Karim Mustafa

IT Services LeaderFull Time

• Job Details:- Responsible for delivering all services in a timely professional manner. - Providing Monthly and Quarterly reports. - Supervising & assessing all Service Desk members and reporting the performance to IT Service Manager. - Insuring that team members are following the SOPs and discussing their feedback openly. - Assuring a smooth replacement & overlapping of Service Desk team. - Arrange for regular team meetings aiming at enhancing the performance and knowledge exchange. - Technical Knowledge transfer. - Making sure all technical issues are documented in a professional manner. - Managing the company assets and updating it regularly. - Providing advice, recommendations, and information concerning network hardware or software requirements. - Assist in testing new applications and provide recommendations before deploying them. - Technical guidance to all the Technical Support team. - Create and manage the knowledge base for the known errors.

Senior Help Desk EngineerFull Time

• Job Details:● Monitor all HelpDesk activities and take the corrective actions if needed. ● Providing guidance to the 1st Tech. Support team. ● Responds to escalated HelpDesk issues. ● Responsible for the full operations of Golden Pyramids Plaza (GPP) offering Information Technology services and support to over 500 users in Head Quarters and shopping center. ● Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. ● Installing, maintaining and troubleshooting Microsoft Windows Operating Systems (Windows XP Professional and Windows 7 Enterprise/Professional). ● Installing, maintaining and troubleshooting Apple Macintosh OS X. ● Installing, maintaining and troubleshooting Microsoft Office 2007 and Microsoft Office 2010. ● Managing AdventNet ManageEngine ServiceDesk ticketing system as follows: logging tickets, creating templates, managing permissions, creating reports and updating the SLA classifications according to business needs.

Service DeskFull Time

• Job Details:-Supporting end-users in PepsiCo plant and 6 PepsiCo branches distributed all over Cairo. -Installing, maintaining and troubleshooting Windows XP Professional and all PepsiCo standard programs. -Installing, maintaining and troubleshooting Microsoft Outlook 2003. -Logging and following up on tickets on HP OpenView. -Supporting end-users in BIS on their Blackberry mobile devices.