Mohamed Wanas Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

• 1st escalation point of contact for customers• Provide guidance and manage timelines, milestones, migration goals, and business transformation strategies.• Lead across multiple work streams and teams to maintain customer momentum.• Develop and provide monthly SLA and KPI reports to all enterprise customers.• Lead quarterly business reviews and executive sessions to better understand business and technical needs.• Responsible for complex program management tasks and developing standards and processes for scheduling,administration, and accounting.• Understands, tracks, and articulates issues/risks/action items; works with responsible stakeholders to address the itemspromptly; updates the appropriate client stakeholders as needed.• Drive and ensure adherence of all contractual SLA/KPIs within the Managed services teams.• Manages and appropriately escalates delivery impediments, risks, issues, and changes associated within Moro.• Ability to lead and motivate cross-functional teams and interact with all levels.• Assign and monitor the work of the Operations team and projects.• Defines project scope, deliverables, roles, and responsibilities in collaboration with client stakeholders and businesspartners as applicable.• Designs and implements processes to monitor and control resources, risks, and value to Business Objectives.• Establishes, plans, and executes significant milestone reviews and decision gates with client stakeholders for ongoingOperational projects.• Ensure high-level client satisfaction (both new and ongoing) in terms of Technical Delivery for Managed ServicesOperations/contracts.• Establish relationships with clients by understanding their technical needs and business objectives.• Collaborate with Sales Team/KAM to identify areas of solution expansion and adoption opportunities.

Dubai, United Arab Emirates

• Oversaw 100% of the requests, incidents, and problems reported by the organization.• Managed and coordinated urgent and complicated support issues.• Performed incident manager duties to resolve all P1-P2 reported by the organization.• Performed Problem Management duties to restore systems to the pre-incident state including root cause analysis in line with ITIL based methodologies.• Interviewed, trained, coached, performance reviews, and discipline of employees.• Managed a team of 10 Service Desk engineers and worked with Operations, Cloud and Network team.• Developed a mature phone/ticket escalation process to ensure efficient customer service.• Advised administration on process improvements, products, and services.• Ensured the team was always up to date and complied with company policies.• Managed multiple projects for server updates, network changes, desktop migrations, and deployments.• Responsible for setting up and managing the entire ITSM operations for Technology department.• Maintain service compliance to industry standards and frameworks like ISO 20000, ITIL, COBIT etc.,• Develop, implement, maintain, and report on Service Level Management and support processes, procedures and policies ensuring that service level targets are achieved, service quality and customer expectations are met or exceeded.• Configure, administer, and maintain Manage Engine ServiceDesk Plus tool. • Align ITSM tool with ITIL best practices, policies and procedures defined.• Accountable for defining and ensuring adherence of both internal and external support teams and vendor to SLAs though the service Lifecycle. • Conduct Post Implementation Reviews after the implementation of CR’s.• Implement and maintain Software License and contracts management system and tracking for all active service assets.

United Arab Emirates

Service Desk Role:• Introduction/Implementation of a formal ITIL based Service Desk and procedures including incident management, problem management, solutions and knowledge database, and a user self-service portal.• Provide technical mentoring and coaching for team members where appropriate.• Log all service desk interactions and document issue resolution using the ITSM system.• Be an escalation point and provide coordination and support for the Service Desk during high severity/major incidents.• Follow standard service desk procedures.• Track and route Incidents, Service Requests, Outage Problems, and document resolutions.• Diagnose and resolve technical hardware and software issues.• Provide communication/notification to customers in preparation for planned work and unplanned outages.• Stay current with system information, changes, and updates.• Maintain excellent communication with all end users and other members of the technology department.• Install and support user applications such as Mail, user applications (Office 365, WEBEX, VPN, SAP, Antivirus, Printers, Skype 4 Business)NOC Admin Role:• Basic understanding of network monitoring concepts and management tools.• Ability to assess and prioritize faults, and respond or escalate accordingly.• Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work.• Manage and maintain the Moro Monitoring Systems (these report on the status and performance of Moro's network, Services and facilities).• Fault handling and escalation (identifying and responding to faults on Moro's systems and networks, handling escalation through to resolution)• Experience in analyzing the system and network performance using monitoring and graphical data.

United Arab Emirates

• Acting as a Project Coordinator & Transitioning from Service Desk Plus to BMC Remedy Ticketing System.• Acting as a Single Point of Contact (SPOC) to all our Users, with our L1, L2, support for process adherence.• Lead, coordinate and allocate incidents and requests.• Identify potential problems and work with other function team leaders in resolving recurring incidents/requests.• Coordinate with "Dubai Smart Government regarding all service that provided to IACAD.• Train, assist and mentor new employees in the department.• Responsible for all contracts renewal of license with all Vendors.• Log all calls in the Service Desk Call Logging system (ManageEngine).• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.• Facilitates user account on-boarding and termination, as well as asset release and retrieval for incoming and outgoing employees.• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.• Diagnosed incidents and described accurately to developers technical issues for correction beyond our departmental scope.• Responsible for building the knowledge base starting from scratch to contain all articles.• Escalate unresolved calls to the designated support team.• Maintain a high degree of customer service for all support queries and adhere to all service management principles.• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).• Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. , Exchange knowledge. Creating Mailbox, Reset email password, Create Distribution list. Create a shared mailbox.

Doha, Qatar

• Dealing with ServiceNow, AD Manager, Cisco Prime , Call Manager, SAP ERP, RSA Console, Print Servers, INEWS, VPMS, MS SharePoint, SCCM,EMC AVAMAR, MS Lync Server, Bomgar, Symantec enterprise vault. • Dealing with LogRytham, FireEye, Sophos• Providing the remote support for the end-users in EMEA, AFME, APAC, Americas Regions.• Performs remote troubleshooting and resolution to address various network related issues on client networks.• Provides after hours and weekend on-call support as needed.• Creates Procedures Documents and guides as necessary and Documents standards and procedures.• Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment.• Customize desktop hardware to meet user specifications and site standards.• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network.• Develop trends by monitoring and analyzing incoming calls, problems and support requests.• Familiarize end users on basic software, hardware and peripheral device operation• Troubleshooting and Configuring ( Exchange & FTP & Citrix & VPN & RSA & EZcom ) accounts.• Providing Mobile support for iOS and Android and all other mobile platforms.• On-boarding new users & Communicate clearly with the endusers who may not be a techchnology savvy.• Carry out incident/problem management in line with ITIL processes.• Respond to Incidents/requests for technical assistance in person, via phone, web tickets and Emails, within agreed SLA's.• Creating & Modifying accounts/Groups in Active Directory.

Smart Village

• Monitoring All Nodes performance • Monitoring for CPU , Memory & File System Utilization using EMC SMARTS • Monitoring of all Zain Shops (Routers / Switches) on EMC SMARTS• Monitoring of some clone jobs for TABS application by email notifications• Monitoring of Fault IT Servers on EMC SMARTS• Scripts Monitoring on TABS Application • Releasing Daily Reports for TABS Application and Remedy Tickets • Create SOP’s for the whole operation as a reference guide for our work• Active directory management (reset password / unlock accounts) As A Service Desk Engineer• Development of all SOP’s related to the business environment• Working on IPACCMAN Ticketing Tool• Working on I2K Monitoring tool• Submitting Daily / Weekly I2k & KPI & IPACCMAN Tickets & SOP Reports• Create Operation Categorization for the ticketing tool• Upload Daily & Weekly Reports on Portal • Create tickets using Remedy Ticketing Tool• Preparing Tracking sheet on weekly basis to measure the team performance• Working on EMC Watch 4net reporting tool • Working as L1 / L2 for Remedy Application • Understand & execute the IT operations and monitoring activities allocated• Raise and escalate any IT Operations and monitoring backlog or issues• Monitor BMC Portal (All Nodes )• Monitoring the datacenters , Shops & Head quarter through the Entity Monitoring Tool • Monitoring Scripts through Email Notifications • Report and escalate any application processes, hardware, operating system, or database problems or errors that are detected during the monitoring activity.• Assist in generating daily/weekly/monthly availability reports• Create and maintain documents and operation procedures, forms, checklist, work instruction etc. with version control

User End Support• Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a mainframe systems such as laptops and PCs• Installing and up grading hardware's and software's and providing complete assistance while configuring hardware's, software's, and peripherals of the end user systems• Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops• Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person• Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.• Coordinating with the third party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same• Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Work End Support• Supporting and assisting colleagues and working with other support groups and vendors for solving level two issues• Developing strategies, assisting with designs and applications, software testing, development, and up gradation with level two support for preventing technical breakdown in future• Monitoring and analyzing the performance of upgraded system, keeping track of its performance, reliability, risks, and benefits• Providing assistance to network technicians for creating user end informative materials like brochures and leaflets, updating themselves on the latest IP policies, and other technical controls