Ahmed Ghaleb Email & Phone Number

Egypt

Egypt

Egypt

Egypt

Egypt

•Build the team that will provide Best-in-Class Service•Create an environment of exceptional customer service, technical expertise, productivity, efficiency and quality in staff performance•On-Site Service delivery and service management – manage relationship and hand-offs between On-Site Support and Service Desk. •Ensure all operational and service level agreements (OLAs and SLAs) are met and the service meets the expectations of the customers•Lead the continuous improvement of On-Site Services operations by driving frequent reviews of survey feedback, evaluation of SLA data and deep ticket analysis in order to identify and implement improvement opportunities•Continuously seek and develop innovative solutions to business problems leading the change and adoption of new processes, services and technologies to meet the needs of the business and key stakeholders•Track, maintain, and create key metrics and client satisfaction measures focusing on the continuous improvement of the service•Sponsor and lead special projects related to ensuring successful delivery and support of On-Site Services operations•Develop and maintain partnerships with business leaders and key stakeholders mapping their needs to the end user services being provided by Schneider Digital•Ensure global standards, documentation, and processes for On Site Services operations (ie hardware, escalation, procurement, asset management, etc.) are created, deployed and kept up-to-date•Focus on improving service delivery through effective use of ITIL methodologies, best practice, and industry standards•Create and track key performance indicators, staffing ratios, trends and benchmarks•Create and manage operational budgets for responsible areas. In addition, participate with Cluster IT Manager in planning and managing strategic plans•Create and execute strategic road maps, update the priorities and document staffing/resourcing requirements for current and future needs

In addition to my position as a System Administrator, I have been assigned to be the Service Desk Team Leader with the following responsibilities:• Manage the Service Desk Team to provide first-level technical support• Act as a further escalation point for unresolved or escalated calls • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries • Report to senior managers on any issue that could significantly impact the business • Take overall responsibility for incident management and request fulfillment on the Service Desk • Ensure staff take ownership of user problems and be proactive when dealing with user issues• Ensure all calls are logged in the Service Desk logging system• Supervise the team’s performance in responding to inquiries from clients• Maintain a log of any software or hardware problems detected• Provide necessary training to the team and provide advice to staff when required• Allocate more complex calls to the relevant IT Support member• Arrange for external technical support where problems cannot be resolved in-house

• Provide technical support and application maintenance to provide second-level technical support and problem resolution.• Provide technical support for IT services.• Develop and implement client/server applications in accordance with business requirements• Determine user requirements• Develop and Implement Active Directory Domain Services under both Windows 2003, 2008 and 2012• Manage Microsoft Forefront Threat Management Gateway (TMG) all across Al-Mansour Automotive sites in Dubai, Egypt, Iraq and Libya• Administrate Microsoft Forefront for Microsoft Exchange 2010• Develop and Implement Microsoft Forefront End-Point Security, Microsoft Forefront Unified Access Gateway (UAG), Websene and Blackberry Servers• Administrate System Center Configuration Manager (SCCM)• Administrate file server• Act as a backup for the Administrator of the Data Protection Management (DPM)

• Troubleshooting, Analyzing and problem solving for Windows OS, related applications and peripherals.• End-to-End user support for any IT related problem both software and hardware

Diploma In Business Administration

Bachelor’S Degree, Computer Systems

High School Certificate