6th of October, Cairo, Egypt
IT Infrastructure Leader and Azure/DevOps Engineer with 10+ years of expertise driving operational excellence, cloud transformation, and team leadership. My focus is on bridging the gap between IT operations and development through automation (PowerShell, Terraform) and robust CI/CD pipelines (Azure DevOps). I specialize in managing large-scale, complex environments, demonstrated by maintaining a strict 98% SLA compliance across infrastructure serving 1,400+ devices. Key areas of expertise include: Cloud & DevOps: Azure (AZ-400 Certified), PowerShell, Ansible, CI/CD Implementation. IT Operations & Leadership: Service Desk Management, SLA/KPI Reporting (Power BI), Networking (CCNP), Proactive Monitoring (New Relic). Committed to continuous learning and leveraging technology to optimize efficiency (e.g., saving 10+ hours weekly through Azure automation). Always looking for innovative ways to solve complex challenges and mentor high-performing teams. #AzureDevOps #CloudInfrastructure #ITLeadership #Automation #PowerShell
Managed a 12-person Service Desk & Handheld Support team handling 1,400+ devices company-wide. Achieved 98% SLA compliance on 200+ daily tickets and reduced overdue tickets by 30% within 6 months. Developed SOPs and trained the team on ITIL standard procedures and daily issue resolution. Leveraged Python and PowerShell automation for repetitive ticket handling and VM scaling, reducing manual workload by 20%. Created Power BI dashboards for real-time performance tracking and KPI monitoring.
Supervised 8 support staff, monitored ticket queues, managed escalations, and resolved complex user issues. Improved device and service uptime through proactive maintenance schedules. Trained the team on support tools and processes to increase efficiency and reduce recurring tickets. Documented and enforced security procedures for network and server access.
Led and managed the Help Desk and Handheld support teams, overseeing IT operations for over 1,400 devices nationwide. Achieved and sustained 98% SLA compliance** on critical tickets, which directly resulted in a 30% reduction** in overdue tasks. Drove Cloud Automation initiatives by scripting complex **Azure tasks using PowerShell, saving the team 10+ manual hours weekly. Developed and implemented robust **Power BI dashboards** for KPI tracking, SLA reporting, and management visibility into IT operations. Managed large-scale infrastructure projects, including the replacement cycle for 1,437 laptops across the organization.
Managed and maintained core Azure infrastructure components (VMs, VNets, NSGs), ensuring high availability and compliance. * Contributed to the development and operation of CI/CD pipelines using Azure DevOps for hybrid cloud application deployment. * Optimized Azure resources through cost management practices and configuration adjustments, improving infrastructure efficiency by 15%. * Supported hybrid cloud environments, linking on-premises systems with Azure services to ensure seamless business continuity.
Supported the Service Desk in managing Azure infrastructure and daily user issues. Implemented automation scripts using Python and PowerShell to streamline recurring support tasks and reporting. Monitored and optimized Azure resources, reducing service downtime by 15%.
* Managed core network services (DHCP, DNS, WDS) and ensured 99.9% uptime in a critical educational environment. * Engineered and maintained virtualization platforms (VMware and Hyper-V), successfully improving overall system uptime by 30%. * Implemented Azure Site Recovery (ASR) solutions for backup and disaster recovery, building foundational knowledge in cloud continuity. * Enforced robust network security policies, configuring and managing Cisco and Fortinet firewalls and ACLs for security hardening. * Recognized twice with the "Ideal Engineer" award (2018 & 2020) for outstanding performance and innovation in system management.