khaled Mohamed Abu Hussien

KidZania Cairo

• Infrastructure & End-User Services SupervisorFull Time

  Dec 2013 - Jul 2015 -1 yr, 7 months

  Egypt , Cairo

  • Job Details:Direct report to Technology & Information Systems Manager Major Job Responsibilities:-  Design and Implement Microsoft System Center Service Manager 2012 based on: o Service Desk Management o Incident/Problem/Change/Config Management o Desktop/Laptop/Mobile Devices o Business Relationship Management o EUS Project Delivery  Dealing with MS Service Manager Ticketing System by SharePoint 2013 administration.  Mapping ITIL Change Management process to the features of SCSM  Ability to work collaboratively with business stakeholders, end users to provide maximum business systems up time & performance.  Managing a team of help desk to provide IT design & operational support for all Business IT infrastructures.  Oversee help desk support to ensure that end user problems are resolved in a timely & effective manner, enabling users to access needed information & utilize technology resources effectively.  Communicate effectively with customers & stakeholders to assess support needs, assist in the identification of technology needs, & respond to customer/ users service concerns.  Train & guide support specialists to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick & accurate responses to all end users, while emphasizing a customer / users focused attitude.  Track & analyze support calls & information requests to identify areas of need & create strategies to enhance end-user capacity & end-user reliance on support personnel.  Develop & maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides & support materials.  Measure & report on unit performance via metrics & indicators of service level activity & customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership.  Manage the inventory, support & maintenance of KidZania application’s end user technology assets, including: computers, printers & Applications.  Facilitate equipment, services, & software purchases & implementation, & manage inventory & licensing reconciliation’s. Conduct research & make recommendations on hardware and software products, services.
• MS Systems / Infrastructure administrator Engineer Full Time

  Nov 2012 - Dec 2013 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:Major Job Responsibilities:- • Implement domains network in dealing with windows server 2008 R2 & windows server 2012 with virtualization technology. • Implement and administer Exchange server 2010, SCOM 2008 (System Center operation manager), SCVMM 2008 (SC Virtual machine manager), SCCM 2012 (SC Configuration Manager) SCDPM 2008 (SC Data Protection Manager), Fortigate 300 & 80 CC and Lync server 2010. • Install new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, Dell storage, etc. in accordance with standards and project/operational requirements. • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs. • Audio and Video Technology Administration. • Managed, administer & monitor Cisco VOIP Call Manager, Cisco Wireless controller, CCTV system, Cisco LMS. • Develop documentation, SOPs, policies, including user guides. • Develop the help desk process to ensure excellent speedy users service.