Karim Samy

BMC Remedy ITSM : • Configuring, testing and documenting BMC IT service management modules (Incident Management, Problem Management,…etc.) • Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure • Maintaining Remedy services availability with high performance • Troubleshooting remedy issues related to ITSM modules • Engagement in stakeholders requirements gathering, understanding and analyzing business requirements in order to configure IT Services Management (ITSM) solutions BMC Smart Reporting : • Installating Smart Reporting • Customer onboarding process • Configuring ,devleoping & scheduling reports • Managing Users accounts and roles SAP Business Objects Web Intelligence: 1. Development: • Scheduling reports for customers and business users • Development of existing reports • Working on stakeholders requirements gathering,understanding and business requirements in order to configure required reports 2. Administration: • Managing Users and Groups • Setting Rights on Users, Groups and Objects • Assigning principals to an access control list for an object • Setting rights on a top-level folder in BI platform • Creating, deleting and renewing access level SalesForce : • Extracting reports for contracts & covered products • Checking & ensuring that all customer contracts have the correct data/status • Managing & troubleshooting Remedy integration issues with Salesforce • Checking for the changes that need to be done for making the business processes effective

ITSM IBM Control Desk • Installing,designing,configuring and testing IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management , Service Level Management & Operational Level Agreement,workflows ) • Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure • Troubleshooting IT Service Management modules (Incident Management, Problem Management, Service Level Management & Operational Level Agreement..etc.) issues • Engagement in requirements gathering and analysis of Business users to provide ITSM solutions based on ITIL best practices

• Consult and advise on business/support processes. • Deliver ITSM & ITIL processes technical documentation. • Build scope of work/low level technical scope based on the business requirements. • Deliver technical process documentation. • Provide support and troubleshooting to ITSM solutions portfolio.

HP Service Manager (Micro Focus): • Installing,configuring and testing IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management , Service Level Management & Operational Level Agreement,workflows ) • Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure • Troubleshooting IT Service Management modules (Incident Management, Problem Management, Service Level Management & Operational Level Agreement..etc.) issues • Engagement in requirements gathering and analysis of Business users to provide ITSM solutions based on ITIL best practices

BMC Remedy ITSM : • Configuring, testing and documenting BMC IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management , Service Level Management & Operational Level Agreement) • Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure • Maintaining Remedy services availability with high performance • Troubleshooting remedy issues related to service desk & configuration management • Engagement in stakeholders requirements gathering, understanding and analyzing business requirements in order to configure IT Services Management (ITSM) solutions SAP Business Intelligence: 1. Development: • Scheduling reports for customers and business users • Development of existing reports • Working on stakeholders requirements gathering,understanding and business requirements in order to configure required reports • Designing and developing Universe new fields 2. Administration: • Managing Users and Groups • Setting Rights on Users, Groups and Objects • Assigning principals to an access control list for an object • Setting rights on a top-level folder in BI platform • Creating, deleting and renewing access levels SalesForce • Extracting reports for customers and business owners • Checking & ensuring that all customer contracts have the correct data/status • Managing & troubleshooting Remedy integration issues with SalesForce • Checking for the changes that need to be done for making the business processes effective • Maintaining user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security)

Customer Support : • Receiving tickets via the identified communication channels (Email & phone) and creating all tickets on the Service Desk tool (Remedy) • Validating service entitlements • Functional escalation of tickets to the appropriate support group • Providing feedback to the requesters with ticket’s status update • Providing call-out services for the tickets received outside prime shift and within the “Call Handling” service window • Providing periodical reports to the customer’s IT management and relevant support groups • Creating and following up tickets related to 3rd parties and vendors on behalf of the customer End User Support: • Providing remote scripted support to the incidents related to desktop operating system,standard software, and office automation software. • Providing remote support for incidents/requests related to end users on directory services and enterprise IT applications (Remedy, Salesforce, Active Directory, Exchange, VPN, Access Control… etc.) via Skype for Business or over the phone. • Resolution for known errors. • Resetting password for end users on directory services and enterprise IT applications. • Assisting end users on “How To” questions related to e-mail, office automation software,etc. • End User Access Request: (a- Executing end users’ access requests on directory services and enterprise IT applications (Remedy,Salesforce,Active Directory, Exchange, Lync, Access Control, etc.) according to the customer’s policies and procedures.

Providing technical support to UAE ( Business and Residential ) customers over the phone • Internet services (Dial-up, Broadband, 3G, Cable, WI-MAX, GPON "Fiber optics ") • Shared Web hosting services for websites • Etisalat .ae Domain names • Etisalat Mail services • Etisalat TV over fiber • Landlines & Faxes

Providing technical support to Etisalat companies (Business & Resedintials) customers over the phone (Egynet-Nile online-Soficom-Internet Egypt) • Configuration of Static and Dynamic IPs Mail services • Internet services • Domains & webhosting • Frame relay & ATM