Karim Samy Abdallah Ibrahim

Technical Services ConsultantFull Time

• Job Details:BMC Remedy ITSM : • Configuring, testing and documenting BMC IT service management modules (Incident Management, Problem Management,…etc.) • Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure • Maintaining Remedy services availability with high performance • Troubleshooting remedy issues related to ITSM modules • Engagement in stakeholders requirements gathering, understanding and analyzing business requirements in order to configure IT Services Management (ITSM) solutions SAP Business Objects Web Intelligence: 1. Development: • Scheduling reports for customers and business users • Development of existing reports • Working on stakeholders requirements gathering,understanding and business requirements in order to configure required reports 2. Administration: • Managing Users and Groups • Setting Rights on Users, Groups and Objects • Assigning principals to an access control list for an object • Setting rights on a top-level folder in BI platform • Creating, deleting and renewing access level SalesForce • Extracting reports for customers and business owners • Checking & ensuring that all customer contracts have the correct data/status • Managing & troubleshooting Remedy integration issues with SalesForce • Checking for the changes that need to be done for making the business processes effective • Maintaining user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security)

ITSM Professional Services EngineerFull Time

• Job Details:ITSM IBM Control Desk • Implementing & delivering IT Services Management (ITSM) processes using IBM Control Desk solution based on ITIL best practices • Delivering ITSM & ITIL processes technical documentation. • Building scope of work/low level technical scope based on the business requirements. • Providing consultation & support for ITSM solutions portfolio. • Troubleshooting IT Service Management modules (Incident Management, Workflows, Service Level Management...etc.) issues • Engagement in requirements gathering and analysis of Business customers to provide ITSM solutions based on ITIL best practices and business needs • Providing ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders.

IT Service Management Senior AnalystFull Time

• Job Details:HP Service Manager (Micro Focus): • Installing,configuring and testing IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management , Service Level Management & Operational Level Agreement,workflows ) • Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure • Troubleshooting IT Service Management modules (Incident Management, Problem Management, Service Level Management & Operational Level Agreement..etc.) issues • Engagement in requirements gathering and analysis of Business users to provide ITSM solutions based on ITIL best practices