Mina George has over 10 years of experience in IT operations and support roles at HSBC Bank, HSBC GSC, and Interact in Egypt, currently serving as a Command Centre Specialist at HSBC Bank where she leads operations and provides user support. She holds a BSC in Electrical and Computer Engineering and has taken online courses in ITIL fundamentals, VMware data center virtualization, and CCNA networking. Mina is seeking new opportunities and provides her contact information and education and work history in the document.

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Mina George
28, DARNA CITY, EL SAADA ST, IN FRONT OF MAADI CITY CENTRE, MAADI
46,MOHAMED KAMEL HUSSEIN STREET EL NOZHA EL GEDIDA,HELIOPOLIS.
CAIRO, EGYPT
+2 01228780978
MINAGEORGE106@ICLOUD.COM
Professional Experience
HSBC BANK,CAIRO,EGYPT
Command Centre Specialist
From Jan 2015 till now
Leading MENA Command Center Operation team on day-to-day activities as well as planning
shifts and work schedules. Monitor, manage network infrastructure and control the flow of work
across the Banks systems and services. Perform scheduled tasks, investigate exceptions and
faults, and support the implementation of changes and action disaster recovery tests using the
Banks systems management and operational tools. Assist in the project implementation of new
systems and services into Command Center. The Command Centre Specialist will deputise for
the Service Management manager in his absence and have leadership responsibility for the full
team.
>> To Lead Command Center Operations daily functions related to:
- AS400 Operations
- Monitoring running systems and services
- Computer room management
- Common Server & RDARs Administration
- PINs Printing
>> To ensure user support Calls, Service Desk requests, Helpdesk and GSD incidents are
properly logged and/or escalated to relative support teams.
- Accurately monitor and report all service outages and resolve daily problems of varying
complexity to enable the operation to continue to run and deliver service effectively.
- Prepare statistics and MI to line manager for checking/verification.
- Ensure all escalated incidents' SLAs are met with respect to deadlines and are properly
reported to Line Manager.
- Ensure Tickets/support calls on different Incident Systems, Local/Global Helpdesk, GSD,
and HTSM are properly solved.
>> To ensure extended operations are properly handled and have control over day-to-day
operations and address failures to line manager.

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HSBC BANK,CAIRO,EGYPT
Regional ITO Analyst Command Center Operations and Production Support
From Jan 2012 Dec 2014
To provide 365X24X7 ITO first line end-user support for all related incidents/problems as well
as acting as focal ITO point during crisis and perform monitoring operations related to:
- Systems & Services Monitoring and Alerting
- System Operations
- Online/Offline Printing
- PINs Printing and Dispatching
- Computer Room Management
Receiving and acting on IT Operations related user problems through phone calls, Service Desk,
Helpdesk and GSD user’s raised incidents and/or tickets.
- Report all service outages.
- Prepare statistics and MIs.
- Proper reporting/escalation of incidents.
Transferring knowledge and training new IT joiners and Production staff as well as maintaining
regular updates to IT Operations and Production knowledge base documents and manuals.
HSBC GSC , EGYPT
Client Support Analyst
From Jan 2010 to Dec 2011
•Provide support to customers in person and over the phone with minimal to no direct
oversight.
•Troubleshoot and resolve common hardware issues including desktop/laptop issues, cabling
and physical layer networking issues, and printer troubleshooting and/or maintenance.
•Complete all steps necessary to fully configure equipment for new hires and “rebuild” type
repairs
•Diagnose and resolve basic software issues with IBM Lotus Notes, MS Office, Adobe, and Java.
•Identifies and resolves the customers’ issues, providing the customer with updates throughout
the troubleshooting process. Handles computer inventory, tracking devices and maintaining
status of devices. Manages and works on technical assignments of various sizes, organizes &
plans all activities. Interfaces with network, server, and telephony infrastructure system teams
to identify needs of the customers and assist in implementation.
•Ensure resolving problems and incidents of varying complexity to enable the operation to
continue to run and deliver service effectively by eradicating recurrences with the minimum
disruption to the business.
•Ensure that the business’ IT needs are understood and that services are tailored to meet their
requirements, and also to ensure that users are fully aware of the services available and
receive maximum benefit from it.

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INTERACT, EGYPT
Desktop Support Analyst
From Jan 2009 to Dec 2009
Provides support and assistance to customers’ desktops and laptops from A to Z.
- To diagnose and resolve software and hardware Issues, including operating systems and
across a range of software applications.
- To take ownership of issues by carrying out problem analysis to implement temporary or
permanent fixes with the aim of restoring service to the customer as soon as possible.
- To maintain a first class level of customer service ensuring that all customers are treated
efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively
with technical and non-technical colleagues at all levels in the organization.
Participating in initiatives out of the scope of my job, last one was regarding
Service quality and performance Reporting (Efficient process for reporting
incidents to IMT)
>> It’s aiming to ensure that Incidents are properly reported to the Incident Management
Team so that we will be having the following at the end:
- Comprehensive reports for EG services performance.
- Provide more clarity to Business on services performance.
- Ability to perform trend analysis.
- Improve response time to incidents.
- Clear documented process to be followed by all stakeholders.
Below are some of the questions we started to answer during the initiative:
- Do we always report things to Incident Management and how swift?
- Do we know how to identify a production issue VS an incident with customer impact?
- Do we understand the full picture and impact during an incident?
>> Some of the gray points:
- Who is responsible for recording outages ?
- How is service outage recorded ? Example of outages ?
- Are degraded services considered in calculations?
- Where is the service downtime/availability calculated ?
- How do Help desk/Support teams handle outages ?
- What actions does the Helpdesk take after receiving an IR ( Incident Report) ?
- How do IM send IRs ?
- Who receive IRs ?
- Are infrastructure services monitored ?
ITIL fundamentals (eLearning)
VMware’s Data Center Virtualization (eLearning)
CCNA ( Cisco Network associate ) course

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Education
BSC-Degree In Electrical and Computer Engineering
10th
of Ramadan City Higher Technological Institute, Egypt.
Grade: Very good with honor
GPA: 3.2
Period: From 2002 to 2006
Additional Skills
Arabic: mother tongue.
English language: excellent.
Computer Skills: knowledge of PC and computer H/W and H/W, Microsoft Office
Excellent communication and multi-tasking skills developed from previous experiences.
Excellent leadership skills, with the ability to take necessary actions in tasks when required.
Admirable work ethic. Flexible, reliable and dependable hard-worker. Motivated self-starter with a
strong desire to learn. Professional appearance, attitude and demeanor. Team-Player with
excellent communication skills.