Basic Info

Ramy Khelousy

More than 15 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

IT Senior Service Manager at Summit Technology Solutions, Orascom Joint Venture

Experience Details

IT Senior Service Manager

Operations/Management, Project/Program Management, Customer Service/Support

Manager

Function: Service /Program Management Jun 2011 – Present
 Responsible of IT Operation Service, Support, Implementation, Program & Projects Delivery Teams
 Control IT budget & review training plan based on BU objectives, to achieve Customer Satisfaction
 Build, manage and coach cross-functional, multi-functional, high performance, high quality of service, client focus, result oriented & profitable TEAMs
 Responsible of vendor management, selection, contract negotiation, cost & vendors’ service delivery
 Manage Service Contracts scope of work & SLA, and monitor contracted commitment
 Develop & Audit Process, Procedure, Regulations (IT infrastructure, Backup, Security, Mail, etc.)
 Research New Technology & Applications to achieve organization goals, strategy, practice & objectives
 Ensure effective allocation of resources (schedule, money, equipment, staff, etc.) required to projects
 Review Projects’ Plans & Scope of work with assigned operation/ project team & Stakeholders
 Monitor & secure acceptance and approval of deliverables from the Project Stakeholders
 Ensure & monitor projects communication, including status reporting, risk management & escalation
 Monitor progress of projects and make actions as necessary to ensure successful completion
 Ensure operation & projects are delivered in budget, on schedule; & quality scope of work is completed
 Regular review of work quality & projects’ plans with operation/project teams to ensure commitment
 Plan & monthly review Business Unit P/L sheet: Plan, Budget, Revenue, GM, year to date & Outlook


Company Details

Summit Technology Solutions, Orascom Joint Venture (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services, Management Consulting

N/A

Jun 2011 to present (6 years 2 months)
Service Operation Manager at Summit Technology Solutions, Orascom Joint Venture

Experience Details

Service Operation Manager

Customer Service/Support

Manager

 Manage technical support operations & project teams, to achieve high quality of service
 Coaching technical teams to achieve OLA, SLA, response time, fix, repair time & downtime
 Ensure engineers proper tools, training, certification plan, KPI’s, appraisal, satisfaction & commitment
 Responsible of front line & customer facing for services’ escalations management
 Prepare contracts & enhanced warranty (cost & SLA), review quotations improve customer satisfaction by providing right (SLA), follows up customer complaints, asset management & spare stock control
 Ensure quality of service and satisfaction of a client’s managed service commitment
 Provide & review state of the art new technologies & solutions with pre-sales team
 Provide customers with upgrades technical consultation, new solutions & latest technologies
 Execute & monitor business reports & take necessity actions to ensure business profitability


Company Details

Summit Technology Solutions, Orascom Joint Venture (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services, Management Consulting

N/A

Aug 2007 to May 2011 (3 years 9 months)
Unix & Linux Team Leader at Summit Technology Solutions, Orascom Joint Venture

Experience Details

Unix & Linux Team Leader

Operations/Management, Customer Service/Support, Project/Program Management

Manager

HP-UX & Servers:
Installation of HP-UX 10.x & 11.X
Reconfigure the Kernel.
Installation & remove Software Products.
Adjust Kernel Parameters; add new Patches & other tasks required for Application Installation (Oracle, Sybase & Informix).
Customize the System & User environments.
Manage Logical Volumes using HP-UX Commands or SAM.
Create a root Volume Group & root Logical Volume.
Back up & restore Volume Group Configuration.
Troubleshoot LVM Problems.
Create, mount & troubleshoot file systems problems.
Resolve disk space problems.
Configuration of Dump & Primary Swap Area.
Create PV Links (Alternate Links).
Create, Synchronize, modify & troubleshoot of Mirrored Logical Volume.
Move a Mirrored Logical Volume from one disk to another.
Bach up & Restore data using HP-UX commands or SAM.
Initialize, Add, Remove & Troubleshoot Printer in the LP Spooler.
Configure the LP Spooler with Local, Remote & Network Printer.
Start & Stop LP Spooler Scheduler, enable & disable any Printer.
Configurations of NFS file system.
Installation of Ignite S/W & Creating a Recovery tape.
Using Recovery/Support Media to Boot from & troubleshoot the UNIX.
Installation, configuration, Diagnostic & Parts replacement of L, N, RP & RX (Integrity) Entry & Mid range HP Servers.

MC/Service Guard & H.A.:
Halt & Start a Service Guard Cluster.
Apply High Availability Alternate path, (host & array) controllers, cables & FC Hubs Restrictions.
Use of Service Guard information commands.
MC/ Service Guard with LVM Configuration Rules & Restrictions.
Configuration of MC/ Service Guard Product, Functionality & components.
Verify Hardware configuration.
Verify Functionality by Removing LAN Connection.
Installation, configuration & diagnostic of Fiber Channel Cards.


Company Details

Summit Technology Solutions, Orascom Joint Venture (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services, Management Consulting

N/A

Feb 2005 to Jul 2007 (2 years 5 months)
IT Manager at Djazzy

Experience Details

IT Manager

Operations/Management, Customer Service/Support, Project/Program Management

Manager

Managing IT services Teams


Company Details

Djazzy (multinational)

Algeria

501-1000 employees

Management Consulting, Telecommunications

N/A

Aug 2004 to Jan 2005 (5 months)
UNIX & H. A. Team Consultant at Orascom Technology Solutions

Experience Details

UNIX & H. A. Team Consultant

Customer Service/Support, Installation/Maintenance/Repair, IT/Software Development

Experienced (Non-Manager)

Responsible of UNIX & H. A. Team Consultation duties

***Technical Experience

• HP-UX & Servers:
Installation of HP-UX 10.x & 11.X
Reconfigure the Kernel.
Adjust Kernel Parameters; add new Patches & other tasks required for Application Installation (Oracle, Sybase & Informix).
Manage Logical Volumes using HP-UX Commands or SAM.
Create a root Volume Group & root Logical Volume.
Back up & restore Volume Group Configuration.
Troubleshoot LVM Problems.
Create, mount & troubleshoot file systems problems.
Resolve disk space problems.
Configuration of Dump & Primary Swap Area.
Create, Synchronize, modify & troubleshoot of Mirrored Logical Volume.
Move a Mirrored Logical Volume from one disk to another.
Configurations of NFS file system.
Installation of Ignite S/W & Creating a Recovery tape.
Using Recovery/Support Media to Boot from & troubleshoot the UNIX.
Installation, configuration, Diagnostic & Parts replacement of L, N, RP & RX (Integrity) Entry, Mid-range & High End HP Servers.

• MC/Service Guard & H.A.
Halt & Start a Service Guard Cluster.
Apply High Availability Alternate path, (host & array) controllers, cables & FC Hubs Restrictions.
Use of Service Guard information commands.
MC/ Service Guard with LVM Configuration Rules & Restrictions.
Configuration of MC/ Service Guard Product, Functionality & components.
Verify Hardware configuration.
Verify Functionality by Removing LAN Connection.
Installation, configuration & diagnostic of Fiber Channel Cards.

• Networking:
Installation & Configuration of multi network cards for HP 9000.
Troubleshoot & Start / Stop Networking without rebooting system.
Transfer file or directories between systems.
Use of network configuration Commands, Files & daemons.
Configure a network using Subnet mask, Gateway & IP without SAM.
Ability to set up, configure & diagnostic of Network components.

• Storage Solutions:
Using of RAID 0, 1, 0/1, 1/0, 3 & 5.
Resolve of Fiber Channel problems.
Configuration & troubleshooting of HP Auto Raid Disk Array.
Configuration & troubleshooting of HP FC60 Disk Array.
Monitor & Start/Stop of Auto Raid Disk Array Daemons.
Monitor & Start/Stop of FC60 Disk Array Daemons.
Firmware Upgrade of Controllers & Disks for FC60 Disk Array.
Create Volume Group Alternate Links.
Configuration & troubleshooting of DLT Tape Library.
Knowledge of SAN & VA Disk Arrays Technology.


Company Details

Orascom Technology Solutions

Cairo, Egypt

501-1000 employees

Information Technology Services

N/A

Apr 2004 to Jul 1999
Digital & Applied Imaging Specialist at Kodak EGYPT S.A.E.

Experience Details

Digital & Applied Imaging Specialist

Customer Service/Support, IT/Software Development

Experienced (Non-Manager)

Responsible of Digital & Applied Imaging Specialist duties


Company Details

Kodak EGYPT S.A.E.

Cairo, Egypt

101-500 employees

Consumer Services , Information Technology Services

N/A

May 1996 to Jun 1999 (3 years 1 month)
Technical Support Engineer at Orascom Technology Systems

Experience Details

Technical Support Engineer

Customer Service/Support

Entry Level

Responsible of Technical Support Engineer duties


Company Details

Orascom Technology Systems

Cairo, Egypt

101-500 employees

Information Technology Services

N/A

Jan 1995 to Apr 1996 (1 year 3 months)

Education

Bachelor's Degree in Electronics Engineering

Education Details

Bachelor's Degree

Electronics Engineering

Higher Technological Institute 10th of ramadan city, Egypt

B / Very Good / 75 - 85%

Electronics Engineering Computer Engineering

N/A

Higher Technological Institute 10th of ramadan city
1989 - 1994
High School - Thanaweya Amma

High School Details

Thanaweya Amma

TABARY ROXY SCHOOL

Egypt

1989

A / Excellent / 85 -100%

N/A

TABARY ROXY SCHOOL
1989

Certifications

Certificate details

HP High Availability MC/Service Guard Certified

May 2010

N/A

N/A

N/A

HP (HP/Geneva, Swiss)

HP High Availability MC/Service Guard Certified.(HP/Geneva, Swiss)

Certificate details

HP AIS – Open View Operations Certified

Jun 2011

N/A

N/A

N/A

HP Dubai, UAE

HP AIS – Open View Operations Certified

Certificate details

HP-UX Multi-User Certified

May 2009

N/A

N/A

N/A

HP Geneva, Swiss

N/A

Certificate details

HP UNIX 10.x/11.x Certified

Sep 2008

N/A

N/A

N/A

HP Lyon, France

HP UNIX 10.x/11.x Certified

Training and Courses

Training/Course Details

HP High Availability MC/Service Guard Training. (HP/Lyon, France)

Apr 2011

HP

Trainings:  HP High Availability MC/Service Guard Training. (HP/Lyon, France)  HP Open View HPSW Operation I Training. (HP/Dubai, UAE)  HP Open View HPSW Operation II Training. HP/Dubai, UAE)  HP Fiber Channel & SCSI Disk Arrays Training. (HP/Lyon, France)  HP UNIX System Support Training. (HP/Lyon, France)  HP Network Fundamentals Training. (HP/Lyon, France)  HP K-series Systems Certification Exam. (Sylvan Prometric)  HP NOVA, D & E Systems Certification Exam. (Sylvan Prometric)

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBackupBusiness ManagementBusiness-orientedChessClusteringConsumer ServicesCustomer ServiceCustomer-orientedDatabaseDigital & Applied Imaging SpecialistDjazzyElectronics EngineeringEnglishHP AIS Open View Operations CertifiedHP High Availability MC/Service Guard CertifiedHP High Availability MC/Service Guard Training. (HP/Lyon, France)HP UNIX 10.x/11.x CertifiedHP-UX Multi-User CertifiedHelp PeopleHonestyITIT InfrastructureIT ManagementIT ManagerIT Senior Service ManagerITILInformation Technology ServicesInitiativeInstallationLeaderMaintenanceManagementManagement ConsultingMicrosoftProgram ManagementProjectProject ManagementRepairServersService ManagementService Operation ManagerSoftware DevelopmentStorageSummit Technology Solutions, Orascom Joint VentureSupportTeam PlayerTechnical Support EngineerTelecommunicationsTennisUNIX & H. A. Team ConsultantUnixUnix & Linux Team Leader

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Unix

Unix

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft

Microsoft

: Expert

: Extreme - I love it!

:

More than 7 years

Storage

Storage

: Expert

: Extreme - I love it!

:

More than 7 years

Clustering

Clustering

: Expert

: Extreme - I love it!

:

More than 7 years

Servers

Servers

: Expert

: Extreme - I love it!

:

More than 7 years

IT Infrastructure

IT Infrastructure

: Expert

: Extreme - I love it!

:

More than 7 years

Backup

Backup

: Advanced

: Extreme - I love it!

:

More than 7 years

Project Management

Project Management

: Advanced

: Extreme - I love it!

:

More than 7 years

ITIL

ITIL

: Advanced

: Extreme - I love it!

:

3-5 years

Database

Database

: Intermediate

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Program Management

Program Management

: Advanced

: High

:

3-5 years

Business Management

Business Management

: Advanced

: High

:

3-5 years

Service Management

Service Management

: Advanced

: High

:

More than 7 years

Project Management

Project Management

: Advanced

: High

:

5-7 years

IT Management

IT Management

: Advanced

: High

:

5-7 years

Key Skills

Leader, Business-oriented, Customer-oriented, Initiative, Team Player

Online Presence

https://www.linkedin.com/profile/view?id=AAIAABfsz5oBMHmm7R1NoAVP6pO1BuWSbACV3hs&trk=nav_responsive_tab_profile

Ramy is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Ramy's full profile and find more great talent and professionals to join your team.