Ayman Samy Mahdaly
Technical Customer Experience And Vendor Relations Manager
Giza
Summary
A Telecom Expert with +12 years of experience in Telecom Wireless Networks Operations & Service Quality Governance. Skilled in networks testing and data analysis portfolios, Ericsson, Huawei & Nokia 5G/4G performance management platforms, resources management, SQL-based database tools, and data visualization & BI applications.
Overview
13
13
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Technical Customer Experience and Vendor Relations
Telecom Egypt
01.2021 - Current
- Designed and delivered the Tools RFP for whole WE technical division, enabling tools procurement till 2027
- Leading the full cloud transformation of Rohde&Schwarz Network Benchmark System
- Created and developed a state-of-art Benchmark scoring Index, used currently as the main performance indicator in all reports
- Introduced WE customers Traffic Analytics scope, providing regional and service-based traffic insights to upper management
- Audited the Customer QoS section in National Roaming provider contract
- Expanded the managed team to reach 8 Customer QoS Experts, Network Performance Engineers, Data Analysts
- Managed the allocated budget, OpEx, and technical operations of managed services
- Led Nokia network QoS performance reports transformation, by expanding to all up-to-date technologies
Technical Customer Experience Senior Supervisor
Telecom Egypt
11.2018 - 12.2020
- Acquired and established Rohde&Schwarz Network Benchmark System
- Introduced and transitioned the CE reporting approach to BI environment with Tableau and Power BI
- Created and led a team of 4 Network Performance Engineers and Data Analysts
- Expanded User Experience Performance testing portfolio to include OTT Social Media Application
- Performed multiple technical mobile network studies, that contributed in significant KPIs enhancement (ex: Enhancing Call Block Rate by 10% & Call Setup Time by 40%)
- Administered 2 acquired benchmarking services (Umlaut & Digis2)
Radio Network Optimization Specialist
Vodafone Egypt
12.2015 - 10.2018
- Participated in Vodafone Egypt 4G network launch focus group
- Managed Cairo Hot Spots user experience stream covering 80 locations, driving Rollout dedicated solutions
- Managed NEED FOR SPEED (NFS) automation project, automating all radio OSS related actions into one multi-vendor tool
- Solved 3 chronic high interference spots led to exclusion from NTRA violations list.
- Defined important needed new rollout sites, layer expansions, and dedicated solutions against annual bugdet targets
Network Quality Assurance Engineer
Vodafone Egypt
05.2012 - 11.2015
- Handled NTRA QoS enhancement streams across technology through cross-functional communication, gap analysis, and implementing strategies to achieve leadership
- Audited newly integrated features/nodes in the network from QoS perspective
- Investigated high value customer complaints through user traces
- Assessed NPS customer satisfaction surveys
Education
MBA - Small And Medium Enterprises (SMEs) Management
Graduate School of Business - Arab Academy(AASTMT)
04.2001 -
Bachelor - Communications & Computer Engineering
Faculty of Engineering – Cairo University
04.2001 -
Cambridge I.G.S.C.E., UK -
Manor House School
04.2001 -
Skills
Vendor Management
Data Analytics
Technical Solutioning
Team Leadership & Training
RFP Design
Quality Auditing
Resource Management
Customer Insights
Databases
Diagnostic Analytics
Certification
Hands-On Tableau 10 Training For Data Science
Timeline
Technical Customer Experience and Vendor Relations
Telecom Egypt
01.2021 - Current
Technical Customer Experience Senior Supervisor
Telecom Egypt
11.2018 - 12.2020
Radio Network Optimization Specialist
Vodafone Egypt
12.2015 - 10.2018
Network Quality Assurance Engineer
Vodafone Egypt
05.2012 - 11.2015
MBA - Small And Medium Enterprises (SMEs) Management
Graduate School of Business - Arab Academy(AASTMT)
04.2001 -
Bachelor - Communications & Computer Engineering
Faculty of Engineering – Cairo University
04.2001 -
Cambridge I.G.S.C.E., UK -
Manor House School
04.2001 -
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