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Ahmed Alhawary

Founder & Technical Head at iTawy Solutions

Giza, Giza, Egypt

Work Experience

  • Service Delivery ManagerFreelance / Project

    Hitachi Energy

    Dec 2022 - Aug 2023 -8 months

    Egypt , Cairo

    • Job Details:Managing the vendors and requested tasks. • Developing and implementing processes for collecting data from clients on their satisfaction with service delivery • Working with staff members to develop new policies or procedures to improve service delivery efficiency • Identifying and analyzing problems in service delivery processes that may hinder the success of other departments within the organization • Coordinating with other departments, such as human resources or finance, to ensure that all necessary information is available for effective decision making • Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction • Leading departmental meetings to discuss customer feedback and identify suitable solutions • Reviewing customer feedback to identify trends or patterns that may require further investigation • Conducting internal audits to ensure that policies are being correctly applied in all cases
  • IT Service Desk Team LeadFull Time

    Microsoft

    Dec 2017 - Mar 2020 -2 yrs, 3 months

    Egypt , Cairo

    • Job Details:• Managing smooth delivery of local and Global IT infra projects, applications, and IT program. • Handling users satisfaction with the offered MS IT services. • Supporting and contributing on the regional IT events outside • Developing new strategies and IT procedures to increase efficiency, also enhancing workflow. • Actively involved in the preparation, conception, realization, and Go Live implementation projects • Assisting in defining the scope of a project/opportunities, estimating efforts and project timelines • Handling and tracking department inventory to ensure resources are available for organization. • Enabling business productivity through driving the Work-Smart training program for MS products. • Handling POs from request to delivery follow-up. • Submitting regular reports to management and seek new ideas and strategies to improve performance at the center. • Analyzing business processes including root cause analysis and technical performance optimization • Engage and captivate the interest of high-quality candidates and convert those candidates into hires
  • IT SupervisorFull Time

    intermark

    Jun 2016 - Dec 2017 -1 yr, 6 months

    Egypt , Cairo

    • Job Details:• Server and data management support and manage the day to day operations of assigned staff. • Research new hardware and software products for procurement. • Monitor user requests and system issues. • Create reports and provide a means to verify the integrity of existing infrastructure. • Selecting staff and providing work assignments • Directing the work of information technology personnel, setting priorities and coordinating their activities • Evaluating and verifying employee performances through performance evaluation techniques • Identifying and ensuring staff development programs • Determining system reload and backup procedures for database and critical applications • Monitoring and maintaining all systems • Coordinating local and remote network equipment testing. • Equipment repair, repair for remedy failures, cable replacement and repair, replacement of information technology components • Preparing and installing network software • Diagnosing and resolving problems with malfunctioning components • Maintaining data communication networks
  • Solution SpecialistFull Time

    Qtopia Solutions

    Apr 2015 - Sep 2015 -5 months

    Egypt , Cairo

    • Job Details:• Acts as 1st level support for business solutions. • Acts as part of the deployment, customization and testing of new solutions. • Takes ownership of system issues until fully resolved and tested. • Gathers information needed for requirements documentation. • Produces testing scripts based on application functionalities. • Drives UAT process. • Identifies and analyzes business and technical needs.
  • Education

    • BSc in Electrical and Electronics Engineering

      Akhbar El Youm Academy

      Jan 2008 - Jan 2012 - 4 yr

    • High School - Thanaweya Amma

      Elorman Schools

      Jan 2006 

    Activities

    • Instructor at Resala charity organization

      Volunteering

      Nov 2012 - Apr 2016 -3 yrs, 5 months

    Skills

    • Information Technology (IT)
    • Windows Administration
    • IT Infrastructure
    • AntiVirus
    • VPN
    • Windows Server
    • Microsoft Office
    • Sophos XG
    • Active Directory
    • System Administration
    View More

    Languages

    • English

      Advanced
    • German

      Beginner

    Training & Certifications

    • RHCSA

      Self study·2016
    • Intelaqa training for Entrepreneurs

      Shell·2014
    • Microsoft System Administrating

      Resala Charity·2014
    • Microsoft Exchange 2013 Administrating

      Self study·2013
    • Mobile Package

      SGEC Egypt·2013
    • Microsoft Forefront TMG 2010 Enterprise Administrating

      Self study·2012
    • WebDevelop

      CompuTEK·2012
    • WebDeveloper (PHP & MySQL)

      CompuTek·2012
    • CCNA

      Telecom Egypt·2011
    • CCNA Exploration

      Telecom Egypt·2011
    • ICDL V4

      ECDL·2008
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