Ramy Essam Email & Phone Number

Riyadh, Sa

• Appointed as the IT Manager for Egypt Office, with subsequent expansion of responsibilities to includeKSA reflecting successful leadership & strategic IT initiatives.• Designed & executed comprehensive IT Strategies, Policies & Procedures aligned with Tabby’s businessobjectives facilitating the company’s quick growth and operational efficiency across the Gulf Region.• Led the design and implementation of the entire IT infrastructure across multiple markets, includingNetwork Architecture, Domain Controllers, Group Policies, Server Management, and Backup Solutions,significantly improving system reliability, scalability, and security in a rapidly evolving Fintechenvironment.• Managed and optimized key business applications critical to Tabby’s operations, including HR Systems,Oracle for Finance, and other core systems, ensuring seamless integration and maximum operationalefficiency.• Developed and enforced rigorous Service Level Agreements (SLAs) for IT service management,optimizing support processes and ensuring timely, effective resolution of technical issues.• Spearheaded digital transformation initiatives aimed at process automation, operational efficiency, andcost reduction, driving innovation and modernization of IT services.• Directed IT asset management programs to enhance resource allocation, streamline procurement, andmanage the lifecycle of hardware and software assets across Tabby Offices in Egypt, KSA, UAE &Remote Offices.• Provided leadership and oversight to a distributed IT team, fostering a culture of excellence andcontinuous improvement, while developing talent and technical capabilities within the department.

• Drive digital transformation initiatives across Supply Chain Domain, including Production, Logistics, Planning, and Customer Service. • Develop and articulate a clear vision for the seamless integration of digital technologies within the supply chain ecosystem. • Lead the implementation of ERP System ( SAP4Hana ) inside the Supply Chain Domain, and the integration between various Supply Chain Applications. • Lead and guide a team of Project Management Officers (PMOs), cultivating a culture of innovation, collaboration, and excellence. • Provide strategic direction to ensure project execution aligns with organizational goals. • Identify and implement advanced digital solutions to optimize supply chain processes. • Collaborate with cross-functional teams to ensure the effective integration of technology into daily operations. • Oversee budget planning for digital transformation projects, encompassing Capital Expenditures (CapEx) and Operational Expenditures (OpEx). • Optimize resource allocation to ensure cost-effective implementation of technology solutions. • Define and monitor key performance indicators (KPIs) to assess the success and impact of digital transformation initiatives. • Continuously evaluate and refine strategies based on performance metrics. • Cultivate strong relationships with technology vendors, ensuring the selection of solutions that align with organizational needs. • Implement effective change management strategies to facilitate a smooth transition to digital processes. • Provide training and support to employees, fostering a culture of digital readiness. • Stay informed about industry trends and emerging technologies to drive continuous innovation. • Encourage a culture of experimentation and learning within the team.

• Provide Leadership to the Technology team ( Network Team, System Admins Team & IT Support Team ) to ensure business continuity and stable infrastructure 24/7.• Manage Network Infrastructure & Data Centers in the Headquarters & 11 more offices that include Breweries, Warehouses & Sales Offices.• Evaluate and integrate infrastructure solutions into the overall organization, as determined by business, regulatory and market demands.• Work with Regional & Global teams on implementing new technological trends inside the company.• Prepare and Develop Disaster Recovery Plans for all critical IT Services whether they are cloud based or on-premises to ensure Business Continuity.• Maintain a high class level of Cyber Security Strategy to all ABC Network, Servers, Workstations & Production Environment across the organization and all ABC Breweries.• Manage telecommunication activities (Integration of data, voice, video and Cameras for building a complete Data/Voice network covering all ABC sites)• Prepare and maintain the annual CAPEX & OPEX plan and long term strategic plans as well as identifying cost reduction opportunities for all IT Operations Team ( Network Devices – Servers – Workstations – etc.. ).• Provide technical recommendations on the selection of infrastructure, platforms and related technologies; apply financial rigor, risk assessment and business rationale to all initiatives to help the management team arrive at decisions that maximize business performance.• Responsible for the ongoing growth and development of assigned team members, including performance review, coaching, and career progression.• Focus on continuous process improvement and staff satisfaction by increasing IT’s value through innovation and emerging technologies.• Analyses IT industry trends making recommendations regarding the relative impact to current and future enterprise infrastructure needs.

IT SUPPORT MANAGER TASKS• Lead IT Support team supporting 1st Line support & 2nd line in different areas.• Provide performance reports, trend analysis, and SLA analysis to the IT manager• Build the Company Workplace Environment and support plans.• Lead the yearly plan and ensure the on-time, on budget, and quality driven solutions.• Plan, Prioritize, and execute large software and hardware projects (Desktop Environment, O/S Standardization, etc.) • Implement and maintain asset tracking management system.• Manage the IT Warehouse in ABC providing Inventory movements for all assets including: PCs, UPSs, Printers, etc..• Establish IT baseline skills and training requirements for ABC employees• Provide project level management in the planning, prioritization, analysis, design, development, implementation, documentation, and maintenance of the workplace environment.• Initiate direct communication with external suppliers. Lead the evaluation, selection, and SLAs established with them.UPSKILLING AGILE COACH TASKS• The Agile Coach is the ambassador for the Agile Way of Working and helps Scrum Master’s, Product Owners and Team Members with the functionality, productivity, and improvement of the Product Team.• Lead the desired culture change to create a maximum performance in every respect. Main responsibility is to train Product teams and coach them on a consistent and proper application of the HEINEKEN way of working.• Point out bottlenecks in the way of working of the Product Team and coaches on how to improve in order to increase their effectiveness.• Assisted as needed to help remove impediments and distractions that interfere with the ability of the team to deliver on the sprint goal• Attends key ceremonies, reviews artefacts and interviews practitioners to check practices against the standard Agile maturity framework.• Demonstrates strong Knowledge & background with Agile Concepts.• Coordinates activities between teams within a Portfolio.

- Lead Helpdesk team to support ABC organization- Provide performance reports, trend analysis, and report on projects and SLA analysis to the IT manager- Build the Helpdesk/workplace project and support plans as well as the budget associated.- Lead the yearly plan and ensure the on-time, on budget, and quality driven solutions of the projects and services- Plan, Prioritize, and execute large software and hardware projects (Desktop Environment, O/S Standardization ...etc.) - Set Helpdesk Procedures following ITIL for different cycles in the department: Incident management, Change Management, Configuration Management, and Asset Management- Set operational level agreement between the helpdesk and the rest of the IT department- Implement and maintain asset tracking management system.- Manage the Inventory movements for all Hardware including: PCs, UPSes, Printers- Work with other teams to understand the different projects and ensure right implementation - Establish IT baseline skills and training requirements for ABC employees- Provide project level management in the planning, prioritization, analysis, design, development, implementation, documentation, and maintenance of the workplace environment.- Manage risk, issues, and scope changes for the projects/services and escalation as required.- Initiate direct communication with external suppliers. Lead the evaluation, selection, and SLAs established with them.- Establish and maintain operations and business standards, procedures, and best practices for operational excellence- Support, advise, assist, guide, and resolve problems for the internal team. Take lead in identifying gaps in support, provide and drive improvement opportunities- Implement and follow ABC Policies & Procedures (e.g. Hiring, Termination ...etc.) - Automate (set systems , procedures and scripts) the support life cycle to achieve the best communication with business- Build Helpdesk team member skills and plan career path

- Provide 2nd level Helpdesk support. - Resolution of complex calls, debugging end-user and customer issues that level 1 helpdesk can’t address. - Daily management of the ABC 2nd line support queues closing issues with a predefined SLA’s. - Provide hardware break fix support, LAN’s support, and telephones. - Provide support to the chairman team based on a special preset SLA. - Prepare and deliver laptops/desktops/hardware builds. - Proactive visits to ABC remote sites to check computers and make sure they are updated with the latest software. - Assist in the implementation of the Helpdesk incident management and asset tracking system. - Lead a project to document Service Desk processes and provide manuals for users. - Assist in service desk audits and reports. - Find easier solutions “fixes” for common and repeated issues and find its root cause. - Plan, lead and support business related projects and needs. - Identify and improve 2nd line support processes. - Update and train Level 1 on issues that are known, which have fixes or workarounds and focus on long-term solutions to outstanding problems. - Focus on quality of communications (Written and verbal).

- First line support for all end users IT Requests.- Troubleshoot & Solve end users level 1 incidents.- Setup New Computers & Deploy the OS using SCCM.- Using Active Directory for new user creation, resetting passwords for existing users & administering existing users' groups.- Creating new e-mails on Exchange Server & administering mailbox quota for end-users.- Administering Cisco IP Phones & managing user profiles on Cisco Call Manager.- Escalate unresolved incidents to the appropriate level 2 support.- Proactive visits to ABC remote sites.- Log all calls and incidents in descriptive tickets.

- Handling Customer Complaints, checking covering Sites, issuing trouble tickets For the Problem After investigating the reasons on HP Service Manger system and to update Existing tickets after a follow up with the field maintenance engineers.- Following up with the field engineers and the Internet Service Providers, updating them with the alarms, down Sites, performance of cells, BTSs and troubles that checks on the system.- Daily and Weekly Reports of the troubles on Excel.