Amr Abdelhameed Abdelrahman

Infrastructure Support ManagerFull Time

• Job Details:Regional IT Manager for Alcon North Africa cluster

IT Service Desk SupervisorFull Time

• Job Details:• Managing first line support daily operations for a number of 22 branches, factory, and HQ Office. • Recruiting, training and supporting Service Desk team members. • Promote and publish Ticketing System Processes and workflow. • Setting team Schedule and operate them through different shifts and sites. • Setting up the IT Knowledgebase and SOP for Service Desk all IT functions. • Setting team’s KPIs and monitors customer satisfaction rate. • Implementing and monitoring all ITSM activities for IT and business functions. • Defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions. • Implement, support and manage mobile devices and MDM solutions.

Senior IT Support EngineerFull Time

• Job Details:• Managing the daily activities of the Helpdesk team members. • Training new members in the helpdesk team and sharing knowledge among entire team. • Developing improvement plans to team members and provide them with the training. • Acting as 2nd line support for the Helpdesk team members. • Measure and monitor Helpdesk team performance level and generating team reports. • Ensuring that day to day customers’ requests/issues being delivered within the agreed SLA. • Monitor all ITSM activities such as Incidents, Service Requests, Changes and Problems. • First line of contact for any outage in Cairo and all sites. • Initial point of escalation for all customers/users’ requests.