ISLAM D. AHMED
Cairo,C
Summary
Over 18 years of experience in the telecom industry and with Internet Service Providers in business development, solution architecting, IoT & Smart Cities, customer experience and program management; working with prestigious Egyptian ISPs; holding senior executive positions handling corporate key accounts, master's degree with extensive educational experiences at various levels.
Overview
22
22
years of professional experience
Work History
Solutions Architect Senior Manager
01.2018 - Current
- Developed the first SaaS/PaaS/IaaS model in the Egyptian market for smart cite solutions using TE IoT platform capability to position TE as a market leader providing exceptional perceived values to gated communities
- Launched the first NBIoT technology in the Egyptian market, utilizing TE radio network, with a successful proof of concept in smart city IoT solutions
- Designed and developed a complete IoT smart solution using the latest AI for prestigious real estate developers in the Egyptian market, like TMG, PHD Badya, Misr Italy, Orascom Makadi, Sabour, Lavista ACUD, and many more
- Created the first holistic smart meter as service (active and passive) in the Egyptian market over TE network infrastructure and cloud
- Created Global Frame Agreements with Vendors, Distributors and system integrators for creating ICT, DC, Enterprise, IoT achieving full integrated smart solutions
- Duties
- Driving business growth within Telecom Egypt's product portfolio, setting goals, and developing plans, managing vendors for business and revenue growth across market segmentation
- Pursuing leads and moving them through the sales cycle for key accounts, SMEs, multinationals, publics, privates, gated communities, and business parks in the land of Egypt
- Developing, designing, and tailoring unique (enterprise, ICT, IoT, light current, radio, FTTx, cyber security, cloud computing) solutions for telecom Egypt's targeted domestic and multinational customers
- Managing the customer life cycle from prospect to contract closure through cohesive alignment with the sales force and a solid relationship with the customer, considering cross-upselling for the business development cycle
- Liaising vendor selection and managing solution development, Bids, BOM, BOQ, RFPs, and RFIs' management cycle
- Creating different B2B, B2C, and B2B2C models that meet the market demand with fruitful beneficiaries for all stakeholders
- Attracting the business leads with different market strategies (product penetration, market penetration) and providing an exceptional value proposition using TE's capabilities technically and financially (some of the most influential use cases in 2023, 2022 are TMG and PHD) in the gated communities as an example
- Performing a constant monthly market scan to ensure that the proposed solutions are the best fit among all competitors
- Overseeing national and global market technology to identify modern technology opportunities in relation to the customer's business demand and objectives across telecom Egypt customer base every quarter
- Attending industry conferences and events on a regular basis (Cairo ICT 2022, 2021, Barcelona smart city 2022, 2021, New York smart city 2021, Smart City Expo Miami 2022) bringing the latest innovative solution to telecom Egypt customers examples like smart public bus, smart metering, smart bench
Enterprise Key Accounts Service Assurance Manager
01.2016 - 01.2018
- Managed all technical aspects of a company's key customer relationship, collaborating closely with E-Sales, the PMO, network operation drivers, and external vendors
- Supervising the GDS account operations (A-End and B-End), ensuring effective service availability, and liaising with both end users and global partners for any service malfunction until adequate service restoration
- Overseen the network access layer functionality, performing quality assurance audits to proactively ensure high service availability for our enterprise key account services
- Defining the unit objectives; assessing performance; evaluating results; managing the TNA program
- Succeeded in winning new business and increasing sales revenues to existing customers by applying cross-selling and up-selling approaches
- Using the premium proactive system, we provided high-quality technical support services both before and after the sale
- Tracked our key account satisfaction index, ensuring it was fulfilling the benchmark and CMS standards
- Acting as a consultant in between our key accounts and vendors, we ensure excellent service delivery associated with the best tailored solutions that accomplish every customer need
- Worked with the product development sectors in order to customize products for large sales or for individual customers, providing direction and technical expertise in design, development, and system integration
- Developed and managed projects from start to finish (Premium System, POP Optimizations, Migrations, and so on)
- Using the regular review meetings with stakeholders, identify opportunities to include, modify, or upgrade products or services for contentious service improvement from all angles (network, customer)
- Contributed to the resource hiring process and technical training.
Enterprise Key Accounts Service Assurance Manager
01.2015 - 01.2018
Technical Support Section Head
Enterprise
01.2012 - 01.2015
Enterprise Technical Support Section Head
01.2012 - 01.2015
- Led the technical staff at the TEdata service desk, defining objectives, allocating resources, and evaluating performance
- Led the preparation and implementation of TNA programmed for corporate accounts, as well as facilitated activities with internal and external stakeholders
- Responding to enterprise customer inquiries and complaints through official channels in accordance with SLAs and CMS standards
- Issued instructions and assigned duties for the service desk staff in alignment with assigned KPIs
- Coordinated logistics and managed resources for every customer service restoration activity
- Day-to-day inspection management for the violated cases took into account appropriate recovery scenarios
- Facilitated overlapping activities with other stakeholders in order to ensure smooth service operations
- Led multiple projects to achieve unit missions while communicating reports to all levels of the enterprise unit
- Resolved the cross-function issues for the development project milestones, ensuring all deliverables had been met with final acceptance, and documenting the learned lessons for further demands
- Performed the service design modification approaches based on the enterprise clients' demands and needs Some Achievement
- We achieved the first 10Gx operational testing for the enterprise key accounts by leveraging our talent assets, saving 1.5K per test
- Achieved the most influential project in TEData enterprise support, launching the premium proactive support tool in an aggressive 3-month time frame, increasing enterprise sales revenue, and ranking TEData enterprise support as the market leader for the last 5-years
- In 2014 and 2015, he received the "Best Supervisor" award
- Succeeded to enhance and optimize over 200 TEData POPs within 16 months in alignment with the TE transmission unit, facilitating all the resources and tools that led to this project's accomplishment.
Onsite Service Restoration Supervisor
01.2010 - 01.2012
- TEData
- Estimated the resources and participants needed to achieve service restoration goals
- Monitored staff in the Enterprise Onsite UIT perform daily inspections for pending cases to set appropriate recovery scenarios
- Faults were detected and correlated, and root cause analysis was performed to resolve the fault in a timely and SLA-compliant manner
- Issued instructions and assigned duties for onsite staff in alignment with internal KPIs
- Preside the inventory activities with prepared equipment regarding topology and solution changes
- Managed changes in the restoration scope to successfully identify potential crises and devise contingency plans
- Developed a technique to analyze the physical fault's root cause in consideration of the appropriate resolution actions
- Maximized onsite resources for high efficiency and succeeded in lowering the average number of pending cases from 10% to 3%
- Participated in TNA, coaching, and ongoing development of the talent assets
- Some Achievement
- Succeeded in implementing the first automated inventory for the enterprise division, which included all template configurations for swift backup preparation and remote access
- For the first time in the enterprise division, launching the zone distribution project for onsite technicians and talents reduced risk factors, resulting in a 10% reduction in the average pending queue.
Broadband Technical Support Team Leader
Etisalat Misr
01.2008 - 01.2010
- Etisalat Misr
- Organized and managed WOs eligibility issued by TE on a daily basis for end user installations and provisioning
- Coordinated home user visits on a daily basis and was directly involved in the hiring and selection process for new staff
- Contributed to the TNA program's preparation and implantation
- Attended monthly board meetings and presented market achievement trends
- Participated in the temporary employee hiring and selection process
- Planned the DSL staff schedule and prepared monthly and weekly reports for the department.
Enterprise Provisioning Senior Engineer
Egynet
01.2004 - 01.2008
- Cooperated with the product development team and product management to ensure product solutions were implemented in a way that met both the customers’ expectations and the product’s design goals
- Diagnosed layer 2 switches and layer 3 router network issues to quickly resolve issues that impact network performance
- Created the needed configurations for the customer’s connections, including PVCs, routes, and CPEs
- Aided in the preparation of proposals and solution presentations, as well as obtaining the necessary certifications for collaboration with key vendors
- Scheduled all pending connections to be created and delivered in an accurate time frame.
Technical support Engineer
Mena Com
01.2003 - 01.2004
- Identified, diagnosed, and resolved network problems for end users
- Configured, tested, and maintained LAN/WAN/wireless infrastructure for SMA sectors
- Provided pre-sales and post-sales technical advice and support in terms of proposal preparations and solutions
- Presentations, including cost-benefit analyses
- Conducted onsite technical visits requested by the clients and organized the daily tasks with co-workers for the end-user service restoration process
- Documented system configuration and operational procedures for network components, monitoring, security, and analysis systems tools
- Prepared a monthly report summarizing SLA performance metrics and network deployment statistics.
Technical support Engineer
Mena Com
01.2002 - 01.2004
Education
MBA - Marketing
Al Azhar University
B.Sc. - Electrical Engineering
EXIN - undefined
Amideast PMP - undefined
CISCO CCIP - undefined
Scuba Diving. - undefined
Paragliding Gym - undefined
Master - Marketing Management And Research
Eslsca Business School
Skills
Integrating designs
Technical architecture
Developing modules
Automation understanding
Monitoring milestones
Improving processes
Customer Relations
Architecture improvements
Development Documentation
Timeline
Solutions Architect Senior Manager
01.2018 - Current
Enterprise Key Accounts Service Assurance Manager
01.2016 - 01.2018
Enterprise Key Accounts Service Assurance Manager
01.2015 - 01.2018
Technical Support Section Head
Enterprise
01.2012 - 01.2015
Enterprise Technical Support Section Head
01.2012 - 01.2015
Onsite Service Restoration Supervisor
01.2010 - 01.2012
Broadband Technical Support Team Leader
Etisalat Misr
01.2008 - 01.2010
Enterprise Provisioning Senior Engineer
Egynet
01.2004 - 01.2008
Technical support Engineer
Mena Com
01.2003 - 01.2004
Technical support Engineer
Mena Com
01.2002 - 01.2004
MBA - Marketing
Al Azhar University
B.Sc. - Electrical Engineering
EXIN - undefined
Amideast PMP - undefined
CISCO CCIP - undefined
Scuba Diving. - undefined
Paragliding Gym - undefined
Master - Marketing Management And Research
Eslsca Business School