Hi, I’m
Ahmed Elbadry
Senior IT Site Support & Service Desk Specialist
Doha,Area 56
Knowledge is a light that leads to wisdom
Summary
Skilled Technologist with experience IT Administration, coaching and business analysis with excellent presentation skills.
As an IT professional (Microsoft Certified Professional/ Systems Engineer and System Administrator) with broad base of experience in technical support and operations with strong ability to analyze business problems for delivering high levels of customer satisfaction using the social media marketing, LinkedIn and other marketing channels (Digital Marketing). Excellent knowledge of ITIL-based platforms and Project Management methodologies as well.
Experienced in coaching, guiding employees and training new comers and summer trainees for driving overall operational improvements and increasing team productivity for almost 17 years of work experience in IT (Oil and Gas Industry). Leading the Operational projects for process automation and enhancements plans by organizing and presenting weekly/monthly team meetings and setting the relevant agendas.
Overview
20
years of professional experience
8
years of post-secondary education
9
Certificates
Work History
Qatar EnergyDoha, Qatar
Senior IT Technical Support Specialist
03.2005 - Current
Job overview
- Working with ICT department to lead the IT-related projects for solving technical problems, and creating the action plans to improve operational processes for providing exceptional customer service for over 12000 employees.
- Coaching employees to develop their technical-support skills on the use of ITIL-based systems and improve their work performance.
- Managing quality assurance and the internal audits of the IT-related projects.
- Business Researching and implementing cost-saving initiatives and creating fresh new approaches to long-standing problems.
- Monitored social media and online sources for industry and disruptive technology trends.
- Helped streamline and enhance business processes and update procedures for Continual Service Improvement (CSI).
- Followed up with users to ensure optimal user experience (UX) and satisfaction.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Using Microsoft Power Bi as a Business Intelligence Solution for data analytics and reporting.
- Building the Knowledge Base Management System (KBMS) for solving and managing users' problems in a proactive manner.
- Developing team communications and action plans for the weekly and monthly meetings.
- Documenting all transactions and support interactions in system for future reference and addition to knowledge base.
Gulf Agency Company (GAC)Port Said, Egypt
IT System Administrator | Business Analyst
01.2001 - 12.2003
Job overview
- Performed Analysis of monthly shipping statistics (international suppliers, vessel owners and operators).
- Monitored and updated container movements to/from depots and
- Container terminals.
- Maintained close operational communication with main branch in Athens and Operation Manager (by providing required documentation, analysis and charts of required vessels crossing Suez canal).
Education
ESLSCA Business SchoolParis
MBA from Digital Transformation
11.2020 - Current
Suez Canal UniversityEgypt
Bachelor of Arts from English Education
08.1997 - 05.2001
El Nasr Secondary SchoolPort Said, Egypt
High School Diploma
08.1994 - 05.1997
Skills
Data analysis
undefinedAffiliations
- Member, PMI (Project Management Institute) Since 2010 to Current
- Member, MICROSOFT Since 2002 to Current
- Member, ITIL, 2011 to Current
Certification
ITIL Foundation certified
Timeline
Advanced Google Analytics
04-2022
Data Analytics for Business Professionals
04-2022
Studying for the Certified Business Analysis Professional CBAP
04-2022
Analyzing Data with Microsoft Power BI
03-2022
ESLSCA Business School
MBA from Digital Transformation
11.2020 - Current
ITIL Foundation certified
01-2011
PMI® CERTIFIED MEMBER
09-2010
Senior IT Technical Support Specialist
Qatar Energy
03.2005 - Current
Microsoft Certified Systems Administrator (MCSA)
08-2002
Microsoft Certified Systems Engineer (MCSE)
07-2002
Microsoft Certified Professional (MCP)
03-2002
IT System Administrator | Business Analyst
Gulf Agency Company (GAC)
01.2001 - 12.2003
Suez Canal University
Bachelor of Arts from English Education
08.1997 - 05.2001
El Nasr Secondary School
High School Diploma
08.1994 - 05.1997
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