Maged Noshy Roshdy

IT Operations Projects and Security ManagerFull Time

• Job Details:Manage the IT Operations Projects , track , analyze Budget Consumption for whale IT Department , assure that OPCO IT complied with the Security standards Metrics (cascaded from Heineken Central team) through the following:-  Set yearly IT security Plan , to be tracked followed during the year to assure that IT Security keep enhanced  Follow on Central posts regarding Threat Level , and check compliancy on spot , take immediate action , escalate when needed  Compose / Standardize all Policies and Procedures to be complied with ISO 9001/2008 , at the same time these policies and procedures are required to be complied to IT Security standards such like (IT Continuity Plan , IT SLA , IT Local Security policy which cascaded from the Central Policy but Costumed to local requirement) , to assure High Level of IT Service quality.  Initiate, follow track and report all Termination and transfer transactions for users with different IT Teams coordination  Daily physical security check for HQ Data Center  Organize Data Center (how to , Signs , Charts , Emergency plan)  Run HICA (Heineken IT Component Assessment ) project to assess the IT components Vulnerabilities through action plans / continuity plans  Complete IRSA (Information Risk Self-Assessment) twice a year  Run Found Stone Vulnerability scan quarterly and assign tickets for remediation to be done by each IT sub Team  Periodical reporting for Central Team with patching and antivirus update compliancy (Health Check report)  Audit and set Corrective action plan to assess the health check report findings  Audit PARC (Powerful Access Controlled) Matrix, and take immediate corrective actions when needed  Compose and Implement the IT SLA, stakeholders contribution , communication on time , IT team contribution  Follow up IT Budget Consumption during the year , track PR creation and receiving , review and file invoices  Send Follow up Reports stating running projects progress to stakeholders  Conduct an IT Security Awareness program for end users to protect against Social Engineering attacks and protect data confidentiality

Help-desk Team LeaderFull Time

• Job Details:: manage the delivery of IT services by in-house resources or third party suppliers to meet business needs and agreed Service Levels with ABC. Responsible for internal customer satisfaction through managing a top quality IT Helpdesk trough the following :-  Provide Leadership to the first and second level Helpdesk support engineers and one technician ensuring that the team members meet or exceed their goals: Set KPIs, provide performance reports, trend analysis, and report on projects and SLA analysis to the IT manager  Build the yearly Helpdesk/workplace project and support plans as well as the budget associated. Lead the yearly plan and ensure the on-time, on budget, and quality driven solutions of the projects and services  Plan, Prioritize, and execute software and hardware projects (Desktop Environment, O/S Standardization, …etc.)  Set Helpdesk Procedures following ITIL for different cycles in the department: Incident management, Change Management, Configuration Management, and Asset Management  Establish a service level agreement with the ABC employees  Set operational level agreement between the helpdesk and the rest of the IT department  Provide communication link between the service desk and other teams within the department  Implement an incident and asset tracking management system  Manage the Inventory movements for all Hardware including: PCs, UPSes, Printers  Work with other teams to understand the different projects and the impact on the Helpdesk  Establish baseline skills and training requirements for the service desk employees  Provide project level management in the planning, prioritization, analysis, design, development, implementation, documentation, and maintenance of the workplace environment. Ensure that project delivery meets Corporate standards as well as ABC requirements.  Manage risk, issues, and scope changes for the projects/services and escalation as required.  Initiate direct communication with external suppliers. Lead the evaluation, selection, and SLAs established with them.  Establish and maintain operations and business standards, procedures, and best practices for operational excellence  Ensure service monitoring and controls, problems, incidents management, and service management to meet business needs and expectations  Support, advise, assist, guide, and resolve problems for the internal team. Take lead in identifying gaps in support, provide and drive improvement opportunities  Establish baseline skills and training requirements for the different team members  Implement and follow ABC Policies & Procedures (e.g. Hiring, Termination, …etc.)

SR.Helpdesk EngineerFull Time

• Job Details:it was a temp position preparing to takeover the role of help desk leader ,and I was acting as help-desk leader