Ramy Mohamed Mostafa Gamal El Din

I am currently working as Lead, customer service manager for multiple of key major OB's customers such as (GSK GlaxoSmithKline, RS components, Haleon, Hapag-lloyd, etc). Providing these key accounts professional success and service management practices on daily basis.

• Acts as the customers' primary point of contact and an escalation point.
• Holds accountability for the quality of solutions provided to Customer.
• Effectively collaborate with business partners to ensure service portfolio evolves in line with enterprise goals.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics, develop meaningful measures to reflect business partners' and end-users' service experience.
• Identify business opportunities by efficiently prioritizing customer requirements, analyzing alternative solutions and developing service recommendation.
• Demonstrate fluency in financial terminology, basic accounting principles, budgeting, and invoicing processes.
• Handles change requests, tracking of change implementation, change reporting and change billing.
• Create and manage Service Improvement Plans for services that needs improvements.
• Services capacity tracking and reporting.
• Effectively conduct service reviews to identify potential performance improvements, reassess service level targets, or minimize risk of business failure.
• Demonstrate an understanding of ITIL fundamentals, collaborate with operation team to improve service performance and synchronize the technology and process requirements of multiple services to achieve business needs.
• Initiate awareness of technology developments related to IT service, measure technology investment value to help business partners understand how technology changes contribute to cost, productivity, and strategic outcomes.
• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange.
• Proactive reporting, create and review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers.
• Work with the account team to sell Orange products and services.
• Understand and capture business partners' service requirements and build collaborative framework with business partners to identify opportunities for IT service improvement.
• Monitor Performance to ensure service level agreements are met and report on key performance indicators, identify and address root causes of key vendor performance risks that may affect future service outcomes.
• Map key stakeholders related to IT services and effectively translate stakeholder requirements into an effective communications plan.
• Provides customer with up-to-date technical documentation, including the Customer Operations Guide.
• Ensures all technical documentations are posted and updated.
• Conducted regular meetings with staff to discuss progress, challenges, and potential solutions to ongoing concerns.

• Receive annual forecasts of traffic, minutes and subscribers from Commercial Department and translate Commercial needs into technical requirements (Business plan).
• Make a comprehensive capacity budget calculations (2G/3G/4G) taking into consideration the impact on all domains as Core, RAN, Transport and Deployment.
• Execute detailed analysis on the received budget studies from commercial team, translate them into physical resources (2G/3G/4G) and distribute these resources over year (per month) to have optimum resources consumption and preparations (Master plan).
• Build a detailed technical assessment for any of major network incidents (Radio access and Core), specify the traffic loss (data and voice) and manage the incident solution/restoration.
• Set the roadmap for network growth by creating and managing a master plan for the monthly traffic growth, along with following up on the installment of needed capacities to contain monthly forecasted traffic.
• Maintain up to date monitoring of customer behavior and new traffic profiles to assure the flexibility of our capacity implementation plans.
• Perform strategic analysis for minutes, revenues and benchmark with competitors.
• Provide end-to-end network dimensioning for the major network elements along with setting the rules and recommending thresholds for network planning and dimensioning.
• Validate or modify the scope for new Commercial moves by assessing the impact on the network capacity (2G/3G/4G, Core/RAN/Transport, Voice/Data) and initiate task forces and plans to assure the readiness of our network.
• Set plans, initiate studies, and provide forecasts for seasonal and calendar events, and assessing the impact on the network capacity (2G/3G/4G, Core/RAN/Transport, Voice/Data).
• Extract regular reports of voice, data, and quality key performance indicators through multiple supplier's radio tools for 2G, 3G and 4G (Using Huawei and Nokia tools).
• Perform a day-to-day monitoring and reporting to radio traffic, Inter MSC, A-ter, IuCS, IuPS, Gb, interconnect links for 2G/3G/4G blocking and utilization and take proper action to enhance network quality, customer perception and satisfaction.
• Manage projects of upgrade/downgrade streams for 2G/3G/4G, Core/RAN/Transport and Voice/Data.
• Lead studies to enhance network utilization, optimize resources and interface with involved suppliers to build technical solutions.
• Interface with various teams to define their need for capacity expansion for each platform and help them benefit from the new technologies to increase network capacity.
• Participate in RFQS, evaluation and supplier selection for network equipment.
• Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
• Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.

• Technical support and operation (L1 & L2) of all MW links elements related to Ericsson, NEC and Alcatel-Lucent suppliers.
• Responsible for tracking the repeated problems related to MW links (TDM and IP), then finding the appropriate solution.
• Supervision of transmission microwave links is under responsibility of Access Transmission team on daily basis and ensuring that all network's nodes are supervised professionally without errors.
• Monitoring and following up the hardware and software incidents related to MW links (TDM and IP) on weekly basis.
• Monitoring and following up the MW links performance and efficiency on weekly basis to ensure network's availability.
• Responsible for tracking and solving the IP high-capacity traffic spots and coordinate with involved teams for enhancing network's KPIs.
• Preparing job plans for executing capacity upgrades (Remote upgrade actions for links configuration) actions over network elements for data IP swapping project and enhancing network's (TDM and IP) capacity.
• Creating and configuring data related to full IP project over whole network's elements.
• Troubleshooting and reporting problems related to full IP nodes.
• Responsible for assigning QoS (quality of service) plans over full IP nodes for achieving network's synchronization.
• Periodic software release upgrade over all Ericsson network to match the latest features provided by supplier.
• High-level support for all teams involved in transmission part.
• Ability to plan, schedule, conduct, and coordinate transmission projects.
• Responsible for monitoring and reporting NMS and transmission links daily, weekly and monthly reports.
• Test and troubleshoot all technical problems in sites over TX solutions (hardware, software, and quality problems).
• Follow up in work order tasks within the BSS network area.
• Following up the VIP events and ensure the traffic operational efficiency (TDM and IP).
• Www.orange.eg

• Corrective maintenance (L1 & L2) of all BSS network elements BTS, BSC, TC, RXCDR and MW links.
• L1: Anomaly diagnosis and corrective includes all preventive maintenance operations.
• L2: Qualified experts using specific methods will make anomaly diagnosis and corrective.
• Integrate new sites (Wiring, connections of external alarms and equipment commissioning).
• Follow up, audit and support maintenance subcontractor.
• Upgrade, migrate and modify the BSS network.
• Control the sites handover to subcontractor.
• Reception of new sites from production teams to maintenance team.
• Support and follow up the preventive maintenance of the subcontractors.
• Supervise BSS sites in emergency case.
• Test and troubleshoot all technical problems in the BSS sites (hardware, software, MW and quality problems).
• Follow up in work order tasks within the BSS network area.
• Troubleshooting and maintaining all network VSAT links.
• Responsible for following up, solving, and reporting all problems in the shared sites with other mobile operators in regions.
• Perform all tasks on a 24/7 basis.
• Reduced downtime through efficient troubleshooting and root cause analysis of equipment failures.
• Developed preventive maintenance schedules to minimize downtime and optimize performance.