Mohamed Fayek
Presales Consultant -- Service Management Architect at Orange Business Services- Claim this Profile
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Arabic Native or bilingual proficiency
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English Native or bilingual proficiency
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French Elementary proficiency
Topline Score
Bio
Credentials
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ITIL 4 Strategist, Direct, Plan and Improve
AXELOS Global Best PracticeJun, 2021- Oct, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeJun, 2019- Oct, 2024 -
Service Integration and Management (SIAM) foundation
EXIN your ICT competence partnerJun, 2018- Oct, 2024 -
Cobit 5 Foundation
PeopleCertAug, 2017- Oct, 2024 -
ITIL foundation trainer
Orange -
Orange Way of Customer Service Official Trainer
Orange
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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Presales Consultant -- Service Management Architect
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Feb 2018 - Present
As a part of the Sales and Marketing Department serving Europe, the Service Management Architect role designs the Model in which the customers will receive their operations. During the Presales phase, where new bids are presented to New customers or renewals are being done to existing contracts, we design the Service Management aspects of the deal. Based on ITIL practices, we design how all the processes ( Ex: Incident Management, Problem Management, Capacity Management etc...) will be run in terms of People, Processes, and tools. The design includes the mode of operations and the cost of such mode.
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Senior Operations Manager
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Apr 2012 - Feb 2018
I led several service desk teams within Orange business services and providing an outstanding customer experience with high technical abilities to several Diamond CustomersI ensure achieving the team targets in terms of KPIs and customer satisfaction.I ensure that costs are decreased and cost saving initiatives are being implemented.I ensure all company policies are applied within my teams.I break down company objectives into personal objectives for my team members.I work on individual development plans for each member to help him develop his career.
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Problem management expert engineer
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Oct 2010 - Apr 2012
Working as a technical / Hierarichal escalation for agents working in customer technical support serving Universal Music group Company.Working on Complex problems, and providing trend analysis to management to eliminate any waste and solve repetitive issues permanently.Working on several reports to management to ensure team is compliant with company objectives and is on the right track and achieving set KPIs.
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Customer Technical Support Engineer
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Oct 2007 - Oct 2010
Worked as a technical support engineer working on customer incidents and solving it in a quick and efficient way. Worked on various network technologies, and value added services such as ATM, Frame Relay, Metro Ethernet, Voice ,WAN optimization technologies( Riverbeds, Packeteer, IPANEMA ) and security ( Firewalls, Proxies,SSL, BIG IP...etc)Outstanding performance was achieved throughout the 3 years with several local award provided for different technical, customer appreciation, and initiative taking areas.
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Education
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2010 - 2013
MBA- GUC
Master of Business Administration (MBA), Strategic management and Finance -
2002 - 2007
Cairo University
Engineer's Degree, Faculty of engineering .. Electronics and communications department -
1988 - 2002
Misr Language Schools
High School, Mathematics section
Community
