Ziad Allam
IT Service Management Team Leader at OneHealth- Claim this Profile
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English -
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Arabic -
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French -
Topline Score
Bio
Credentials
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ITIL Foundation Certificate in IT Service Management
AXELOS Global Best PracticeApr, 2022- Nov, 2024 -
VMware Certified Professional - Data Center Virtualization 2021
VMwareJan, 2021- Nov, 2024 -
VMware vSphere 6.7 Foundations
VMwareJan, 2021- Nov, 2024 -
Associate - Information Storage and Management Version 3.0
Dell EMCMar, 2019- Nov, 2024 -
AUC Tech Summit
The American University in CairoMay, 2018- Nov, 2024 -
• Egyptian National Railways (Signals System)
Egyptian Railway Projects and TransportationAug, 2016- Nov, 2024 -
Electrical/Avionics Aircraft Systems Familiarization Course For Undergraduate Engineers
EGYPTAIRAug, 2015- Nov, 2024 -
• EgyptAir Practical Summer Training for Engineers
EGYPTAIRAug, 2015- Nov, 2024
Experience
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OneHealth
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Egypt
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Hospitals and Health Care
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200 - 300 Employee
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IT Service Management Team Leader
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Nov 2022 - Present
-Manage a new team that will support and provision cloud computing services and access. -Manage relationship with Cloud providers’ service support. -Maintain relationships with technology, software, and security vendors. -Offer innovative solutions that meet organization needs while remaining cost effective. -Contribute in all IT Projects to look up the workflow & the operation process. -Work with service delivery teams to prioritize the need around technical support resources and application support analysts required to meet the tactical needs of the HealthCare team. -Accountable for the quality of the service delivered by matrix-managed resources, and sharing metrics with other group managers to improve these metrics. -Evaluate the service delivery team and its members’ level of performance, to provide performance management and establish the delivery of top tier services to the client. -Identify staffing needs and works with human resources colleagues to pursue the hiring process. -Ensure the highest level of quality and excellent HealthCare team service is being delivered within assigned locations. -Perform root cause analysis of infrastructure problems and develop resolution plans. -Act as an escalation point for the Healthcare team for any outstanding incidents, problems, requests and changes. -Be an advocate for IT service teams, setting expectations appropriately for Cloud service IT support teams as well as giving insight on priorities/initiatives within assigned locations. -Introduce ITIL processes. -Identify recurring problems and bottlenecks and oversee the building of tools and processes to prevent problems from recurring including self-healing processes. -Conduct risk assessment and develop mitigation plans. -Installation, maintenance & setup for all IT Equipment in different medical centers’ locations across the country. Show less
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Dell Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical Support Engineer 2
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Mar 2021 - Oct 2022
– Was recognized as one of Egypt COE’s highest CSAT survey achievers in 2021– Developed a customer guide for solving SRS issues within IDPA– Delivered Training to multiple engineers– Assisted junior engineers on complex cases and elevated engagements
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Technical Support Engineer
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Mar 2019 - Feb 2021
– Completed GSAP Program– Followed standard procedures and practices to identify problems to develop and implement different solutions while working closely with multi-functional teams– Documented relevant information and ensured that the customer is communicated with in a timely manner through different channels– Became a Global Subject Matter Expert in IDPA SRS Issues– Was recognized as one of Cairo’s Support Superstars in 2020
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Advanced Computer Technology (ACT)
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Egypt
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IT Services and IT Consulting
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500 - 600 Employee
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Hardware Technical Support Engineer
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Nov 2018 - Jan 2019
– Provided technical support to diagnose and repair systems using standard technique in a minimum time – Provided technical support to diagnose and repair systems using standard technique in a minimum time
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Orange Business
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France
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IT Services and IT Consulting
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700 & Above Employee
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Intern
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Mar 2018 - May 2018
Orange Academy: Network basis, Network security, Basics of VoIP, Cloud Computing, Introduction to Microsoft Collaboration Technologies ,and Introduction to Project Management. Orange Academy: Network basis, Network security, Basics of VoIP, Cloud Computing, Introduction to Microsoft Collaboration Technologies ,and Introduction to Project Management.
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3HandsEG
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Egypt
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Telecommunications
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1 - 100 Employee
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Summer Trainee
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Jun 2017 - Jul 2017
Mobile Communication Package Course Mobile Communication Package Course
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Egyptian Railway Authority
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Cairo Governorate, Egypt
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Engineer Internship
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Jul 2016 - Jul 2016
Signals System Signals System
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EGYPTAIR
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Egypt
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Airlines and Aviation
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700 & Above Employee
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Intern
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Aug 2015 - Aug 2015
EgyptAir Practical Summer Training for Engineers
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Intern
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Jun 2015 - Jul 2015
EgyptAir Electrical/Avionics Aircraft Systems Familiarization Course For Undergraduate Engineers
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Education
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2013 - 2018
Arab Academy for Science, Technology and Maritime Transport
Bachelor of Engineering (B.Eng.), Electrical, Electronics and Communications Engineering -
2009 - 2013
American International School of Dubai
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1999 - 2009
Saint Fatima Langauge School
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