Ibrahim AL-Sharkawy

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Developed and initiated projects, managed costs and monitored performance.
• Updated operational methods and oversaw accounting procedures for improved efficiency.
• Maintained relationships with material vendors to lower costs and diversify capabilities.
• Team management as well as program management through design, construction and launch process.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
• Mentored departmental team, boosting efficiency, success and morale among employees.
• Customer Satisfaction through regular followup meetings to insure client vision is being properly developed.
• Requirement elicitation is carefully collected with proposals developed as per client needs with constant tweaks until final proper proposal is agreed upon
• Updated operational methods and oversaw accounting procedures for improved efficiency.

Milestones/ Achievements:

• Reduced budgets up to 30% in some cases without the sacrifice of work quality
• Discovered hidden stars amongst team members that were supposed to be in leading positions and repositioned them accordingly
• Managed teams of up to 15 bright members.
• Met all project deadlines in all occassions.
• Ran multiple projects simultaneously and came with the seeked results.
• Met an almost impossible deadline, by working through weekends and double shifts.
• Trained junior personal to reach their full potential.
• Introduced an improved KPI system to more fairly recognize single and team efforts.

• Wrote detailed architectural design plans, security requirements and specifications.
• Infrastructure Startup stakeholder in New Branches till Successful Operation
• Acted as New Projects manager from startup to delivery
• Purchasing and IT Procurement
• Managing SLA's, Contracts, Licenses, etc..
• Disaster Recovery
• Routing/Switching/Voice/Security/LAN/VPN
• Information Security Assessment, intrusion prevention and detection analysis
• Penetration Testing

Milestones:

• Global Network Health Monitoring With automated failure emails
• High availability WAN links with Cellular backup
• Periodic security awareness sessions to staff to insure employees are aware of the security risks that they can be exposed to
• Help desk ticketing system with an escalation matrix
• Automation of networks equipment backup procedure
• Change management procedure manual
• All procedures for current implementations are documented in a clear step by step industry standard manual as well as a clear infrastructure diagram
• Secure VPN remote office connection to employees
• Infrastructure renovation and opening of 5 branches inside Egypt
• Disaster recovery planning, implementation and testing
• Protection system on all employees’ laptops to protect company data in case of theft.
• Planned, designed and delivered diverse IT solutions.

• In Cairo Serving over 1200 employees in one of the major daily newspapers in KSA
• Duties:
• Interviewing, recruiting and managing a team of Helpdesk agents
• Creating Helpdesk management Platform software configuration and maintenance (Manage Engine Service Desk Plus)
• Respond to employee calls on Helpdesk short number and record their incident in the helpdesk portal
• Solve employee incidents via remote tools if possible; escalate to first line Support team in Dammam KSA if not applicable to be fixed remotely
• Using “Active Directory Users & Computers” Console to unlock/ edit/ add/ delete Users Account
• Generate Symptom Reports to IT Department heads in order to perform preventive maintenance and early discovery of potential problems
• Milestones:
• Saving a lot of downtime due to the efficient usage of available resources that is not wasted on small yet time wasting requests
• Built a well-structured helpdesk unit that had the highest ratings by users in terms of commitment, process punctuality and service quality
• Creating Helpdesk escalation matrix, Standard troubleshooting steps documentations and help videos
• Started Knowledge base portal for common problems for both users and technicians
• Creating KPi criteria for agents
• Creating the helpdesk main server that hosts the Service desk software which is fully configured from scratch and documenting backup procedure for its database.

• Acting as the head of all technical aspects of the business in terms of software, hardware and/ or IT purchases
• Wired/ Wireless network troubleshooting, maintenance and optimization
• Preventive maintenance for desktop computers (Patches, Updates, etc…)
• First line user support
• Maintaining server room and network racks
• Manage power and electrical health of IT equipment
• Managing printers and scanners and maintaining scan shared folders
• Managing voice PBX
• Managing the main business software solution and being the accounting person to the health of the server.