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Amr Sedik, Senior Process Improvement Engineer

Amr Sedik

Senior Process Improvement Engineer·Intercom Enterprises

Egypt

Bachelor's degree, Computer Science

Work experience

Total years of experience: 5 years, 1 months

Senior Process Improvement Engineer

April 2022 - Present

Intercom Enterprises

Cairo, Egypt

April 2022 - Present

• Standardized process documentation aligned with APQC, CMMI, ISO, and ITIL, resulting
in 30% improved compliance scores
• Implemented ARIS EPC and BPMN modeling to visualize and streamline critical
business processes
• Managed the business aspect of our CRM upgrade - translated technical requirements,
tested business scenarios, and ensured issues resolution prior to going live
• Fulfilled all Quality Assurance and Compliance requirements for critical Cisco CPCA
audit, supporting cross-functional teams through preparation and assessment phases
• Conducted QA audits annually, ensuring 100% corrective actions closure
• Redesigned audit methodology and checklists to align with evolving business processes
• Delivered targeted training and coaching that elevated process maturity levels across
departments
Company industry:
IT Services
Job role:
Quality Control

IT Service Desk Specialist

June 2021 - March 2022

Intercom Enterprises

Cairo, Egypt

June 2021 - March 2022

• Delivered technical support with a 96% first-contact resolution rate
• Built a knowledge base that reduced resolution time from 42 to 16 minutes
• Reduced recurring issues by 17% through root-cause fixes
• Conducted trend analysis and implemented proactive solutions
Company industry:
IT Services
Job role:
Information Technology

Education

Modern Sciences & Arts University (MSA)

January 2018

January 2018

Bachelor's degree, Computer Science

Egypt

Skills

AUDITING
Intermediate
AUDITING
Intermediate
CAPABILITY MATURITY MODEL INTEGRATION
Intermediate
CAPABILITY MATURITY MODEL INTEGRATION
Intermediate
COMPLIANCE REPORTING
Intermediate
COMPLIANCE REPORTING
Intermediate
GOVERNANCE
Intermediate
GOVERNANCE
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
LEAN SIX SIGMA
Intermediate
LEAN SIX SIGMA
Intermediate
PROCEDURE WRITING
Intermediate
PROCEDURE WRITING
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
SYSTEM IMPLEMENTATION
Intermediate
SYSTEM IMPLEMENTATION
Intermediate

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Training
Lean Six Sigma Green Belt
ESLSCA
CMMI
SECC