Project Manager

• Apr 2021 - Present

Customer Problem Manager

• Dec 2015 - Apr 2021

• Responsible of managing the lifecycle of all problems, my primary goal is to manage actions to ensure that problems that result in incidents are prevented from re-occurring as well as to minimize impact of incidents that cannot be prevented.• Requesting and managing problem support staff during the specific problem lifecycle, identifying problems (by analyzing incident data), investigate problems according to impact, monitor progress on resolution of known errors, raising RFC to clear errors, assisting with handling of critical incidents by identifying its root cause when requested.• Responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to Operators’ customers are continuously available and performing to Service Level Agreement (SLA) performance levels.• Implement enhancement in problem analytics in root cause determination, data analysis, and problem trending.• Responsible for customer-affecting problems detected by other processes or through analysis, including proactively informing the customer and resolving these specific problems to the customer's satisfaction.• Establish and maintain appropriate Problem Management training material and process documentation. Show less

Operational Support Team Leader

• Jul 2014 - Nov 2015

• Prepare processes & procedures – (WLA) involved in interface, functional elements, b/w NOC & FM with operational target & deliveries• Provide & share technical knowledge for establishing a state of KPI monitoring & reporting to improve customer perception quality and service reporting• Lead and/or participating in project teams to address problems that are having an immediate and negative impact on the Organization• Generate a healthy capacity reports covering the entire network (Outages/TT/CC/Availability…) to enhance the network sites performance how or field related items• Ensure that the sites health and performance is up to the expected performance and meeting site solution and design criteria and advice by all the recommended actions required to maintain sites efficiency• Act as second layer complementing the FM to detect any site issues not detected by the FM function out of SLAs resolutions, repetitive alarms, and their detailed report across all different nodes or sites or reoccurrence on the same site with a clear action plan to ensure that the real cause and the recommended actions is clearly stated in the report• Ensure to track and follow all actions raised by the MSU or FM unit so that all the TTs are resolved within the agreed SLAs and to ensure that any TT with no clear owner or responsibility between the different MS units are being resolved by this function through the related process to be updated to ensure the TTs are solved• Ensure the performance of the problem management team is as per the defined targets and KPIs.• Implement enhancement in problem analytics by increasing the capability of the team specifically in root cause determination, data analysis, and problem trending• Working as the focal point and authority for problem management, providing local communication and engagement with Project Functions• Optimize the Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction Show less

Service Development Engineer

• Aug 2013 - Jul 2014

Generate a healthy capacity reports covering the entire network to enhance the network sites performance.Generate on a weekly basis an enhancement report covering problem detection and how to avoid repetition of similar problems or field related items.Forecast on a monthly basis aligned with Ericsson Egypt sites design and layered structure agreed between Ericsson Egypt and Alkan covering the requirements needed by the field from:•Battery backup•Power enhancement •Transmission enhancementEnsure that the sites health and performance is up to the expected performance and meeting site solution and design criteria and advice by all the recommended actions required to maintain sites efficiency.Act as second layer complementing the FM to detect any site issues not detected by the FM function out of SLAs resolutions, repetitive alarms, and their detailed report across all different nodes or sites or reoccurrence on the same site with a clear action plan to ensure that the real cause and the recommended actions is clearly stated in the report.Ensure to track and follow all actions raised by the MSU or FM unit so that all the TTs are resolved within the agreed SLAs and to ensure that any TT with no clear owner or responsibility between the different MS units are being resolved by this function through the related process to be updated to ensure the TTs are solved.Ensure the performance of the problem management team is as per the defined targets and KPIs.Implement enhancement in problem analytics by increasing the capability of the team specifically in root cause determination, data analysis, and problem trending.Working as the focal point and authority for problem management, providing local communication and engagement with stakeholdersOptimize the Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction Show less

Deputy Project Manager

• Jan 2009 - Jul 2013

Siae Microtronica Maintenance Project (Vodafone Egypt Microwave Transmission) (January 2009 – June 2013)• Responsible for Siae Project Operation & Coordination for 9 Offices {Cairo; Delta; Alex. & North Coast ;Sinai; Red Sea ;Luxor; Asyut & Hurghada } -- (more than 1500 Link)• Take responsibility for the effective flow of information between team members, participants in project activities, and Siae Project interface.• Monitor field work to ensure compliance with company standards, procedures, specifications and finalization.• Maintain accurate and up-to-date Reports (Tracking, Invoicing Status & Approval, Intervention reports, Spare Parts Inventory & requests etc.), track responses and advice the Project Manager and Superintendent of the status.• Implement the agreed action plan & Reports submitting to the agreed standards and deadlines.• Ensure the effective preparation and delivery of all project events as Data & Spares and production of all necessary documentation.• Follow up and Support the Region Manager & Sub Office Team Leaders in the Regions in handling the WO or TT Alarms.• Ongoing evaluation of project activity and reporting on project progress to Siae Maintenance Project manager.• Assist the Project Manager in the project’s administration & Regular liaison with Siae maintenance Project manager on all project-related matters.• Assist in plan and spec analysis in order to provide clear, trackable and coordinated interpretations of the Project.• Generate core business reporting as input for P&L FORECAST.• SPOC for Project manager in all related topics of Project controlling, Trusted advisor.• Control, respect and follow Project re-planning rules.• Support Project Scenarios Simulation. Show less

Field Area Manager

• Jul 2008 - Dec 2008

• Manged Cairo East area in terms of technical, inventory, financial, admin and documentation functions.• Acted as a single point of contact with the customers for escalations and high level operations.• Recruited 8 engineers and 15 technicians.

Team Leader Field Engineer

• Aug 2007 - Jul 2008

• Managed the preventive maintenance annual plan and SLA reports for 436 sites.• Led 10 teams of 10 field maintenance engineers to carry out environmental & radio work orders and trouble tickets.• Acted as a second line support for the first line support of Senior Engineers.• Enhanced the field operation performance via performing a regular internal audits for Mobinil Sites.• Performed a monthly training sessions for field engineers on Transmission and RAN.

Telecom Field Engineer

• Sep 2005 - Aug 2007

• Member in the field operational team that is responsible for performing radio and environmental preventive and corrective maintenance.• Leading 3 technicians to resolve trouble tickets raised by Mobinil.• Had the troubleshooting experience of GSM/ CDMA network elements (Access and Transmission). • Performed site handover for new network elements to O&M team.