Basic Info

Sherif Ahmed

8 years

Giza Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Service Desk Lead at SALEC

Experience Details

Service Desk Lead

IT/Software Development

Manager

• Full implementation and configuration of a new ITSM tool for IT department ( Microsoft System Center Service Manager 2012 )
• Full implementation and configuration of a new ITSM tool for Technical support department ( Service Desk plus Manage Engine MSP )
• Designing new service requesting policy.
• Designing new change management cycle and implement it to our system.
• Monitoring Symantec backup exec.
• Monitoring network utilization and daily usage.
• Administrating SCCM 2012, also deploying and collecting HW\SW inventory and linking with the ITSM.
• Creating and maintaining CMDB by scheduled scan on SCCM and sync with ITSM tool.
• Supporting internal users with their day to day requests and incidents.
• Administrating the Active Directory.
• Managing CISCO CM for creating users’ IP Telephony extension and CISCO Jabber accounts for devices.
• Administrating the self-service portal for both SCSM 2012 and Manage Engine MSP.
• Extracting weekly performance reports.
• Developing company’s policies and procedures such as hiring cycle and service requesting policy.
• Communicating with different types of vendors.
• Achieving the targeted SLA.
• Fulfilling users’ needs and management long term plans by a series of steps.


Company Details

SALEC (multinational)

Cairo, Egypt

N/A

Information Technology Services

N/A

Jun 2016 to present (6 months)
Senior IT Support Engineer at Palm Hills Development

Experience Details

Senior IT Support Engineer

IT/Software Development

Experienced (Non-Manager)

• Acting as escalation engineer to junior support engineers for complex problems/requests.
• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
• Following diagrams and written instructions to repair a fault or set up a system
• Supporting the roll-out of new applications.
• Supporting cell phones issues.
• Setting up new users' accounts and profiles and dealing with password issues
• Responding within agreed time limits to call-outs
• Installing and configuring computer hardware operating systems and applications.
• Responsible for all software license tracking.
• Creating\modifying windows images using Ghost\WinPE\Acronis.
• Applying ITIL best practice to our IT environment.
• Responsible for all hardware tracking (CMDB)
• Communicating with purchasing department and different types of vendors.
• Responsible for the IT process enhancement and development through series of steps.
• Troubleshooting complex technical issues which facing the support team, documenting the solution, and then publishing it.
• Extracting daily performance reports and monitoring day to day operations.
• Being on call and focal point for critical issues and supporting managers\directors.
• Managing IT projects and insuring that delivery time as scheduled.
• Preparing and presenting new technologies and IT policies to users.
• Responsible for IT auditing.
• Searching for new technologies and tools to minimize work effort and enhancing quality of work.
• Spreading team spirit between team members by creating work activities and challenges.


Company Details

Palm Hills Development

Cairo, Egypt

501-1000 employees

Real Estate/Property Management

N/A

Oct 2015 to Jun 2016 (8 months)
Senior Service Desk Engineer at PepsiCo

Experience Details

Senior Service Desk Engineer

IT/Software Development

Experienced (Non-Manager)

• Creating and configuring new user accounts and e-mail accounts.
• Responsible for installation and solving technical issues on any software.
• Solving Network issues.
• Working in an ITIL standard environment.
• Managing sites over the Active Directory.
• Preparing windows images.
• Managing several projects within the SLA, scope, and time frame.
• Connecting to any PC for maintenance on any remote site.
• Creating technical reports.
• Working in a Ticketing system.
• Preparing and presenting new technologies and IT policies to users.
• Communicating with all international teams for support and knowledge exchange.
• Communicating with the SCCM administrators during the Testing phase, and the deployment phase.
• Working with the SCCM team in extracting software\hardware inventory reports.
• Searching for any unknown errors and finding a solution (Root Cause Analysis) then document and publish the solution to all teams.
• Making sure all machines are having group policy applied.
• Solving any issue related to the outlook mail.
• Solving any issue related to virus infection using different tools and Symantec End Point Protection.
• Granting users access to file server, and internet access.
• Solving any issue related to different windows types.
• Responsible for all Assets in all sites.
• Troubleshooting Microsoft Lync 2010 and 2013 issues.
• Responsible for Managing the CIs (Configuration Items), adding any new assets to our system, and applying changes according to latest situation.
• Checking printer issues for parts replacement.
• Dealing with different types of vendors (Network, hardware, and software)
• Preparing technical reports for any Desktop\Laptop\Printer\Scanner replacement.


Company Details

PepsiCo

Egypt

More than 1000 employees

FMCG

N/A

Jan 2012 to Sep 2015 (3 years 8 months)
Technical Support Agent at TE-Data

Experience Details

Technical Support Agent

Installation/Maintenance/Repair, IT/Software Development

Entry Level

• Handling high level technical issues reported by TE-Data customers.
• Checking all utilized centrals related to TE and publishing a daily update.
• Preparing team members KPIs.
• Coaching team members and evaluate their performance.
• Listening to team calls and adding some quality points to discuss in one to one meetings.
• Presenting new quality sessions to the team.
• Maintaining customer satisfaction rate.


Company Details

TE-Data

Egypt

501-1000 employees

Information Technology Services

N/A

Mar 2011 to Dec 2011 (9 months)
IT Officer at Military Factory 56

Experience Details

IT Officer

IT/Software Development

Entry Level

• Managing Network issues.
• Responsible for installation and solving technical issues on any software used by users.
• Giving users information and guides on how to make the best use of their desktops and printers.
• Solving any issue related to different windows types.


Company Details

Military Factory 56

Egypt

51-100 employees

Military

N/A

Jan 2009 to Dec 2010 (1 year 11 months)

Education

Bachelor's Degree in Mecatronics Engineering

Education Details

Bachelor's Degree

Mecatronics Engineering

6th october university, Egypt

C / Good / 65 - 75%

N/A

N/A

6th october university
2003 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El-Orman

Egypt

2003

A / Excellent / 85 -100%

N/A

El-Orman
2003

Certifications

IELTS
Feb 2016

Certificate details

IELTS

Feb 2016

6.5 out of 9

N/A

N/A

British Council

N/A

PMP
Aug 2015

Certificate details

PMP

Aug 2015

N/A

N/A

N/A

Egyptian Engineering Committee

N/A

Certificate details

ITIL Foundation V3

Oct 2014

N/A

N/A

N/A

Global Knowledge

N/A

MCP
Sep 2016

Certificate details

MCP

Sep 2016

N/A

N/A

N/A

N/A

MCSA
Oct 2016

Certificate details

MCSA

Oct 2016

N/A

N/A

N/A

N/A

Certificate details

MCSE Productivity

Oct 2016

N/A

N/A

N/A

N/A

SCSM 2012
Aug 2016

Certificate details

SCSM 2012

Aug 2016

N/A

N/A

N/A

N/A

Training and Courses

CCNA at ITI
Feb 2011

Training/Course Details

CCNA

Feb 2011

ITI

N/A

Training/Course Details

Business Writing

May 2013

PCS

N/A

Training/Course Details

Communication Skills

Apr 2011

Xceed

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBusiness WritingCCNACommunication SkillsCreativeEnglishFMCGIELTSITIT OfficerITIL Foundation V3Information Technology ServicesInitiativeInnovativeInstallationLeaderMCPMCSAMCSE ProductivityMaintenanceMecatronics EngineeringMilitaryOrganizerPMPProperty ManagementReal EstateRepairSALECSCSM 2012Senior IT Support EngineerSenior Service Desk EngineerService Desk LeadSoftware DevelopmentTechnical Support Agent

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Fluent

Fields of Expertise

IT

IT

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Leader, Creative, Initiative, Organizer, Innovative

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