Experience

Baky Hospitality

• Egypt
• Hospitality
• 1 - 100 Employee

• IT Manager

  • Sep 2020 - Present

  • Established/Led the IT department at Baky Hospitality. • Define IT infrastructure strategy, architect and process. • Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs. • Ensure security of data, network access and backup systems. • Assess vendors and develop test strategies for new hardware and software • Set/Define the organization’s IT & security policies, IT staff hirings & trainings. • Lead large IT projects through design and implementations. • Manage/Support Oracle Micros RES 3700. • Upgrading Oracle MICROS RES 3700 to Oracle MICROS Simphony Cloud for 7 Fine-dining outlets. • Manage/Support Micros Fidelio Materials Control for 7 outlets and a central store. • Implemented Microsoft 365 for 100+ users + mailbox migrations from previous email hosting service. • Manage/Support Sophos firewall & RED boxes. Show less



Jumeirah Group / Jumeirah Hotels & Resorts

• IT Manager - Jumeirah Royal Saray Hotel

  • Oct 2018 - Aug 2019

  Manage workload and assignments with the team, prioritize and schedules resources accordingly. Ensure focus is maintained on all guest facing support requests and glitches. Proactively monitors guest facing and back of house services such as Wireless Access Points and TV signals. Identify areas of improvement with service delivery, work closely with key business departments to streamline IT efficiencies. Maintain guest support SLA and team KPI. Review HotSOS information and carry out trend analysis. IT Store Control, IT equipment issuance and activation. Responsible for user management (creation, reset passwords) and clearance process for all business applications following pre-defined standards. Prepare training guides and step by step documentation on various knowledge base articles and deployment procedures. Show less

• Assistant IT Manager - Madinat Jumeirah Resort

  • Oct 2014 - Mar 2016

  * Manage/coordinate day-to-day support activities with the on-site support team "12 members" to maintain system availability for 3000 users of Madinat Jumeirah Resorts. Manage workload and assignments with the team, prioritize and schedule resources. * Supervise the support team and ensure guest facing services and products meet Jumeirah IT standards. * Proactively monitors guest facing and back of house services such as Wireless Access Points and TV signals. * Identify areas of improvement with service delivery, works closely with key business departments to streamline IT efficiencies. Maintains guest support SLA and team KPI. * Manages incidents, major incidents, Problems and service requests through various communication channels providing support services to meet the needs of the business. * Prepare training guides and step by step documentation on various knowledge base articles and deployment procedures. * Suggest new technology implementations to enhance guest staying experience. * Communicate with vendors, request for proposals, review suggested POCs and manage live system implementations. * Manage all C&I event with the Events team to build requirements and formulate proposed solutions. Show less



Food Quest Restaurants Management LLC

• United Arab Emirates
• Restaurants
• 1 - 100 Employee

• IT Manager

  • Jul 2013 - Sep 2014

  * Oversee the daily operations of 6 restaurants across the GCC. * Manage the implementation of new retail ERP project “Navision LS Retail 2013”. * Manage IT contracts and support agreements. * Participate in vendor selection and procurement of IT assets & software. * Manage HP servers and virtual machine implementations. * Manage hardware/software asset tracking and warranty validity. * Create and document system user manuals. * Prepare the annual IT budget required for existing and new store openings. * Manage a small support team of 2 system engineers. * Review the team’s performance. * Act as an escalation point between Food Quest and the centralized IT department of National Holding and manage all communications with external and internal vendors. Show less



TECOM Investments

• 1 - 100 Employee

• Microsoft System Administrator (L3 Support)

  • Mar 2010 - Mar 2013

  * Implement and Manage Exchange 2007 on SCC and Exchange 2010. * Implement and Manage SCOM 2007 R2. * Manage AD services (AD, DHCP, DNS, File & Print services). * Fair knowledge of SQL 2005. * Fair knowledge of VM Workstation (Used primarily as our testing lap and POCs before going live) * Fair knowledge of Hyper-V. * Implement and Manage Exchange 2007 on SCC and Exchange 2010. * Implement and Manage SCOM 2007 R2. * Manage AD services (AD, DHCP, DNS, File & Print services). * Fair knowledge of SQL 2005. * Fair knowledge of VM Workstation (Used primarily as our testing lap and POCs before going live) * Fair knowledge of Hyper-V.



Dubai Holding

• United Arab Emirates
• Financial Services
• 700 & Above Employee

• Service Desk Agent (L2 Support)

  • Mar 2008 - Mar 2010

  * Playing the Role of Incident Manager: to manage a pool of Outsourced onsite support engineers covering a certain number of Dubai Holding sites (13 engineers)* Track and maintain a record of all incoming Incidents, issues and user requests* Manage the technical and hierarchal Escalation processes * Escalate difficult problems to L3 Engineers and/or vendors* Monitor and report any servers and service performance degradation issues through centralized System Monitoring tools* Conduct customer satisfaction analysis and surveys* To be 24x7 on call for any major incident* Install, configure and maintain MS end-user desktops/laptops and printers* Manage the IT Service Desk to ensure timely resolution of end-user problems* Manage recipient objects and address lists.* Create and manage users, groups, and computer accounts, mailboxes, and address lists.* Maintain and update the knowledge Database.* Follow-up of customer incidents, issues, requests and problems till resolution, eventually closing them.* Generate and provide problems, issues and incidents reports to Service Desk Team Leader.* Administer some corporate applications (Blackberry, Nokia business center, Achiever Plus, etc) Show less

• Desktop Support Admin (L1 Support)

  • Nov 2007 - Mar 2008

  * Assigns day to day IT support calls to field Engineers and Technicians.* Provide site support for KV and Sama Dubai sites.* Provide L1 support and configuration for the following topics (outlook, PCs/laptops, Printers, Scanners)



HSBC, Dubai

• United Arab Emirates
• Business Consulting and Services

• Desktop Support Admin (L1 Support)

  • Feb 2007 - Oct 2007

  * Assigns day to day IT support calls to field Engineers and Technicians. * Provide remote site support to other HSBC sites * Provide L1 support and configuration for the following topics (outlook, PCs/laptops, Printers, Scanners) * Implemented the new instant cheque book printing project at HSBC UAE branches. * Assigns day to day IT support calls to field Engineers and Technicians. * Provide remote site support to other HSBC sites * Provide L1 support and configuration for the following topics (outlook, PCs/laptops, Printers, Scanners) * Implemented the new instant cheque book printing project at HSBC UAE branches.



Despec Mera, Dubai

• Sales Executive

  • Feb 2006 - Jan 2007

  Working in a team of 2 to manage the UAE market and report to the Sales Manager. Achieving a monthly group target through selling inks, toner, paper, CDs, DVDs, Data Tapes, storage media for the following brands: HP, Epson, Canon, Imation, Sony, Verbatim, Lexmark and HP large format paper. Creating new customers and maintain the relationship with the existing ones. Following customer’s monthly payments and credit applications. Supporting the sellers with marketing materials and trainings as needed on new products. Show less



Epson Middle East

• United Arab Emirates
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Technical Support Specialist

  • Jul 2005 - Oct 2005

  Supporting end-users and service centers, operating within the Middle East area, with any technical problem concerning Epson products. The support is provided on phone and e-mail. Part of my responsibility was to give trainings for our distributors or organize public events to demonstrate capabilities of new products. Supporting end-users and service centers, operating within the Middle East area, with any technical problem concerning Epson products. The support is provided on phone and e-mail. Part of my responsibility was to give trainings for our distributors or organize public events to demonstrate capabilities of new products.



Microsoft Dubai

• United Arab Emirates
• Professional Training and Coaching
• 1 - 100 Employee

• Internship (Database Department)

  • Feb 2005 - Mar 2005

  Filtering and classifying customer's profiles and info collected from profiling agencies. Supporting the Telesales teams with Data mining activities. Uploading customer information to CRM. Filtering and classifying customer's profiles and info collected from profiling agencies. Supporting the Telesales teams with Data mining activities. Uploading customer information to CRM.