Marwan Shawkat

Project Planning & Time Management

• Handled and ensured end-to-end successful delivery and launching of numerous projects for several Customer within Egypt & Worldwide.

Resource Management & Stakeholder Communication

• As a System Integrator Project Manager, ensured successful coordination of internal resources and Vendors (Cisco, VMware, Nutanix, F5, Fortinet, Riverbed, etc.) for the flawless execution of projects, while securing on-time delivered projects, within scope and within budget, while establishing and maintaining healthy relationships with Customers, Vendors & Suppliers.

Budget Management

• Handled projects' procurement-related work, including Contracts' signature, issuing Purchase Orders to Suppliers, on-time payments and collections to Suppliers and from Customers, according to the developed milestones and projects' plans, calculating company's Profit & Loss margin (Cash-flow Analysis) and ensuring projects' flow meeting the margin allocated.

Risk Management

• Applied Risk Management methods to mitigate and minimize risks within all projects, escalated the needed risks to appropriate Stakeholders' Management team.

Documentation

• Created and maintained comprehensive projects' documentation.

• Acted as Duty Manager for VMware’s VeloCloud SDWAN Product, while conducting 1-1 meetings with L2-L5 Technical Support Engineers (TSEs) to ensure their complaints are dealt with and discussed with Technical Support Manager.
• Ensured workload is equally distributed among TSEs Team, while ensuring presence of minimum accepted number of TSEs and managing team’s Schedule, Time-off and Holidays.
• Ensured all cases received are dealt with and solved according to their severity and business impact meeting KPIs and SLAs, while being first level of team's Management escalation.

• Remote technical support of IBM Hardware, Software products and Systems, providing remote troubleshooting and analysis assistance for installation, usage, and configuration questions.
• Collaborated with other support centers and business units to provide seamless problem resolution, while dealing with other vendors on daily basis during troubleshooting hardware and software platforms (F5, Riverbed, etc..).

• Coached/Mentored new Incident Management Team joiners and guiding them through onboarding process.
• Acted as escalation point within support Team for highly escalated incidents, while acting as first point of technical referral, performing troubleshooting for IP Network related technologies/services.
• Acted as a backup to the Team Leader & Manager, performing daily follow up on all team’s incidents and ensuring the correct next actions are followed.
• Cascaded knowledge through delivering several technical sessions in different services both on team’s and company’s level.

• Acted as first interaction point for specific Customer, while ensuring cases are allocated to most appropriate ‘next step’ as part of case flow process.
• Documented all troubleshooting and case management actions via electronic case management system, while providing business impact updates to stakeholders and leadership as required, highlighting all single point of failures and potential issues (in verbal and written form).
• Coordinated with support leaders and technical experts to ensure swift resolution of Business-Critical Incidents, ensuring that detection, initial diagnosis, and prioritization of all incidents is effectively and consistently applied.