Kariem Elmashad
BMC ITSM Technical Lead
Giza
Summary
I have 25 Years' experience for field IT (20 years in BMC Remedy AR and ITSM). Implemented many projects in many countries like (Egypt, KSA, Algeria, Uganda, Nigeria, and UK) I'm seeking new challenges in order to use skills, experience, and a sold technical background to help enhance the company operations and maximize the company revenues. Quality-driven Technical Lead well-versed in Vodafone best practices, project management requirements and Technical support operations. Successful at building robust solutions for changing business needs. Driven professional enthusiastic about meeting market challenges with scalable technologies.
Overview
24
24
years of professional experience
23
23
years of post-secondary education
Work History
BMC Remedy Technical Lead
Vodafone International Service
Cairo, Cairo
12.2017 - Current
- Lead L2 Support team to support Vodafone UK Remedy Environment
- Support two Remedy Environments
- Support Integrations between Vodafone UK Remedy and Vendors or Suppliers Remedy environments
- Implement changes on pre-prod and prod remedy environments.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences
- Improved software development processes by introducing Agile methodologies and promoting cross-functional collaboration
- Improved systems with addition of new features and infrastructure
- Assessed project milestones and team performance to keep staff on-task
- Investigated system issues and implemented resolutions to reduce downtime
- Led a team of developers to successfully deliver high-quality software projects on time and within budget constraints.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
Founder
One System Remedy Technology
Cairo, Cairo
10.2014 - Current
- Develop and Support two customized applications
- Service Center Management System to manage After sales Processes
- ERP application to manage all departments for any company.
- Developed strong partnerships with other businesses to allow for collaboration and more significant opportunities for growth
- Established a successful business by identifying market needs and developing innovative solutions
- Created organization's mission and vision statements for use by employees
- Defined company roles and responsibilities to establish and enhance processes
- Identified business development challenges and customer concerns for proactive resolution
- Prepared annual budgets with controls to prevent overages
- Created and monitored promotional approaches to increase sales and profit levels
- Established organizational mission statement through extensive collaboration and review
- Managed risk effectively by implementing comprehensive policies and procedures to mitigate potential threats to the business
BMC Service Management Consultant
Quintica
Uganda, Uganda
10.2014 - 09.2015
- Implement BMC ITSM 8.1.2 High Availability environment, based on Service catalogue, and install BMC Dashboard & BMC Analytics for MTN Uganda onsite.
- Designed reporting dashboards that allowed stakeholders to easily monitor key performance indicators related to service management activities
- Developed customized service management strategies tailored to each client''s unique needs, resulting in increased efficiency and productivity
- Established performance metrics to monitor service quality, driving continuous improvement efforts in service delivery
Sr. ITSM Technical Consultant
CyberMak Information System subsidiary of Elkharafi Groub
Cairo, Cairo
01.2012 - 06.2014
- Produce consultation, Implementation of ITSM
- Produce consultation for Business Process Automation to achieve Continual Service Improvement and Quality of Service
- Develop and customize Remedy Applications by using BMC AR System like Warehouse Module, HR Module, After Sales Module and Supply Chain
- Produce consultation for Database Administration to get top performance by creating proper indexes and maintenance schedule
- Create Reports using MS Reporting Services and crystal Reports.
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management
- Reduced downtime and improved productivity by providing timely technical support to clients, addressing their concerns and solving problems quickly
- Developed custom software applications tailored to client needs, resulting in increased user satisfaction and improved business operations
- Assessed business requirements to create focused solutions
- Investigated system issues and implemented resolutions to reduce downtime
- Developed technical requirement documentation for new software products
- Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions
- Designed and implemented data migration strategies, ensuring seamless transition between systems with minimal disruption to business operations
BMC ITSM Consultant and Remedy Developer
Vodafone Egypt
Cairo
01.2013 - 12.2013
- Develop and customize Remedy Applications by using BMC AR System
- Produce consultation for Database Administration to get top performance by creating proper indexes and maintenance schedule.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines
- Managed client relationships through regular check-ins and updates on project progress
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement
- Developed innovative strategies for clients, resulting in increased revenue and business growth
- Created and developed detailed work plans to meet business priorities and deadlines
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients
- Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity
- Supported clients with business analysis, documentation, and data modeling
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations
- Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs
- Integrated technology and business operations to identify targeted solutions to customer issues
Sr. IT Specialist
Raya Distribution subsidiary of Raya Holding
Cairo, Cairo
11.2003 - 02.2012
- Design, develop, Administer, and maintain Application to automate process by using BMC Remedy ARS, Microsoft Reporting Service, Company Portal (Microsoft Share Point Portal), Data Base designee and Administration and administer them, to meet identified technical needs and find solutions to user problems and system faults.
- Maintained up-to-date documentation of all IT assets, including hardware inventory, software licenses, warranties, and maintenance contracts.
- Led migration of critical data to cloud-based storage solutions, streamlining processes and reducing physical infrastructure costs.
VB .NET Developer
Development Group Misr
Cairo, Cairo
07.2000 - 12.2003
- Design, develop, implement and maintain automated Parking System to control incoming and outgoing Vehicles for 30 Parking places in Cairo and Giza.
- Supported continuous improvement initiatives by conducting regular code reviews and providing constructive feedback to peers
- Reduced production issues and improved application stability by diligently testing, debugging, and refining code
- Developed scalable applications with high performance using multi-threading techniques for better system resource utilization
- Increased software reliability with rigorous quality assurance processes and automated test-driven development techniques
- Completed analysis, design and testing phases of software development life cycle
- Analyzed, evaluated and developed new web and database applications
- Performed unit testing of web applications and troubleshot issues
- Optimized code performance by implementing efficient algorithms and data structures.
- Resolved complex technical challenges through proactive problem-solving skills and extensive understanding of VB .NET framework capabilities.
Education
Bachelor of Science - Discrete Mathematics and Computer Science
Menoufia University
Menofia 09.1996 - 06.2000
GED -
Deferent Cources
Deferent Cources 01.2008 - 01.2024
High School Diploma -
Abdel Monem Riad School
Abdel Monem Riad School 09.1993 - 06.1996
Skills
Problem-Solving
Client Requirements Assessment
Analytical Thinking
Client Engagement
Best Practices Implementation
Team Leadership & Development
Continuous Improvement
Work Planning and Prioritization
Performance Tracking
Customer Relationship Management
Project Management
Process Improvement
Project Leadership
Agile Methodology
Systems Development Lifecycle Management
Personality
- Decision Maker
- Communication skills
- Effective Time Management
- Flexibility
- Customer oriented
- Hard worker
- Good ability to work under pressure
- Self-Motivated
- Quick Learner
Business Level Skills
- Ability to understand business requirements and translate it into technical specifications
- Ability to learn new technologies and integrate them in daily work
- Creativity in finding solutions and in exploring new options/ideas
- Provide high-tech solutions to any problem with Remedy or other integrated applications
- Improve processes to increase efficiencies, effectiveness and customer satisfaction
Military Service
Exempted
Faculty Graduation Project
Control Exams Information System, A program developed using VB version 6 to manage the exams for all students according to the hours study system., Excellent
Personal Information
- Date of Birth: 11/20/78
- Gender: Male
- Nationality: Egyptian
- Marital Status: Marred
Timeline
BMC Remedy Technical Lead
Vodafone International Service
12.2017 - Current
Founder
One System Remedy Technology
10.2014 - Current
BMC Service Management Consultant
Quintica
10.2014 - 09.2015
BMC ITSM Consultant and Remedy Developer
Vodafone Egypt
01.2013 - 12.2013
Sr. ITSM Technical Consultant
CyberMak Information System subsidiary of Elkharafi Groub
01.2012 - 06.2014
GED -
Deferent Cources
01.2008 - 01.2024
Sr. IT Specialist
Raya Distribution subsidiary of Raya Holding
11.2003 - 02.2012
VB .NET Developer
Development Group Misr
07.2000 - 12.2003
Bachelor of Science - Discrete Mathematics and Computer Science
Menoufia University
09.1996 - 06.2000
High School Diploma -
Abdel Monem Riad School
09.1993 - 06.1996