- Implementing, configuring and upgrading HPE Service Manager with adherence to the best practices.- Installing and customizing HPE uCMDB to discover and build the business services models, considering the configuration management process.- Integrating with other HPE tools to apply closed loop events handling. - Conduct PoCs to different organizations and governmental customers- Assist in technical proposals.- Providing the needed ITIL consultancy based on hands on experience and enhancing the applied ITIL Process according to the organization environmental changes. - Implement and Integrate the HPE Service Management Portfolio to ensure utilizing it in daily operational activities, in compliance with international standards.- Administer HP Service Manager System (HPSM) and enhance all modules’ workflows (Incident Mgmt., Change Mgmt., …etc) to host any new environmental requirements that affect the IT department’s day-to-day activities.- ِImplement and administer HPE Asset Manager, including all modules ( Software License Management, Contract Management,...etc.). In addition to integrating with HPE UCMDB , HPE Service Manager and Active Directory- Contribute in IT department’s process improvement programs- Accountable for applying ITIL Processes through the organization (Change Mgmt., Service Catalogue, Problem Mgmt., …etc)- Answer customer technical inquiries.- Presenting the tools capabilities to the customer's Top Management Members- Provide all kinds of technical assistance and technical review.- Build project delivery documents/documentations, etc…- Assume all expected responsibilities with all team members, proactively work on projects and deliver on time.- Assist in all technical matters within areas of expertise, assist in technology explorations & tests and assist in task timelines.

-Participated in implementing and deploying HP Enterprise Fault and ConfigurationManagement System:• HP Network Node Manager i-Series (NNMi) to monitor All Network Devices (Routers,Switches, DSLAMS,…)• HP Service Manager (SM) to apply processes and workflows on reported incidentsthrough SM Ticketing system.• HP SiteScope (SiS) to monitor the Core Applications, Databases Servers, DNS/BIND,LDAP, Windows Servers Resources, Log files and Unix/Linux machine resources.• HP Business Service Management (BSM)/Operations Manager i (OMi) Integrationwith Data sources NNMi and SIS to make the OMi as central point of events. •Design and create HP UCMDB models and views then passing them to RTSM to beused in building of the business service hierarchy acting as Configuration Manager.• HP Network Automation (NA) Integration with HP NNMi deployment.• Design and configure the Topology correlation rules.• Performing the needed Backup for the various applications.- Main Rules:• To meet with concerned entities to grab business requirements in order to understand activity needs and flow of operations. • Gathering data from a variety of sources, as directed, to be used in analysis. • Collecting data to be used in research and analysis in order to assist in the provisioning of advice, assistance on quality management and performance monitoring. • Assist in changing procedures as advised by the direct supervisor to ensure options and recommendations are properly deployed. • Carry out Continual Service Improvement "CSI" to achieve the Objectives from OSS systems.• Report the service score as agreed with the service Owner. • Validate Customer SLA .• Translate business requirements into documentation in form of processes, description, flowcharts, forms and other in order to facilitate automation. • Conduct Bi-weekly reporting for TEData business service performance. • Ensure vendor management for TE Data’s OSS tools.

Working over 24/7 shift bases to perform the following duties:** EMP infrastructure: - Provide 1st line support on monitoring and maintaining physical environment including Data center, fire alarm, air conditioners and UPS. - Monitoring Network devices, Leased lines, System and Database alerts. - Report daily activities and events on the monitored systems. - Handle problems with 3rd parties and open tickets with ISPs. - Follow diagrams and action plans to detect/resolve problems. - Adhere to company policies, procedures, and standards (PCI DSS - Payment Card Industury Data Security Standard). - Escalate complex problems to 2nd line support teams and apply their advised corrective actions during their non-working hours.** EMP End users: - Installing and configuring computer systems within agreed policies/procedures, diagnose hardware/software, Operating system, applications and network faults. - Deploy operating system updates and security. - Resolve and correct problems, incidents and providing resolution either over the phone, face to face, or via remote support in a timely and efficient manner or escalating if necessary to the appropriate team then following up incidents and closing request after make sure satisfying the affected staff.** EMP Clients: - Monitoring and maintaining network connections between EMP and all clients. - Provide 1st line support to users by responding to inquiries related to application problems, Logging incidents, providing resolution - Provide clients with updates, status reports, and information via Ticketing system, E-Mail, or phone. - Generate daily reports for open cases on our Ticketing System.

•Responsible for installing, maintaining and supporting computer communication networks within an organization or between organizations through VOIP Solutions "Avaya Products" and Security Solutions "Fortinet Products".• Installing, maintaining and supporting new server hardware and software infrastructure.• Installing, maintaining and supporting Fingerprint Devices for Time Attendance Management Software for Human Resources and Payroll.• Installing and maintaining CCTV Surveillance cameras systems.

- Basic troubleshooting for Cisco Routers and Switches.- Fundamentals of CCNA.- OSI - TCP\IP Models- Cabling.- IP Subnetting .

-- Topics covered in this training:- Frames and Cabling.- Digital Telephony.- Telephone Networks.- Practical training at Shoubra Exchange.- Delivering telephone and ADSL services to customers.