Mohamed Amir

• Managing all IT escalations and interventions for Excis managed accounts in Algeria, Microsoft, P&G, Johnson & Johnson, Takeda and Baxter. • This includes IT asset and problem and change management. • Infrastructure interventions (Hardware refresh). • Follow up vendors and service providers. • 3rd level support.

• 1st and 2nd user support team lead (250 users, 2 remote sites). • Support Incidents, Service Requests and communication amongst teams/users. • Ensure the logging and the tracking of tickets, recommend /implement changes to existing processes allowing for increases in efficiency. • Closely follow and regularly report on the quality of the day-to-day operations (tickets, requests, incidents). • Closely follow and regularly report on the end-user satisfaction and performance of the IT department. • IT asset management this include iOS devices (update, creation & configuration) and all IT equipment (network, servers, access points). • Perform hands-on support, both preventative and remedial, for all computer systems, mobile devices, applications, peripherals or other technologies as required. • Fulfill O365 client, OneDrive and Skype for business deployment to 100%. • Developed strong relationship with end user communities to maintained awareness of user opinion and to continuously manage user expectations regarding IT services Infrastructure support & management. • Monitor and respond to system alerts generated by monitoring tools ensuring 2nd level support staff are aware and responding to possible outage. • Install, troubleshoot, and patch software on computer systems. • Make proactive suggestions for service improvements. Plan, install, configure and test print infrastructure components and connectivity. • IT procurement, coordination with suppliers and service provider. • Backup and recovery management. • Weekly reporting calls attendance. • Provide one on one and group training for users and salesforce. • Provide audio/video support as required to support both staff and clients in their meeting and/or conferencing needs. • Provide remote desktop support and administration for offsite users. • Maintain accurate inventory of IT Equipment (laptops, peripherals) loaner pool and media equipment.

• Manage the support side of IT, desk-side support. Ensure tickets are responded to and resolved quickly and completely. • Develop strong relationship with end user communities to maintain awareness of user opinion and to continuously manage user expectations regarding IT services. • Provide expertise to assist with evaluating, acquiring, implementing, developing, enhancing and supporting business systems. • Design implementation plans for Microsoft System Center Configuration Manager (SCCM), Microsoft Windows Server Update Services (WSUS), Infrastructure management, windows server 2008 R2, active directory and file management, Backup & data recovery. • Actively participate in the elaboration of the budget and IT strategy. • Handle technical and managerial escalations of IT matters. • Manage procurement and fulfillment of technology to meet stakeholder’s needs. • Office extension project IT infrastructure setup. • Control the VMware network daily, pfsense firewall monitoring. • Put facilities IT policies and procedures into place. • Maintained all technology inventory for the department • Provide training to all staff/employees in regard to Technology

• Perform hands-on support, both preventative and remedial, for all computer systems, mobile devices, applications, peripherals or other technologies as required. • Demonstrated ability to work successfully in a customer facing, service provision environment. • Assist in formulating and implementing procedures for improved service levels for the clients. • IT asset management this include iOS devices (update, creation & configuration) and all IT equipment (network, servers, access points). • Ensure the logging and the tracking of tickets, recommend /implement changes to existing processes allowing for increases in efficiency. • Maersk line (110 users, remote sites, as a replacement of the IT manager. • Sanofi (400 users, remote sites, as infrastructure and security manager). - Symantec Management Console. - RSA Secure ID and token devices management. - Support Incidents, Service Requests and communication amongst teams/users. - Monitor SCCM & WSUS portals - Assist global network team to troubleshoot local issues. - Physical monitoring of the server room and entrance log. - Weekly reporting calls attendance. - Backup and recovery management. - Monitor and respond to system alerts generated by monitoring tools ensuring 2nd level support staff are aware and responding to possible outage. • Novo Nordisk (90 users, 2 remote sites as IT support). • Lafarge (320 users, 5 remote sites, as IT support).

• 1st and 2nd user support. • Support Incidents, Service Requests and communication amongst teams/users. • IT asset management this include mobile devices (update, creation & configuration) and all IT equipment (network, PBX basic configuration, access points). • Install, troubleshoot, and patch software on computer systems. • Provide audio/video support as required to support both staff and clients in their meeting and/or conferencing needs. • IT procurement, suppliers and service provider contracts and bills management. • Oversaw all on-boarding training with new staff. • Weekly reporting calls attendance.

• Provide on-call support for 24x7/Follow the Sun for Sev1 & Sev2 issues • Coordinate with Headquarters for support network issues and security policy. • Support Incidents, Service Requests and communication amongst teams/users. • Install, troubleshoot, and patch software on computer systems. • Perform reset passwords, unlock accounts, and troubleshoot accounts on active directory. • Execute and monitor SCCM & WSUS portals, Infrastructure management, windows server 2008 R2, active directory, file & print management, backup & data recovery. • Provide IT training to all employees including salesforce • Purchase and make payments of IT equipment in order to provide adequate assets in time

• Support Incidents, Service Requests and IT asset management. • Install, troubleshoot, and patch software on computer systems. • Provide remote desktop support and administration for offsite users • Backup and recovery management.