Technical Services & Support Manager (01/2024 – Now)
VAS Integrated Solutions – New Cairo, Egypt.
- Built and led the Dynatrace Egypt Team, a world leader in APM & Observability, serving the MEA region.
- Developed and implemented Dynatrace strategies, policies, and procedures aligned with business goals and industry standards.
- Increased revenue by 37% in the first six months through strategic initiatives and team leadership.
- Managed a team of 20 IT professionals, providing guidance, mentorship, and support to foster a culture of excellence and innovation.
- Oversaw the design, implementation, and maintenance of Dynatrace, including licensing, project planning, and technical team management.
- Collaborated with cross-functional teams to identify technology needs, prioritize initiatives, and drive digital transformation projects.
- Developed and managed IT budgets, forecasts, and resource allocation, maximizing ROI and cost-effectiveness.
IT Infrastructure Manager, 08/2022 – 12/2023
Taly For Digital Payments - New Cairo, Egypt.
- Built the most reliable and secure infrastructure in the Middle East using the latest technology and security systems, achieving PCI-DSS and PCI 3DS certification.
- Combined cloud and on-premises systems to create Egypt’s largest digital payment infrastructure environment.
- Implemented and customized ISO20K and ITSM to fit Taly’s environment, ensuring compliance and efficiency.
- Developed a production-like development environment, enhancing testing and deployment processes.
- Reorganized and customized VMware to meet business needs and optimize IT team structure.
- Ensured IT compliance with Central Bank of Egypt (CBE) operations and data security standards.
Systems Senior Supervisor, 08/2001 - 03/2017
Vodafone Egypt - Giza, Egypt.
- Developed and implemented IT strategy as a member of the Vodafone Group Strategy Board.
- Built Vodafone Egypt’s IT infrastructure, including three main sites, one DR site, and over 60 remote sites.
- Led the Vodafone Egypt Systems Team, managing over 470 servers and 15,000 client machines.
- People Management: Managed a team of 53 members across different functions, fostering collaboration and achieving high performance.
- Recruited, coached, and trained junior team members, fostering a high-performance culture.
- Ensured compliance with security, health and safety, and fire regulations.
- Managed 24x7 operations and support for various IT systems, ensuring minimal service disruption.
- Microsoft Systems building & designing MS systems as Active Directory – Exchange – SCCM – SCOM….
- SAP Upgrade & Operation Participated in the implementation and upgrade to SAP solutions, optimizing system performance and enhancing business processes.
- Built and supported POS systems and terminals for Vodafone Egypt, ensuring seamless operation and integration across over 53 remote sites. Managed the deployment and maintenance of these systems to meet business and security requirements.
System and Network Administrator, 03/2001 - 07/2001
PricewaterhouseCoopers - Maadi, Egypt.
- Provided reliable support for all server-class systems, ensuring business continuity.
- Supported key systems, including file and print servers, Lotus Notes servers, and application servers.
Technical Support Engineer, 02/2000 - 02/2001
Dar AlFouad Hospital - Six of October, Egypt.
- Installed and set up applications for clients, including anti-virus software and Microsoft Office.
- Managed daily server backups, preventing data loss and ensuring system reliability.
