Summary
Overview
Work History
Education
Skills
Certification
Honors & Awards
Timeline
CustomerServiceRepresentative

Ramez Rabia

Cairo

Summary

I am a self-driven, talented leader, highly proactive and problem solver whose ambition is clearly limitless.

I am a key member for Vodafone strategic road map (Mergers, acquisitions and divestitures), long term budget planning and digital transformation.

Hardworking Team Leader with 12 years of experience in large environments. Knowledgeable in KPI analysis, implementation and corrective planning.

Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.

Finally, I am a Microsoft Certified Solution Expert for the past 8 years, and Microsoft Subject Matter Expert for over 12 years, I was able to gain 20+ Microsoft certificates in different technology areas and completed over 5K+ hours of e- learning.

Overview

4
4
Languages
15
15
Certifications
7
7
years of post-secondary education
13
13
years of professional experience

Work History

Team Leader Manager

Vodafone
05.2020 - Current
  • Leading the Infrastructure Authentication Team in Vodafone Group, the team is supporting as the third level for multiple Microsoft products (ADDS, DNS, O365 Tenant, AD Connect, Azure ... etc) and custom made provisioning and Automation products from QUEST.
  • The foot-print covers all Vodafone Branded locations and companies worldwide with more than 2M objects, 400K users, geo-resilience Domain controllers distributed around the world and a complex number of domains trusts.
  • Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
  • Empower employees to take responsibility for their jobs and goals.
  • Delegate responsibility and expect accountability and regular feedback.
  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.
  • Contributing in cost optimization reports and corrective actions.
  • Mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
  • Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
  • Maintain transparent communication.
  • Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.
  • Monitored operating machinery to assess progress, adjust settings and maintain desired tension and speeds.
  • Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.

Service Owner, Technical Lead

Vodafone
10.2015 - 05.2020
  • The Service Owner is accountable for the ITIL life cycle phases Service Operations and Continuous Service Improvement of the Office IT Infrastructure service owned.
  • He is accountable to ensure that the ongoing service delivery project activities and the operational support activities meet agreed customer requirements.
  • The Service Owner is accountable to ensure that the Office IT Infrastructure service is delivered according to the Service Level Agreement between Office IT and the local markets.
  • He will take care that the Office IT Infrastructure service is managed E2E across all teams in the support organization including Vodafone internal suppliers, local markets and external service providers.
  • Service operations including incident management and service request fulfillment is in accountability of the Service Owner.
  • The Service Owner needs to provide guidance and instructions to the operations teams and the CSD with respect to technical and process related issues in line with the available Vodafone templates.
  • The Service Owner delivers third level support for incident, service request and problem management.
  • He is accountable for release, patch and change management in regards to the Office IT Infrastructure service owned.
  • Additionally the Service Owner has to drive end-to-end incident and problem management where the operations team is unable to provide resolution in a timely manner or with the quality required.
  • He ensures customer and management communications will be performed timely, concise and effective.
  • The role owner should identify opportunities for service improvements (CSI), which need to be discussed and in line with the customer needs.
  • He delivers service reporting in regards to availability, capacity and performance management.

Senior Infrastructure System Engineer

Vodafone
07.2013 - 10.2015
  • SME is responsible for the ITIL life cycle phases Service Operations and Continuous Service Improvement of a Office IT Infrastructure service within the scope of 3rd line activities.
  • This role owner is responsible for providing guidance to operation teams from both technical and process perspective and acts as a SPOC for the offshore Service Owners.
  • The role requires both technical knowledge and experience of the Office IT Infrastructure service as well as service management skills.
  • This function should have an in-depth knowledge and experience on the service.
  • The role delivers and handles major incident management and hot topics raised by the Service Owner to get solved in a timely manner.
  • Technical issues that cannot be managed by the operations team will be raised and escalated to the Vendor, document and report Vendor support calls in a timely manner.
  • His key accountability is to restore services and remove service degradation in time and in alignment with SLA.
  • In cases issues needs to be solved by a workaround or with an unknown root cause a proper problem investigation will be executed The role reviews and improves backend activities during day to day operations.

Senior System Engineer

Raya Contact Center
08.2011 - 07.2013

IT Administrator

The Globe Corporation
01.2009 - 04.2011

IT Administrator

01.2008 - 12.2008

Education

Associate's Degree - Electrical, Electronics and Communications Engineering

Cairo University
01.2004 - 01.2011

Skills

Strategic Planning

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Certification

MCSE: Core Infrastructure

Honors & Awards

Vodafone Top Performer Award - 7 Times

Vodafone Top Talent Award

Vodafone Star of the Year Appreciation Award

Vodafone Best Achiever Appreciation Award

Timeline

Team Leader Manager

Vodafone
05.2020 - Current

Service Owner, Technical Lead

Vodafone
10.2015 - 05.2020

Senior Infrastructure System Engineer

Vodafone
07.2013 - 10.2015

Senior System Engineer

Raya Contact Center
08.2011 - 07.2013

IT Administrator

The Globe Corporation
01.2009 - 04.2011

IT Administrator

01.2008 - 12.2008

Associate's Degree - Electrical, Electronics and Communications Engineering

Cairo University
01.2004 - 01.2011

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Ramez Rabia