Experience

Orange Business Services

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Head of Shared Cloud Operations

  • Mar 2022 - Present

• Senior Operations Manager

  • Aug 2019 - Feb 2022

  Head of MSI Change Implementation OwnersManaging a team of 21 direct reports – Highly skilled Network Engineers.Managing a 24/7 team covering both standard and non-standard change requests.

• MSI Change Manager

  • Jun 2018 - Jul 2019

  Part of Multi-sourcing Service Integration MSI Center. Responsible for managing change procedures, receiving and prioritizing change requests, evaluating the risk level associated with requests, and keeping thorough records of the outcome of each change, Controlling the life-cycle of all Changes and enable beneficial Changes to be made, with minimum disruption to IT services.

• Senior Network Optimization Engineer

  • Aug 2014 - May 2018

  Responsible for upgrading legacy network technologies, or switching network infrastructure into more effective and cost saving partners.Managed more than 10 high cost saving optimization projects.Deployment of “Technical hardware validation” function, building stable processes and integrating the needed tools.Providing guidance and support to all team members.Periodically reporting project status, progress and Team activities breakdown.

• Senior Incident Management Expert

  • Jun 2007 - Jul 2014

   Employee of the Month winner for three times, 6 Local awards winner Responsible for troubleshooting and resolving auto-detected network failures Team leader for 3 years.. Project owner for a 12-month internal project targeting team productivity enhancement, work load reduced by 25%. Assisted in the CSP team ITIL framework optimization. Working with account team to enhance customer experience and directly interacting with customer top management for critical issues. Introduced team members improvement plan and monthly break down to the management. Standing as a successor to the management and acted as a team supervisor for 2 months. End-to-End ownership of SIP cases (Service Improvement Plan).



Advanced Technologies Company Egypt

• Project Coordinator

  • Dec 2006 - May 2007

  Project planning and network design.Providing site surveys and studying technical specs for tenders.Providing technical assistance for sales engineers in customer meetings.Managing new installations and network maintenance. Project planning and network design.Providing site surveys and studying technical specs for tenders.Providing technical assistance for sales engineers in customer meetings.Managing new installations and network maintenance.



Internet-Misr

• Technical Support Engineer

  • Feb 2006 - Nov 2006

  Dealing with customers by phone and face-to-face.Troubleshooting and solving DSL and network related issues.Training new candidates and developing new incident handling techniques.Assisting in the process of upgrading call center and team activities. Dealing with customers by phone and face-to-face.Troubleshooting and solving DSL and network related issues.Training new candidates and developing new incident handling techniques.Assisting in the process of upgrading call center and team activities.