• Led global support initiatives as manager on the OTS Service Desk, fostering partnership and collaboration on a global scale.• Drove operational excellence by implementing processes, procedures, and automation to enhance efficiency in daily tasks and projects.• Managed performance and team health by conducting regular one-on-one meetings with team members, providing technical and soft skill mentoring, and overseeing project management, quality audits, and training coordination.• Ensured internal customers' needs and issues were addressed promptly and effectively, maintaining a high level of service delivery.

• Recruited, trained, and developed a high-performing team of IT professionals.• Ensured compliance with safety programs and OSHA regulations to promote a secure work environment.• Collaborated with management and staff to provide technical support for enhancing IT solutions.• Cultivated positive relationships with operational partners and staff to drive productivity.• Oversaw infrastructure builds in new facilities.• Managed day-to-day technical support activities, including troubleshooting, customer service, and installations.• Monitored team performance to meet or exceed Service Level Agreements (SLA).• Developed and implemented policies, procedures, and processes.• Supervised equipment and parts inventory management.• Implemented recognition and communication programs to support team success.

• Directed a team of 10 IT professionals in implementing a new network infrastructure, resulting in a 20% increase in system efficiency.• Managed the development and deployment of a company-wide cybersecurity training program, reducing data breaches by 15%.• Led the migration of all company data to a cloud-based storage system, improving accessibility and reducing downtime by 25%.• Oversaw the integration of a new CRM system, streamlining customer communication and increasing sales by 10%.

• IT Support Service Provide adept Network and systems support for Souq Warehouse in the Egypt• IT assets and inventory Management as well as IT asset audit implementations• Monitor the performance of computer systems and networks• Managing Servers running Windows Server, Active Directory, WSUS,DHCP,DNS, Cyberoam UTM Gateways, Cisco switches, routers, WLC & AP's and other Network devices in the Souq Fulfillment• Maintain and administer computer networks and related computing environments, wireless, general computer hardware, systems software, applications software, and all configurations• Setting up, monitoring and administering management systems such as access control and employee attendance systems• Maintain and administer computer networks and related computing environments• Dealing with Suppliers and Following up the offers and how supplier responds to purchasing department, Asset management and IT warehouse stock• Managing users and Computers using Group Policy• Searching for new strategies and technologies that can improve business

• Support LANs, WANs, network segments, Internet, and intranet systems• Maintain system efficiency• Ensure design of system allows all components to work properly together• Troubleshoot problems reported by users• Make recommendations for future upgrades• Maintain integrity of the network, server deployment, and security• Design and deploy networks• Maintain network facilities in individual machines, such as drivers and settings of personal computers, printers, Servers, etc…• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches

• Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals• Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures• Establishing recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services• Auditing customer accounts to ensure accuracy of information• Handling escalated issues from customers

• Installing and configuring computer hardware operating systems and applications;• Troubleshooting system and network problems and diagnosing and solving hardware or software faults;• Replacing parts as required• Testing and evaluating new technology