Ahmed Mohamed Hassan Abd Al-Aziz Shedid

Provides day-to-day corporate IT system administration and engineering support for the organization's computer and network systems in the Americas Region. Manages and supports Henkel's Infrastructure Environment including Data Center and Cloud Platforms. Implement and support network security operations; Production Firewalls, Policy Changes, log analysis and monitoring. Support (public and private) cloud infrastructure to host and run applications efficiently by applying cloud computing skills to deploy upgrades and fixes. Maintain the IT infrastructure and perform regular patching of the platform to remediate security vulnerabilities. Communicate with stakeholders and support them with technical issues.

Desktop support tier 1. Infrastructure support tier 1. KVM VM management. Modify VM parameters as needed (storage, memory etc). Migrate VMs, clone VMs as needed. Node management. Ensures crypto nodes are working properly, makes changes as needed. Produces monthly crypto node monitoring report. Infrastructure monitoring. Ensures that monitoring tools (zabbix and wazuh) are deployed properly and working on all systems. Monitors all alerting from zabbix and wazuh, follows up on all issues and escalates as needed. End-user management and monitoring. Owns the RMM space. Ensures all end-user devices are connected properly to RMM and reporting needed data. Ensures that all end-user devices are compliant with company policies (admin accounts, software installed, antivirus, etc). Ensures that all end-user devices are patched once per month. This frequency will be higher in the case of high-priority patches released mid-month. Ensures that alerting is configured to monitor the devices and provide information when metrics go out of bounds (failed logins, etc).

Resolve issues while working closely with multi-functional teams. Provide feedback to Engineering for improving product quality and reliability. Determine priority levels while negotiating and setting expectations with customers. Ensure the customer is communicated with in a timely manner and treated with the highest degree of respect. Drive excellence through quality closures and proper escalation of issues.

Ensure applications’ availability to meet the SLA target. Handle, diagnose and route in real-time incoming trouble tickets. Responsible for 2nd level technical support and escalation. Develop monitoring scripts to monitor applications, system performances and data availability. Communicate planned/unplanned outages to end users. Provide administration services on applications. Provide workarounds for major issues until permanent fix is delivered. Participate in the UAT testing for any bugs/new application features. Working in devops mode for all applications hosted in the cloud, this includes (but not limited to): Fully understanding the functionality of applications to help them define their QoS matrixes. Providing L2 support for the cloud infrastructure. Providing L2 application support to cloud-based.

Managed 2nd level incident management using BMC® Remedy, adhering to ITIL® 3 standards. Administered the Active Directory Domain Controller for Orange FT Group, ensuring efficient user management and authentication. Conducted hardware and software troubleshooting for the local IT infrastructure, resolving technical issues promptly. Created and maintained a corporate system image based on Windows 7/10, including software troubleshooting for 17 regions. Provided on-site hardware support for over 3000 PCs and 100+ servers, ensuring smooth operations and minimizing downtime. Implemented effective IT asset management practices, overseeing the entire hardware inventory lifecycle from ordering to disposal. Managed and processed requests for PCs, monitors, consumables, and other IT equipment. Generated periodic reports, identified trends, and proposed improvements for enhanced performance. Installed new hardware and software solutions, developing comprehensive documentation for reference. Performed cabling and network devices installation within local premises, ensuring a reliable and secure network infrastructure. Configured access and core network switches using Cisco IOS CLI, optimizing network performance. Managed complex local network topology, including IP subnets, VLANs, data, telephony, printers, CCTVs, access controls, and servers using efficient IP® IP Manager. Led local IT projects involving expansion, replacement, and migration of network components.