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 -
Hands-On Tableau 10 Training For Data Science
SwissQual NQDI Data Management and Analysis
Customized VoLTE Technical Practice Training
Customers & Operations Analytics
CCNA
Business E-mails technical writing
Similar Profiles
Ahmed SaadAhmed Saad
CIVIL AND TELECOM ROLLOUT SECTION HEAD at Telecom EgyptCIVIL AND TELECOM ROLLOUT SECTION HEAD at Telecom Egypt
AHMED ATTAAHMED ATTA
Customer Service Director at Telecom EgyptCustomer Service Director at Telecom Egypt
Helmy El Sayed Abdel LatifHelmy El Sayed Abdel Latif
Senior Key Account Manager at Telecom EgyptSenior Key Account Manager at Telecom Egypt