management

: Advanced

: Extreme - I love it!

:

5-7 years

IT Planning

IT Planning

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Business-oriented, Customer-oriented, Creative

Online Presence

https://eg.linkedin.com/in/mohamad-kerah-itil®-prince2®-24886a13

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