Ahmed El Sayed Fouad Mohamed Akl
Project Manager Assistant Manger
Giza
Summary
Expert in translating technical specifications into promotional language.
Highly motivated and committed to achieving best results.
Ability to work well under stress, in any environment and a great team player.
Superior interpersonal skills, as well as oral, and written communication skills.
Overview
25
25
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Solutions Delivery Assistant Manager
Vodafone
Cairo, Cairo Governorate
01.2019 - Current
- Solutions delivery team reporting and analysis
- Managing team Automation program
- Managing Vodafone Carrier services “VCS” team international SDSL fixed delivery team
- Managing complex cloud projects delivery team
Solutions Delivery Senior Supervisor
Vodafone
01.2016 - 01.2019
- Governance and auditing on the service delivery team
- Auditing on the Solutions delivery team
- Conducting the score card meeting with all solutions delivery team members individually on monthly basis to evaluate their performance against the revenue target and their KPIs
- Provide the solutions delivery team with any needed coaching
- Follow up on the escalations from customers and make sure their issues are resolved
- Manage the exceptions between the project management team and all the stakeholders to satisfy our customers
Project Management Senior Supervisor
Vodafone
01.2011 - 01.2016
- Managing SDSL fixed the delivery related to the Vodafone Global enterprises sector
- Managing SDSL fixed delivery for VF international partners
- Managing the delivery related to the VGE “Vodafone Global Enterprises” segment
- Managing the solutions delivery for VF SME segment
Business Solutions Support (BSS) Supervisor
Vodafone
01.2006 - 01.2011
- Supervising the BSS team for several Vodafone data products, including VMC, USB Modem, Little Box, Blackberry, Windows Push Email and Vodafone Business Email
- Managing the testing and training activities related to new Vodafone data products
- Owning the procedures and tracking of SLAs of the first line support team
- Owning the procedures, contracts, and SLAs of the third line support team
- Reporting the team's performance to management on a weekly and monthly basis
- Streamlining the communication between the first line and third line support teams, as well as the marketing and sales teams to ensure the quality of service rendered
- Managing escalated incidents of the third line support team
- Ensuring the delivery of a consistent and professional level of support
- Testing and releasing the data connectivity products of VMC, USB modem and little BOX
Senior Technical Support Engineer
Vodafone
01.2001 - 01.2006
- Pre-sales Technical Engineer
- Acting as liaison between the technical and sales departments with respect to the sales of Vodafone Mobile Connect Card in particular, and the future Vodafone Data services, in general
- Identifying customer needs by working closely with the sales department and offering customer-tailored solutions, product details, benefits, and value-added services
- Tracking and gathering Vodafone customer information through visits, presentations, and reports
- Tracking technical customer trends and reporting them to Vodafone management
- Handling customer complaints by liaising with the concerned staff and providing regular customer feedback
- Post-sales Technical Engineer
- Implementing and supporting Vodafone corporate solutions
- Developing appropriate analytical approaches to ensure that pre-sales representatives meet customer requirements
- Providing support services for implemented systems to secure adherence to contractual SLA
- Keeping up to date with the latest systems and solutions to better support Vodafone strategies
- Communicating with internal and external participated parties to guarantee optimal quality of service
Second Line Technical Support Engineer
Vodafone
01.2001 - 01.2002
- Providing technical support and troubleshooting user problems for Microsoft desktop environment
- Supporting a large user base of desktop computers (> 3000)
- Maintaining and administering Microsoft Operating Systems (Win 2000, win XP, win 2000 server and windows 2003 server)
- Managing applications and upgrading projects for different types of users
Support Center Engineer
Click Vodafone
01.2000 - 01.2001
- Providing technical support and troubleshooting services for Microsoft desktop environment
- Maintaining formal contact with users to identify, resolve and follow-up on problems
- Receiving, recording, resolving and tracking internal users' calls related to IT systems (Remedy Tracking System)
- Developing 'Trouble Tickets' (Remedy) for user problems to be delivered to the second line support team
- Ensuring that 'Trouble Tickets' work log is updated to reflect the status of the problem and educate readers about how to resolve it
- Installing and configuring systems to meet the standards maintained by the Support Center Manager
- Supporting a large user base of desktop computers (> 2500)
- Supporting, maintaining, and administering Microsoft Operating Systems (WinNT & Win 2000)
- Creating and administering user accounts
- Configuring Outlook for users to communicate with Exchange Servers
- Monitoring and administering the Microsoft Exchange server for the organization
Education
B.Sc. - Social Work
Higher Institute of Social Work
Cairo, 09.1993 - 12.1999
Skills
- Time management skills
- Presentation Skills
- Creative Thinking
- Interpersonal Skills
Professionalcertificationandtraining
Blackberry Certification Program, Microsoft Certified IT Professional (MCP; ID: 6577333), ITIL Foundation version 3, IBM Certified System Administrator - Lotus Notes, Microsoft Office Applications: Word, Excel, Access and PowerPoint, Hardware Maintenance, Network Administration and Maintenance, Deploying Win XP, Implementing and Managing MS Exchange 2000, Implementing a Microsoft Windows 2000 Network Infrastructure, Implementing and Administering Microsoft Windows 2000 Directory Services, Deploying and Supporting Microsoft Systems Management Server 2.0, Administering DOMINO, ITIL Service Support- ITIL Manager in ITSM., ITIL Foundation version 3.
Militaryservice
Exempted
Personal Information
- Date of Birth: 12/07/75
- Nationality: Egyptian
- Marital Status: Married
- Religion: Muslim
Functionalsummary
Expert in translating technical specifications into promotional language. Highly motivated and committed to achieving best results. Ability to work well under stress, in any environment and a great team player. Superior interpersonal skills, as well as oral, and written communication skills.
Timeline
Solutions Delivery Assistant Manager
Vodafone
01.2019 - Current
Solutions Delivery Senior Supervisor
Vodafone
01.2016 - 01.2019
Project Management Senior Supervisor
Vodafone
01.2011 - 01.2016
Business Solutions Support (BSS) Supervisor
Vodafone
01.2006 - 01.2011
Senior Technical Support Engineer
Vodafone
01.2001 - 01.2006
Second Line Technical Support Engineer
Vodafone
01.2001 - 01.2002
Support Center Engineer
Click Vodafone
01.2000 - 01.2001
B.Sc. - Social Work
Higher Institute of Social Work
09.1993 - 12.1999
Similar Profiles
Louiza Ioanna ServetaLouiza Ioanna Serveta
Sr Financial Analyst at VodafoneSr Financial Analyst at Vodafone
Domenic IshakDomenic Ishak
Sales Representative at VodafoneSales Representative at Vodafone
Jordan VanderburgJordan Vanderburg
Customer Solutions Advisor at VodafoneCustomer Solutions Advisor at Vodafone