هاني El-Demerdash

Operations & Project Management Consultant في Fingerprint Consultancy

• المملكة العربية السعودية - الرياض
• أشغل هذه الوظيفة منذ يناير 2019

• Implement improvements to policies and procedures in order to deliver high quality services.
• Defines enterprise IT architecture directions and strategy.
• Understand business structure, which then leads to an understanding of what technology facilities needed to support that architecture.
• Bridges the gap between business requirements and technology solutions.
• Carry-out the day-to-day operations, offer expertise and coordinate work.
• Process re-engineering to achieve high performance standards, meet established targets and engage employees.
• Linking the business objectives of GCS with the objectives of IT management.
• Ensuring the effectiveness of the daily activities of IT teams.
• Develop and implement Quality Assurance measures.
• Monitor and control all ongoing processes.
• Help analyzing statistics and supervise change plans.
• Research new techniques and alternative efficiency methods of work.
• Defining KPIs, and SLA for the different IT teams.

• Engage with client PM and stakeholders to coordinate establishment of project environment, prepare the project plan and mobilize the resources.
• Review project tasks, schedules, and resources and make changes or additions, as appropriate.
• Measure and evaluate progress against the project and resolve issues and deviations if they arise.
• Conduct regularly scheduled project status meetings with client PM.
• Manage the technical team on the project and follow up on their onboarding and offboarding process as well as their time allocation and deliverable completion.
• Arrange and attend requirements gathering meetings, status meetings, stand up meetings, …

Manager, Technical Services Delivery في Orange

• مصر - القاهرة
• يونيو 2015 إلى أكتوبر 2018

and Responsibility
Manage a team of 24 highly qualified professionals comprised of certified PMs and
Engineers, and Telecom Relations team. And do the following functional and people
management tasks.
- Functional Management Tasks:
• Collaborates with other managers, to influence and ensure that
assigned projects are meeting internal and external needs, operating
efficiently, cost effectively and acquiring appropriate information to
meet customer needs and generate accurate reports
• Accountable for operational results in terms of department
performance standards/metrics, customer satisfaction and
budget/expenses
• Manages the coordination, implementation, administration and
execution of implementation programs, personnel, communications,
projects, products, performance metrics/standards
• Complete fundamental knowledge and awareness of goals and
objectives.
• participate in short and long term planning for managed department
Hany EL-Demerdash_CV
3
• Identifies issues, provides input and makes recommendations
regarding implementation/delivery programs, tools, projects, products,
process, metrics, standards and customers.
• Ensures that all issues are escalated in accordance with policy and
procedures. ·
• Meeting customers upon request
• Advising on top-level technical issues and project management
• Keeping abreast of latest guidelines, services and technologies
• Act as an higher escalation point for customers, Project Managers,
Engineers and Sales teams during delivery cycle to provide a solution
for complex problems
• Report team targets and achievements to the departments’ head
• Define and order the hardware yearly forecast according to the sales
forecast.
• Follow up on procurement team to ensure on time delivery of the
requested HW.
• Monitor HW consumption and assignment
• Participate in any new product workflow design
• present the team quarterly results to top management
- People Management Responsibilities:
• Accountable for scheduling, work plans, technical direction, staffing,
and performance management/development of team members.
• Define the team vision and strategy of work
• Cascade team objectives for each member, in order to set individual
goals
• Define the team KPIs and measure it for each team member
• Ensure that individual and team's targets are consistently achieved in
an efficient manner in order to meet organization's objectives
• Retain & develop current team members by encouraging and
supporting appropriate development opportunities (coaching,
mentoring, empowerment, job rotations, shadowing, etc.)
• Monitor, regularly, the team members' activity in order to give support
and periodical feedback
• Appraise subordinates on a yearly basis according to company policy
• Understanding people’s drivers in order to motivate and generate
commitment to achieve individual and department's goals
KEY ACHIEVEMENTS
➢ Manage the team in a hard acquisition and reformation time
➢ Able to keep the high team performance rates although of the high turnover
rates
➢ Enhance the delivery duration cycle of the new MW product for enterprise
customers to deliver 8 new links monthly instead of 2 only
➢ Start my MBA and should be achieved by end of 2018

Manager, Enterprise Services Delivery في LINK Mobinil Group

• مصر - القاهرة
• ديسمبر 2011 إلى مايو 2015

 Managing Company’s Operational Delivery Team. The team comprise of technically qualified Delivery Engineers and Project Managers.
 present the team quarterly results to top management
 Define the team vision and strategy of work
 Cascade team objectives for each member, in order to set individual goals
 Participate in the hiring process to fill vacancies from internal or external sources through interviewing candidates, sending detailed feedback, and selecting most fit for the position.
 Define the team KPIs and measure it for each team member
 Ensure that individual and team's targets are consistently achieved in an efficient manner in order to meet organization's objectives
 Retain & develop current team members by encouraging and supporting appropriate development opportunities (coaching, mentoring, empowerment, job rotations, shadowing, etc.)
 Monitor, regularly, the team members' activity in order to give support and periodical feedback
 Appraise subordinates on a yearly basis according to company policy
 Understanding people’s drivers in order to motivate and generate commitment to achieve individual and department's goals
 Make sure that PMs are providing high quality deliverables to any customers’ project and maintain high customer satisfaction
 Meeting customers upon request
 Monitor projects delivery durations to make sure they are on track to be delivered on time
 Advising on top-level technical issues and project management
 Keeping abreast of latest guidelines, services and technologies
 Act as a higher escalation point for customers, Project Managers, Engineers and Sales teams during delivery cycle to provide a solution for complex problems
 Escalate any critical problems during delivery cycles to the enterprise operations department head to recommend corrective actions
 Recommend engineers training plan and review it with the corporate operations manager to enhance engineers competencies
 Encourage and enhance communication among different teams to keep team spirit up
 Report team targets, achievements and customer top urgent escalations to the departments’ head
 Monitor and control the department operational costs.
 Follow up on procurement team to ensure on time delivery.
 Analyze HW consumption and assignment
 Analyze and approve new product workflow design.
 Define and order the hardware yearly forecast according to the sales forecast.
 Follow up on procurement team to ensure on time delivery.


KEY ACHIEVEMENTS

 Increase the monthly performance of the Project management team from 80% to 90%
 Manage successfully a merge between 2 different functions teams to do the same job, without affecting the daily operation
 Developing a frame work for project management and delivery of large scale projects
 Introduce new methodologies to do work faster and smarter
 Enhance the overall delivery team performance
 Revamp the enterprise end to end workflows, and enhance it
 Decrease the normal workflow duration from 23 Working Days to 15 Working Days

Project Manager في LinkdotNet (Egyptian Leading ISP)

• يونيو 2006 إلى ديسمبر 2011

Responsible for accomplishing the project objectives within the constraints of
the project
➢ Creates and executes project management plans and revises as appropriate to
meet changing needs and requirements.
➢ Identifies resources needed and assigns individual responsibilities.
➢ Monitors and Controls “triple constraints”-project scope, time and cost
(quality also)-in managing competing project requirements.
➢ Reviews deliverables prepared by team before passing to client.
➢ Manages multiple projects and/or programs impacting business goals and
objectives
➢ Leads cross-functional team(s) and subject matter experts in the development,
planning, and implementation of multiple projects and/or programs
➢ Effectively applies Project Management methodology and enforces project
standards.
➢ Prepares for engagement reviews and quality assurance procedures.
➢ Involved in identifying, monitoring, and responding to risks.
➢ Ensures project documents are complete, current, and stored appropriately in
the organizational process assets.
Key Achievements
➢ Manage large scale, highly critical projects such as
o Connectivity for the stadiums of the football world cup for youth that

Account Manager في LinkdotNet (Egyptian Leading ISP)

• يونيو 2006 إلى ديسمبر 2009

Providing an excellent customer experience for all accounts, by anticipating
and resolving customer issues in a manner that exceeds the customer
expectations
➢ Seamless project management through all phases of the customer relationship
- coordinating with the customer, account manager, technical resources, and
support personnel
➢ Listening carefully for customer feedback by monitoring customer interaction
workspaces and other online environments
➢ Communicating regularly with the customer to evaluate satisfaction and
proactively identify upcoming needs
➢ Coordinating with technical personnel as needed to meet customer needs,
while managing customer expectations to prevent overload or missed
deadlines
➢ Documenting bugs, writing up field notes, and capturing ideas and
requirements that will improve our products and services

Engineer في LINKdotNET

• الإمارات العربية المتحدة
• فبراير 2005 إلى يونيو 2006

Networking Engineer في QuadraTech for Information Technology (Cisco Premiere

• أغسطس 2003 إلى فبراير 2005

the customer equipment needed for implementing the whole solution
as it comes in the template from the presales
➢ Participate with planning and design as technical consultant in complex
solutions.
➢ Generate project status reports.
➢ Act as 2nd level troubleshooting for enterprise customers.
➢ Attend customer technical escalation meetings
➢ Responsible of planning and implementing customer solutions

Manager في Enterprise Services Delivery

• ديسمبر 2011 إلى