Ibrahim F. ALSharkawy

Infrastructure ArchitectFull Time

• Job Details:Corplease Financial Leasing S.A.E (Smart Village) Sep 2011- August 2015 Infrastructure Architect Duties:  Technology department incident manager and coordinator  Infrastructure Startup stakeholder in New Branches till Successful Operation.  Project management from startup to delivery.  Purchasing and IT Procurement.  Managing SLA's, Contracts, Licenses, etc...  Disaster Recovery  Routing/Switching/Voice/Security/LAN/VPN  Information Security Assessment, intrusion prevention and detection analysis.  Penetration Testing  Vendor relation maintenance and market survey for the best in delivery for The Products the Environment is most interested in.  Awareness of all departments’ duties and work cycle to facilitate the best aid in automating their work. Milestones:  Global Network Health Monitoring With automated failure emails.  High availability WAN links with 3G backup  Periodic security awareness sessions to staff to insure employees are aware of the security risks that they can be exposed to.  Help desk ticketing system with an escalation matrix.  Automation of networks equipment backup procedure.  Change management procedure manual  All procedures for the current implementations are documented in a clear step by step industry standard manual as well as a clear infrastructure diagram.  Secure VPN remote office connection to employees.  Infrastructure renovation and opening of 5 branches inside Egypt.  Disaster recovery planning, implementation and testing.  Protection system on all employees’ laptops to protect company data in case of theft.

Acting as the Head of Service Desk DepartmentFull Time

• Job Details:AL-Yaum Media House KSA (Cairo Office) Mar 2011- Sep 2011 Head of Helpdesk Unit in Cairo Serving over 1200 employees in one of the major daily newspapers in KSA Duties:  Interviewing, recruiting and managing a team of Helpdesk agents  Creating Helpdesk management Platform software configuration and maintenance (Manage Engine Service Desk Plus)  Respond to employee calls on Helpdesk short number and record their incident in the helpdesk portal.  Solve employee incidents via remote tools if possible; escalate to first line Support team in Dammam KSA if not applicable to be fixed remotely.  Using “Active Directory Users & Computers” Console to unlock/ edit/ add/ delete Users Account.  Generate Symptom Reports to IT Department heads in order to perform preventive maintenance and early discovery of potential problems Milestones:  Saving a lot of downtime due to the efficient usage of available resources that is not wasted on small yet time wasting requests  Built a well-structured helpdesk unit that had the highest ratings by users in terms of commitment, process punctuality and service quality.  Creating Helpdesk escalation matrix, Standard troubleshooting steps documentations and help videos.  Started Knowledge base portal for common problems for both users and technicians  Creating KPi criteria for agents.   Creating the helpdesk main server that hosts the Service desk software which is fully configured from scratch and documenting backup procedure for its database.