Accounts Management Senior Manager.
E-finance.
Total years of experience :25 years, 10 Months
•Manage Gov. accounts build strong business relations with the customers.
•Understand, manage and develop customer requirements.
•Resolve Customer regarding services operations.
•Monitor customer preferences to support & cope with sales team.
•Coordinate activities involving sales of Gov. Sector’s accounts.
•Understand customer goals and business plans for proper account planning and execution.
•Become a trusted customer adviser, collaborating with a wide range of stakeholders (from the most senior to the most junior) to define and assist for their solutions.
•Initiate new leads with good relations with the customer and arrangement with sales team & other dep.
•Provides information by collecting, analyzing, and summarizing data and trends in Gov. Sector accounts.
•Work with customers within the regular basis in order to proactively meet customer expectations & facilitate customer satisfaction & customer loyalty for both direct and indirect customers.
•Work proactively on customers' service and business issues and engage with other departments for customer concerns that may affect customer satisfaction
•Proactively monitor support incidents to prevent escalations by working with the other teams and identifying early warning indicators.
•Assist customers with escalation management in order to facilitate communication and the successful resolution of escalations.
•Recommend solutions and/or alternatives for problems, communicate status updates, take appropriate actions, and proactively manage escalations through to resolution.
•Play a major role in the prevention, identification, and resolution of customer complaints.
•Participate in assigned organizational in order to continually identify opportunities for improvement within the support customer’s business.
•Make recommendations and implement value-add strategies to maximize customer satisfaction and meet changing business needs.
•Prepare monthly/ quarterly reports to management and exemplify how the new initiatives improve the support of our customers.
•Effectively communicate at differing technical levels with customers and internal staff.
•Provide expert problem management support to difficult, high profile customer issues.
•Managed direct & indirect teams (engineers/technicians & staff in accounts/dept.)
•Ensure that a root-cause analysis is conducted and a corrective action plan is followed for any learning applied for future benefit.
•SLA achievement and high level of customer satisfaction.
•Achieves operational objectives by managing accounts and maximize revenue by increasing operational target.
•Ability to understand how the IT technology supports the mission.
•Conducting regular meetings with all the team members.
•Monitor closely team’s performance, SLA’s
•Removing all obstacles to customer satisfaction and /or financial performance.
Manage service delivery for major clients’ accounts
Managed direct & indirect teams (engineers/technicians & staff in accounts/dep.)
Work with customers within the regular basis in order to proactively meet customer expectations & facilitate customer satisfaction & customer loyalty for both direct and indirect customers.
Proactively monitor support incidents to prevent escalations by working with the Data Center resident engineers and identifying early warning indicators.
Assist customers with escalation management in order to facilitate communication and the successful resolution of escalations.
Recommend solutions and/or alternatives for problems, communicate status updates, take appropriate actions, and proactively manage escalations through to resolution.
Play a major role in the prevention, identification, and resolution of customer complaints.
Participate in assigned organizational in order to continually identify opportunities for improvement within the support customer’s business.
Make recommendations and implement value-add strategies to maximize customer satisfaction and meet changing business needs.
Provide monthly/ quarterly reports to management and exemplify how the new initiatives improve the support of our customers.
Effectively communicate at differing technical levels with customers and internal staff.
Provide expert problem management support to difficult, high profile customer issues.
Ensure that a root-cause analysis is conducted and a corrective action plan is followed for any learning applied for future benefit.
Understanding of the ITIL disciplines.
SLA achievement and high level of customer satisfaction.
Ability to understand how the IT technology supports the mission.
Familiar with all parts of the delivery process in the life cycle management strategy.
Conducting regular meetings with all the team members (Resident Team).
Monitor closely team’s performance, SLA’s
Removing all obstacles to customer satisfaction and /or financial performance.
Responsible for one of the most important datacenters in Egypt - Social Insurance Organization “S.I.O” - www.nosi.gov.eg
Ensure that all systems are running, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
Understand customer goals and business and service plans for proper account planning and execution.
Establish and maintain trusted relationship with customers by delivering quality service and increasing service value.
Monitor closely service performance and service metrics to ensure proper service delivery and take immediate actions to avoid breaches of SLAs.
Operational accountability for live services, ensuring the continued delivery against agreed service levels, while maintaining awareness of all circumstances affecting owned services including Incidents, Problems, Changes, Service Maintenance Plans, and Service Risks.
Engage with customers during solution phase to manage service level requirements and develop service level agreements (SLAs) and align them with service delivery capabilities.
Work proactively on customers' service and business issues and engage with other departments for customer concerns that may affect customer satisfaction.
Work actively with incident management on customer critical and complex incidents to ensure resolution in a timely manner.
Discuss and identify service improvements, new services and service opportunities with customers during regular service meetings to optimize service performance and increase service revenues.
Ability to perform professional communications with customers related to new services, technologies and how hosting services can be aligned to their business needs.
Analyze service records and performance regularly and review with customer and internal operation teams to set action and plans required for improving level of service.
Attend client service review meetings,
As a senior Pre-sales Technical PC’s, Servers (Tower, Rack and blade) Architect, Dell, HP and IBM Designed, presented and installed servers solutions based on Information Life Cycle needs of the client. Cross system trained in Open Systems support for mentioned company’s products as a Senior Pre-Sales Systems Engineer. in this period I have Met or exceeded sales quota goals.
Responsibilities:
Manages all aspects for PC's & Servers platforms.
Responsible for configurations and pricing related to PC’s, servers & other peripherals platforms.
Research and evaluate any required new product.
Support sales team on proposal and solutions to customers.
Meet customers to understand user requirements and come out with proposals.
Prepare solution proposals.
Plan Hardware Infrastructure project.
Generate Bill of Materials for quotations.
Provide high-level technical consulting services to customers through presentation, customer meetings. Proof of concept.
Assist sales in gathering 3rd party pricing and liaising with 3rd parties, if required.
Customer’s presentations and clarifications.
Support sales in tendering and bidding process.
Acting as Technical Account Manager for Misr Bank & Cairo Bank in all its branches, responsible for centra's Pc's, Servers specially IBM Server Model X226 Series, Notebooks in different sites, Providing technical recommendation for users & solving both of hardware, software problems, Network Installing & giving on site support for any brands of pc's, servers specially Centra Servers based on INTEL Technology any issues related with networks.
Recommending the configurations and technologies of servers, Networks that meets the customer requirements based on customer needs.
Ensure the highest level of customer satisfaction by understanding and identifying the
customers computing needs, building and maintaining strong working relationships and managing the account effectively. Provide remote & onsite Support consulting services.
Technical Support: Manage customers technical support requests. Ensure timely resolution of customer issues by referring issues to product specialists or more experienced team members.
Ensure Premier customers receive responses to phone/on-line requests within guaranteed response times, as specified agreements. Work with management to manage politically sensitive issues impacting either the customers business or impacting Company’s relationship with the customer.
Account Management: Work with accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, support ability issues, and strategic product plans where appropriate. - Maintain effective working relationships with assigned corporate customers.
During this period, I’ve been responsible for Hardware & Software support of IBM, Compaq, HP PC’s, Servers & peripherals in workshop and follow up and
Testing all in & out Equipment
* Supporting carry in cases (pc's, Servers & notebooks).
* Following up the parts request status.
* Responsible for maintenance contracts.
* Solving network problems.
* Configuring & Install LAN Networks.
During this period I’ve been responsible for both Hardware & Software support of GATWAY PC’s, HP peripherals & Solving Troubleshooting besides following up customer satisfaction.
On site & out site.
During this period I’ve been responsible for assembling and installing IBM Compatible PC’s, Printers and follows up all customers' problems and customer outside calls.
Graduation project: Estate Project by Using Visual Basic language. Graduation project grade: Very Good.