Marco Ibrahim Email & Phone Number

London, England, GB

Dubai, United Arab Emirates

• Lead and manage the IT operations team's day-to-day activities of (70 Team Members) that support up to 15K+ users around the globe to ensure the smooth running of IT systems, applications, and services.
• Oversaw the ITSM tool design, build, and running of multiple applications, ensuring that they met customer needs and delivered a high-quality user experience.
• Developed, constructed, maintained, and operated systems for monitoring, visualization, and tracking of key metrics, including observability, dashboards, and monitoring tools.
• Responsible for the technical change in TAB and CAB meetings, reviewing and updating the IT service catalogue, and maintaining updated approvals and process workflows.
• Provided technical guidance and mentorship to my team, helping them to develop their skills and build new capabilities.
• Ensuring that the team used the ITIL and ISO 20K best practices, such as continuous automation, improvements and technical deep analysis whenever applicable.

Dubai, United Arab Emirates

• Act as a further escalation point for unresolved or escalated calls and all IT Operational tasks.
• Discover, diagnose and triage user’s problems effectively and efficiently by arranging a quarterly meeting with the business entities to understand their needs and transfer into actions.
• Lead in the development of good customer service practices.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Maintain individual Personal Development Plans (PDPs) for each member of the Service Desk team.
• Handling, planning and Lead the transition for service desk team during the migration of the systems and tools to cover the service provided to the three major entities of Dubai holding group.

Dubai, United Arab Emirates

*Responsible for Managing and maintaining Incident, Request, Change, Problem modules on the servicemanager tool.*Accountable for IT Service desk team that provides 1st and 2nd level support delivers to more than 5000 users and covered more than 100 different site offices across Dubai Holding Group, ensure that service levels are succeeded with in line as.

Dubai, United Arab Emirates

• Serve as the first point of contact also second level support for all incidents, requests, monitoring and filtering incoming work, capturing the details of the incident and request.
• Responsible for Managing and maintaining Service desk tools (Esso, Shared Folder Security, Remote Server Apps… etc.)
• Manage business requirements throughout the project life cycle. Collaborate with Project Manager to manage scope and business partner expectations.
• As appropriate, provide input into project plans, cost and /or resource estimating activities, including key and/or required skills.
• Follow-up, analyzing incidents and making recommendations to the technical team to reduce the number of recurring incidents. To ensure that IT service operations remain within agreed service levels and minimize the.
• Prepare weekly and monthly Help-Desk reports on time, and to a high degree of accuracy and quality. This includes ensuring that the data collection tools are running correctly.

United Arab Emirates

• Supporting more than 500 users of Dubai Holding, TECOM Investment, Dubai properties and Tatweer in their Day-to-Day operations in the network. Educate and support end-users on Windows XP, Office 2003, 2007, e-mail.
• Provide first level support to the end users.
• Attending Calles of helpdesk and assign the incidents for right person.
• Maintain and Updating of IT Asset, weekly updating asset, including software licenses, Desktop PCs, Laptops, Network Printers, All in one Devices, FAX machines and Photo copiers.
• Coordinating with Du and Etisalat for IP phone and ports related issues.
• Configuring PDAs, Smart Phones and Black Berry to synchronize with MS Exchange Server.

Egypt

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Install Wi-Fi services to Cafes, public places, Companies, schools and home users.
• Activate DSL service over phone.
• Maintain routers and configure it with up to date software version.
• Provide Level 1 support for end users over the phone, transfer the Requests and Incidents to the proper team, and update comment.
• Follow up and make scheduled call backs to customers where necessary.

Cairo Governorate, Egypt

• Provide Troubleshooting system and network problems for seven different companies.
• Plan, coordinate, and provide administrative direction and support for daily operational activities of the team.
• Support users either face-to-face or over the telephone, to help set up systems or resolve issues.
• Researching technical solution alternatives and implement solutions.
• Take ownership of customers issues reported and see problems through to resolution.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Cairo Governorate, Egypt

• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.

Bachelor'S Degree, Management Of Information System (Mis), Good +

Sadat Academy for Management Sciences (SAMS) (Arabic:أكاديمية السادات للعلوم الإدارية ʼAkādemyāt ʼal-sādāt lil-ʿoloom al ʼedāriāh), is an.

Certified Mini Mba, Mini Mba, A+