Basic Info

Mostafa El-Gendy

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

IT Manager / MENA at LC WAIKIKI

Experience Details

IT Manager / MENA

Customer Service/Support, Operations/Management

Manager

IT Manager MENA, LC WAIKIKI
Egypt, Morocco, Iraq, UAE, Oman, Algeria and KSA
Reports Directly to International Retail IT Director

Main Job Objective:
Manages all IT infrastructure , IT teams, change and IT request. Provides single point of contact for requesting a change - submits requests for changes (RFCs) and assembles submission packages and represents business unit or area interests regarding the change being requested. This role starts with the RFC submission to Change management and ends once the Change has been successfully implemented or permanently rejected.
Key Duties:
• The key point of contact for the business leads and functions.
• Responsible for proper collection and management of business demands.
• Lead IT Service delivery in MENA to provide sustainable IT environment for the business.
• Ensure cost-efficiency of provided IT services.
• Grant the quality and availability of the IT services meeting or exceeding the Company standards.
• Enable the deployment of the new IT services and solutions to meet business needs and company’s IT architecture.
• Provide project management on local projects.
• Coordinate IT work and activities within the area of responsibility.
• Prove the standards and processes for providing optimal support level in all locations.
• Ensure adequate Service Level Agreement in support or exceed it.
• Provide efficient two way communication with business proving the IT transparency and awareness of business Regional and Local IT activities.
• Identify and communicate the business needs in accordance with existing process to provide the best response.
• Agree the plans and priorities of functions driven by Domain Functional Specialists with Administrative superior to ensure best matching of IT service to requirements.
• Assess the budget requirements for Division. Provides input for budget planning process
• Coordinate purchasing.
• Monitor the costs related to IT activities within the sphere of responsibility.
• Proactively provide customer input to other IT members to continue constant service improvement; recommend changes in hardware, software and support procedures as appropriate to enhance service.
• Escalate the business needs in accordance with existing process to provide the best response. Make role of facilitator to Business initiatives and global Services.
• Passive & Active LAN equipment configuration and maintenance, monitoring.
• PC & Peripheral equipment Support.


Company Details

LC WAIKIKI (multinational)

Cairo, Egypt

More than 1000 employees

Retail, Apparel and Fashion

http://corporate.lcwaikiki.com/

Jan 2014 to present (2 years 11 months)
IT System Support Specialist at LC WAIKIKI

Experience Details

IT System Support Specialist

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

IT System Support Specialist / Egypt & Morocco, LC WAIKIKI
Main Job Objective:
Day to day operational activities of help-desk support, network administration, and systems

Responsible for:

• Support end-users with IT-related problems in a responsive and service oriented manner.
• To maintain effective relationships with suppliers and end users.
• Manage time and projects effectively.
• Training staff with IT related equipment.
• Maintain hardware maintenance agreements to ensure integrity of operations processes.
• Prepare Hardware check list price quotations for new store openings.
• Maintain and support point of sale and back office systems
• Support new store openings, functionality enhancements and upgrades
• Configure and maintain computers, POS peripherals, handheld terminals and networking equipment in retail stores
• Provide first level support to customers’ requests
• Perform diagnostics of customer issues
• Resolve customer issues by troubleshooting over the phone with customer contacts
• Refer customer issues to upper level support when necessary
• On site diagnose, repair and upgrade hardware or software as necessary
• Ensure accurate documentation of all calls handled
• Perform follow-up call-backs with customers
• Keep up-to-date on all Service Desk processes and troubleshooting procedures


Company Details

LC WAIKIKI (multinational)

Cairo, Egypt

More than 1000 employees

Retail, Apparel and Fashion

http://corporate.lcwaikiki.com/

Mar 2013 to Jan 2014 (10 months)
System Engineer at Kharafi National

Experience Details

System Engineer

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

Main Job Objective:
Design Network Infrastructure For New Projects, Provide Support to Company's End Users by Maintaining Computer Network Integrity, Troubleshooting, Repairing System Faults and Setting Up and Installing Hardware and Software Systems

Responsible for:
• To maintain the network, software and hardware in Head Office and various project locations
• Designing the network infrastructure in various project locations
• To maintain effective relationships with suppliers and end users
• To manage the Help Desk for all end user issues
• To install computer equipment and its peripherals both for full network set-up and for end user work stations
• To maintain an awareness of new developments and technologies in Information Technology
• Setting up Video Conference between Head Office and Various Project Locations
• To maintain telephone network in various project locations.


Company Details

Kharafi National (multinational)

Cairo, Egypt

501-1000 employees

Construction - Industrial Facilities and Infrastructure

www.kharafinational.com

Jan 2011 to Mar 2013 (2 years 2 months)
IT Specialist at Biserve

Experience Details

IT Specialist

IT/Software Development, Tourism/Travel, Customer Service/Support

Entry Level

Responsible for:
•Working in a Team Representing TRAVELPORT and SITA Technical Support in Egypt
•Supported Airline Computer Reservation Systems Of Several Multinational Companies
•Supported Customer’s Software, Hardware and Networking Issues
•Acquired Experience In Facets Of Troubleshooting, Installation And •Maintenance For Various Desktop Operations, Hardware And Software


Company Details

Biserve

Cairo, Egypt

1-10 employees

Information Technology Services, Airlines/Aviation, Information Technology Services

www.biserve.com

Jul 2008 to Jan 2011 (2 years 6 months)

Education

BSc in Computer Science and Information Technology in Computer Science

Education Details

BSc in Computer Science and Information Technology

Computer Science

Akhbar Al-Youm Academy for Engineering, Printing and Press Technology, Egypt

C / Good / 65 - 75%

N/A

N/A

Akhbar Al-Youm Academy for Engineering, Printing and Press Technology
2003 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Integrated Thebes Language School

Egypt

2003

B / Very Good / 75 - 85%

Mathematics

Integrated Thebes Language School
2003

Certifications

Certificate details

SITUATIONAL LEADERSHIP II

Aug 2014

N/A

N/A

N/A

Ken Blanchard

N/A

Training and Courses

MCSE at ITShare
Jul 2010

Training/Course Details

MCSE

Jul 2010

ITShare

N/A

Training/Course Details

Oracle E-Business Suite Financial R12

Jul 2009

Emak Academy

N/A

CCNA at Cisco
Apr 2010

Training/Course Details

CCNA

Apr 2010

Cisco

N/A

This profile is fresh!
Last update 9 days ago.

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Profile Skills and Keywords

AirlinesAndoidApparel And FashionArabicAviationC++CCNACommunicatorComputer GamesComputer ScienceComputer SystemsConstruction - Industrial Facilities And InfrastructureCustomer ServiceDetails-orientedEnglishFoodIOSITIT ManagementIT Manager / MENAIT SpecialistIT System Support SpecialistInformation Technology ServicesKharafi NationalLC WAIKIKILotus NotesMCSEMS Dynamics AXMS Dynamics NAVManagementMicrosoft OfficeMicrosoft OutlookMicrosoft WindowsNetworksOracle E-Business Suite Financial R12OrganizerProblem SolverRetailSITUATIONAL LEADERSHIP IISoftware DevelopmentSupportSupportiveSystem EngineerTMGTechnical SupportTechnologyTourismTravelTraveling

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

3-5 years

MS Dynamics NAV

MS Dynamics NAV

: Intermediate

: Extreme - I love it!

:

1-3 years

TMG

TMG

: Intermediate

: Extreme - I love it!

:

1-3 years

Lotus Notes

Lotus Notes

: Intermediate

: Extreme - I love it!

:

1-3 years

MS Dynamics AX

MS Dynamics AX

: Little knowledge

: Extreme - I love it!

:

Less than 1 year

C++

C++

: Little knowledge

: Little

:

3-5 years

Fields of Expertise

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

More than 7 years

Retail

Retail

: Expert

: Extreme - I love it!

:

3-5 years

Computer Systems

Computer Systems

: Expert

: Extreme - I love it!

:

More than 7 years

IT Management

IT Management

: Advanced

: Extreme - I love it!

:

1-3 years

Networks

Networks

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Communicator, Organizer, Problem Solver, Details-oriented, Supportive

Online Presence

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