Mohammed Mounir Elshafay

• Provide Level-3 (Expert) support of Systems, Security and such as (VMware, Linux, Unix, Microsoft Windows 2K8/2K12/2K16, IIS, PowerShell, MS SQL, CyberArk & BladeLogic) with excellent understanding of operating systems, Network Architectures, Hardware servers, virtualization, storage, and backup.
• Provide Knowledge Transfer to the Level-2 teams.
• Provide On-Call support on request basis.
• Product Industrialisation (Market watch, Product Study, Release Management, L2 Knowledge Transfer, Service Management)
• Validate the customer requirements & work on the customer design & Prepare the Low-Level Design
• Provide support to the Pre-Sales teams for validating the build process
• Build & Integration support for TTM and complex customer projects
• Perform the initial Deployment and Validation of hardware
• Follow the complete Lifecycle of Problem Management Process & Procedures
• Provide support on the Anomaly Requests raised by Solution Support teams(L2), CTS2 teams (L1) and IT- Customer Service Managers (IT-CSMs).
• Develop and implement automation and integration for the cloud and system infrastructure solutions of our customers
• Provide Root Cause Analysis (RCA) for all major problems
• Regular follow-up with the L2 teams, L1 teams and IT-CSMs on the improvement plans for the workaround / resolution provided, Level 3 (L3) Support
• Regular uploads of Problem Record details in the OCB Known Error Database (ASKIT)
• Maintain a high degree of technical knowledge of all Orange Business Services products, services, and solution sets.
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
• Key Result Areas
• Effective customer satisfaction by delivery of Cloud projects with right quality and on time.
• Quality of support within the Time schedule
• Knowledge Transfer/Sharing, L2 Handover
• Effectiveness of Solutions/Support
• Validation of new Products and Major Releases related to Cloud Systems with subsequent documentations
• Contribution towards Problem Management Process
• Root Cause Analysis Reports on Critical and Major incidents
• Communication with all the Stakeholders
• Knowledge Base and Known Error Database
• Ensure that the Level-2 system teams are adopting the new technologies that are added in the Product catalog
• Ensure the consistent Level-3 support to Level-2 systems teams and customers
• Ensure the development and maintenance of Service and Product catalog
• Ensure systems are available, reliable, and work at optimum performance
• Management of Mean Time to Restore Service targets
• Provision of technical consultancy to development plans and projects
• Ensure legal requirements are adhered to for the licensing
• Provision of effective and efficient running of the systems and ensure its optimum performance
• Regularly upload Technical Instructions in OCB ASKIT
• Conducted thorough risk assessments before every project initiation or change request approval process, mitigating potential threats effectively across various projects'' life cycles.
• Championed continuous improvement initiatives within the organization''s IT infrastructure, driving a culture of innovation and efficiency.

• Design and configuration of Servers, Storage, Virtualization, Security and Windows / Linux operating systems solutions.
• Responding to inquiries from clients, staff, service providers and vendors to provide technical assistance and support.
• Managing assigned projects and program components to deliver services in accordance with established objectives.
• Leadership in Cloud Solutions Design, Planning, Implementation, Migration and Support.
• Design Cloud-based solutions either hybrid or public (IAAS, PAAS, SAAS).
• Implementation planning for Migration Services, Deployment Services, Delivery, Configuration, etc...
• Presentation of Cloud Solutions business, requirements and design attractive solutions based on the agility and elasticity of the cloud.
• Design of Cloud offerings including services, support, training. Detail definition of Solution Components, Scope of Work, Deliverables, Present Proposal request, Effort Sizing and Pricing.
• Leading the technical solution effort and activities under the role of the Technical Solution Owner ensuring and verifying the solution design is correct and meets customer specifications, service efforts/ sizing, etc., by interfacing with stakeholders.
• Manage ERP Odoo System for (Server on Odoo Sh, GitHub as a repository, Database of Odoo Server, Backup server, IAM of DB and server and application)
• Manage and lead all the process of Microsoft 365 for the technical and licenses from Microsoft partner center.
• Manage and lead all the process of Acronis cloud Backup from Acronis cloud portal, and Acronis partner portal (Licenses, create new customers tenant, manage the tenant as a service provider).
• Manage and lead all the process as a presales lead for the Microsoft licenses perspective, communicate with the distributers and vendors.
• Manage the process from any (RFP – request for Technical Proposal & Commercial Proposal, Technical write up, RFI – Request for Information or compression or Clarification, RFQ – request for Quotation and Prices.).

Projects & Customers on Jawraa Private Cloud:

Jawraa

• Manage Jawraa Private DC, 30 Hyper-V Hosts 150 VM.
• Implemented and manage SCVMM.
• Implemented MAAS Solution on Exchange server 2019 with multi-tenant using MachPanel for the ECP.
• Manage Jawraa Tenant on Microsoft Azure.

General Culture Authority - GCA

• Manage and troubleshooting the AD Partitions, DNS, FSMO.
• Manage the environment of Exchange server 2016.
• Fixed the stuck emails on drafts for the exchange server 2016.
• Migrate all GCA VM's from Jawraa cloud Hyper-V to the GCA private DC.
• Backup the Mailboxes DB for the exchange and PST files and demote the exchange server.

Projects & Customers on Zain Cloud:

Central Arriyadh Development Company - CADC

• Implemented Primary AD, Additional AD, DNS.
• Implemented 5 SQL Servers.
• Implemented Exchange server 2019 on Zain Cloud and migrate the 100 Emails from old Provider to Zain Cloud.
• Assign Exchange Public SSL Certificate to the server.
• Implemented the FIleCLoud on WS 2019 for the data file share cloud, assign quota for each user 10GB, created SMTP email setting on CADC fileshare, Assign the Public SSL to the Fileshare.
• Create the backup policy for each VM on Zain Cloud.

Dulani

• Create new tenant on Zain and migrate the Odoo App from AWS to Zain.
• Backup the Odoo DB and imported to the new ECS on Zain Cloud.
• Implemented AD, DNS, Exchange server 2019, assign Exchange Public SSL Certificate.
• Migrate Emails & Mailboxes from office 365 to on-premises exchange server 2019 on Zain Cloud.
• Troubleshooting the issues that the customer facing for the Exchange Server 2019 with no incoming and outgoing for the emails.

Projects & Customers with Jawraa:

Mawhiba

• Implement the FileCloud Server on Windows OS.
• Migrate Microsoft fileserver to the new FileCloud Server using FileCLoud Server Sync, Import NTFS Permissions from Microsoft fileserver to FileCLoud.
• Provide training session to the customer for FileCLoud (end-user & admin panel portal).

Jawdah

• Create new tenant on Office 365, Create all the users on admin portal, confirm domain ownership.
• Update DNS Record and redirect the emails to office 365.

BCARE

• Migrate 225 mailboxes from G-Suite to Microsoft 365.

SALC

• Move customer license subscriptions from old partner to Jawraa cloud solution provider program (CSP).

SEDA

• Support the customer on his datacenter issues and troubleshooting as per our contract with him.

SALC

• Preparing the plan for the upgrading servers on the DC.
• Upgrade PDC & ADC Active Directory from WS 2012 R2 to WS 2019.
• Inplace upgrade for 15 servers on his infrastructure from WS 2012 R2 to WS 2019.
• Upgrade SCCM Ver. 5.00.8239 to the latest version.
• Upgrade DPM version: 4.2.1205.0 to the latest version.

BIO-Standards

• Create M365 tenant and add the domain name on the tenant.
• Migrate 40 Mailboxes from yahoo to Microsoft 365.

NRU:

• Troubleshooting the issues that the customer facing for the Exchange Server 2019 with no incoming and outgoing for the emails.

Almuhaisen:

• Create all the infrastructure for the customer that requested on Azure Cloud.

Microsoft 365 Customers:

Abdulaziz AlGasim Law Firm, FNC, MII, Tatweer Sports, GCC, SLISR, AHK, Gourmet Caffe, Jawdah, QOL, SPSC, many other customers…...

• Manage all the process starting with the presales process ended to the technical side, from Microsoft partner center for the customer, create new subscription, add the new licenses, manage the new MS 365 tenant as a global admin, add the customer domain, integrate the domain with the domain register, create the new users, assign the licenses, audit and analysis for any issues, troubleshooting for any errors or issues, migrate from tenant to another tenant, migrate from MS 365 to local DC like Zain & STC local in STC Cloud DC, ETC …….

And there are many projects is in processing …….

• Enhanced cloud infrastructure efficiency by designing and implementing scalable solutions.
• Conducted comprehensive reviews of client''s existing infrastructure, identifying areas for improvement and cost reduction opportunities.

• Install, configure, and troubleshooting ArcSight Smart Connectors and install, upgrade, troubleshooting Splunk and confirm logs is received from all Infrastructure Datacenter “Servers & WS”.
• Install, Configure, and deploy Microsoft Windows Event Forwarding (WEF&WEC) for Active Directory & non-AD.
• Configure Audit Local Policy & Advanced Audit Policy in each system for AD & non-AD-enable windows systems.
• Configure and collect industrial control systems (ICS) security logs: files, Syslog, database, or HTTP Web Logs.
• Configure and collect MS SQL Logs, Oracle DB Logs, MS IIS Logs, DNS logs, from all Servers in Pan's & DMZ to be integrated with ArcSight & Splunk.
• Configure and collect McAfee EPO DB logs, TrendMicro DB logs, Symantec Endpoint Protection, Kaspersky Endpoint Server from all Servers in Pan's & DMZ to be integrated with ArcSight & Splunk.
• Configure, upgrade, and collect logs for MS PowerShell locally and using GPO.
• Configure and collect logs for USB Flash Drive locally and using GPO.
• Configure VMware ESXi & Hyper-V servers to send logs events to a remote syslog server.
• configure policy on GPO in Active Directory & local GPO without active directory to allow traffic from various windows servers or workstations to the ArcSight Servers & Splunk.
• Configure Firewall Ports & Protocols inbound and outbound Rules for all servers in the datacenter.
• Run Health check PowerShell Script on the ArcSight and Splunk Servers (PAN's and DMZ) for each Plant to generate an archive in same directory containing system info, CPU, storage, memory utilization and connector logs and configuration we will use to build the health check report.
• Technical report for all Saudi Aramco plants includes (Architecture Design and ArcSight Design for Plant Network, PCN, ArcSight connectors, Firewall, Windows Events, IP Flow, IIS, DNS, McAfee EPO, VMWare in (PAN & DMZ), Splunk Design for ELM Architecture, Base configuration for Plants, and Hardware Components for NTP, GPS, Servers, Memory, Hard Disks.
• Developed customized SharePoint sites for improved collaboration and information sharing within organizations.
• Optimized user experience by conducting thorough testing and gathering feedback, enabling continuous improvement in Microsoft-based solutions.

• Install, configure, maintain, and troubleshoot Microsoft Windows operating systems, ensuring all requests and incidents are documented on OpenView Service Manager and Request Fulfillment modules.
• Maintain, configure, and troubleshoot Microsoft Active Directory to integrate business applications, and facilitate BANK's employees' Day to Day work.
• Maintain, configure, and troubleshoot Microsoft-based application servers and different features (DFS, DNS, DHCP, IIS)
• Perform ongoing performance monitoring and resources utilization analysis to ensure that existing resources are utilized efficiently.
• Plan, Arrange and Perform operating systems /software upgrades and patching abiding to Change Management cycle.
• Conduct health checks, risk assessments for the Microsoft Windows based platform and services and close any related audit issues on-time.
• Documentation planning for Migration Active Directory from WS 2008 R2 to WS 2016 and also known the prerequisites for each application owner to avoid any impact after migration.
• Build sizing for WSUS servers for each datacenter bank branches in Egypt includes all needed and then integrated with SCCM.
• Implement Conditional forwarder DNS with Central Bank.
• Support the bank strategy for implementing security baseline. And apply PCI recommendation.
• Ensure and test Microsoft based platforms and services' availability in Disaster recovery situations.
• Support in troubleshooting Microsoft SQL Server with SQL DB Administrator whenever needed.
• Provide support for users, IT vendors, and other administrators (database, application, network, other OS systems, backup, and storage administrators) during problems troubleshooting, projects, and implementations within his scope.
• Maintain inventory and asset configuration documentation and provide continuous support to resolve critical issues on a 24/7 basis to maximize availability for the bank business services.
• Configuring and troubleshooting Windows Server Administration Roles and Features, such as, AD, ADFS, DHCP, DNS, GPO, etc.
• Improved team productivity by providing technical guidance and mentoring junior engineers.
• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.

• Leading a team responsible in support and handling all Enterprise business critical applications, Office IT and (Intel based, Storage, Virtualization Infrastructure).
• Lead infrastructure strategic and operational planning to achieve business goals.
• Assess, communicate, and mitigate risks associated with IT investment and operation.
• Designing, Developing, implementing, and coordinating systems, policies, and procedures.
• Evaluate new information systems products and emerging trends in the IT field.
• Develop requirements, outlines, plans, budgets, and schedules for IT Infrastructure.
• Promote security awareness.
• Manage and lead the IT staff which includes hiring, training, guidance, and discipline.
• Management VMware ESXI, vSphere Center & replication between all ESXI Servers.
• Management vCenter for ESX combination, VM migration and server monitoring.
• Management (Active Directory, DNS, DHCP, GPO, File server, Kaspersky Security Center) WS 2016 Platform.
• Management Kaspersky Endpoint Security Server.
• Manage Microsoft Office 365 on the HMS Agency.
• Manage Exchange Server 2013 on the Al-Hayah TV Network.
• Management Group Policy “GPO” for Domain environment.
• Management Veeam Replication and Backup Server for backup all VMs infrastructure.
• Management Symantec backup exec Server for backup file server and SQL DB.
• Management Aruba Wireless Solutions for all the networks.
• Management Sophos XG Firewall for Intrusion Detection and Prevention System and rules needed for LAN & WAN.
• Management, Administrate WSUS Server and WDS Server, MS SQL DB.
• Management High Availability and DR for the Datacenter.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.

• Implementing, Management (Active Directory, DNS, DHCP, IIS, File server, WDS, WSUS, IIS, Pfsense, Kaspersky security center) WS 2008 R2 & 2012 R2 Platform.
• Evaluation, Reporting, & Documenting for Each Project Stage and Once Completed.
• Datacenter Management, For Servers Upgradations, Vulnerability Assessment in Entire Infrastructure & Performance Handling.
• Infrastructure Diagrams for new deployments and after upgradation using MS Visio.
• Implementing, Management Kaspersky Endpoint Security Server for all Data Center.
• Implementing and Administration WSUS Server, Implementing and manage WDS Server.
• Applying Group policy from domain to manage and control and audit the computer and user configuration Authority and permission and rights access.
• Implementing and configuring file server to storage and management all data, and to facilitate user Access by network mapping for the folder share.
• Designing and implementing the group policy “GPO” for the Workstations and Servers.
• Implementing and Management Veeam Backup Server for all ESXI and Hyper-V Virtual Environments.
• Implementing and deploying Symantec backup EXEC Server for backup Active Directory & File Server.
• Implementing and deploying MS Hyper V's Servers and create VM's with each of all interface's LAN.
• Implementing and deploying DHCP Relay Agent for each of different IP network segment that contains DHCP clients.
• Create weekly and monthly report of server and network & server performance and status workflow to Know our rate of percentage at least to keep and care of our network system environment.
• Manage Microsoft Office 365.
• Implementing High Availability for DHCP Servers and for MS SQL DB.
• MSSQL DB deployment & backups.
• Implementing Hand Punch System & I Face system Recognition Support.
• Implementation Pfsense firewall Linux with all rules for WAN & LAN & aliases & traffic shaper.
• PF-Sense Firewall Intrusion Detection and Prevention System deployment in Egypt Office, User policies and CARP (Failover).
• Sophos XG firewall deployment in UAE Office (Remotely), User policies, Bandwidth Control, Web Access Polices.
• Responsible for The Arrangement of New Hardware, Prices and Coordination with Vendors, For Services Contract and Future Relation in This Regard.
• Provided exceptional IT support for staff members, resulting in increased productivity.
• Upgraded outdated systems with modern technology, enhancing overall performance and reliability.

• Implementing and administration (Active Directory, DNS, DHCP, GPO, IIS, File server, TMG2010, Admin Kit Kaspersky Server) WS 2008 R2 Platform.
• Implementing and administration Admin Kit Kaspersky Server.
• Implementation and administrate TMG 2010 server and monitoring and insuring internet Bandwidth optimization and secure the internet by GFI Web Monitor
• Applying Group policy from domain to manage &control and audit the computer and user configuration Authority and permission and rights access.
• Implementing and configuring file server to storage and management all data, and also to facilitate user Access by network mapping for the folder share.
• Designing and implementing the group policy for the network.
• Configuring, Designing wireless solutions and Network Infrastructure.
• Deployed Windows Activation Server KMS Server.
• Implementation VPN using TMG.
• Backup All Servers Images using Acronis Backup.
• Install and manage Exchange server 2010.
• Active Directory Backup and Recovery.
• Implementing and deploying MS Hyper V's Servers and create VM's with each of all interface's LAN.
• Managing VMware's and Hyper-V.
• Create the weekly and monthly report of server and network & server performance and status workflow to Know our rate of percentage at least to keep and care of our network system environment.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.

• Administration (Active Directory, DNS, DHCP, ISA 2006) WS 2003 Platform
• Administration ISA 2006 server and monitoring and insuring internet Bandwidth optimization by bandwidth Splitter
• Support software & hardware & maintenance for PCS.
• Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
• Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.