Hady Eid

Experience

• 

  Barclays

  Jan 2009 - Dec 2009

  Help Desk

  • Supporting new branches installation (New PC’s, Servers, Server and Workstation)• Install and Support Printers.• Manage & Join PC’s to domain• Software Packages Installations. • Remotely Users Support.• Attended the Migration of the core banking system MODBANK with a new one I FLEX CUBE• Attending the Migration of the manual IT ticketing system to a computerized one (OCC)

• 

  CIB Egypt

  Dec 2009 - now

  · Responsible for the day-to-day efficient operations and effective management of the IT staff members with an emphasis on setting work goals and priorities· Setting the technical training plans and ensuring the team development progress.· Working in collaboration with various stakeholders to ensure services are delivered and met at the highest level of customer satisfaction.· Ensure the technical support Team is providing excellent customer service, and take actions to measure customer satisfaction including tracking due dates and success rates and reporting on results. Resolve other operational or customer service issues as needed.· Responsible for developing and maintaining end-user standards regarding desktops, laptops, devices/services, peripherals, etc.· Responsible for developing and maintaining VDI services, including migration, expansion plans, compatibility checks, etc.· Assisting in budget preparation, budget monitoring, and meeting budget targets.· Gathering information for yearly performance reports, and other daily/weekly/monthly reports or projects as needed to sustain the organization. Show less · leading two teams of 11 employees and create a monthly report to ensure that they are working within the applied SLA.· Manage the deployment (patches, critical updates, and service packs), support, and maintenance of VDI across all Bank Sites.· Ensure the security of the VDI infrastructure by complying with all internal security standards.· Rectify all audit-raised points as per the committed target dates to ensure that all issues are closed on time.· Identify and measure the KPIs of the team to improve efficiency, ensure cost-effectiveness and increase customer satisfaction· Proceed with a periodical analysis of the tickets, categorizing, prioritizing the aged tickets, and ensuring the ticket’s hygiene· Review, update and enforce technical procedures, and run books for the technical support services to ensure that all team members are working in a consistent manner· Conduct quality control checks and maintain the quality of service delivered to end users in an appropriate manner to maintain user and customer satisfaction on a monthly basis· Implement the day-to-day operations assigned to IT service management and end-user support department to ensure compliance with the established standards and procedures· Define and establish technical support enhancement plans, schedules, set priorities, provide support/direction and deal with administrative issues as needed to ensure high available computing environment and increase user satisfaction· Provide support and monitoring for Microsoft 365 environment· Establish SLA for the newly added services, and proceed with a periodical evaluation of the applied SLAs to ensure that it’s aligned with the business goals· Work with key platform vendors for support to resolve issues and develop platform strategy· Provide support and monitoring for Microsoft 365 environment· Develop solutions focusing on reducing operating costs and increasing customer experiences· Developing the IT onboarding and off-boarding process Show less Responsible for Managing the transformation and delivery of end user services and related technologies including applications, software, laptops, desktops and VDI implementation & documentation. Develop and maintain partnerships with the businesses and key stakeholders mapping their needs to the end user services being provided by Team. Maintain the provided technical support quality of service, and maintain the performance of technical support Senior engineers\engineers at the highest levels with full alignment to work policies and procedures to ensure staff operate effectively. Show less · Manage a team of 7 employees and monthly create a progress report for the whole team, ensuring that they are working with the applied SLA.· Identify and measure the KPIs of the team to improve efficiency, ensure cost-effectiveness and increase customer satisfaction.· Conduct quality control checks and maintain the Quality of service which is delivered to the end user.· Proceeded with VDI POC for VMware and Citrix, and completed the selection process.· Implemented a VDI solution for 2200 Users in 3 phases.· Applied Nexthink on all Bank endpoints, and used it for generating reports and problem analysis.· Managing and implementing a migration from Windows 7 to Windows 10, including compatibility issues internal and external (bank applications, Microsoft Windows architecture)· Automated Windows 10 deployment in Headquarters, starting with MDT and then with SCCM. · Carry out continual service improvements to raise the efficiency of the branch’s provided services.· Follow up with the team on the received end-user repetitive incidents related to the branches, and ensure appropriate handling and professional closing of the escalated tickets.· Participate in the planning and implementation phases for the new projects to ensure alignment with the overall vision.· Define and establish the branch’s technical support enhancement plans, schedules, set priorities, provide support/direction, and deal with administrative issues as needed to ensure a highly available computing environment and increase user satisfaction.· Ensure applying the physical decommission process for old/obsolete PCs/hardware according to the decommissioning policy to mitigate any potential data leakage.· Manage software installations, deployments, and remote support and generate a monthly report with the progress status. · Participate in selecting the hardware providers through technical tenders “PCs, laptops, printers, scanners, and software vendors” Show less

  • End User Support Manager

    Feb 2024 - now

  • End User Technical Support Team Head at CIB Egypt

    Mar 2020 - Feb 2024

  • VDI End User Support Team Head

    Jan 2020 - Mar 2020

  • Branches Technical Support Team Head

    Dec 2009 - Jan 2020