Mohamed Galal Khalil El-Sharkawy

Work history

Manager - ICT

Tibyana Health Investment Co

Jeddah, Saudi Arabia

05.2022 - Current

Vendor Management to make purchasing decisions and maintain relationships with vendors for as long as the company uses them. Negotiation with the Vendors to get the best Price plan. Evaluating the Quotation based on business needs. Choose the best Quotation.
Reporting Management responsible for managing the entire ICT reporting process . Preparing Reports about Hardware, Software, Services Provided and Ongoing Process and Procedure for ICT Department Across Africa and Europe.
Budget Management Responsible for Budget Creation and Modification to control the ICT Department Expenditure and for Saving Cost.
Server Management tracking server activity, performing upgrades of software, maintaining computer hardware, improving efficiency by evaluating system network functions.
Network Management responsible for installing and maintaining Company networks, also to train staff to provide first rate technical support.
Team Management Responsible for teamwork, communication, objective setting and performance appraisals, identify problems and resolve conflicts within a team.
* Asset Management responsible for getting Asset Inventory. Managing the changing for any asset and the Modification may be happen on the inventory. Validate all Inventory Files.
* Change Management Responsible for planning for the change needs to be implemented. Provide Resources and Use Data for Evaluation. Communicate with Stake holder in order to Present the Change. Monitor and Manage Resistance, Dependencies, and Budgeting Risks. Implementing the change then Review the Impact and Reporting.
Business Analysis identifying business needs and determining solutions to business problems. Solutions often include a software-systems development component, but may also consist of process improvement, organizational change or strategic planning and policy development.
Transition Management changes to a pension fund's portfolio of assets. Often perceived as a short-term investment assignment, TM aims to reduce unnecessary costs and unrewarded risks associated with changes to investment exposures.
Customer Relation Management approach to manage a company's interaction with current and potential customers, uses data analysis about customers' history with a company to improve business relationships with customers.
Led information and communications strategy development.
Installed new technologies without disrupting workflow.
Installation and configuration of standard desktop PC, Laptops, Tablets, and mobile devices.
Setup and configure printers, scanners, and other peripherals. - Install and configure software.
Configure basic Windows, AD login for users and emails in MS Outlook.
Coordinate with Internet service providers.
Coordinate with application team for related issues.
Installation of Firewalls and Switches.
Maintain excellent communication with all end users and other members of the technology department.
Provide Reports regarding all Points of Information technology Department.
development implementation of wiring configuration standards connectivity solutions, overall network operation systems, network software, server hardware configurations, network file systems and directory structure.
Maintaining and Configuring Firewalls.
Maintaining and Configuring Switches.
Maintaining and Configuring Routers.
Maintaining and configuring Servers.
AD Configuration and Management.
administration of the Exchange Email Servers and Client Installations, including smart phones.
Performs and verifies system and data backups on servers. - evaluating end user needs and recommending appropriate equipment and software configurations.
CCTV Configuration and Management.
IP Phone Installation (Avaya).
Backup Solution installation and Management.
Implementation of antivirus.
Implementation of ERP.
Implementation of HIS.
LIS Management.
Iso 27001.

Regional Deputy Manager

Tanta

Tanta, Egypt

04.2019 - 04.2022

Recruited and trained driven, dedicated team members, reducing staff turnover.
Managed and monitored multidisciplinary teams, providing coaching to consistently exceed KPI targets.
Maintained excellent client relationships by dealing with queries and complaints calmly and professionally.
Created weekly performance reports, analyzing and interpreting data to improve day-to-day business operations.
Installation and configuration of standard desktop PC, Laptops, Tablets, and mobile devices.
Setup and configure printers, scanners, and other peripherals. - Install and configure software.
Configure basic Windows, AD login for users and emails in MS Outlook.
Coordinate with Internet service providers.
Coordinate with application team for related issues.
Installation of Firewalls and Switches.
Maintain excellent communication with all end users and other members of the technology department.
Provide Reports regarding all Points of Information technology Department.
development implementation of wiring configuration standards connectivity solutions, overall network operation systems, network software, server hardware configurations, network file systems and directory structure.
Maintaining and Configuring Firewalls.
Maintaining and Configuring Switches. - Maintaining and Configuring Routers.
Maintaining and configuring Servers.
AD Configuration and Management.
administration of the Exchange Email Servers and Client Installations, including smart phones.
Performs and verifies system and data backups on servers.
evaluating end user needs and recommending appropriate equipment and software configurations.
CCTV Configuration and Management.
IP Phone Installation (Avaya).
Backup Solution installation and Management.
Implementation of antivirus.

Senior Regional IT Support Engineer

VFS Tasheel international company, Tanta

Tanta, Egypt

07.2017 - 04.2019

Answered user questions about hardware and software operation to help resolve problems.
Tested function of peripheral equipment and completed quality repairs.
Tracked computer system and network performance to identify root causes of issues.
Prepared equipment for staff use, installing cables, operating systems, and software.
Established and troubleshot network and data communications systems.
Followed manufacturing instructions and design specifications when completing repairs.
Conducted server back-up and recovery operations in line with protocols.
Installed new software for users and monitored version and patch update requirements.
Followed technical documentation for accurate installation, maintenance and repair work.
Carried out new hardware installations and updates, keeping systems functional and secure.
Supported loading of peripheral equipment with selected materials.
Configure basic Windows, AD login for users and emails in MS Outlook.
Coordinate with Internet service providers.
Coordinate with application team for related issues.
Maintaining and Configuring Firewalls.
Maintaining and Configuring Switches.
Maintaining and Configuring Routers.
Maintaining and configuring Servers.
AD Configuration and Management.

Regional IT Support Engineer

VFS Tasheel international company

Tanta, Egypt

11.2014 - 07.2017

Support all Africa and Europe Region.
Configured and maintained internal lab servers, workstations and group policies for smooth operations.
Supported out-of-hours service by working unsociable hours on-call.
Recommended and implemented configuration changes and system additions to optimise performance.
Gave first-line support to customers within agreed Service Line Agreement (SLA).
Analysed support tickets and current performance against Service Level Agreements (SLAs) and internal targets to generate insights for management.
Empowered team to deliver contractual requirements by spearheading continuous improvement programmed.
Achieved high levels of customer satisfaction by proactively ensuring prompt resolution of support cases.
Translated common questions into real improvements to user-facing documentation, guides and examples.
Acted as first point of contact for clients experiencing complex software issues, escalating calls as necessary to ensure speedy resolution.
Worked to optimise maintenance processes to support existing and future contracts.
Created assessment reports of equipment issues and resolutions using operational data.
Troubleshot operating systems, hardware and software problems to identify root causes.
Responded to incidents on-site, providing precise time estimations and managing customer expectations.
Monitored and documented performance and up-time for company products.

Customer Experience expert

VFS Tasheel international company

Tanta, Egypt

01.2014 - 11.2014

Auditor

Egyptian Company for Engineering and Agriculture

Cairo, Egypt

03.2013 - 12.2013

Egyptian company for engineering and agriculture
Carried out thorough reviews of documents and completed accurate audit reports.
Minimized risk by maintaining up to date knowledge on industry and regulatory changes impacting audit operations.
Handled diverse client portfolio work, establishing goals and supporting achievement to deadline.
Interpreted financial statements, account records and detailed numerical data to make accurate audit assessments.

Customer Service Technical Support

Etisal International

Cairo, Egypt

11.2011 - 02.2013

Mobily project KSA
Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
Adhered strictly to policies and procedures for continued company compliance.
Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
Assisted customers with varying questions using product knowledge and service expertise.
Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Managed high-volume customer queries simultaneously through effective multitasking.
Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Answered customer telephone calls promptly and improved on-hold wait times.
Helped colleagues with handling complex queries, decreasing turnaround times.
Reviewed personal performance records to pinpoint and address service gaps.
Liaised with clients to facilitate successful delivery of orders.

Sales

Tanmeyah

Kafr El Zaiat, Egypt

08.2010 - 05.2011

Analysed industry and competitor trends to enhance sales strategy.
Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
Qualified prospects to determine future sales possibilities and improve conversion efforts.
Generated new leads and opportunities to maximize revenue.
Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
Built focused new client networks, growing business opportunities and increasing revenue possibilities.
Maintained contact with customers throughout sales and pre-delivery process.
Built long-term relationships with customers and generated referrals from existing clients.
Partnered with internal teams to identify, present and close opportunities with new clients.

Summary

Overview

Work history

Manager - ICT

Regional Deputy Manager

Senior Regional IT Support Engineer

Regional IT Support Engineer

Customer Experience expert

Auditor

Customer Service Technical Support

Sales

Education

CCNA - MCSA - MCSE - Avaya IP Phone. - Commvault Backup. - FortiGate Firewall -

ITIL. - undefined

Bachelor of Accounting - English Section

Skills

Languages

Timeline

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