Islam Osman

Xerox Egypt

• Site Operations SupervisorFull Time

  Nov 2010 - Jun 2022 -11 yrs, 7 months

  Egypt

  • Job Details:• Implement and monitor Xerox solutions for customer, which are in line with customer specification and fit for purpose. • Coordinate with other units to appropriately manage all internal and external resources for service deployment. • Ensures Xerox Services availability and performance are meeting business needs through constant monitoring of all on-site Xerox Services. • Accountable for applications and database proper backup for Xerox machines and disaster recovery procedures in corporations with Xerox systems Infrastructure team. • Analyzes on-site Operations, Services and Applications performance and recommends adjustments to enhance the whole image. • Immediate support on any outstanding calls, priorities issues and ensure customer expectations are exceeded. • Conduct initial and basic root cause analysis on the all received tickets in order to find or recommend permanent solutions for repeated issues or problems
• Site Operations Team LeaderFull Time

  Aug 2008 - Nov 2010 -2 yrs, 3 months

  • Job Details:Identify and resolve customer urgent requests & business issues. • Providing training and technical support for the on-site Xerox operators. • In-depth information of repair and maintenance of Xerox machines, and ability to replace the damaged parts. • Monitoring the daily inquiry to assure they are handling on time. • diagnose and resolve technical hardware and software issues • Appling a full configuration for Xerox machines to meet customer requirements. • Apply\ recommend service solutions\workarounds that meet the Standards of Performance and Statements of Work. • Provides detailed status reports and provide metrics to measure performance for both presented Services and team. • Managing team issues.
• System AdministratorFull Time

  Mar 2008 - Aug 2008 -5 months

  • Job Details:Appling Xerox tracking system “XDM” training sessions to outdoor colleges. • Sound organizational and communication skills. • Monitoring the fleet through Xerox tracking system “XDM” and extracting the reports upon request. • Monitoring Xerox machine's behaviors to find out issues, and scheduled repairs for the damaged parts as necessary. • Setting up Xerox machines for adjusting factors like speed, cartridge ink flow, number of copies before photocopying documents. • Provide a friendly and professional service for end-users.
• OperatorFull Time

  May 2007 - Mar 2008 -10 months

  • Job Details:• Assessed inventory stock to check about blank papers, cartridge ink of the machine, and placed orders with the vendors. • Familiar with reprographics, including reproducing the document content using scanning, Coping, and digital printing through Xerox machines