Maha Mahmoud Abdellatef

New Cairo, AL Rehab City +20 1229251847 maha.abdellatef@outlook.com

OVERVIEW
15 years of experience in varies IT fields, Support & Maintenance (S&M), Operations & Management (O&M)
and Application management, Skillful in applying Incident Management, change Management and ITIL best
practices. In addition to this experience, I believe I can utilize my experience of both the customer and
business oriented mindset in any future job and/or task I endeavored to.

Professional Experience
AXA – Nov. 2016 – Present
Application Support Manager
 Direct & manage the applications support team to sustain the business operations across all the
company’s sector.
 Participate in preparation of IT budget related to business applications with CIO and monitor efficient
usage of applications by providing reports to control business value against cost.
 Manages access privilege for users across all business applications and apply information security and
audit procedures to prevent unauthorized access and data vulnerability.
 Maintain the availability and support for all business applications.
 Manage personal and technical development of the team including appraisal and technical plans.
 Manage and maintain all service contracts/agreements and guarantees with suppliers and maintain
effective working relationships with Vendors.
 Work with Project management team to provide resource and support for new applications or
enhancement to current ones.

Technical Support Supervisor Nov. 2016 – Dec. 2018

 Supervise day-to-day activities to resolve technical and operational problems/requests.

 Coordinates and participates in projects as needed, including scheduling, planning, and driving to
completion, (Example: windows 10 Adoption, Nexthink implementing, VMware, Clients HD
encryption, archiving solution).
 Responsible on contract negotiations with vendors to ensure SLA are met and value delivery to
company and business.
 Establish process and procedures to include daily activities, relation with other teams, vendor
engagement.

British Petroleum – Jan. 2010 – Oct. 2016

Service desk Team leader Jan. 2012 – Oct. 2016

 Prepare quarter performance review presentation and presented it to IT management board.

 Managing the service desk team and provide additional staff training and make sure the IT processes
within the IT department in compliance with ITIL framework and Principals.
  Monitor the Service Level Management framework; to provide the users with optimal IT support and
to ensure that customer expectations are met or exceeded.
 Acted as a service deliver manager for 6 months.
 Review the change management process and make sure the team members are aligned with the
change management process.

Network and Helpdesk engineer Jan. 2010 – Dec. 2011

 Administrate the Active Directory.

 Deliver activities within the Service Level Agreements (SLA) and Improve the service delivery
processes
 Troubleshoot different types of problems and errors reported by BP Egypt users through e-mail or
phone calls.

IBM – July 2006 – Dec. 2009

Network Management Engineer

 Act as Network Engineer in NPO network Operation technical support center.

 Managing and monitoring NPO main site network and branches all over the country.
 Troubleshooting network problems with all ISPs in Egypt, which connect ENPO network and update
routers configuration as needed.

Etisalat (formerly EgyNet)- June 2006 – June 2007

Technical Support Engineer
provided first and second level of support to solve Network/Customer faults

EDUCATION
Ain Shams University, Faculty of Engineering ► B.Sc. in Engineering, June 2004
Major: Computer and System Engineering, Grade: Very Good.

COURSES & CERTIFICATES

 PRINCE 2 Foundation and Practioner Certified (Sep 2020)
 ITIL V3 Expert Certified (Jan 2016)
 PMP (June 2015)
 CCNP (Sept 2009)

LANGUAGE SKILLS
 Fluent in both written and spoken Arabic language (native language).
 Fluent in both written and spoken English language.