Ramie Bahgat

• Successfully built and scaled the Enterprise Application Team from its original 4 members to a team of 20 employees within 2 years, establishing a benchmark best practice methodology template across BDC in terms of operations, team organization, automation, solutions and customer satisfaction
• Collaborated with Business units and support teams to launch products on time and within budget.
• Managing budget, vendors, and contracts agreements for a successful IT strategy implementation.
• Oversees the day-to-day activities of the department and ensures efficient and trouble-free services to our customers and create new opportunities to drive business strategy.
• Oversees the day-to-day activities of the department and ensures efficient and trouble-free services to users
• Obtains satisfactory audit reports from various audits that are conducted by internal / external agencies.
• Coordinated project planning and execution with team members and team leads.
• Accountable for applications delivery, service operations and DR implementations to ensure systems stability and availability.
• Ensure KPI, SLA and OLA for all supported services are met to ensure service quality.
• Develops IT manual of policies & procedures for day-to-day running of the Department and service improvements.

• Successfully built and scaled the first 2nd line of the support team, from its original 4 members to a team of 40 employees within five years. establishing a benchmark best practice methodology template across the organization in terms of operations, team organization, automation, solutions and customer satisfaction.
• Accountable for Application Demand, Design, Delivery and Service Operations of the Vodafone Enterprise Products from Vodafone Global Enterprise, Enterprise Products & Services, Business Product Marketing, Vodafone Roaming Services & Vodafone Technology Networks organizations.
• Drive Cost efficiencies to ensure Budget forecasts continually met Vodafone Business targets and deliver revenue-generating Profit streams that contribute to the Vodafone yearly Financial.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Established team priorities, maintained schedules and monitored performance.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Solution Design and Implementation:
• Lead the implementation of Vodafone Group Hosted Email platform, based on Zimbra collaboration suite. Successfully built and brought the platform to the desired levels in terms of service quality, security and availability according to the technical design based on LLD and HLD.
• Process and team organization:
• Introduced and designed Operations and support models based on ITIL. Manage and steer the team to be service integrators for the platform. Lead the communications with technical and non-technical stakeholders.
• Technologies: RHEL, LDAP, MTA’s, Mailboxes, Proxies, and MS SQL in addition to integration with BlackBerry.

• Implementation of different solutions that allow real-time access to email, calendar, address book and other applications such as Vodafone Email Plus, Windows Mobile Email and Blackberry to business customers, ranging from small startup companies to multinational corporate.
• Successfully built the first Blackberry platform for Vodafone Egypt and was the first certified in Middle East and Africa in 2006. In addition, the first implementer of the technology in the region.

Implement and maintain the 1st Military Intelligence systems.

Implement the 1st remedy mobile application for other technical support teams.

Technologies: MS- Exchange, IBM Notes and IBM Domino, Blackberry Enterprise and Internet, MS-Project.

• Technical point of Contact for Blackberry and Push technologies for Vodafone Egypt and been 1st Certified in EMEA.
• Performed root cause analysis to provide resolutions for production issues.
• Collaborated with clients to determine need and devise appropriate software and hardware solutions.
• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Created manuals and taught training sessions to educate co-workers on new systems.
• Support the Sales and the Marketing Department in demonstrating the vertical solutions to the customer
• Participate with Vodafone Global in testing all new mobility solutions products and Vendor selection.
• Communications with Vendors to gather requirements and evaluate their products.

• Served as primary point of contact for support relating to owned solutions and products.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed for the call center desktop tools and application.
• Provided guidance on installing and integrating new hardware components and software to remote clients.

• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Oversaw IT department operations and training.
• Oversaw daily performance of computer systems and immediately responded to all issues to keep network up and running.
• Updated customers and senior leaders on progress and roadblocks.