Mina George28, DARNA CITY, EL SAADA ST, IN FRONT OF MAADI CITY CENTRE, MAADI46,MOHAMED KAMEL HUSSEIN STREET EL NOZHA EL GEDIDA,HELIOPOLIS.

CAIRO, EGYPT+2 01228780978

MINAGEORGE106@ICLOUD.COM

Professional ExperienceHSBC BANK,CAIRO,EGYPT

Command Centre SpecialistFrom Jan 2015 till now

Leading MENA Command Center Operation team on day-to-day activities as well as planning shifts and work schedules. Monitor, manage network infrastructure and control the flow of work across the Banks systems and services. Perform scheduled tasks, investigate exceptions and faults, and support the implementation of changes and action disaster recovery tests using the Banks systems management and operational tools. Assist in the project implementation of new systems and services into Command Center. The Command Centre Specialist will deputise for the Service Management manager in his absence and have leadership responsibility for the full team.

>> To Lead Command Center Operations daily functions related to:- AS400 Operations- Monitoring running systems and services- Computer room management- Common Server & RDARs Administration- PINs Printing

>> To ensure user support Calls, Service Desk requests, Helpdesk and GSD incidents are properly logged and/or escalated to relative support teams.

- Accurately monitor and report all service outages and resolve daily problems of varying complexity to enable the operation to continue to run and deliver service effectively.

- Prepare statistics and MI to line manager for checking/verification.- Ensure all escalated incidents' SLAs are met with respect to deadlines and

are properly reported to Line Manager.- Ensure Tickets/support calls on different Incident Systems, Local/Global

Helpdesk, GSD, and HTSM are properly solved.

>> To ensure extended operations are properly handled and have control over day-to-day operations and address failures to line manager.

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HSBC BANK,CAIRO,EGYPT

Regional ITO Analyst Command Center Operations and Production SupportFrom Jan 2012 Dec 2014

To provide 365X24X7 ITO first line end-user support for all related incidents/problems as well as acting as focal ITO point during crisis and perform monitoring operations related to:

- Systems & Services Monitoring and Alerting- System Operations- Online/Offline Printing- PINs Printing and Dispatching- Computer Room Management

Receiving and acting on IT Operations related user problems through phone calls, Service Desk, Helpdesk and GSD user’s raised incidents and/or tickets.- Report all service outages.- Prepare statistics and MIs.- Proper reporting/escalation of incidents.

Transferring knowledge and training new IT joiners and Production staff as well as maintaining regular updates to IT Operations and Production knowledge base documents and manuals.

HSBC GSC , EGYPT

Client Support AnalystFrom Jan 2010 to Dec 2011

•Provide support to customers in person and over the phone with minimal to no direct oversight. •Troubleshoot and resolve common hardware issues including desktop/laptop issues, cabling and physical layer networking issues, and printer troubleshooting and/or maintenance. •Complete all steps necessary to fully configure equipment for new hires and “rebuild” type repairs •Diagnose and resolve basic software issues with IBM Lotus Notes, MS Office, Adobe, and Java. •Identifies and resolves the customers’ issues, providing the customer with updates throughout the troubleshooting process. Handles computer inventory, tracking devices and maintaining status of devices. Manages and works on technical assignments of various sizes, organizes & plans all activities. Interfaces with network, server, and telephony infrastructure system teams to identify needs of the customers and assist in implementation.

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•Ensure resolving problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business.•Ensure that the business’ IT needs are understood and that services are tailored to meet their requirements, and also to ensure that users are fully aware of the services available and receive maximum benefit from it.

INTERACT, EGYPTDesktop Support AnalystFrom Jan 2009 to Dec 2009

Provides support and assistance to customers’ desktops and laptops from A to Z.- To diagnose and resolve software and hardware Issues, including operating systems and across a range of software applications.- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.- To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Participating in initiatives out of the scope of my job, last one was regarding Service quality and performance Reporting (Efficient process for reporting incidents to IMT)

>> It’s aiming to ensure that Incidents are properly reported to the Incident Management Team so that we will be having the following at the end:

- Comprehensive reports for EG services performance.- Provide more clarity to Business on services performance.- Ability to perform trend analysis.- Improve response time to incidents.- Clear documented process to be followed by all stakeholders.

Below are some of the questions we started to answer during the initiative: - Do we always report things to Incident Management and how swift?- Do we know how to identify a production issue VS an incident with customer

impact?- Do we understand the full picture and impact during an incident?

>> Some of the gray points:- Who is responsible for recording outages ?- How is service outage recorded ? Example of outages ?- Are degraded services considered in calculations?- Where is the service downtime/availability calculated ?- How do Help desk/Support teams handle outages ?- What actions does the Helpdesk take after receiving an IR ( Incident Report) ?- How do IM send IRs ?

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- Who receive IRs ?- Are infrastructure services monitored ?

ITIL fundamentals (eLearning)VMware’s Data Center Virtualization (eLearning)CCNA ( Cisco Network associate ) course

EducationBSC-Degree In Electrical and Computer Engineering10th of Ramadan City Higher Technological Institute, Egypt.Grade: Very good with honor GPA: 3.2Period: From 2002 to 2006

Additional Skills

Arabic: mother tongue. English language: excellent. Computer Skills: knowledge of PC and computer H/W and H/W, Microsoft Office Excellent communication and multi-tasking skills developed from previous experiences. Excellent leadership skills, with the ability to take necessary actions in tasks when required. Admirable work ethic. Flexible, reliable and dependable hard-worker. Motivated self-starter with a strong desire to learn. Professional appearance, attitude and demeanor. Team-Player with excellent communication skills.

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