Mahmoud Aly Email & Phone Number

Egypt

Egypt

• Make an excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.• Control and Manage Assets (Receiving, Delivering, Scrabs, Movements, Depreciation, etc..).. Do regular Assets Inventories.• Plan and manage assets according to the departmental needs and work to minimize risks.• Responsible for the Construction… Show more • Make an excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.• Control and Manage Assets (Receiving, Delivering, Scrabs, Movements, Depreciation, etc..).. Do regular Assets Inventories.• Plan and manage assets according to the departmental needs and work to minimize risks.• Responsible for the Construction and installation of different assets.• Create and maintain an asset inventory list with dates of needed updates and inspections.• Determining the feasibility of asset acquisition and presenting supporting documentation.• Responsible for the implementation, negotiation and monitoring of assets.• Communicate to both technical and management contacts.• Build strong relationships with customers and 3rd party vendors.• Supervise the Help desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.• Help Desk support for up to 250-300 users. Ensure that staff provides timely and considerate customer service to end users by fielding Help desk calls and resolving technical issues. Assist all office staff, both in person and via the phone.• Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PCs & Laptops specific Issues/Troubleshooting.• Coordinates with Incident Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Problem Management process• Proactively identified and led service projects to improve service performance and efficiency, project implementations and support, reviewed the quality of current IT services, introduced necessary measures to enhance service deliveries. Monitored service level performance and addressed user satisfaction gaps/ issues. Show less

Egypt

• Responsible for the identification and implementation of the governance, risk and complianceRequirements for the Service Desk environment in particular alignment with ITIL.• Handling IT processes and Procedures such as IT Internal Auditor (IIT) for the Department and work process Between our IT Sections.• Able to maintain a methodical and logical approach to problem solving even when under pressure.• Ensure process, procedure and work instruction documentation for… Show more • Responsible for the identification and implementation of the governance, risk and complianceRequirements for the Service Desk environment in particular alignment with ITIL.• Handling IT processes and Procedures such as IT Internal Auditor (IIT) for the Department and work process Between our IT Sections.• Able to maintain a methodical and logical approach to problem solving even when under pressure.• Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date.• Ensures Problems are properly identified, classified and logged by Problem Analysts.• Understand the company's organization and develop relationships to provide value-added solutions and best-practices.• Research, recommend, manage and participate in implementing any required IT standards, controls or policies and procedures.• Identify gaps in the effectiveness of the implemented IT controls, and identify opportunities for enhancements.• Participate in any project-related work to address Technologies compliance as mandated.• Creates any required templates and standards to be adopted by the IT.• Knowledge of audit procedures, including planning, techniques, test and sampling methods involved in conducting audits.• Make recommendations on the systems and procedures being reviewed, report on the findings and recommendations and monitor management's response and implementation.• Plan, organize and carry out the internal audit function including the preparation of an audit plan which fulfills the responsibility of the department, scheduling and assigning work and estimating resource needs.• Coordinate coverage with the external auditors and ensure that each party is not only aware of the other's work but also well briefed on areas of concern.• Handling processes such as Quality Management Automotive (QMA) for the Company and work process for our IT department with different Departments. Show less

• Monitored day-end system performance reports for anomalies, and effected immediate remedial measures, ascertained smooth operation of LAN/ WAN networks and provided maximum performance and availability for users.• Troubleshot system performance issues, repaired, maintained hardware, software, and peripherals, managed IT requirements including business data feeds and software’s.• Ensured operating system software is properly installed, tested, and tuned to maximize operating… Show more • Monitored day-end system performance reports for anomalies, and effected immediate remedial measures, ascertained smooth operation of LAN/ WAN networks and provided maximum performance and availability for users.• Troubleshot system performance issues, repaired, maintained hardware, software, and peripherals, managed IT requirements including business data feeds and software’s.• Ensured operating system software is properly installed, tested, and tuned to maximize operating efficiency. Provided advanced first and second level technical support for technology infrastructure and staff issues/ requests.• Proactively identified and led service projects to improve service performance and efficiency, project implementations and support, reviewed the quality of current IT services, introduced necessary measures to enhance service deliveries. Monitored service level performance and addressed user satisfaction gaps/ issues.• Maintained data security and integrity by developing system access standards and procedures, evaluated adequacy of controls and security measures, conducted virus avoidance procedures. Show less