Ahmed Fathy
Enterprise Network Section Head
Cairo
Summary
Highly motivated Enterprise Network Section Head at Telecom Egypt Company with a proven track record in staff development and exceptional customer relations. Adept at leading high-performance teams to optimize complex networking systems, ensuring client satisfaction through innovative solutions and strong problem-solving skills. Committed to enhancing service quality for banking and governmental clients.
Overview
15
15
years of professional experience
Work History
Enterprise Network Section Head
"Telecom Egypt Company
01.2020 - Current
- Throughout this timeframe, I have the privilege of serving all Banking customers. And provide a seamless operation of complex networking systems and delivering exceptional technical support to our Banking clientele. During my tenure, I led a brilliant team of skilled engineers, collaborated closely with cross‑functional departments, and leveraged my in‑depth expertise to uphold the highest standards of service quality and client satisfaction.
- Key Responsibilities:
- Supervise and manage a team of Supervisors, seniors, and junior engineers, assigning tasks, setting goals, and monitoring performance.
- Provide leadership, guidance, and mentorship to team members to enhance their technical skills and professional development
- Conduct regular team meetings to discuss progress, challenges, and opportunities for improvement.
- Possess a deep understanding of networking technologies, and compliance requirements specific to the banking industry.
- Develop and execute technical strategies that align with the unique needs of banking customers
- Build and maintain strong relationships with key stakeholders within the banks to ensure their technical needs are addressed effectively.
- Define and uphold SLAs tailored to banking customers' needs, including uptime guarantees, and response times.
- Provide regular reports to senior management and banking customers regarding the status of network operations.
- Participating in the development of account plans, strategies, and roadmaps in collaboration with account managers to meet customer needs and expectations.
- Allocating technical resources effectively to address the needs of key accounts, prioritizing projects and tasks based on their importance and impact.
Enterprise Technical Supervisor Engineer
"Telecom Egypt Company
01.2017 - 01.2020
- Throughout this timeframe, I have had the privilege of serving all Governmental customers, banking customers, and international customers. And provide a seamless operation of complex networking systems and delivering exceptional technical support to our most critical clientele. During my tenure, I led a team of skilled engineers, collaborated closely with cross‑functional departments, and leveraged my in‑depth expertise to uphold the highest standards of service quality and client satisfaction.
- Key Responsibilities:
- Managing and leading a team of technical engineers within the KAM department, providing guidance, setting goals, and fostering a collaborative and high‑performance work environment.
- Participating in client meetings alongside account managers to discuss technical solutions, and address concerns.
- Providing technical expertise and guidance to account managers and clients, assisting in understanding and aligning technical solutions with business objectives.
- Monitoring the performance of technical solutions implemented for key accounts, analyzing data, and identifying opportunities for optimization and improvement.
- Handling and resolving escalated technical issues and concerns from key accounts, ensuring timely and effective resolutions.
- Nurturing strong relationships with key account stakeholders, including technical contacts, to understand their evolving needs and provide proactive solutions.
- Identifying training needs for technical team members, and providing training sessions to enhance their understanding of technical solutions and offerings.
- Creating and delivering regular performance reports to key account stakeholders, showcasing technical achievements, milestones, and areas for improvement.
- Identifying training needs for technical team members, and providing training sessions to enhance their understanding of technical solutions and offerings.
Enterprise Technical Account Manager Senior Engine
"Telecom Egypt Company
01.2015 - 01.2017
- Throughout this timeframe, I have had the privilege of serving as a Technical Account Manager (TAM) Senior Engineer for various prominent companies, including Bavarian Auto Group, Mobile Shop, Computer Shop, RadioShack, and some banking customers. Throughout my tenure in these roles, I have had the opportunity to work closely with diverse clientele, ranging from automotive giants to leading retailers and financial institutions.
- Key Responsibilities:
- Analyzing network performance metrics and providing reports to customers on network health, usage trends, and opportunities for optimization.
- Handling escalated issues efficiently and effectively, coordinating with internal technical teams to ensure prompt resolution
- Keeping accurate records of customer interactions, issues, solutions, and recommendations. Maintaining comprehensive documentation for future reference and knowledge sharing.
- Providing feedback from customers to internal teams, helping to improve products, services, and processes based on customer needs and experiences
- Building and maintaining strong relationships with enterprise customers by understanding their technical needs, business goals, and challenges.
- Serving as a primary point of contact for customer inquiries, concerns, and escalations.
- Providing high‑level technical support to customers, addressing their network‑related issues, and troubleshooting problems.
- Understanding the customer's network architecture, infrastructure, and services to offer tailored solutions.
- Regularly monitoring customer networks to identify potential issues and performance bottlenecks.
Enterprise Technical Support Junior Engineer
"Telecom Egypt Company
01.2012 - 01.2015
- Throughout this timeframe, I had the privilege of collaborating with various teams, including
the Premium, VIP, and GDS teams, to deliver technical assistance to our esteemed enterprise‑level customers. This experience allowed me to gain invaluable insights into our clients' unique needs and challenges while also contributing to the enhancement of our services. - Key Responsibilities:
- Within the Premium team, I engaged closely with customers who demanded the highest level of support. This involved promptly addressing technical inquiries, providing tailored solutions, and ensuring their overall satisfaction. My interactions with these clients allowed me to refine my communication skills and build strong, enduring relationships.
- Similarly, my involvement with the VIP team afforded me the opportunity to engage with key stakeholders and decision‑makers within our enterprise clientele. This role involved not only troubleshooting technical issues but also collaborating on strategic initiatives to optimize their experience with our products and services.
- Furthermore, my time with the GDS team allowed me to contribute to the global delivery of support services. Working on a diverse array of technical challenges, I expanded my problem‑solving abilities and became well‑versed in addressing a wide spectrum of customer needs. My responsibilities have encompassed a wide range of tasks, including but not limited to:
- Building and maintaining strong relationships with enterprise customers by understanding their technical needs, business goals, and challenges.
- Providing high-level technical support to customers, addressing their network-related issues, and troubleshooting problems.
- Collaborating with internal technical teams to ensure swift resolution of customer issues.
- Understanding the customer's network architecture, infrastructure, and services to offer tailored solutions.
- Regularly monitoring customer networks to identify potential issues and performance bottlenecks.
ADSL Technical Support Engineer
"Etisalat Misr
01.2010 - 12.2011
- Providing the technical support to customers via phone and email to solve the ADSL problems.
- Key Responsibilities:
- Providing technical support to customers via phone and email, assisting with ADSL‑related issues such as connectivity problems, speed issues, and setup/configuration.
- Diagnosing and troubleshooting network and hardware problems, ensuring prompt resolution and customer satisfaction.
- Collaborating with cross‑functional teams, including network engineers and product developers, to escalate and resolve complex issues.
Education
Bachelor's Degree in Communication Engineering - Communication Engineering
El Shorouk Academy
Egypt/Cairo 04.2001 -
Skills
Staff development
Innovation management
Team management
Meeting facilitation
Customer relations
Motivational leadership
Problem-solving
Analytical thinking
Purchasing and planning
organizational and time‑management skills
Exceptional communication and interpersonal skills
Timeline
Enterprise Network Section Head
"Telecom Egypt Company
01.2020 - Current
Enterprise Technical Supervisor Engineer
"Telecom Egypt Company
01.2017 - 01.2020
Enterprise Technical Account Manager Senior Engine
"Telecom Egypt Company
01.2015 - 01.2017
Enterprise Technical Support Junior Engineer
"Telecom Egypt Company
01.2012 - 01.2015
ADSL Technical Support Engineer
"Etisalat Misr
01.2010 - 12.2011
Bachelor's Degree in Communication Engineering - Communication Engineering
El Shorouk Academy
04.2001 -