IT EMEA Lead
TTEC
Total years of experience :17 years, 7 Months
• Working as part of an international project team to establish TTEC’s contact center facility in Cairo, Egypt - locally responsible for the IT elements of the project.
• Ensuring the effective day-to-day operational performance and reliability of TTEC IT systems and services in conjunction with TTEC, suppliers & partners, and TTEC clients.
• Working as part of a TTEC project team to deliver IT projects or IT workstream elements for Global Projects, both in Egypt and in other countries within the EMEA region.
• Making recommendations to improve IT technologies and capabilities in-country.
• Contributing to the technology strategy of the EMEA region during a period of unrivalled growth.
• Learning new technologies including existing TTEC technologies and new technologies relevant to the CX industry both locally and internationally
• Developing excellent relationships with local IT suppliers and partners and owning the relationship management, working closely with TTEC global functions.
• Developing and maintaining excellent relationships with internal customers (Local TTEC leadership team, Operations team et al) as well as Client representatives.
• Managing IT supplier & partner relationships and interactions as the face of TTEC IT in-country
• Managing IT relationships in local government and with local regulatory bodies
• Leading client, supplier and partner discussions and presentations locally for IT topics
• Conducting detailed assessments evaluating client’s and partner’s technical and business environments
• Costing and pricing CX and infrastructure technologies and equipment, recommending and arranging procurement and supply.
Choosing the proper ICT solutions for the IT services that helps the company
for better performance which includes negotiations with vendors with the
purchasing team and participated in the selection process for best solution
with better offer.
Oversees information security and maintains network and user security
through hardware or software installation or through education.
Developed the annual IT budget for Egypt site.
Establishes relationships with technology vendors.
Evaluate company needs of IT equipment, networking, and connectivity
needs and purchases products, parts, and services as necessary.
Manage a team of specialists in support, installation, networks, and purchase
Working with HR department to identify staffing needs and participates in
the hiring process
Develop emergency plans for equipment, power, or security failure to
preserve technology and data. This led to successful operation during the
COVID 19 pandemic lockdown as business continuity was not impacted by
the new normal policies.
https://www.bakerhughes.com/
Owned, supervised the contractor’s SOW and responsible for the new facility
project in Egypt from the prospective of Data & Voice Infrastructure. As a
result, employees were smoothly moved to the new facility with no impact
on daily business.
Responsible for re-novation project of Data & Voice Infrastructure at Abu
Rudies facility (Red Sea Egypt).
Supported the Go green project in Baker Hughes by Implementing MPS
(Management Printing System) which reduces the paper printing by 25 % and
maintaining a friendly environment.
Planned, developed and executed the project of Yemen facility new server
room and infrastructure. Provided the necessary training to the responsible
person on campus.
Remote software and hardware support for Baker Hughes branches in EARC.
Regular IT inventory check-up and status of hardware and software.
https://www.bakerhughes.com/
Ensures efficient and effective technology and Internet access for a group of
users
Organizes troubleshooting or repair when necessary for IT equipment
Oversees information security and maintains network and user security
through hardware or software installation or through education
Implements an IT budget for the organization as a whole or for specific
departments
Tracks inventory and status for hardware and software throughout an
organization
Establishes relationships with technology vendors
Advises about organization’s IT equipment, networking, and connectivity
needs and purchases products, parts, and services as necessary
Supervises IT department staff, including setting schedules, implementing
training, and assessing performance.
Developed emergency plans for equipment, power, or security failure to
preserve technology and data. This led to successful operation during the
Egyptian revolution back in 2011 as business continuity was not impacted by
the curfew and connectivity outage through Egypt. I managed to support all
staff with connectivity on campus through a work around solution.
Worked on the implementation and Launching of Sykes Egypt based in Cairo.
This includes but not limited to full campus infrastructure, firefighting
systems, security systems and facility equipment’s.
Owned the migration Sony VAIO and CIC projects from Cairo to Cluj.
Insured the interface between the client IT systems and Sykes IT systems.
Provided the necessary logistics support for the migration of SYKES
Johannesburg projects to SYKES Cairo and closing the site in South Africa.
Reviewed the tender documents for the activation of the hotline to serve
Saudi ALCATEL customers from UK SYKES call center.
Witnessed, negotiated and implemented the launching of new accounts to
SYKES Cairo after the success of SONY VAIO account.
Issued a SOW for Sykes Egypt facility expansion. This includes IT
infrastructure. Access control and surveillance security systems.
Implemented and conducted staff training on the SharePoint Portal System
for SYKES Egypt.
Installed the VMWARE 5 and SAN storage system for SYKES EGYPT.
Provided training tasks for the new hires in SYKES call center.
https://www.sykes.com/egypt/
Owned and implemented a project of Connecting all 6 sites of Weatherford
Egypt through VOIP internally over the internet connection. Project included
preparing the SOW, supervising the negotiations with technical vendors and
issuing the project’s documentation and budget in a RFP format for final
approvals.
IT Technical Support for one month in Hassi Masoud base Algeria including
training new hires for the location.
Performed evaluation and audit for the IT Standards and procedures in
Weatherboard Kuwait. This includes issuing the findings in a detailed report
to country leaders and recommended an action plan.
Implemented a new project of Weatherford’s new head quarter facility in
Egypt. This project included organizing vendors selections, budgeting,
project’s documentation. Implemented similar projects under my supervision
and control in Salam base ( western desert Egypt ), Marsa Matrouh Base (
north coast Egypt ) and Addis Ababa (Ethiopia).
https://www.weatherford.com/en/
Installed and commissioned PBX Nortel Option11c for Pfizer Factory in Egypt.
Installed and commissioned call recording system in Credit Agricol bank
Egypt, Vodafone call center Egypt, Barclays Bank Egypt.
https://btcnetworks.net/
Duties:
a. Providing Technical support for hardware and software problems.
b. Providing helpdesk for phone customers.