Waleed Enany

IT Operations MGMT Expert, ITIL, MBA

6th of October, Giza, Egypt

Citystars Properties

Oct 2010 - Present -14 yrs, 8 months

Egypt , Cairo

Job Details:• Manage all Service Desk activities and take the corrective actions when needed. • Responds to escalated Service Desk issues. • Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. • Develop a Standard Operating Procedure to cover the Service Desk daily operations. • Develop a performance measurements framework. • Driving the knowledge management process. • Maintain a high level of employee morale within the team. • Provides a focus for SLA management and customer satisfaction.

Service Delivery ManagerFull Time
Feb 2009 - Oct 2010 -1 yr, 8 months
Egypt , Cairo
- Job Details:• Responsible for managing all Pfizer projects, departments and teams outsourced through the Business Technology Division in the Middle East Region. • Responsible for the full operations of Pfizer’s Middle East Service Desk offering Information Technology services and support to over 700 users in Egypt and the Middle East. • Trusted with the structuring and creation of Pfizer’s Standard Operating Procedures and Processes while adhering to the ITIL/MOF standard.
HelpDesk Team LeaderFull Time
Sep 2005 - Feb 2009 -3 yrs, 5 months
Egypt , Cairo
- Job Details:• Manage the HelpDesk team in daily operations. • Ensures that work is delegated to the most appropriate personnel. • Monitors and controls the workload of individuals within the team. • Encourages team work, professionalism and customer centric ethos. • Provides regular reporting for service desk statistics. • Assist colleagues with any queries they are unable to attend to. • Continuous monitoring and periodic evaluations of team performance and attendance.

ITIL Foundation
HM Government ·2007
IT Service Management based on ITIL Foundation
Synergy Global Professional Services ·2007