Myriam Habib

Service Implementation Expert at Orange Business Services
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Contact Information
us****@****om
(386) 825-5501
Location
Egypt, EG
Languages
  • English Native or bilingual proficiency
  • French Native or bilingual proficiency
  • Arabic Native or bilingual proficiency

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Moshira Marzouk

I have had the pleasure to work directly with Mariam for about two years when she was working as customer service manager. During this time, Myriam has shown flexibility, excellent team spirit and an appetite for growth that is really commendable. With Mariam’s skillset, multicultural and trilingual setting, and her knowledge of a broad spectrum of products within connectivity and IT, I am certain Myriam can thrive anywhere.

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Credentials

  • ISO/IEC 20000 Lead Implementer
    PECB
    Oct, 2018
    - Oct, 2024
  • Cisco Certified Network Associate
    Cisco
  • ITIL® Intermediate in IT Service Design
    PEOPLECERT
  • ITIL® foundation v3
    PEOPLECERT
  • PRINCE2® Foundation
    PEOPLECERT
  • PRINCE2® Practitioner
    PEOPLECERT
  • ZCCA-IA
    Zscaler

Experience

  • Orange Business Services
    • France
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Service Implementation Expert
      • Aug 2021 - Present

      • Be the primary point of contact in regards to the area of expertise towards Marketing, along project duration• Contribute to product Business Case definition by consolidating costs related to processes adaptation• Analyze impacts of new product introduction on processes, operational teams & organization and tools; propose related adaptation and seek for process owners approval• Define operational business requirements, consolidate arguments to justify required processes & tools adaptation• Harmonize new products & services conception within commercial and technical catalogs• Define, closely with IT stakeholders, end-to-end test plans; lead and/or execute testing phase, define corrective actions in order to guarantee proper tools set-up as defined to final end users• Document product related processes up to working instructions level (migration plan, user guidelines, detailed procedures…)• Build training modules, lead & conduct training sessions to ensure operational teams are in position to operate new product• Be involved in product launch phase, be in support of operational teams during first customers set-up and implementation (including Pilot Phase)• Build and finalize formal handover towards lifecycle manager at the end of the project phase• All along the project duration, in accordance with the Project Manager, provide expected deliverables depending on defined project methodology (planning, process work stream description, risk management, activity reporting, etc.)

    • Senior IT Customer Service Manager
      • Apr 2016 - Nov 2021

      * Plan and direct the delivery of contracted business activities throughout the contract’s lifecycle.* Acting as main point of contact in the RUN phase for different IT services. * Escalation point to coordinate processing of critical incidents.* Accountable for establishing and maintaining a satisfactory long-term relationship with customer.* Manage customer expectations and contribute to full-cycle customer satisfaction feedback.* Involved in Incident, Problem, Change, release, and request management.* Accountable for providing to customers regular service review on service levels, support, performance, statistics on service, and responses to incidents.* Ensuring meeting agreed SLAs for increased customer satisfaction.* Maintaining the Customer Operation Guide describing services and responsibilities.* Proactively manage quality of services, preempt areas where potential issue could arise.* Actively identify up-sell opportunities so as to grow the accounts.* Coordinating processing of complex changes and requests and maintenance operations.* Reporting regularly on investigation and resolution progress during a crisis.* Proposing and conducting service improvement plans.* Providing root cause analysis reports and conducting correction plans.

    • Technical Implementation Owner
      • May 2015 - Apr 2016

      * Responsible for Service Implementation of different messaging solutions (SMTP relays , Oracle Communications Unified Communications, Lync , Exchange , AD ,..)* Deploy new Messaging customers' platforms according to Orange standards.* Test the implemented platforms to ensure compliance with customer request.* Manage customer migration when applicable.* Participate to regular project status meetings (internal and/or with customer).* Configure the operational tools : Monitoring, Backup, Change, Incident, Reporting.* Trouble-shoot and fix issues during the build phase.* Support customer during customer acceptance.* Owns the handover to Operations task.* Maintain the built platform up to date till its handover from Build to RUN.* Participate to create/update the documentation about the implementation and configuration (technical documentation, procedures, processes)

    • Unix / Linux Messaging Systems Administrator
      • Sep 2008 - Apr 2015

      * Administrate SMTP Messaging services components (Solaris & Linux OS, TrendMicro, Postfix, Storage agents, Sophos, LDAP Services, DNS services..) to maintain service availability* Administrate Messaging Management infrastructure (Firewalls, DNS servers, Alteons, switches..)* Provide level 2 support as Subject Matter Expert of the Messaging customers.* Trouble-shoot and diagnose problems leading to effective and efficient problem resolution in order to meet requirements of SLA and contractual commitments to customer.* Coordinate with other operational entities inside IT Services, such as Customer Technical level 1 Support teams & other level 2 teams for different Lines of Business.* Participate to the on-call process* Proactively manage the alarms to ensure stable platforms and avoid outages.* Define the needs for the enhancements of the administration and monitoring systems.* Improve operational Guidelines and procedures ( monitoring, support, implementation).* Validate & Perform changes on existing platforms* Apply Patch updates & new software versions upgrades.* Deploy SMTP new customers' platforms* Manage technical relationship with third party AS/AV mail relaying solution supplier.

    • Monitoring Support Engineer
      • Oct 2005 - Aug 2008

      * Responsible for troubleshooting and resolving high complexity customer faults proactively.* Manage and Monitor Exchange servers, Lotus notes servers, SMTP relays, Blackberry Servers.* Manage and Monitor Proxies and BigIPs, Firewalls, Switches, * Monitor Application Hosting Servers.* Support Different OS Windows, Linux and Unix.* Managing over 20 000 Event per Month within a specific SLA.* Working in Morning and night shifts

Education

  • Middlesex University
    Bachelor's degree, Computer Science
    2005 -
  • Modern Science and Arts University
    Bachelor's degree, Computer Science
    -
  • Sacré Coeur Heliopolis
    High school
    -

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