BMC Helix Operations Managment
Eslam Farrag
AIOPS Manager
Kuwait City,KU
Summary
With a proven track record at CyberMAK Information Systems, I excel in operations management and strategic planning, enhancing system efficiency and client retention through meticulous IT infrastructure management and effective team leadership. My expertise in infrastructure monitoring and capacity optimization for fostering strong relationships underscore my comprehensive skill set.
Overview
7
7
years of professional experience
Work History
AIOPS Manager
CyberMAK Information Systems
07.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
IT Specialist
National Bank of Kuwait
07.2021 - 07.2024
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and input commands to troubleshoot areas.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
IT Technical Consultant
CyberMAK Information Systems
06.2017 - 07.2021
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
- Assisted sales teams in closing deals by providing technical expertise, product demonstrations, and addressing customer concerns during the sales process.
- Trained end-users on new systems, fostering a smooth adoption process and empowering users to maximize the potential of new technologies.
- Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
- Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions.
- Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
Education
Bachelor of Science - Bachelors of Software Engineering
Arab Academy For Science, Technology & Maritime
Cairo 04.2001 -
Skills
Operations Management
Software
BMC Helix Continuous Optimization
BMC Discovery
BMC MainView Monitoring (MVMM)
AppDynamics
FortaOne- PowerTech
Additional Information
Banking BCM (IT Business Continuity Management) – [National Bank Of Kuwait]
Role: [IT Specialist]
Date: [2023 & 2022]
- Participated in a comprehensive BCM initiative to ensure IT resilience and continuity for critical banking operations.
- Supported the identification and mitigation of potential business disruption risks, enhancing the bank’s preparedness for continuity.
- Collaborated with cross-functional teams to develop contingency plans, including IT infrastructure backup, recovery procedures, and resource management.
Timeline
AIOPS Manager
CyberMAK Information Systems
07.2024 - Current
IT Specialist
National Bank of Kuwait
07.2021 - 07.2024
IT Technical Consultant
CyberMAK Information Systems
06.2017 - 07.2021
Bachelor of Science - Bachelors of Software Engineering
Arab Academy For Science, Technology & Maritime
04.2001 -
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