Mohammad Samy

Ticketing and Access Control Solutions

* Responsible and Supervise IT Business Engineers. * Responsible for all IT contract with vendors ( Outside & Inside Egypt ). * Engage in internal Project assignments as determined by Service Delivery Manager. * Deliver additional tasks assigned by the Service Delivery Manager or IT Operation Manager in a timely manner. * Study and participate in activities to improve knowledge of specific software, hardware and/or products. * Follow & enforce the MAF Leisure IT Policies and Processes regarding incident logging, categorization, and Tasks logging. * Diagnose, troubleshoot, and resolve requests or incidents as Level 1 & 2 support before escalating to the Level III support (Vendor) or the Service Delivery Manager. Fulfill system configuration change Requests submitted by users following configuration standards in place, and document these configuration changes. * Record, track, and update all support incidents and requests in the MAFL IT system. * Escalate and track potential risks in your area of activity Engage users to submit requests and incidents through the Service Desk Portal. * Examine all requests/incidents and evaluate category, impact and priority. * Document in detail the issues and all troubleshooting steps taken and include in the knowledge base of the MAFL IT system. * Provide required support efficiently and effectively and in accordance with priority, impact and objectives. * Serve as a liaison between users and the IT department to fulfill requests and resolve incidents. Work with level II & III support team to provide “smart hands” support for back office components and associated server hardware and peripherals. * Manage all operational elements of MAF L&E data centers, * Perform / oversee software patches and upgrades, windows security patches and updates and Antivirus Patches updates

* Supervise, Assist and provide technical lead to IT Business Engineers. * Engage in internal Project assignments as determined by Service Delivery Manager. * Develop innovative technical solutions to address on-going client requirements. * Provide Level 1 & Level 2 IT support service to resolve incidents and fulfill requests submitted by users. * Follow & enforce the MAF Leisure IT Policies and Processes regarding incident logging, categorization, and Tasks logging. * Diagnose, troubleshoot, and resolve requests or incidents as Level 1 & 2 support before escalating to the Level III support (Vendor) or the Service Delivery Manager. Fulfill system configuration change Requests submitted by users following configuration standards in place, and document these configuration changes. * Record, track, and update all support incidents and requests in the MAFL IT system. * Escalate and track potential risks in your area of activity Engage users to submit requests and incidents through the Service Desk Portal. * Examine all requests/incidents and evaluate category, impact and priority. * Document in detail the issues and all troubleshooting steps taken and include in the knowledge base of the MAFL IT system. * Provide required support efficiently and effectively and in accordance with priority, impact and objectives. * Serve as a liaison between users and the IT department to fulfill requests and resolve incidents. Work with level II & III support team to provide “smart hands” support for back office components and associated server hardware and peripherals. * Manage all operational elements of MAFL data centers, * Perform / oversee software patches and upgrades, windows security patches and updates and Antivirus Patches updates

• Troubleshooting • Installation • Repair • Tracking

• Troubleshooting • Installation • Repair • Tracking