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Career History

Mar 2009Present

Senior Business Application Engineer

RMGNetworks - UAE   www.rmgnetworks.com
  • Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure.
  • Implements network security at the regional level as established by corporate Security Director.
  • Oversees the administration and maintenance of the company's infrastructure, and directs more junior Innovators when necessary.
  • Oversees the administration of the company's Customer Services.
  • Evaluate and review Customer service Level agreement (SLA)
  • Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.
  • Works with project teams to help implement Internal Systems.
  • Oversees all help desk activities at the regional level.
  • Responds to escalated help desk issues.
  • Oversees the administration and maintenance of our tracking software.
  • Handling All Middle East Projects in terms of project management and implementation
Jul 2007Feb 2009

Quality Assurance & Technical Support Officer

ICDL GCC Foundation - UAE  www.icdlgcc.com
  • Minimized the impact of problems on the availability of services.
  • Managing problems from identification of the root causes through the major incidents to the provision
  • Of quality solutions and service recovery / delivery.
  • Optimum trouble-shooting and problem solving abilities developed.
  • Worked on projects in a variety of support and development roles.
  • Supporting various (software, hardware and networks), troubleshooting, administration at all levels.
  • Supported business critical applications and in house software.
  • Mobile support for laptops, remote connectivity access, Secure Dial and Citrix.
  • Delivered all significant results within deadlines.
  • Working effectively as part of the team.
  • Documented procedures to be followed by all global support teams.
  • Monitored and delivered Service Level Agreements (SLAs).
  • Gained extensive knowledge on servers, desktops and network infrastructure.
Jun 2004Jun 2007

IT Instructor

Alghorfa Computer Centre - UAE   www.alghorfa.net

The first role in Alghorfa is Teaching the following courses ( A+ , MCSE , SQL, Ms Access , ICDL core ,
ICDL Advanced ,

  • MOS, IC3, Flash, Photoshop, Auto CAD, Electric & Logical Circuits, Logical Circuits Implementations).
  •  ICDL Test Centre Manager includes (Observe the Test Centre Rooms & Test sessions, Planning ICDL Course, co-ordinate with the Main ICDL Office ICDL GCC Foundation.
  • MOS & IC3 Test Centre Manager.
  • Observe and maintenance testing labs computers
  •  Installations for new software updates for exams
  • Extend and re arrange the network due to circumstances
  • Provide Online exams troubleshooting solution

Achievements:
Establish and maintain the relation between the centre and the local and international learning and exam providers (ICDL GCC – Prometric – Microsoft – Certiport - ETS)
the 1st position for IT courses from Fujairah Educational Zone for 2 years

Nov 2002Feb 2004

IT System network engineer

Egypt Networks - EGYPT - www.egyptnetwork.com

Processing developed skills that have been gained through establishing and developing full IT projects,
Networks and infrastructures from initial conception to completion. Experience covers customer
liaison.
Design, testing and successful implementation within budget, scope, timescales and process
limitations.
Extensive LAN/WAN / Hardware / software Experience. Working cross-functionally within a customer
 Focused, multi-site environment, maintaining the delivery of I.T. Services and technology projects. up
to date on I.T. Development

Achievements
Work with the company’s engineering team to design and implement the Network infra-structure of
Mansourah central Hospital.
Including (Call Center, closed circuits TVs’ , Intranet network for over 2000 users)

Education

19972002

BSc. in Electronics and Communications – Faculty of Engineering, Mansoura University, Egypt 1997-2002

Certifications

20152015

Nanolumens LED Technical Training - USA

NanoLumens http://www.nanolumens.com/

Advance Training on LED Technologies including indoor-outdoor LED Panels in terms of  LED Fabrication , Assembly and configuration. LED Controls Advance Configuration  

20072008

MCSE Microsoft Certified System Engineering

Microsoft

certified in Microsoft Windows NT and 2008 operating systems (OS), Microsoft BackOffice Server products, networking and related desktop computer systems

20052006

IC3 Internet and Computing Core Certificate

http://www.certiport.com/
20052006

CTP Certified Training Professional

www.icdlgcc.com

certified on the ability to deliver high end training in different aspect like material preparation , Explaining and Exams Delivery 

20042005

ICDL International Computer Driving License 

ICDL Foundation

Achievements

Achievements (Projects Samples)

 

  • Abu Dhabi Judicial Department (Implement Complete Visual Communication Solutions, Data Integration with case management System, Interactive touch screen System for Cases Notifications
  • Abu Dhabi Police ( Eclub ) Interactive touch Screens to offer Internal and external Services for AD Police Employee and Customers
  • Citibank Call Center : Deploy RMG Call Center Solutions – Avaya Integration
  • Dubai Islamic Bank : Deploy RMG Call Center Solutions – Avaya Integration
  • Commercial bank of Dubai : Deploy RMG Call Center Solutions – Genesis Integration
  • Abu Dhabi Transportation Authority : Deploy Complete Room Management System
  • Doha International Airport : Deploy RMG Flight Information Visual Communication System
  • Bahrain International Airport Deploy RMG Flight Information Visual Communication System
  • Multi Hospitality Deployments in Hilton, Ritz Carlton, Marriott, Jumeirah Group, .etc.
  • Dubai Opera House , complete Digital signage System with full automated content management CRM.
  • Ferrari world , Complete Digital signage System include indoor-outdoor Screens in addition to customize CRM system to manage visitors Queues .

Skills

website database driven

Ability to build and create full driven database website based on customer requirements and do its full integration with RMG System to display the live data content or do content based on triggered value

Active directory management
  • Created/modified user account, security groups, and distribution list to protect company proprietary information.
  • Handled user account transfers from one field site to another moving client data to different servers, to ensure user accessibility.
  • Maintained Microsoft Exchange e-mail accounts and public folder access through Microsoft Exchange System Manager.
Network Security
  • Performed LAN, DMZ, and internet facing security scanning of mission critical devices on corporate and guest network for potential vulnerabilities, malicious programs and recommended appropriate actions.
  • Reviewed and recommended secure system configuration for workstations and laptops, and provided security recommendations.
  • Served as an Architect, designed and created documents and process flow for implementation and configuration of Data Loss Prevention.
  • Designed best practices for implementation of DLP in conjunction with network administration team.
  • Involved with senior executive level management and system administration teams in effecting a seamless DLP implementation.
  • Conducted risk assessment of current computing environment and recommend actions in order to reduce the risk of loss to confidential data.
  • Performed Enterprise Antivirus scanning and updates for corporate devices.
Digital Signage
  • Deep Knowledge with Digital signage technologies , integration with 3rd party Systems like Call center technologies ( Avaya , Cisco and genesis) , integration with MS Exchange , Sharepoint for enterprise entities , integration with hotel management Systems like Opera , Delphi
  • Creating Custom OS for Digital Signage Players and All in one units using latest Microsoft technologies which based on embedded systems 
  • Manage Multi Militions Digital Signage Projects which may include (indoor - outdoor LED , Call Center Digital Signage , Hospitality interactive Systems )
CRM , PHP Management

understand CRM technologies , ability to deploy and troubleshooting different crm which based on MySQL 

Project Management

Excellent experience with multi-million projects like Emirates Palace Digital Signage Deployment , Emirates IT Call Center Reporting using digital signage ,EETIHAD Airline Call Center  

Technical support / customer care

monitor and manage all RMG Middle east Support Calls and Maintaining the SLA Level