Amr E.

• Led 24/7 IT operations for a 435-key hotel (140 users / 1,800 endpoints), sustaining 99.9% availability and reducing business-impacting incidents by 35% by enforcing ITIL-based incident triage, major incident coordination, and structured RCA governance.

• Designed and deployed secure enterprise network architecture (FortiGate 201F, Aruba 7240/8325), improving network throughput by 40% and strengthening segmentation.

• Implemented guest-facing platforms (Nomadix Gateway, AVAYA IP Telephony, IPTV, IDEMIA Access Control), driving a +30% improvement in guest technology satisfaction scores.

• Integrated and optimized core hospitality systems (OPERA PMS, MICROS/Simphony POS, Finance/ERP, Inventory/Material Control), eliminating reconciliation gaps across departments and improving cross-functional data accuracy.

• Own and govern CAPEX/OPEX planning, procurement coordination, and vendor negotiations, delivering 20% YoY cost reduction while maintaining SLA and service availability targets.

• Apply ISO 27001-aligned controls across access reviews, firewall rule governance, patch/endpoint hardening, and backup/restore testing; support bi-annual audits with 100% closure of assigned findings.

• Served as the primary IT advisor to executive management by aligning technology execution with operational priorities, guest experience KPIs, and compliance expectations.

• Delivered end-to-end pre-opening IT scope (HLD/LLD, BoQ, vendor selection, implementation, commissioning, go-live readiness) across network, virtualization, cybersecurity, and DR to meet opening timelines.

• Spearheaded complete IT infrastructure implementation for a newly launched resort, completing delivery 10% ahead of schedule.

• Managed configurations for FortiGate 601E and Cisco switching/controllers, improving network stability by 50% during go-live ramp-up.

• Configured VMware ESXi, Veeam Backup, and QNAP NAS, validating recovery readiness through restore testing with recovery verified within 15 minutes.

• Oversaw low-voltage systems (Pelco CCTV, Fire Alarm, TOA PA, GRMS, Salto Locks), supporting a 98% safety compliance score.

• Led cybersecurity framework deployment, reducing system vulnerabilities by 45% after risk assessments.

• Installed and maintained Cisco VOIP systems, enabling 99% uptime in internal communication.

• Implemented and integrated OPERA PMS, MICROS/Simphony POS, Smart-HR, IPTV, achieving full operational readiness within 30 days.

• Managed Windows Server environments (2012/2016/2019) and supported legacy systems where required, including Active Directory and core network services (DNS/DHCP) for 200+ staff users.

• Configured Sophos XG 135 firewall policies, reducing external threat exposure by 40% through tighter controls.

• Led network enhancements using Aruba Controllers, Cisco switches, VLANs, increasing speed by 2x and achieving 100% uptime during peak seasons.

• Implemented surveillance infrastructure (Hikvision/Tiandy) and guest Wi-Fi using IAC BOX, supporting secure access to 300+ devices daily.

• Oversaw Opera PMS, SUN, Material Control, supporting seamless interdepartmental data flow and reducing processing errors by 30%.

• Maintained Micros POS and Ving Card smart lock system, increasing guest room access reliability by 25%.

• Led Windows Server & AD environment for 100+ users, ensuring 99.9% uptime and zero security incidents.

• Implemented IAC BOX bandwidth management, reducing internet complaints by 60%.

• Deployed CCTV (Hikvision/UNV) with 24/7 monitoring, increasing incident detection by 40%.

• Managed email services (cPanel/Outlook), achieving 99.5% email uptime and resolving 95% of incidents within SLA.

• Delivered segmented VLAN network (Omada Controller), improving reliability across guest/admin zones.

• Structured and mounted network racks and SFP modules, ensuring organized and scalable network topology.

IT Supervisor

Osoul Soft Company – Alexandria, Egypt | Jul 2022 – Apr 2023

• Deployed and maintained pfSense firewall with 30+ segmentation/filtering rules, reducing security threats by 35%.

• Delivered end-to-end IT support and implementations with >97% SLA resolution and +25% client satisfaction improvement.

• Implemented multi-site CCTV (Hikvision/Dahua) with remote access capabilities.

• Supported OS and Zebra barcode printing across 3 departments; improved workflow efficiency by 20% via systems support and stabilization.

• Integrated biometric attendance with HR databases, reducing manual errors by 70%.

• Maintained 50+ devices achieving 96% monthly uptime average.

Abu Qir Higher Institutes, Alexandria, Egypt