The role includes management, supervision, and leadership of the IT service desk and the end-user support teams. To accommodate our daily operations and support 48,000+ end-users spanning 17 countries, our department oversees the IT inner workings, policies, procedures, SOPs, and on-the-ground service delivery standards. We are also charged with implementing an efficient and effective support structure. Daily tasks include monitoring and analysis of KPIs, SLAs, quality of support, performance management, and establishing and enforcing policies and procedures to constantly enhance our support and operations processes. Assigned as the primary IT liaison between Egypt and our headquarters in Dubai as well as the technical point of contact for the stakeholders, managed service providers, vendors, and the executive team.

Briefly, led a team of 50 service desk engineers and technicians tasked with (MECM) SCCM/SCOM design, implementation, deployment, and administration. Supervising remote and onsite help desk operations and end-user support for thousands of users with multiple tiers and departments while maintaining established SLA and KPIs. Assisted in the deployment and implementation of Microsoft AVD (WVD), Azure, Exchange, Windows Servers and Active Directory. Tasked with daily analysis of ManageEngine (previously solution was ServiceNow).

Guided a team responsible for a fully virtualized software-defined data center architecture, macOS and Microsoft Windows systems, Active Directory integration, management automation, SCCM, SCOM, vSphere with Operations Management, VPN gateways, domain administration and physical network infrastructure for a large-scale technology project.

Duties involved managing a team of 25 engineers/technicians handling security assessment, security auditing, group policy design and implementation. Supporting role for the Windows systems team handling Active Directory, servers and applications. Also oversaw the third-level help desk, server management, storage, voice and Exchange teams.

At Compustar, the flagship brand of Firstech, I led a systems team responsible for Windows Server technologies such as server and desktop platforms, Active Directory support, group policies, DNS and VMWare. Trained in server hardware and storage as well as analysis and documentation. Rotational duties included the administration of business-specific tools as well as providing end-user support on a rotational basis.

Responsibilities included a supporting role in Microsoft system environments such as Windows Server, Exchange and Active Directory. Gained extensive knowledge in security management such as anti-virus, firewalls, penetration testing tools, disaster recovery and backup solutions such as Symantec Backup Exec, Carbonite and Acronis.

Customer service job during and after college, mostly call center and on-site technical support agent for customers with a personal computer or mobile device.