Ali Omar Ahmed Sakr
Giza
Summary
Priority-driven Infrastructure Manager with a career spent establishing service level agreements with end users and coordinating the installation of hardware and software. A diligent employee with extensive negotiation and staff oversight skills. Ready for a new role supervising network infrastructure design. Intelligent IT Manager with 14-year record of leadership experience in areas such as infrastructure development and management, application support and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as operational leader, articulate communicator and practiced influencer. Collaborates across functions to outline and achieve project targets. Skilled in building solid business solutions based on methodologies and engineering principles. Complex problem-solver skilled in developing proposals, integrating technologies and managing projects. Adept at improving security, operational processes and systems implementation procedures. Proficient in disaster recovery planning, emergency response, project mapping and training. Effective leader offering exemplary talents in budget oversight, client needs assessments and prioritizing tasks. A smart Infrastructure Manager knowledgeable in configuring such security devices as firewalls, VPNs and intrusion prevention systems. Seasoned Information Technology Manager knowledgeable about infrastructure, security, and operations management. Proactive and decisive leader with 5 years of related experience.5 Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
Work History
Infrastructure Manager
October Pharma For Pharmaceutical Industries
Piece #190, St. #25, 1st Industrial Zone, 6 October City
2010.08 - Current
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Installed, tested and checked effectiveness of such security technologies as VPNs, firewalls and anti-malware solutions.
- Ensured compliance with industry standards for data security and privacy regulations.
- Developed project metrics to follow system build-out progress.
- Controlled operational IT budget and expenditures within department parameters.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Provided company users with tech support for IT problems and account maintenance.
- Examined metrics and prepared IT project progress reports.
- Collaborated in team-oriented environments, working cohesively, and successfully on multiple projects.
- Collaborated with stakeholders to define requirements for new projects and initiatives.
- Established service level agreements between internal teams and external partners.
- Recruited, trained and supervised IT department staff.
- Troubleshot complex technical issues across multiple layers of the IT stack.
- Participated in budget planning sessions to forecast future IT expenditures.
- Managed all aspects of network security, including firewalls, malware protection, and intrusion detection systems.
- Offered positive reinforcement and delivered exceptional training to newly hired employees to impart knowledge required to perform work effectively.
- Created centralized management capability by integrating warehouse management software applications.
- Provided technical guidance and support to team members on various IT-related topics.
- Implemented effective backup solutions to protect critical data assets from loss or corruption.
- Maintained knowledge of advances in information technology systems and applications.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Developed and implemented a comprehensive disaster recovery plan for the entire infrastructure.
- Configured and optimized virtualized servers to ensure optimal performance.
- Created detailed documentation outlining processes related to system administration tasks.
- Maintained an inventory of hardware, software, and licenses across the organization's IT infrastructure.
- Conducted periodic audits of the IT environment to ensure compliance with established policies.
- Monitored system performance metrics to identify potential issues before they become problems.
- Managed backup, user account and helpdesk systems.
- Coordinated with external vendors for procurement of hardware and software components.
- Checked network performance and developed strategies to continuously manage network infrastructure.
- Performed regular system maintenance activities such as patching and upgrades.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Planned and completed group projects, working smoothly with others.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
IT Support Engineer
Egyptian Emirates Brokerage
Dokki, Giza
2007.09 - 2010.07
- Assisted with network infrastructure design and implementation.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Stayed abreast of latest software developments to enhance job knowledge.
- Maintained inventory records of all hardware components within the organization's network.
- Identified opportunities for process improvements within the IT department that could result in cost savings or increased productivity.
- Evaluated existing networks against industry best practices for security purposes.
- Monitored support activity trends to create problem resolution and solution reports.
- Configured routers and switches according to organizational specifications.
- Used remote login tools to assist clients with technical and product questions.
- Conducted research on emerging products, services, protocols, and standards in support of system development efforts.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Demonstrated advanced product knowledge to solve customer issues.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Evaluated software or hardware to recommend improvements or upgrades.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Maintained positive working relationship with fellow staff and management.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Supported customers with online billing, access and account issues.
- Provided technical support to end-users on a variety of computer software and hardware issues.
IT Administrator
EIPICO For Pharmaceutical Industries
EIPICO, Tenth Of Ramadan City - 1st Industrial Zone B1,
2005.01 - 2007.08
- Troubleshot network connectivity problems between remote sites and headquarters.
- Directed daily assignments and process workflows.
- Spearheaded automation of several system administration functions, reducing required billable hours of intervention.
- Set up file sharing protocols such as SFTP and FTP for secure data transfer across networks.
- Configured Windows Server roles such as DHCP, DNS, IIS, Hyper-V.
- Spearheaded server infrastructure development, quality control, staging and production operations.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Installed, configured, and maintained hardware such as servers, computers, and printers.
- Maintained disk storage by verifying and preserving terabytes across physical locations.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Submitted recommendations regarding infrastructure overhauls.
- Drafted interface plans to connect local desktop networks with remote, high-performance computing clusters.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Coordinated with vendors and company personnel to facilitate purchases.
- Promoted continuous improvement for IT governance processes.
- Monitored network performance to determine adjustments needed.
- Configured VPN tunnels between remote sites for secure communication over public networks.
- Maintained the organization's network infrastructure including routers, switches, firewalls, and wireless access points.
- Conferred with network users about solutions to existing system problems.
IT Specialist
SEKEM GROUP
Cairo
2004.01 - 2004.10
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Maintained positive working relationship with fellow staff and management.
- Trained end users on how to use new systems and technologies effectively.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Ensured compliance with relevant laws or regulations regarding information security.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Coordinated with vendors for procurement of IT products or services as needed.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Conducted workflow analysis, space design or cost comparison analysis.
- Served as first point of contact for incoming technical service calls and emails.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Developed and maintained strong relations with customers to meet quality expectations.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Education
B.Sc. in Computer Science - Computer Science
Al-Alson High Institute
Cairo - Nasr City - Extension Of Makram Ebeid Stre2002-05
Skills
- Task Prioritization
- Database Administration
- Application Support
- Hardware Troubleshooting
- Problem Diagnosis
- Network Architecture
- Information Security
- IT Security Management
- Network Infrastructure Installation
- Staff Oversight
- Software Deployment
- Operating Systems
- Network Administration
- Configuration Management
- Incident Management
- Storage Management
- Disaster Recovery
- Capacity Planning
Timeline
Infrastructure Manager
October Pharma For Pharmaceutical Industries
2010.08 - Current
IT Support Engineer
Egyptian Emirates Brokerage
2007.09 - 2010.07
IT Administrator
EIPICO For Pharmaceutical Industries
2005.01 - 2007.08
IT Specialist
SEKEM GROUP
2004.01 - 2004.10
B.Sc. in Computer Science - Computer Science
Al-Alson High Institute
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