Omar AbouElregal
Cairo,New-Cairo
Summary
Professional Summary
Proven Success in Systems Optimization and Strategic IT Solutions
Senior Systems Administrator & Project Manager with over 12 years of experience in IT infrastructure management, dedicated to achieving high availability and performance. Demonstrated ability to create and deliver solutions that drive business growth, organizational development, and systems/network optimization. Skilled in identifying and troubleshooting problems, managing systems, projects, and teams across diverse IT environments.
Professional Highlights:
Extensive Experience: Over 12 years in the IT industry, with a strong background in systems administration and project management.
Strategic Solutions: Proven ability to develop and implement solutions that align with business growth and organizational goals.
Technical Expertise: Expertise in systems and network optimization, ensuring high availability and performance.
Leadership Skills: Outstanding communication, leadership, and organizational skills, honed through experience with Coca Cola Egypt Company.
Team Management: Managed support teams at Coca Cola Egypt Company and successfully managed outsourced teams for Microsoft support, ensuring seamless technical operations.
Overview
18
18
years of professional experience
Work History
SR Windows Commercial Technical Advisor
Microsoft
09.2022 - Current
- Escalation Management: Successfully managed complex technical escalations, ensuring prompt and effective resolution of critical issues.
- Training and Development: Led training sessions and workshops to enhance the technical skills and knowledge of internal teams and partners.
- Process Improvement: Identified and implemented process enhancements to improve service delivery and customer satisfaction.
- Customer Engagement: Engaged directly with key customers to understand their needs and provide tailored technical solutions.
- Collaboration: Collaborated with cross-functional teams to drive product improvements and address customer feedback.
- Documentation: Developed and maintained comprehensive technical documentation and troubleshooting guides.
- Performance Monitoring: Monitored and analyzed support metrics to identify trends and areas for improvement.
- Innovation: Contributed to the development of new tools and methodologies to enhance the efficiency of the team.
- Team Management: Managed a team of engineers, providing mentorship, performance evaluations, and career development support.
- Resource Allocation: Effectively allocated resources to maximize team performance and ensure project success.
- Strategic Planning: Participated in strategic planning to align team goals with organizational objectives.
Windows commercial Technical Advisor EMEA
Microsoft
10.2021 - Current
- Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans & content
- Case management duties (technical review/triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced 'time to...' measures)
- Enable swarming and collaboration activities, including advanced troubleshooting
- Approval and review of escalations (regardless of destination - to EE or EG))
- Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
- Ensure landing of new feature onboarding
- May own cases, as business demands.
Support Engineer
Microsoft
- 10.2021
- Working as an escalation point for our delivery partner support team
- Delivery partner team triage and case review
- Coordinate regular case review and communications with our delivery partner team
- Work closely with QM and DM's for helping the case in the queue or the misrouted cases
- Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions
- Engineer Mentoring
- Mentor in day to day activities and 1:1 meeting with the engineers and delivery partner team
- Case backlog review for better understand if the case in risk and need attention
- Recovery and follow up calls with our customer to get feedback from them
- Engineer Readiness
- Identify gaps in sub-team engineer knowledge and help provide training resources or individual instruction to fill the gaps
- Analyze problems and develop solutions to meet customers' needs
- Write technical articles and sample programs for Microsoft's knowledge base
- Identify and monitor trends in case flow and make changes that improve time to resolution and quality of case handling.
SENIOR SYSTEMS OPERATION Manager
Coca-Cola Egypt
01.2018 - 10.2021
- Control costs and budgets regarding IT systems
- Work closely with CEO, CFO and IT director and management team to set and/or implement policies, procedures and systems and to follow through with implementation
- Manage staff levels, wages, hours, contract labor to revenues
- Manage relationships with key operations vendors
- Recruit, select, train, assign, schedule, coach, counsel and discipline employees
- Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
- Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping
- Develop IT policies and practices
- Assess system performance and recommend improvements
- Ensure data is handled, transferred or processed according to legal and company guidelines
- Provide support and guidance to stakeholders via help desk
- Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.
Senior consultant Hardware&Software
Coca-Cola Egypt
01.2015 - 01.2018
- Develop and maintain installation and configuration procedures
- Work closely with the Support Team leader to ramp-up the Engineers technical skills
- Document business requirements and issues and updated business process flows
- Perform periodic performance reporting to support capacity planning
- Collaborate with Help desk team and be there Tier III for the escalated cases
- Analyze and understand detailed business requirements
- Promote and educate stakeholders on the use and value of IT
- Determining information system requirements and defining project objectives
- Making recommendations, such as suggesting appropriate hardware, software and systems
- Compiling and presenting information
- Writing reports and documentation.
Hardware&Software Expert Consultant
Coca-Cola Egypt
01.2013 - 01.2015
- Analyzing an organization's data
- Consulting staff from different parts of a client's organization
- Participate in the collaborative process of identifying and capturing architecture data with engineers, technical subject matter experts and information technology standards personnel
- Determining information system requirements and defining project objectives
- Designing, installing and trialing new systems and software, and fixing any issues that arise
- Repairing computer problems and removing viruses
- Training users
- Responding to feedback.
Hardware&Software consultant
Coca-Cola Egypt
01.2009 - 01.2013
- Diagnosing and fixing network problems and hardware or software faults
- Maintaining inventories of hardware and software
- Managing backups of servers, in case of data loss
- Keeping a record of issues and faults along with solutions, for future reference
- Repairing computer problems and removing viruses.
IS Administrator
Coca-Cola Egypt
01.2007 - 01.2009
- Repairing computer problems and removing viruses
- Responding to technical support calls from end users of computers and software applications
- Setting up and installing new computers, networks and software
- Setting up user accounts and profiles on the network
- Installing updates, known as patches, to software applications
- Installing and configuring operating systems, anti-virus software and other applications such as Microsoft Office.
Education
PMP -
PMI -
02.2015
ITIL Service Operation -
03.2014
ITILF ITIL Foundation Certificate in IT Service Management -
01.2014
Bachelo's Defree Business/Commerce -
Suez Canal University
01.2002
Skills
- Physical Organization
- Creative Thinking
- Effectiveness
- Productivity
- Planning
- Analyzing Issues
- Decision Making
- Project Management
- Strategic Planning
- Team Work
- Collaboration
- Delegation
- Goal Setting
- Group Leadership
- Operations Management
Websites
Languages
Arabic
English
Personal Information
- Date of Birth: 03/23/1981
- Marital Status: Married
Hobbies and Interests
- Travel
- GYM
- Reading
Timeline
SR Windows Commercial Technical Advisor
Microsoft
09.2022 - Current
Windows commercial Technical Advisor EMEA
Microsoft
10.2021 - Current
SENIOR SYSTEMS OPERATION Manager
Coca-Cola Egypt
01.2018 - 10.2021
Senior consultant Hardware&Software
Coca-Cola Egypt
01.2015 - 01.2018
Hardware&Software Expert Consultant
Coca-Cola Egypt
01.2013 - 01.2015
Hardware&Software consultant
Coca-Cola Egypt
01.2009 - 01.2013
IS Administrator
Coca-Cola Egypt
01.2007 - 01.2009
Support Engineer
Microsoft
- 10.2021
PMP -
PMI -
ITIL Service Operation -
ITILF ITIL Foundation Certificate in IT Service Management -
Bachelo's Defree Business/Commerce -
Suez Canal University
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