1-Manages the day-to-day operation and team workload to provide the guidance to team members and leaders by communicating job expectations, planning, coaching, monitoring, and appraising job results.2- Works effectively within the IT Model of ITIL, proactive collaboration, change management, service management, service focused, and high availability of IT systems and communications. 3- Manages all vendor relationships related to the delivery of IT services, including 3rd party and Sales consulting relationships. Coordinates periodic reviews with core provider of system capabilities to ensure optimal system utilization. 4- Ensure quality services are delivered in best practices including the agreed SLAs 5- Strategic administration and general management issues, which will include to Lead project implementation and the technical team to control projects to achieve the main goal with quality within time and budget, and overseeing work organized by team leaders. 6- Applying the best practice service and project management methodology and assure accurate documentation.7-Own the P&L of the service delivery department with clear targets by building tracking tools to monitor and find out of the box solution to maximize profit.8- Identify opportunities for process and system enhancements and partner with customer operations leadership to implement 9- Communicate effectively with other team members (Sales Teams, Complex Solutions & opportunity management, customer services, and Billing)10- Work closely with account managers and sales teams to develop effective working relationships and understand sales strategy and approach to accounts and opportunities 11- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting 12- Effectively deliver/manage staff including recruitment, mentoring, training, target setting and performance assessment

• Dealing with REMEDY Ticketing System, assign and escalate the ticket to the responsible team or resolve it if the problem within our team area. • Administer a secure company Local Area Network (LAN) & Wide Area Network (WAN) in order to ensure the accessibility of all information resources by authorized personnel, in addition to linking company remote sites to the International Network. • Checking all connection and lines (Internet, international MPLS, E1s, PRI for telephone communication and PRI for video conference) • Supporting Lotus Notes email and managing Lotus Collaborative tools (Connect ware, Instant messaging, Sometime Meetings • Responsible for securing the company data backup and retention by implementing TSM (Tivoli) backup for IBM Storage Library (Daily, Weekly & Monthly) • Responsible for securing the company data backup and retention by implementing VERITAS backup for HP Storage Tape Drive (Daily, Weekly & Monthly) • Administer the networks and personal printers. • Installing, configuring & Administrating Windows 2000 & 2003, 2010, 2012 Server. • Implementing, Installing, Configuring & Administrating RAS (Remote Access Services) & Terminal • Administrator of IP Telephone System (Call Manager,TC,)• Leading project management activities and operational support for IT systems based on Project Management & IT Operational Support• Dealing with VTC Devices to make Video Conference using ISDN & IP.• Monitoring network performance & traffic Management.• Total Secure and Maintain for the Data Center and Racks Rooms• Create an inspiring team environment with and open communication cultureSet clear team goals.Delegate tasks and set deadlines.Oversee day-to-day operation.Monitor team performance and report on metrics.Motivate team members.Discover training needs and provide coachingListen to team members’ feedback and resolve any issues or conflicts• Tracking Hardware Assets (IP Phones, PCs, Laptops, Printers, Scanners, and Connectors).

• Manage user, computer, and group accounts in a Windows Server 2006,2009 Active Directory-based environment. • Configuring and troubleshooting the desktop environment, ISA Server services, monitoring• Use the Group Policy Management Console (GPMC) to manage Group Policy. • Manage resources and security. • Configure and manage DNS. • Manage servers in remote locations. • Maintain computers that run Windows operating systems by implementing and managing software update services. • Plan for an implementation of Active Directory and for Active Directory replication. • Implement Active Directory and DNS. • Troubleshoot Transmission Control Protocol/Internet Protocol (TCP/IP), name resolution, and Group Policy. •Optimizing system performance and reliability.•Managing and implementing "access to resources, users and computers and groups and server environment " •Managing and troubleshooting policies and rules.•Maintain, troubleshoot and administer all the uses of local area networks (LAN).•Configure the Administrative tools for Windows Server's Domain Controller (Active Directory), DNS, DHCP, WINS, IIS, RAS (VPN).• Implementing and Managing ISA Server and Exchange server.• Evaluate and install computer hardware & Software (OS), networking software. • Managing User. Computer and Groups Accounts.• Managing Access to Resources.• Implementing and Managing Printing.• Monitoring Server Performance.

• Provides a single point of contact (SPOC) for customers and usersFacilitates the restoration of normal operational service• Solves most incidents and tickets in the front door for all departments• Deals with many customer queries without needing to contact specialist personnel• Follow up with the incidents and tickets were submitted from users organization to global helpdesk team to be solved on SLA matrix support all Network matters. File & Print servers, Exchange servers, Web servers, other NT servers, Desktops, Laptops, Exchange, Web software's, other software's related.• Telecoms: Works in accordance with the local IT Service Delivery Manager, the Regional IT Telecoms Focal Point and the local IT Telecoms Focal Point for optimal assembly of the Network and other elements of the infrastructure. And acts as backup for the IT Telecoms Services Delivery Focal Point.• Support: Provides IT support locally, including depots, and/or other OU's when applicable. Provides 2nd level local Network support. And Acts as one of the Help Desk Focal Points.• Incident Management:• Identify performance issues proactively. Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols. Works within strict time scales and elevates incidents within defined time windows.• Change Management: Configure system hardware, software and network components to meet established standards with assistance. Perform routine installations and/or configurations. Assemble and integrate system/product.• Operations Maintenance: Perform routine maintenance. May include performing tape/backup operations.• Complaint Handling: Responds to customer relations problems promptly and appropriately. Takes ownership to ensure satisfactory completion of complaint, through engagement of appropriate resources.

• Support & Maintenance • contracts Management• Purchasing Management• Problem Management• Incident Management• IT Budget Planning and Preparation Activities• IT Strategic Planning Activities• Inventory Management• Service Management

Implementing and administrating Microsoft System Center Configuration Manager 2007 (SCCM 2007), troubleshooting SCCM clients and the SCCM environment. Additional responsibilities include:Programming using the SCCM SDK and using MS SQL ServerExperience administrating Windows Server 2003 and Windows Server 2008 in an enterprise environment.Ensure security through access controls, backups, and firewallsUpgrade systems with new releases and modelsDevelop expertise to train staff on new technologies.

Install and configure computer hardware operating systems and applicationsmonitor and maintain computer systems and networkstalk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issuestroubleshoot system and network problems, diagnosing and solving hardResolving network issues.Installing and configuring hardware and software.Speaking to customers to quickly get to the root of their issues.Providing timely and accurate customer feedback.Talking customers through a series of actions to resolve issues.Following up with clients to ensure the issues are resolved.Replacing or repairing the necessary parts.Supporting the roll-out of new applications.Providing support in the form of procedural documentation.Managing multiple cases at one time.Testing and evaluating new technologies.Conducting electrical safety checks on equipment.