Ahmed Essam Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Responsibilities:• Provide subject matter expertise on the configuration of SOTI MobiControl Mobile Device Management software to meet project deliverables, which include activities such as software installation, application configuration, testing and troubleshooting. • Undertake Discovery Calls with customers to gather requirements for Work Orders.• Complete Scope of Work documents details detailing the works agreed with customers and recommending necessary products and services… Show more Responsibilities:• Provide subject matter expertise on the configuration of SOTI MobiControl Mobile Device Management software to meet project deliverables, which include activities such as software installation, application configuration, testing and troubleshooting. • Undertake Discovery Calls with customers to gather requirements for Work Orders.• Complete Scope of Work documents details detailing the works agreed with customers and recommending necessary products and services to enable the sales account manager to produce a timely and accurate quotation.• Carry out Work Orders, taking the form of Implementations, Migrations, and Upgrades to SOTI software both remotely and on-premises, at a time and place to suit customer and business needs.• Deliver remote and customer-site training courses on SOTI software.• Act as a Technical Account Manager (TAM) for SOTI Enterprise Support Customers. The TAM role involves acting as a customer advocate, point of escalation for issue resolution, and trusted advisor to customers. The TAM role involves taking responsibility for customer success and happiness with SOTI products and services. Working closely with colleagues in Support to ensure the customers’ support needs are being met.• Provide feedback to the SOTI software development team to assist in any product fixes, enhancements, …etc. • Assist Support and Pre-Sales teams with technical issues as needed and assist in software quality assurance activities if required including testing and documentation of product issues. • Develop and improve documentation to support the standard implementation and support processes. • Document all Work Orders and Support Cases accurately in a timely manner. • Log all testing, troubleshooting and research done of all known issues, workarounds, and general information to add to the support knowledge base. Show less

Kuwait

A Systems Engineer who is the key point of contact for administrating, upgrading, troubleshooting and supporting Citrix fully integrated Digital Workspace solution. Enabling company staff to utilize EUC technologies for seamless user experience. Maintaining functionality of mobile, virtual, and web enterprise apps and virtual desktops.

Cairo, Egypt

A Systems Consultant who leads the Enterprise Mobility team and responsible for designing, implementing, documenting and supporting end-to-end EMM solutions, also the owner of the Project Management tasks and Pre-Sales activities.

Cairo, Egypt

An Implementation Engineer who provides architectural design, implementation and support for multi-vendor Cloud products, also responsible for Pre-Sales activities including presentations, demos and Proof-of-Concepts.

6Th Of October City, Egypt

Responsibilities:Maintain the Production Systems 24* 7:• Ensure accurate data delivery and on time service availability according to the agreed SLA with business for Integration & Provisioning and within timeframe, Integration & Provisioning systems and acting on daily production systems health checks for notifications and also taking a proactive proper actions to minimize that impact of call center performance, business and the customer as well.• Attend all technical planed… Show more Responsibilities:Maintain the Production Systems 24* 7:• Ensure accurate data delivery and on time service availability according to the agreed SLA with business for Integration & Provisioning and within timeframe, Integration & Provisioning systems and acting on daily production systems health checks for notifications and also taking a proactive proper actions to minimize that impact of call center performance, business and the customer as well.• Attend all technical planed handover sessions ensuring awareness of business behind them and ensure understanding health check results and how to handle process faults.• Ensure proper communication with customers, other teams in case of reporting production problem, unplanned outages to communicate the impacted services, and keep business updated by progress.• Ensure on time support delivery and fixes of individual service requests with a proper follow-up with other teams.• Monitor both systems and applications and acts promptly on raised warnings/errors.• Ensure providing full support for Integration & Provisioning related issues during extended working hours.On time solving, logging and reporting of Production Problems during all operational hours of production systems:• Evaluate, solve received Integration & Provisioning and ad-hoc requests from concerned teams.• On time escalation and reporting of production problems according to problem management Process that cover investigating, and solving the production incident.• Report capacity problem to second line of support.Provide the users and IT with high quality and on time production support:• Ensure knowledge Integration & Provisioning deployments and the required changes related to new promotions/services according to business needs.• Participate in Operational processes enhancement and define gaps/issues on operational processes.• Ensure accuracy during problem solving or applying temporary problem fixes, workarounds, or adhoc requests. Show less

6Th Of October City, Egypt

Responsibilities:• Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules.• Monitor and track ticket system, email system, phone and fax for incoming Incidents and Requests according to SLA.• Inform IMS (Incident Management and Support Team) via phone about Critical Incidents.• Review ticket answers from underlying support levels.• Liaising with other support groups in assisting with the resolution of SRs where… Show more Responsibilities:• Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules.• Monitor and track ticket system, email system, phone and fax for incoming Incidents and Requests according to SLA.• Inform IMS (Incident Management and Support Team) via phone about Critical Incidents.• Review ticket answers from underlying support levels.• Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.• Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.• Solve incidents based on knowledge.• Consults with next line of support teams as appropriate.• Settings with the SLS, the customers and service provider within the Incident Management Process.• Pro-active monitoring of systems and services (Line of Business).• Support of the technical departments in the use of the service support processes.• Handling of systems and peripheral devices.• Working in shift bases available 24/7.• Qualification and analysis of requests (Incident, Change, Order, Service Call).• Ensure continuous monitoring and forward movement of customer issues until they are resolved.• Monitoring and Improvement of quality of service.• Analysis and manage handover of incidents to Problem Management.• Monitoring of documentation of services on being up-to-date.• Documentation of all types of handling steps, also on demand for the technical departments.• Permanent updating of available technical knowledge.• Track & monitor Incidents inside SLA according to SLA and OLA.• Notification / alerting after defined SLA parameters.• Perform hierarchical escalation according to SLA.• Inform Incident or Request Originator about updates and progress regarding Priority 1 and Priority 2 inside SLA.• Monitoring and escalation procedures relative to the appropriate SLA. Show less

Postgraduate Diploma In Information Technology Management And Innovation

https://www.tudublin.ie/

9-Month Scholarship Diploma In Computer Networks Administration

http://www.iti.gov.eg/

Bachelor Of Science Degree In Communication And Information Engineering, Major: Computer Networks

http://engfac.mans.edu.eg/en

Basic Education (Primary And Preparatory Stage), And Secondary Education