Amr Aly
Global Program Manager at Orange Business Services- Claim this Profile
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Arabic Native or bilingual proficiency
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English Full professional proficiency
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French Elementary proficiency
Topline Score
Bio
Credentials
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Corporate Sales Fundamentals
SMstudy - Global Accreditation Body for Sales and Marketing CertificationsJan, 2023- Oct, 2024 -
Negotiation Associate
SMstudy - Global Accreditation Body for Sales and Marketing CertificationsJan, 2023- Oct, 2024 -
Six Sigma Yellow Belt
VMEdu Inc.Oct, 2022- Oct, 2024 -
Professional Scrum Master™ I (PSM I)
Scrum.orgMar, 2022- Oct, 2024 -
Managing Professional Transition
AXELOS Global Best PracticeNov, 2020- Oct, 2024 -
ITIL Service Design (ITIL-SD)
AXELOS Global Best PracticeFeb, 2020- Oct, 2024 -
ITIL Service Transition (ITIL-ST)
axelosOct, 2019- Oct, 2024 -
ITIL Service Strategy (ITIL-SS)
axeloApr, 2019- Oct, 2024 -
ITIL Service Operation
AXELOS Global Best PracticeFeb, 2019- Oct, 2024 -
ITIL Continual Service Improvement (ITIL-CSI)
AXELOS Global Best PracticeNov, 2018- Oct, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeOct, 2018- Oct, 2024 -
PRINCE2® Foundation Certificate in Project Management
AXELOS Global Best PracticeOct, 2017- Oct, 2024 -
iManager M2000 PRS Operation and Maintenance Training (Administration, Commissioning and troubleshooting)
Huawei TechnologiesMar, 2014- Oct, 2024 -
iManager M2000V200R013 System Administration Training (ATAE Cluster) ( Administration, Commissioning and troubleshooting )
Huawei TechnologiesMar, 2014- Oct, 2024 -
Alcatel Transmission SDH (1353NM, 1353NM/1354RM Administration, 1354BM ETH Training course)
-Dec, 2012- Oct, 2024 -
Alcatel Transmission SDH (Ethernet Introduction for SDH network + ISA-ES Introduction, and ISA part ES-1/4/16 Configuration)
-Nov, 2012- Oct, 2024 -
Huawei GSM & UTMS Single RAN (BSC Operation and Maintenance)
-Nov, 2012- Oct, 2024 -
Huawei GSM & UTMS Single RAN (BTS Operation and Maintenance)
-Nov, 2012- Oct, 2024 -
Huawei Wireless Customized Training (GSM Network Features and Radio Planning, LTE Overview, GSM Covering Solutions and Radio planning and Hardware Dimensioning)
-Nov, 2012- Oct, 2024 -
Huawei tools PRS and IManager ( Administration, Commissioning and troubleshooting )
-Nov, 2012- Oct, 2024 -
Oracle Solaris 10 Operating System Essentials Ed 2 PRV
-Jul, 2012- Oct, 2024 -
Alcatel Transmission IP/MPLS (5620 SAM service aware manger operations and service provisioning)
-Jun, 2012- Oct, 2024 -
Alcatel Transmission ( ISA –ATM/1354 BM-ATM O&M)
-Dec, 2011- Oct, 2024 -
Alcatel Academy (GSM Networks, WiMAX, NGN and IMS/TISPAN)
-Jun, 2010- Oct, 2024 -
GUPCO Certificate as Trainee Engineer
-Sep, 2008- Oct, 2024 -
GUPCO Certificate as Trainee Engineer
-Sep, 2007- Oct, 2024 -
SIFE-MIU Certificate as an IT Organizer in SMS (Stock Market Simulator)
-Apr, 2007- Oct, 2024 -
SIFE-MIU Certificate as Delegate with role of Investor in SMS (Stock Market Simulator)
-Apr, 2006- Oct, 2024
Experience
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Orange Business Services
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France
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IT Services and IT Consulting
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700 & Above Employee
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Global Program Manager
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Jul 2022 - Present
- Business Evolution support, processes Ownership, Driving & Supporting Business/Digital Transformation Projects.- Project Management & Contribution for New products, new business requirements & accelerated implementation to customers/Market.- Manage Organizational, Process & Roles' changes.- Support Organizational Alignment & Standardization: Expertise, specialization, extension & integration.- Design, implement, standardize & evolve business processes .- Release Management Process ownership (design / review, evolution, enhance & automate).- Implementing Metrics, Measure , assess, improve & review with the business and global organization.
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Lead Customer Service Manager
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Dec 2020 - Jul 2022
- Holds accountability for the Quality of solutions and services provided to Customer.- Acts as the customers' primary point of contact (one Stop Shop) and an escalation point.- awareness of overall and service management profitability of their customers.- Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange.- Analyze Customer business to identify their needs &, new opportunities.- Work with the account team to sell Orange products and services.- Create and manage Service Improvement Plans triggered by: - Quality Connect Survey (related to any and all functional areas). - Customer Complaint (including those related to customer invoices. - Proactive Action (identified proactively by the CSM).- Ensure customers complains are managed and resolved in a timely manner.- Prepares periodic customer service reviews.- Handles non-commercial customer queries and complex customer service issues.- Proactively inform customer and end-users in advance of any anticipated service interruptions.- Proactively inform customer and end-users of any security vulnerabilities or Solution Bugs and Handle Rectification projects.- Provides capacity analysis, forecasts and recommendations.- Create and Review any internal root cause analysis (RCA) applicable to their customers and generate - customer-facing RCA to be communicated to customers.- Handles change requests, tracking of change implementation, change reporting and change billing.- Responsible for data integrity of customer information in all systems/tools.- Provides customer with up-to-date technical documentation, including the Customer Operations Guide.- Ensures all technical documentations are posted and updated.- enhance the customer experience by researching, developing or managing the projects for new tools, tools automation and tools enhancements that directly affects the customer.
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Customer Service Manager
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Sep 2018 - Nov 2020
- Holds accountability for the Quality of solutions and services provided to Customer.- Acts as the customers' primary point of contact (one Stop Shop) and an escalation point.- awareness of overall and service management profitability of their customers.- Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange.- Analyze Customer business to identify their needs &, new opportunities.- Work with the account team to sell Orange products and services.- Create and manage Service Improvement Plans triggered by: - Quality Connect Survey (related to any and all functional areas). - Customer Complaint (including those related to customer invoices. - Proactive Action (identified proactively by the CSM).- Ensure customers complains are managed and resolved in a timely manner.- Prepares periodic customer service reviews.- Handles non-commercial customer queries and complex customer service issues.- Proactively inform customer and end-users in advance of any anticipated service interruptions.- Proactively inform customer and end-users of any security vulnerabilities or Solution Bugs and Handle Rectification projects.- Provides capacity analysis, forecasts and recommendations.- Create and Review any internal root cause analysis (RCA) applicable to their customers and generate - customer-facing RCA to be communicated to customers.- Handles change requests, tracking of change implementation, change reporting and change billing.- Responsible for data integrity of customer information in all systems/tools.- Provides customer with up-to-date technical documentation, including the Customer Operations Guide.- Ensures all technical documentations are posted and updated.- enhance the customer experience by researching, developing or managing the projects for new tools, tools automation and tools enhancements that directly affects the customer.
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Orange Egypt
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Egypt
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Telecommunications
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700 & Above Employee
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Supervisor, Network Management Solutions
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Mar 2014 - Aug 2018
1. Project Manager for current and new projects: planning the project, system capacity, technical advisory, implementation and commissioning of the projects. 2. Interfacing between teams and coordinate activities for the success of projects3. Purchasing Hardware, software and equipment’s. 4. System architecture and design.5. System integration 6. Operations on the system platforms: upgrade, troubleshoot, maintenance, auditing for proactive actions, security enhancement, backup and user remote assistance.7. Research and Development: enhancing the user experience with new tools and Features, ease and automate user activities and reports and, system availability and enhancement. 8. Trainer: train the users to use the systems and tools to enhance their productivity and ease their daily activities.9. Team KPI’s reporting and system activities coordination.10. System Documentation: operation, maintenance, user guides and development.11. MAX exposure to Most of the Vendor Solutions ex: Huawei (BSS, Core &,RSM), Motorola (BSS) , NSN (BSS &, Core) , ZTE (RSM &, BSS) , Alcatel (Transmission, RSM &, BSS) , Ericson (Transmission).
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Lead, Network Management Solution engineer
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Aug 2011 - Mar 2014
1. Project Manager for current and new projects: planning the project, system capacity, technical advisory, implementation and commissioning of the projects. 2. Interfacing between teams and coordinate activities for the success of projects3. Purchasing Hardware, software and equipment’s. 4. System architecture and design.5. Operations on the system platforms: upgrade, troubleshoot, maintenance, auditing for proactive actions, security enhancement, backup and user remote assistance.6. Research and Development: enhancing the user experience with new tools, ease and automate user activities and reports and, system availability and enhancement. 7. Trainer: train the users to use the systems and tools to enhance their productivity and ease their daily activities.8. Team KPI’s reporting and system activities coordination.9. System Documentation: operation, maintenance, user guides and development.
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3G supervision front Office engineer
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Jul 2010 - Aug 2011
1. Detect and report problems on 3G BSS sites.2. Troubleshoot technical problems in sites.3. Coordinate access to 3G BSS sites and troubleshooting for Field personal.4. Create all necessary reports regarding interventions and security.
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logging and Lab Trainee
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Nov 2009 - Nov 2009
preparing the tools for logging understanding the theories and operations on drilling wells and how keep the wells in production. preparing the tools for logging understanding the theories and operations on drilling wells and how keep the wells in production.
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GUPCO
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Egypt
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Oil and Gas
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700 & Above Employee
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Technology Trainee (IT, telecommunication and Data network)
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Aug 2008 - Sep 2008
troubleshooting PC and connection problems with users, monitoring and auditing the satellite, microwave links and data network routers and switches. troubleshooting PC and connection problems with users, monitoring and auditing the satellite, microwave links and data network routers and switches.
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GUPCO
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Egypt
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Oil and Gas
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700 & Above Employee
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Technology Trainee (IT, telecommunication and Data network)
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Aug 2007 - Sep 2007
troubleshooting PC and connection problems with users, monitoring and auditing the satellite, microwave links and data network routers and switches. troubleshooting PC and connection problems with users, monitoring and auditing the satellite, microwave links and data network routers and switches.
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Education
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2004 - 2009
Misr International University
Bachelor's degree, Electrical, Electronics and Communications Engineering -
2021 - 2021
Udacity
Nano Degree, Data Analysis Professional
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