Khalid Ahmed Mohamed Ali156 Fifth element, New Cairo

Mobile: +2 01014001406 OR +2 01126658844E-Mail: khaled_ahmed_1986@yahoo.com

OBJECTIVE Seeking a Technical Support Manager or an IT Manager position with a successful organization, in IT department, where by my hard work allows me to use my skills, determination to succeed and can improve my skills, prove myself, gain experience and achieve the goals of the organization in order to create mutual benefits

CERTIFICATION

Developed language and computer skills.General course at AUC "ENGLISH

LANGUAGE"Diploma in network administration.MICROSOFT DIGITAL LITERACY TRAINING (WORD ,EXCEL,POWER POINT)MCP MCSA MCSE MCTSMCITP EnterpriseITIL Foundation

Experience

Technical Support Manager at TBTB (The distributor of Philip Morris) from 1/3/2014 till present

The main responsibility in current position is to lead the technical support team to provide a very high level of technical skills and to provide a high level of customer satisfaction.

Responsibilities:

- Ensure technical support team knowledge is sufficient to provide 1st level of support.- Reach acceptable customer satisfactions within acceptable time.- Follow up on technical support engineers on assigned tasks.- Manage resources related to end user.- Provide technical support team tools (SW& HW)- Apply ITSM to create a support model.- Being the first level of escalation for support complains.- Plan the end users’ needs for (HW & SW)- Responsible for incident management & its escalation ways.- Being the focal point with vendors for maintaining HW assets. - Manning Team Consisted of 32 Technical Support Engineer. - Responsible for warehouse monitoring & tracking.- Applying Inventory System.

Achievements & recognitions

- Decrease the time to fix for issues to 15 MIN instead of 90- Implementing all the company sites - Set all the technical support function- Having several official thanks emails

Senior IT Specialist |Team Head at PepsiCo International. Form 8\10\2010 till 28/2/2014

The main responsibility in current position is to provide a very high level technical skills in supporting end users which’s leads to a high level of customer satisfaction for all Egypt users (more than 3000 users) and also to provide a second level of support for another Engineers across NEA regions (North East Africa)

Responsible for:- Supporting end users application (office 2003, 2007,2010)- Supporting regular end user network issues- Installing and troubleshooting Business applications (SAP-Citrix-HR application,

HFM…)- Supporting Top management across Africa.- Troubleshooting hardware issues and replace spare parts (Laptops & Desktops)- Handling Printer issues.- Responsible for managing & supporting 8 sites across Egypt. - Provides hardware resources for all sites in my scope. - Trouble shooting File server issues.- Responsible for hardware store in HQ Office - Managing VPN Server. - Managing Active Directory.- Managing Backup Server.

Technical Team Head Responsibility:

- Provide a Seconded level of support for Service desk engineers - Monitor SDE Attitude with the customers- Being a focal point of communication with the International team.- Motivate the team to provide a high level of service to customers- Handel the critical issues & prepare a documentations for it - Handle Top Management user’s issues and provide the expected quality of service

for them.- Help the technical Engineers to handle the heavy tasks and big projects.- Provide the technical experience & the training to Juniors Engineers - Managing PepsiCo internal Backbone application (IDM) to provide the requested

services from the users such as (VPN Access- Workspace Access- the Special purpose account -...)

- Responsible for escalation cases to provide a permanent fix and to sustain a high level of customer satisfaction.

- Monitor time to fix using two ticketing systems (HP SM9 & HPOV)

Important Achievements at PepsiCo:

- Star of the year for 2013

- Employee of the month for October, 2013

- Preparing Standard Image which has been certified to be deployed on all machines In (Egypt, Jordon, Saudi Arabia)

- Take the responsibility of administrating Blackberry Server which serving (Jordon, Egypt, Saudi Arabia & Dubai ) (in PepsiCo handling this server was related to the Global Messaging team and for the first time this task to be assigned for an engineer who is not one of the international team.

- Provide permanent fix for a lot of Critical issue which has been documented to be a reference

System Administrator at GPP the Owner of CityStars Mall Form (1\9\2009 till (1\10\2010)

Responsible for:

- Administrating Active Directory on windows server 2008.- Implementing & administrating KMS Server - Administrating Exchange servers 2007- Administrating Isa Server 2006- Provide second level of Support for Service Desk Engineers- Prepare a daily Reports for (bandwidth usage, Internet users classes , …) - Working closely to top management to understand their requests and provide

solutions which sustains their needs.- Provide the required system customization to fit the business needs- Managing MS hosted service related to exchange servers

Professional Service & Support at Global Brands Group from (1\6\2009 to 1\8\2009)

Responsible for:- Provide Service & support for down servers - Implementing OS for new servers.- Provide Support for down infrastructure application (DNS, DHCP…)- On call agent for customers to support client desktops- Representing Microsoft technical support engineer call center.

One of the leading international construction groups, with worldwide diversified activities, offers a full range of services in engineering and construction projects.

- System Administrator at Archirodon Construction "Over Seas" Company form (3\9\2008) to (4\5\2009)

Responsible for:

- Provide a first line of support for end users- Managing Active Directory - Implementing & Administrating ISA 2004 Server- Support Printers Issues (Software & Hardware)

The world's leading provider of network solutions for companies that serve ... It's another reason why iBAHN® iMEDIA™

Trainee at IBAHN Company for two months

EDUCATION Helwan University Cairo, Egypt

Faculty of commerce. Accounting department. Graduation year: 2008.

SKILLS

Language Skills: Native language Arabic. Excellent command of both written and spoken English.

Personal Skills Communication & Interpersonal Skills. Presentation Skills. Self-Management Skills. Work under Stress. Alternative details. Management skills Time Management

PERSONAL INFORMATION Date of Birth 25/04/1986.

Nationality Egyptian. Marital status Married Military Status Exempt

INTERESTS

Football, traveling, reading, searching and music Car License Yes. Reference

Will be provided upon request