• Ensure customers’ needs and challenges are communicated and understood by Executives and functional teams.• Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources.• Establish and nurture strong sponsorship and manages the relationships with the customer to drive the execution of the support coverage model, consumption roadmap & delivery execution oversight. and manage the communication and escalation strategies with customer stakeholders. • Create a Customer Success Plan that tracks milestones and measure progress.• Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.• Conduct regular customer touchpoints and quarter business reviews to measure customer satisfaction and service consumption levels.• Partner with Sales to identify cross sell leads for customers who may benefit from additional services.• Coordinate across Microsoft business segments to drive successful customer outcomes.• Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.• Prepare the selling environment for the seller to generate annuity business.

•Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure.•Implements network security at the regional level as established by corporate Security Director.•Oversees the administration and maintenance of the company's infrastructure, and directs more junior Innovators when necessary.•Oversees the administration of the company's WAN.•Develop full-scale project plans and associated communications documents.•Define project scope, goals and deliverable that support business goals in Collaboration with senior management.•Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.•Estimate the resources and participants needed to achieve project goals.•Delegate tasks and responsibilities to appropriate personnel.•Plan and schedule project timelines and milestones using appropriate tools.•Track project milestones and deliverable.•Develop and deliver progress reports, proposals, requirements documentation, and presentations.•Build, develop, and grow any business relationships vital to the success of the project.•Effective strategic IT planning and oversight of IT performance. •Works with project teams to help implement Internal Systems Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure. •Approve vendors used by the organization and monitors their financial condition.•Review the adequacy and allocation of IT resources in terms of funding, personnel, equipment, and service levels.•Coordinate priorities between the IT department and user departments.Regional Project Engagement•Central Data Center for Middle East.•Global Active Directory Project for MENA & Europe.•Global Messaging Systems for MENA & Europe.•Implementation for the Service Support Center in Egypt.•Managing Support Team for End users.•Managing the Infrastructure Team and Developer Team.

• Define project scope, goals and deliverable that support business goals in Collaboration with senior management.• Develop full-scale project plans and associated communications documents.• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.• Estimate the resources and participants needed to achieve project goals.• Draft and submit budget proposals, and recommend subsequent budget changes where necessary.• Where required, negotiate with other department managers for the acquisition of required personnel from within the company.• Delegate tasks and responsibilities to appropriate personnel.• Identify and resolve issues and conflicts within the project team.• Identify and manage project dependencies and critical path.• Plan and schedule project timelines and milestones using appropriate tools.• Track project milestones and deliverable.• Develop and deliver progress reports, proposals, requirements documentation, and presentations.• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.• Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.• Build, develop, and grow any business relationships vital to the success of the project.• Effective strategic IT planning and oversight of IT performance. • Works with project teams to help implement Internal Systems Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure. • Coordinate priorities between the IT department and user departments.

• Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems. • Propose and create system design models, specifications, diagrams, and charts to provide direction to system programmer and development teams. • Design and perform server and security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies. • Integrate servers, including database, e-mail, print, and backup servers and their associated software into enterprise systems. • Ensure system connectivity of all servers, shared software, groupware, and other applications. • Create and maintain documentation as it relates to system configuration, mapping, processes, and service records. • Ensure compatibility and interoperability of in-house computing systems. • Coordinate and perform in-depth tests, including end-user reviews, for modified new systems. • Monitor system performance; prepare and deliver system performance statistics and reports.• Provide orientation and training to end users for all modified and new systems. • Provide guidance and assign tasks to System Engineers

• Overseeing and managing all major IT Infrastructure projects ranges from infra-structure, service delivery, integrations and IT solutions to resolve business problems.• Have extensive IT knowledge ranging from Windows PCs to servers, databases, firewall, application security, virtualization, storage, MS Exchange and MS products, Internet, networking, data center procedures and operations.• Manages the delivery of Microsoft Premier Support Agreements with Large Enterprise Accounts.• Ensuring high levels of customer satisfaction and ultimately expanding scope of and reselling Premier Support Agreements.• Manages a complex to moderate scope of support issues acting as a technical resource and/or coordinating with other Microsoft groups to assist the customer in the use.• Team player with strong interpersonal and communication skills.• Flexible and open-minded who ready to tackle new challenges.• IT Infrastructure Asset management, lifecycle planning, equipment sizing.• Manage the smooth turnover of each Project into the Business and the IT Operation.• Putting in the proposal, presentation of solution to the customer, project planning, implementing the project, documenting the project.• Responsible for the awareness of the customer requirements, products, technical problems.• Responsible for the customer service, and make sure that their requirements meets the budget and their deadlines.• Provide technical support to customer during and after instruments installation.• Working as a project manager for deployment, managing and implementing systems.• Working as an IT Infrastructure consultant in Sumitumo, Edison, NRTC, Coca-Cola and Siemens. Insurance Holding Company, National Bank of Egypt, GULF Egypt, OTV, CNE new data Center Design, Exchange 2007 Design in Citadel Capital and Microsoft workshop in Exchange 2007,OCS and UM).

Brought on board to consolidate and streamline business practices surrounding IT projects, my key target deliverables are:• Setting up and maintaining IT Infrastructure and Leading the Network, System & Security Team.• Infrastructure & Network Security.• Identify new software for betterment of processes / systems.• Selection, procurement, installation and commissioning of the IT infrastructure.• Internal Quality Systems Audit.• Network project planning, engineering and execution, problem identification & solution, and establishing processes for optimum resource utilization.• Technical understanding of LAN & WAN.• Formulating the IT processes policy and Information Security Policy & their implementation.• To continuously scan the environment and find out the new developments in the field of Information Technology.• To covert at least a few of them into implemental propositions.• The scanning is done for all the areas of IT such as hardware, data-communication, telecommunication, software (transaction processing, packaged software, specialized technical software for call center industry etc.), IT security and others.