Sameh Tolba Email & Phone Number

Leadership and Team Management * Supervise, coach, and cultivate a team of technical support analysts. * Set and assess performance goals, providing constructive feedback. * Foster a collaborative environment that promotes continuous imp * Perform performance appraisals and guide the team with support tools. * Manage workload distribution and ensure quality control.Exceptional Customer Experience * Ensure top-tier support experiences and address escalated concerns with professionalism. * Uphold consistently high levels of customer satisfaction. * Collaborate proactively with other teams to enhance user experience.Process Excellence and Data-Driven Insight * Continuously assess and optimize technical support processes. * Implement best practices and streamline support workflows. * Analyze support data, identifying trends and training needs.* Generate insightful KPI reports for senior management.Professional Development and IT Desktop Support* Identify training requirements and organize relevant sessions.* Stay abreast of industry trends and emerging technologies.* Lead the operations of IT Workshops.* Manage IT Support services.* Contribute to second-line support and ensure system stability.* Lead on-site support visits and drive seamless cross-functional coordination.Problem Management and Resolution* Proactively monitor IT systems for irregularities and known issues.* Collaborate on issue resolution to minimize downtime.Project Excellence* Strategize and execute strategic projects within the realm of IT support.* Assign and oversee project tasks to meet schedules and deliverables.Information Security Assurance* Uphold stringent information security standards, managing risks.* Collaborate closely with IT Security to mitigate potential threats.Documentation and Process Ownership* Ensure accuracy and currency of working documents and process documentation.* Collaborate effectively with other document owners to enhance shared processes.

• Oversee the day-to-day operations of the Technical Support Team.• Provides 2nd level support, troubleshooting, and complex problem resolution on escalated issues.• Technical support for users to resolve all the problems and failures facing the user, whether on networks or devices or programs.• Research and recommend solutions for better IT Solution for Customer.• Daily follow up HP Service Manager to improve service levels.• Coordination with other departments on systems operation, status, and future enhancements.• Responsible for successfully running the Preventive Maintenance Program.• Planning, Design and Schedule Maintenance for IT devices.• Assisting in controlling the department resources to achieve the department objectives.• Supervise on the technical support engineers and maintenance technicians.• Improve all technical work flows and processes.• Assisting and contribution in planning the work flow of the technical team department.• Following up the escalated problems and its impact on the business services.• Assisting in evaluating technical team by technical evaluation reports.• Participate in team projects that enhance the quality or efficiency of support.• Monitoring network to ensure network availability to all system users and perform necessary maintenance to support network availability.• Supervisor on Maintaining Printers (Laser jet Printers, Ticketing Printers and DCP Printers).

 Technical support for users to resolve all the problems and failures facing the user, whether on networks or devices or programs. Installing and Maintaining IT devices. Trouble shooting for the P.C's & Printers. Rolls out hardware to ensure optimal deployment of resources. Server's operating systems installation and maintenance (Linux System). Support and maintain Ticketing servers (Linux System). Follow up HP Service Manager to improve service levels. Support users in using SAP applications (ERP systems). Configure (PCs, Wyse, Thin Client and Station Servers) to connecting to ERP System. Follow up the work of computer networks and testing to ensure the continuity efficient operation. Monitoring network to ensure network availability to all system users and perform necessary maintenance to support network availability. Research and recommend solutions for better IT Solution for Customer. Do other tasks that may require by the top management to help in achieving its strategic goals.

a. Technical support for users to resolve all the problems and failures facing the user, whether on networks or devices or programs.b. Monitoring network to ensure network availability to all system users and perform necessary maintenance to support network availability.c. Server's operating systems installation and maintenance (Windows Server 2003/2008 administration).d. Support and maintain both physical and virtual network servers.e. Build, design and configure networks including WANs, LANs, VPNs, Wireless, Firewalls, Remote access connectivity.f. Supports server, network and desktop hardware, software and applications.g. Rolls out hardware and software to ensure optimal deployment of resources.h. Plans, implements, and supports the network and computing infrastructure plan.i. Use IBM Web Sphere Application Server (Maximo Application) to improve service levels.j. Planning, Design and configuring the group policy and pursue its own.k. Follow up the work of computer networks and testing to ensure the continuity efficient operation.l. Testing servers and the work of backup data users.m. Supervisor on Updated anti-virus on both the server and all the main organs.n. Maintain network hardware and software.o. Fourth Shift ERP system administrator.p. Alpha ERP system administrator.

10Th Of Ramadan, Sharkia, Egypt

 Technical support for users to resolve all the problems and failures facing the user, whether on networks or devices or programs. Maintenance Computer (H/W, S/W) Design, Installing, and Maintaining Computer Network (LAN, WAN). Configure Routers.  Troubleshooting for the PCs & LAN. Supervisor on Maintaining Printers (Laser jet Printers and DeskJet printers). Installing, configuring, and support an organization's (LAN), (WAN). Maintain network hardware and software.