Basic Info

Ahmed abdelghany

9 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior IT Specialist at Stream Global Services

Experience Details

Senior IT Specialist

IT/Software Development

Experienced (Non-Manager)

CAREER SUMMARY
IT professional recognized for being a valued business partner in diverse environments with
Particular experience and expertise in the following:
1- Network administrations & Maintenance
2- Server Monitoring
3- Internet Communications
4- E-mails and users creation
5- Hardware /Software installations & Configuration
6- Trouble shooting activities
7- Systems upgrade
8- Vendor / Inventory Management
9- Software licenses
10- Switches administration.
11- Backup and restore operations.
12- VLANS & routers administration.


Company Details

Stream Global Services (multinational)

Giza, Egypt

More than 1000 employees

Information Technology Services, Consumer Services

N/A

Jun 2011 to present (6 years 7 months)
Senior IT help desk supervisor at Convergys

Experience Details

Senior IT help desk supervisor

Customer Service/Support

Experienced (Non-Manager)

March 2013 - Present Senior Help Desk Supervisor– Convergys Egypt

• Supervising Team of 5 IT specialists supporting 1700 users divided out into 2 operational Telecommunication sites in all IT infrastructure and helpdesk local responsibilities.
• Determining service level requirements, negotiates, agrees new service levels & work with Service Development teams to incorporate within SLAs.
• Ensuring that service delivery staff have clarity on Operation Level Agreements (OLAs) containing Key Performance Indicators (KPIs).
• Configuring Avaya/Nortel soft and hard phones.
• Changing VLAN on Cisco switches and checking relevant Routers configuration.
• Managing Site’s compliance audits covering Security, system, standard compliance, user access.
• Responsible for the overall functioning and performance of the company’s technical teams, troubleshooting system, network problems, Exchange emails creation and maintaining records of software licenses.
• Deployment of ITIL standards in creating Firewall Business Rules, Request for changes (Servers – Account GPO’s, DHCP, Network and Service desk ticketing system).
• Creating DHCP scopes, testing and troubleshooting for new projects\Voice scopes.
• SCCM Package & USI image creation & troubleshooting globally for all Convergys sites and scheduling tasks for deployment according to the change-needed.
• Periodic auditing and inspecting Company’s Network sites to ensure the physical conditions compliance with pre-defined standards.
• Acting as a point of contact for all vendors including data carriers and software/Hardware companies.
• Managing stocks of equipment & consumables i.e.: Laptops, Mobiles Phones, USB, Crypto cards etc.., supervises the ordering and inventory of spare parts.
• Developing plans and training on large-scale deployment of new applications, upgrade replacement and maintenance activities.
• Responsible to update the public knowledge base and guide of IT department.
• Integrate change management activities into project plans.
• Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to Team members.
• Prepare and submit performance reports.


Company Details

Convergys (multinational)

Giza, Egypt

More than 1000 employees

Information Technology Services

convergys.com

Jun 2013 to present (4 years 7 months)
IT support Engineer at Xceed Contact Centrer

Experience Details

IT support Engineer

IT/Software Development

Entry Level

Xceed Contact Centre is operat


Company Details

Xceed Contact Centrer

Giza, Egypt

N/A

Information Technology Services

N/A

May 2009 to Jan 2011 (1 year 8 months)
IT support at Industrial development authority

Experience Details

IT support

IT/Software Development

Entry Level

work on IT issues , tickets , vendors maintenance , coaching new team members , running audits on the departments PCs.


Company Details

Industrial development authority

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Sep 2008 to Oct 2009 (1 year 1 month)

Education

Information system in information system

Education Details

Information system

information system

Modern Academy, Egypt

C / Good / 65 - 75%

information technology

N/A

Modern Academy
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

horreya language school

Egypt

2003

C / Good / 65 - 75%

N/A

horreya language school
2003

Certifications

Certificate details

system center & hyper V

Jan 2014

98 out of 100

N/A

N/A

Microsoft

N/A

MCP
Jan 2010

Certificate details

MCP

Jan 2010

90 out of 100

N/A

N/A

Microsoft

N/A

Certificate details

ITIL Foundation V3

May 2015

100 out of 100

N/A

N/A

ITIL

N/A

Training and Courses

Training/Course Details

MCITP , MCSE , CCNA , MCP ,Windows 7

Jan 2009

YAT , Horizon ,Cairo university

N/A

Jobseeker photo

Profile Skills and Keywords

ArabicConsumer ServicesConvergysCustomer ServiceEnglishExchnageITIT SupportIT Support EngineerIT Tester At IBMITIL Foundation V3Information SystemInformation Technology ServicesLotus NotesMCITPMCITP , MCSE , CCNA , MCP ,Windows 7MCPMCSESenior IT Help Desk SupervisorSenior IT SpecialistSoftware DevelopmentStream Global ServicesStream InternationalSupportSystem Center & Hyper VTechnical Analysis At IDATechnical Analysis At Xceed Call Center

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Lotus Notes

Lotus Notes

: Expert

: Extreme - I love it!

:

1-3 years

MCSE

MCSE

: Advanced

: Extreme - I love it!

:

3-5 years

MCITP

MCITP

: Advanced

: Extreme - I love it!

:

3-5 years

Exchnage

Exchnage

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Technical Analysis at Xceed call center

Technical Analysis at Xceed call center

: Expert

: Extreme - I love it!

:

1-3 years

Stream international

Stream international

: Expert

: Extreme - I love it!

:

1-3 years

Technical Analysis at IDA

Technical Analysis at IDA

: Expert

: Extreme - I love it!

:

1-3 years

IT Tester at IBM

IT Tester at IBM

: Advanced

: High

:

Less than 1 year

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