Ibrahim Elshafei

Ibrahim Elshafei

Work History

Work History
Jun 2011 - Present

Service Control Manager

MEEZA(QATAR FOUNDATION)
  • Recipient of ISO/IEC 20000 & SDI (3 star) accreditations for Change, Release, Problem and Configuration Management processes.
  • Reduced risk exposure through implementation of effective Change & Release Management processes with an average success rate of 90%.
  • Acknowledged for maintaining updated configuration on historical, planned, existing state of services and other CIs through auto discovery of CMDB.
  • Instrumental in minimising incidents and enhancing first time fix rate by implementing Problem Management process.
Oct 2007 - Jun 2011

Senior Team Leader Change and Configuration Management (Release Control Manager)

ETISALAT
  • Recipient of awards like - HP EMEA Excellence in IT Transformation Award (for automation of control processes on HP Service Manager), Excellent Project Achievement Award (for implementing IT Transformation processes).
  • Played key role in building teams to manage ITSM processes like Change & Release Management, Configuration Management and Service Catalogue Management.
  • Acknowledged for identification / highlighting risks & issues related to Change, Release & Deployment, Service Assets & Configuration, and Service Catalogue Management process.
Oct 2005 - Oct 2007

Line Manager Lotus Notes & Mobile Messaging

ORANGE BUSINESS SERVICES
  • Consistently met 99.98% SLA targets following the Incident and Problem Management processes under the "follow the sun" model.
  • Successfully managed 280 customers’ servers hosting 100,000 users mailboxes located across 220 countries.
Oct 2004 - Sep 2005

IT Specialist(Supervisor)

FOUR SEASONS HOTELS & RESORTS
  • Involved in deployment of various automation systems in the hotel to cater to 1000+ employees.
  • Monitored vendors' implementations during the opening of the hotel.
  • Provided end user support to hotel employees and guests.
  • Functioned as Systems Administrator for various platforms and systems (Windows, Linux, Lotus Notes, Scala, Opera).

Education

Education

Skills

Skills

IT Service Management

IT Governance

Project / Program Management

Process Design and Improvement

Budget Planning

Strategy Execution

Escalation / Compliance Management

Organisational Change Management

Troubleshooting & Issue Resolution

Quality Assurance

Stakeholder Management

Reporting & Documentation

Certifications

Certifications

COBIT 5.0 Foundation

ISACA

PRINCE2 Foundation

EXIN

ISO/IEC 20000 Practitioner

EXIN

ITIL Expert

APMG