حسام المشرفى

Service Manager - Strategic Projects Jul 2013 to Current
SALAM Technology - Doha, Qatar
• Manage all service & SLA contracts and handle IT, AV & telecoms issues facing
company strategic clients.
• Initiated program that standardized employee training and led to increase in customer satisfaction by 25%.
• Reduced and controlled expenses by building online Service Desk system which
follow ITIL.
• Leveraged in-depth understanding of end-to-end customer experience to identify
pain points and latent customer needs.

Senior Project Manager - Strategic Projects Jul 2012 to Jul 2013
SALAM Technology - Doha, Qatar
• Deliver, install and operate Strategic Projects in company. Setting individual staff
objectives in alignment with company objectives. coaching, mentoring, improving staff performance & ensuring that objectives are accomplished and in line with business plan
• Using skills as financial management, Communications, Technical understanding
& Leadership to manage tens of medium & large scale projects in Qatar
• Projects scope mainly includes digital infrastructure, telecommunications, audio
video systems, control centers, surveillance and MEP
• Delivered detailed feature road maps that included action items and project
targets
• Developed accurate development estimates and drafted project resource plans

Telecommunications Service Manage Jul 2010 to Aug 2012
AVIT - Ministry of Civil Aviation - Cairo, Egypt
• Developed department's first incentive performance plan which motivated staff and resulted in a 20% increase in sales
• Increased profits by developing, initiating, and managing telecommunications
Department
• Built and maintained successful relationships with service providers, dealers and consumers

Project Manager - Digital Infrastructure Department Jul 2006 to Aug 2010
AVIT - Ministry of Civil Aviation - Cairo, Egypt
• Manage many infrastructure & telecommunications with lower cost than
estimated, increase net profit in most of my projects. Thanks letters received after projects closure from customers with average budget of 120M US$
• Drafted action plans and led meetings with department executives to review
project status and proposed changes
• Delivered status reports to stakeholders for budgeting and planning purposes
•
Served as the single point of contact for project scheduling and changes
•
Developed slide shows and other forms of media to present project progress to the executive team

Site Manager - CAI _ SITA Jul 2003 to Aug 2006
Cairo International Airport - Cairo, Egypt
• Executed root cause analysis to improve yield and reliability
Collaborated with global teams to resolve IT support cases
•
Gained the "Excellence of Action" Award twice
•
Significantly increased customer satisfaction rates by 30%
•
Compiled operational procedures and technical documents
•
Integrated different vendor systems inside Cairo International Airport
•
Reduced Cairo International Airport network response time by 75%

Technical Project Manager Jun 2001 to Aug 2005
ITplus for Networking & Web Solutions - USA
• Delivery of many online projects to deliver full web solutions to our clients
Collaborated with designers to create clean interfaces and simple, intuitive
interactions and experiences
• Coordinated with QA testers for end-to-end unit testing and post-production
testing
• Managed road map for product design and development