Michael Shawky, Msc Email & Phone Number

- Monitor and manage daily operations of Infrastructure, cloud services and Support team- Oversee the whole lifecycle of IT Help Desk requests, from initiation, and assignment to resolution. Maintain logs of service requests. Document solutions for training staff and future references.- Manage IT staff by training employees, communicating expectations and.

New York, New York

• Manage daily operation of the MSP
• Represent and Manage all Premier provided IT services
• Responsible for all Services Support and Delivery actions taken to ensure they meet business needs.
• Maintain an up-to-date catalogue of IT services
• Monitor overall services performance and ensure clients satisfactions
• Building service reports and sponsoring service delivery meetings

New York

• First contact to the customer for all types of service requests
• Manage communication with clients.
• Coordinate and Schedule Resources for remote and offsite visits through ConnectWise dispatch portal
• Ensuring customer service is timely and accurate on a daily basis
• Improve customer service, perception, and satisfaction
• Follow up on resources’ responses and time entries for service requests

Tampa, FL

• Manage a portfolio of clients
• Project Manage and document all technical projects carried out with clients
• Build strong and positive relationships with clients at various levels
• Build and document knowledge about the clients business and technical setup
• Ensure client’s support tickets are resolved in a fast manner and comply to agreed Service Level Agreements
• Set client expectations thru developed roadmaps showing project phases and implementation time frames

Alexandria - Egypt

• Design and implement office policies
• Establish standards and procedures
• Supervise office staff
• Review and approve supply requisitions
• Maintain office equipment
• Design filing system and that it is maintained and up to date

Alexandria - Egypt

• Evaluate project outcomes, identify problems and anticipate requirements.
• Recommends information technology strategies, policies, and procedures
• Ensure that all projects are delivered on-time, within scope and within budget
• Review project Tenders and Contracts
• Review project budget
• Review network infrastructure drawings and designs

Cairo - Egypt

• Provides front-line service, advice and solutions to assigned customer on all provided software and hardware applications.
• Provide technical point of contact for customers’ incidents.
• Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.

Kabul - Afghanistan

• Install, configure, test and maintain operating systems, application software and system management tools
• Configure, install, support, and maintain network hardware and infrastructure
• Maintain security, backup, and redundancy strategies
• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches.
• Training local employees to become IT administrators.
• Support all sites with IT equipment.

Master Degree Of Security Science, Security Science

Bachelor Of Science (Bsc), Computer Engineering