Mohamed ElGendy
Office IT Technical Lead
Cairo
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
16
16
years of professional experience
15
15
Certifications
2
2
Languages
Work History
Office IT Technical Lead
VOIS Egypt
Cairo
12.2021 - Current
- Evaluated and adopted new technologies to address changing industry needs.
- Investigated system issues and implemented resolutions to reduce downtime.
- Organized system operating procedures to strengthen controls.
- Involved in the RTC domain cyber security activities.
- Involved in the RTC projects effort estimation and resources calculations.
- Real Time Communications SPOC for Major Incidents updates and business meetings.
- People Management, performance monitoring & coaching
Technical Events Manager
Vodafone, Smart Village
Cairo
03.2020 - 11.2021
- Responsible to manage Vodafone Group VIP (CEO and ExCo) Events with a very accurate and Very High Quality and to handle complex escalations coming from Vodafone Local Markets SPOCs or Vodafone Group SLT.
- Responsible to ensure that the design and implementation fits the business purposes
- Responsible to Provide quick fixes and backup scenarios in case of any failures or reported issues during monitoring any Exco/VIP event
- Meets deadlines strictly for providing the plan /design to ensure meeting the customer/business requirements
- Effectively understanding the requirements and testing any new hybrid setup for the global level big events
- Responsible to build network with other Support teams, SLTs and Group EXCOs
- Eager to explore new unified communication Technologies and Up to date with Vodafone Partners
- Timely involvement and alignment with other technical supporting functions in case of event's failure
- Responsible to set improvement plans to highly increase the customer satisfaction
- Managed administrative logistics of events planning, event booking, and event promotions.
Sr Real Time Communications Engineer
Vodafone Intelligence Services, Smart Village
Cairo
07.2015 - 11.2020
- Responsible to provide 2nd and 3rd line technical support for all Vodafone Group Real-Time communications services (Video Conferencing, Video Streaming, Skype for Business and Ms Teams)
- Performing the proactive monitoring for all the RTC elements to achieve the desired QoS and service availability
- Responsible for Implementing Changes for the VC Systems and do the Pre and Post Checks for other RTC Services if required during the On-Call duty
- Responsible to Provide L2 incident Management, Fault Resolution and Service Requests fulfillment
- Responsible to provide L3 Changes on the servers’ level (upgrading, rebooting and migrating) for all the Video Conferencing Elements of Blades and VC servers
- Major Incident Management SPOC for the RTC Area & responsible to manage all the P1 and P2 tickets and perform the required communications, following up for the updates till resolution
- Handling Problem tickets and provides the root cause and the suitable preventive actions to avoid occurrences
- Responsible for updating all the Process Documents that Related to the VC Area in the RTC team
- Responsible for Preparing and Presenting the monthly SRM (Service Review Meeting) in front of the Group Service Owner and Vodafone Group OIT top Management - Governance & Reporting
- Investigated faults in voice and data across local and wide area networks.
- Designed networks and handled basic troubleshooting for internal system issues.
Help Desk Supervisor
Vodafone International Services, Smart Village
Cairo
04.2014 - 04.2015
- Scheduled staff and delivered training materials and information.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Researched product and issue resolution tactics to address customer concerns.
- Wrote and presented reports on help desk activities.
IT Support Center Engineer
Vodafone International Services
Cairo
11.2011 - 04.2014
- Own and manage the relationship with all users by resolving technical issues via calls, mails and IT Request Forms effectively and efficiently according to ITIL standards
- Liaise with the second line of support to resolve reported incidents and enquiries
- Provide users with accurate and timely information regarding their technical incidents
- Communicate with All Vodafone Egypt mails for system maintenance windows or system updates
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Performed preventative maintenance to keep tools and equipment functional.
An international representative
Net-one International
Cairo
03.2007 - 08.2007
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
Education
Computer Systems Engineer - Computer Engineering
Faculty of Engineering, Ain Shams University
Cairo 01.2011 - 06.2011
Skills
Cross-functional teams leadership
Project Management
Events logistics management
New Business Development
People Management
Communication Skills
Team mentorship
Technical Support
Key performance indicators
Staff education and training
Employee Evaluation
Performance improvement
Decision-Making
Organization and Time Management
Teamwork and Collaboration
Accomplishments
- Innovation Implementation Certified from Harvard Management Mentor
- Project Management Certified from Harvard Management Mentor
- Business Email Etiquette Certified from Harvard Management Mentor
- Extracurricular activities:
- A member in Organizing committee of The 2010 International Conference on Computer Engineering & Systems (ICCES'2010) November 30-December 1,2010 faculty of Engineering, Ain Shams University (http://www.iceec.org)
- Attended TEDxCairo conference in AUC (http://www.tedxcairo.com/index.html), May 2010
- Associative sales member in “More” Company
- Winner of the best student company trophy, 2008
- A participant in the 2nd annual conference for engineering student (ACES2006)
- Act to survive workshop, 2006
- A Public relations member in KHER committee for charity activities
- A Fundraising & Public relations member in Associative Power Engineering Community(APEC) (an organization that aims to help electrical power students filling the gap between the academic content and real life work experience)
- Attended different seminars for top multinational technology-leading companies -Intel and Oracle.
Certification
Attending MS-700T00-A: Managing Microsoft Teams from ITEgypt Corp
Timeline
Product Management attendance
06-2023
SAFe Agile attendance
06-2022
Office IT Technical Lead
VOIS Egypt
12.2021 - Current
ITIL Service Life Cycle (SD, SS,SO,ST,CSI), attendance certified from Global knowledge.
06-2021
Attending MS-700T00-A: Managing Microsoft Teams from ITEgypt Corp
08-2020
Technical Events Manager
Vodafone, Smart Village
03.2020 - 11.2021
Agile Fundamentals attendance
01-2020
Certified Agile Foundation from ICAgile
11-2019
Certified VSphere 6.7 configuration and administration with a strong Hands on Experience
12-2018
Certified PRINCE2 Foundation from ITEgypt Corp
10-2018
Certified Technology Expert from Pexip
07-2018
Attending MCSA training with Very Strong Windows Server 2016 administration background, Active Directory, DNS, DHCP and IIS.
06-2018
Certified CIVND (Cisco Implementing Video Networks Devices) with a strong hand on experience.
06-2017
Certified CCNA (Cisco Certified network associate) August 2008 with Very Strong Networking theories background.
06-2017
Attendance Certificate for PMP Vodafone Academy
03-2017
Certified Technology Expert –Diagnostics from Pexip
07-2016
Sr Real Time Communications Engineer
Vodafone Intelligence Services, Smart Village
07.2015 - 11.2020
Help Desk Supervisor
Vodafone International Services, Smart Village
04.2014 - 04.2015
ITIL Foundation V3 certified
03-2013
IT Support Center Engineer
Vodafone International Services
11.2011 - 04.2014
Computer Systems Engineer - Computer Engineering
Faculty of Engineering, Ain Shams University
01.2011 - 06.2011
An international representative
Net-one International
03.2007 - 08.2007