Mohamed Mahmoud

Experience

• 

  Freelance Developer / Programer

  Jan 2002 - Dec 2003

  Developer

  Freelancer creating small application and databases Providing IT solution for small business

• 

  GOEIC

  Jan 2004 - Jun 2007

  IT Specialist

  GOEIC - Automation Project for Alexandria/Dekhela Port:- Network administrator & Planner. - Programmer & developer (Small Database & Barcode Programs).- Database administrator. - From 01.03. 2005 to 30.06.2007 - IT team leader, team in charge of:- Installing And configuring Windows and (GOEIC) domain.- Planning (GOEIC) networks in Alexandria.- Planning IP Strategy for the network.- Configure Database server (MS-SQL Server 2000) & Plan the backup strategy. - Design and configure some scripts to automatically compress the backup files and transfer the compressed files to other offline backup servers.- Install, configure and operate (GOEIC) program.- Train the employees how to use newly applied computing systems.- Coordination of data flow between (GOEIC) and other port authorities all over the country.Dekhela Port Training Centre: - Instructor (Windows & Office & Network concepts & Hardware). - Planning computer courses for (G.O.E.I.C) in Alexandria years (2006 & 2007). - Assignment of courses based on skill matrices. Show less

• 

  IBM

  Jul 2007 - Feb 2010

  IT specialist 2nd level support “Blues”

  Providing services as 2nd/3rd level support, key activities are:Platform Support Wintel1.Manage WINTEL operating system2.Manage systems management software3.Maintain HW and SW configuration4.Support server hardware5.Domain support6.Support file print server7.Support file server8.Manage cluster environment9.Support IP Services10.Manage virtual platform environmentWeb Middleware Enablement - Manage Web Middleware software- Enterprise Automations- Manage HW monitoring serversjob role includes: Complex changes executionComplex problem tickets resolutionProject participation.Project planning and lead.RCCA Technical Lead Analyst: Creating the RCCA reportAgree on the technical actions with customerApplying the Corrective actionsImplementing the solution(Preventive Actions)on all environments (Scripts creation & execution)Follow up on the actionsMigration changes executionFrom Windows 2000 Server to Windows Server 2003From Cluster to ServerFrom Windows Server 2003 to Windows Server 2003Providing technical solution for business Show less

• 

  Watania Group

  Mar 2010 - Sept 2010

  IT Manager

  Managing IT department Planning Infrastructure to connect all Watania Group branchesPreparing environment for the new ERP SystemEvaluation of proposed system effectiveness in relation to business needs and future expansion plans. Evaluation of offered ERP systems from a financial perspective. Managing Group IT StaffPlanning IT staff hierarchy on the group level. Managing staff upgrade plans according to business current and future needs. Overall performance evaluation. Supporting Business requestsProviding Solutions for Business.Providing Solutions to cost management. Show less

• 

  IBM

  Apr 2011 - Aug 2021

  • Reporting to unit leader (up-line manager) and leading a team of ˜ 25 reportee in managing and supporting SAP services for several customers including and not limited to: Manage and maintain customers SAP Systems (Incident, problem and change management,…etc)• Support customers transformation plans including move to the cloud Accountable for all organisational and business targets including (Finance, HR, Education, …etc) Accountable for all team deliverables including (KPIs, SLAs, projects …etc) People management including recruiting, training, and coaching employees, communicating job expectations and performance evaluation• Handle annual budgets and ensure cost effectiveness• Bring new workload to the team as majority of the workload was being decommissioned• Bring new talent to the team through internal and external hiring• Address team issues / problems root cause.• Supervised staff recruitment, interviewing, selecting and onboarding.• Negotiated employee wages based on employment level, qualifications and history.• Managed cross-functional teams, fostering collaboration to achieve project goals and deadlines.• Led the adoption of ITIL best practices, standardising processes and improving service delivery outcomes. Show less • Reporting to unit leader (up-line manager) and leading 3 small teams: 1st team responsible for one of the biggest IBM customers webshop• 2nd team responsible for storage services for few customers• 3rd Team responsible for supporting security and compliance for one of the biggest IBM customers• Accountable for all organisational and business targets including (Finance, HR, Education, …etc) Accountable for all team deliverables including (KPIs, SLAs, projects …etc) People management including recruiting, training, and coaching employees, communicating job expectations and performance evaluation• Handle annual budget and ensure cost effectiveness• Coordinated staff training sessions, enhancing team capabilities and supporting career progression.• Managed conflict resolution processes, resolving disputes swiftly to maintain a positive workplace atmosphere.• Analysed employee survey feedback, identifying areas for improvement and implementing strategic changes. Show less Leading a team of ~ 35 IT specialist Providing Business as usual support (BAU) and Project support, Job role include:1.Technical focal points lead2.Workload distribution control within the team3.Service quality and team performance monitoring and reporting4.Processes implementation and proper execution control5.Monitoring and reporting of IBM internal processes compliance 6.Contractual documents maintenance7.HR data maintenance8.Cross-customer activities control9.Lead in workload transfers10.Lead in consolidation of transferred workload11.Lead in standard tools and automation implementation12.Lead in service quality and efficiency optimization and reporting13.Lead in methodologies development14.Lead in departmental operational model maintenance / transformation15.Coordination of all activities during reviews and audits16.Shifts planning, maintenance of shift plan, attendance control and reporting17.Systematic problems analysis and resolution18.SSO WINTEL candidate interviews participation Show less IDC Brno SSO WINTEL Services (Technical Focal point)Leading a pool of ~15 IT specialist 2nd and 3rd Level administratorsJob Role include:1.Staffing to workload (shared pool resources utilization)2.Interface to other teams, service management, DPE3.Contact point for customer specific, technical and organizational questions4.Lead in devices takeover (e.g. activation / deactivation)5.Lead in customer specific projects (e.g. IT infrastructure upgrades and optimization)6.Documentation maintenance (e.g. Working Instructions, Communication and Escalation matrix, operational handbooks)7.Service scope maintenance8.Inventory data maintenance9.Coordination of activities in customer services focused reviews and audits10.Workload transfers control (under lead of TL)11.Consolidation of transferred workload (under lead of TL)12.Standard tools and automation implementation (under lead of TL)13.Service quality and efficiency optimization and reporting (under lead of TL)14.Methodologies development and continuous improvement (under lead of TL)15.Regular service status reporting16.Control of all related processes proper execution17.Systematic problems analysis and resolution18.SSO WINTEL candidate interviews participationAchievements :1- Improve the quality of incident and changes (SLAs, Ticket handling, decrease escalations, .... etc )2- Follow up on all internal projects and involve more admins3- DPP process follow up4- Identify/Implement actions to improve production pool5- improve communication between PO/CTLs and admins6- Improve RCA Handling by team members (Higher quality and delivery before target date) Show less IDC Brno SSO WINTEL Services (Server Build Project team member)1.Building Microsoft Windows Servers (Virtual / Physical) for IBM customers. Build process includes:Create the Virtual machine on ESX server and configure it.Install and configure OS.Install and configure IBM tools (Monitoring, Backup, Health check, …..etc).Install and configure customer specific tools (for example Antivirus, Citrix, ….etc)Performing Security scans and make sure that all Security divisions are fixed.Deliver fully complaint server to customer.Backup focal point for build team.Achievements as team member:- I created Server Build Script SBS for automating all tasks after OS installation and Network configuration. SBS is currently in production and used by all Build team members- I created another script to collect all needed evidences that the build process was followed during the build. Show less

  • Senior Service Delivery Manager

    Jan 2016 - Aug 2021

  • Service Delivery Manager

    Jan 2015 - Dec 2015

  • Team Leader

    Oct 2012 - Dec 2014

  • Pool Leader

    Jul 2012 - Sept 2012

  • Windows System engineer 3rd level support

    Apr 2011 - Jun 2012
• 

  Kyndryl

  Sept 2021 - now

  Senior Service Delivery Manager

  • Reporting to unit leader (up-line manager) and leading a team of ˜ 33 reportee in managing and supporting SAP services for several customers including and not limited to: Manage and maintain customers SAP Systems (Incident, problem and change management, ...etc)• Support customers transformation plans including move to the cloud Accountable for all organizational and business targets including (Finance, HR, Education, …etc) Accountable for all team deliverables including (KPIs, SLAs, projects …etc) People management including recruiting, training, and coaching employees, communicating job expectations and performance evaluation• Handle annual budgets and ensure cost effectiveness• Provided support to employees with various HR-related issues and liaised with heads of department to find resolutions.• Conducted regular performance reviews, providing constructive feedback and personal development plans.• Implemented flexible working policies, improving work-life balance and employee satisfaction.• Maintained up-to-date knowledge of employment law, safeguarding the company against legal risks.• Managed conflict resolution processes, resolving disputes swiftly to maintain a positive workplace atmosphere.• Diversity and inclusion initiatives, creating a respectful and welcoming environment for all employees. Show less