Mohamed Shalby
Pero
Summary
Results-oriented support manager with +10 years of experience in the Data center field. Proven track record of implementing successful improvements to department operations and driving change through exemplary leadership. Recognized as an industry expert, known for developing creative strategies to efficiently manage high-volume support ticket workflows.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Field Support Manager Italy
Oracle Italia S.R.L.
06.2024 - Current
- Manage the day-to-day operations in Cloud Hardware Support of all Data Center sites
- Ensuring 24/7 on-site service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.
- Pro-active resource planning in order to meet SLAs and presence requirements.
- Facilitating customer relationships and serving as a primary contact for customers/service teams and partners, aiding in diverse customer situations and escalated issues Coordinating and resolving conflicts, following best practices
- Planning the shift/vacation rotation for field Engineers
- Implementing and reinforcing operational process improvements
- Responsible of all RCA in the data center operation
- Responsible for ensuring timely delivery of services/tasks
- Access management to the customer premises
- Effective upwards reporting of progress, KPIs, and incidents
- Participate in Talent review process, performance management
DATACENTER SITE LEAD (DRCC)
Oracle Italia S.R.L.
04.2023 - 05.2024
- Data center site lead for Dedicated Region clouded customer (DRCC) (Milan and Rome)
- Trainer for new hires for DRCC sites
- Point of contact for DRCC Germany and Ireland for technical/process issues
- Point of contact Between client operation team and operation team
- Planning the shift/vacation rotation for field Engineers
- Planning and assigning the tickets to the team members
- Responsible of all RCA in the data center operation
- Participate in the KPI analysis and goal set for the team
- Access management to the customer premises
- Documenting and reporting site activity progress to leadership
- Process reviewer/contributor for DRCC globally
- Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
- Collaborated with cross-functional teams to plan and implement data center expansion projects
- Managed and maintained data center infrastructure and equipment, ensuring optimal performance and availability
DATACENTER FIELD SUPPORT ENGINEER (DRCC)
Oracle Italia S.R.L.
04.2022 - 04.2023
- Data center support Engineer for Dedicated Region clouded customer (Private cloud)
- Participate in the installation, monitoring, maintenance, support, and optimization of all production server hardware
- System board level repair and fault diagnosis to SLAs
- Systems administration Inventory and refresh the spare parts
- Packing, unpacking and shipping parts
- Hardware repair, diagnosis & break / fix
- Ensured uninterrupted operation of critical systems by troubleshooting and resolving hardware and networking issues
- Managed and maintained server racks and networking equipment in a large-scale data center environment
CABLING INSTALLATION ENGINEER
Amazon data service S.R.L.
01.2020 - 04.2022
- Installation of the network cabling infrastructure in the DC environment
- Utilized industry best practices to troubleshoot and resolve cabling issues, ensuring optimal network operation
- Reporting current status via TT system, status reports, and mail
- Manages multiple concurrent inter disciplinary projects and ability to work in a team
- Exhibit quality workmanship on all work and maintain collocation space cleanliness
- Inventory, track and manage project related materials throughout project lifecycle
- Follow all productions, safety and quality standards, codes and industry best practices
- Provide daily feedback on project progress to project Manager / Foreman
- Manage, check and coordinate all materials to be delivered to site daily
- Manage coordinate vendors onsite daily
DATACENTER TECHNICAL ENGINEER
ITCORE spa.
04.2014 - 12.2019
- Consultant at BT Italia and Italian stock exchange
- Equipment installation services (PDUs, interface cards and ladder racking)
- Rack and stack services
- Troubleshooting (onsite technical assistance, test carrier circuits)
- Remote management (equipment power cycling, visual inception)
- Cabling services (assemble, install and maintain cabling)
- Logistics support
- Asset management
- Install, remove equipment (routers, switches, cards, disks drives, memories, etc)
Education
MSC - ELECTRONIC SYSTEMS ENGINEERING
12-2012
• Optoelectronic systems and digital imaging
• Electronic systems
• Electronic circuit design
• Power Electronics
• Digital systems
• Electronics design for biomedical instrumentation
Thesis: Temperature control circuit for energy dispersive
X-ray imaging detectors
BSC - ELECTRONIC ENGINEERING
06-2009
• Electronic engineering and component drawing
• Electrical engineering
• Electrical power
• Control engineering
• Micro controllers
• Linear control systems
• Nonlinear control systems
• Digital control systems
Skills
- Datacenter
- Network infrastructure
- Hardware installation
- Access management
- Incident management
- Servers
- Team leadership
- People management
- Key performance indicators KPI
- Vendor relation
- Service delivery
- Process improvement
- Staff supervision
- Structured cabling-Copper-Fiber
Certification
• Personal Leadership and Inuence
• ITIL4 Foundation
Extra-Curricular Activities
Member of the organization team of IFAC conference 2011, Università Cattolica del Sacro Cuore, Milan, Italy
Personal Information
- Date of Birth: 12/25/87
- Nationality: Egyptian-Italian
Languages
Arabic
Bilingual or Proficient (C2)
Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Field Support Manager Italy - Oracle Italia S.R.L.
06.2024 - Current
DATACENTER SITE LEAD (DRCC) - Oracle Italia S.R.L.
04.2023 - 05.2024
DATACENTER FIELD SUPPORT ENGINEER (DRCC) - Oracle Italia S.R.L.
04.2022 - 04.2023
CABLING INSTALLATION ENGINEER - Amazon data service S.R.L.
01.2020 - 04.2022
DATACENTER TECHNICAL ENGINEER - ITCORE spa.
04.2014 - 12.2019
• Personal Leadership and Inuence
• ITIL4 Foundation
Politecnico Di Milano - MSC, ELECTRONIC SYSTEMS ENGINEERING
Higher Technological Institute (HTI) - BSC, ELECTRONIC ENGINEERING
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