mohamed Zaki

• Manage the scrum process with the coordination of scrum team in agile methodology.
• Maintain regular communications with active team and stakeholders.
• Analysis the team performance using JIRA reports
• Remove the impediments for the scrum team.
• Arrange daily stand-up meetings, facilitate meetings, schedule meetings, demo and
decision-making processes to ensure quick inspection and proper use of
• Conduct retrospective meetings.
• Organize and facilitate the sprint planning meeting, maintain the Sprints progress on JIRA

• planning & implementation projects with different scopes Web ticketing application
and POS application within agreed cost, timeframe, quality and scope.
• Managing project delivery, ensuring the final delivery meets the agreed customer
and stakeholder requirements specified for the project
• Define project scale, tasks, resources and schedule.
• Schedule management, Preparing and maintaining project plan, with tracking
activities against the plan
• Managing Project team 20+ members from multiple locations, coaching them to
accomplish the project milestones according to the project agreed three main balers.
• Report the project KPIs (Progress, Quality, Risks, focus factor, productivity) to the
higher account management.
• Monitoring costs, timescales and resources used, and take action upon any deviation from planned.
• Measure the Quality through defined KPIs based on project nature
• Develop and conduct strategic plans to solve significant escalations and mitigate critical risks.
• Get the customer sign off after the final delivery and do all the project closure activates

• Manages project delivery
 Small to medium Budget
 Low/ medium risk
• Manages project financials including business impact
 Meets or exceeds approved budgets
 Provides reliable financial forecasts to Management
• Region: EMEA (Europe, the Middle East and Africa)
• Manages stakeholder relationships
• Manages first to mid-level stakeholder relationships
• Manages project team
 Manages internal as well as external resources with a team size generally less than 7 people
 Provides performance feedback on project team members Contributions have impact on company business (Cost, Efficiency, Total Customer Experience (TCE)


• As part of the PMO tasks I played different roles
 Cost Analyst, implemented a new corporate standard Project Accounting/Cost Management and Provide training and support to other PMs in the account
 Change Management SME, Establishing the required enhancements in the Change Management Process and Ensuring that the process is followed. Ensure that all proposed changes to in-flight delivery projects are managed, maintained and progressed from conception to implementation. Changes range from simple contractual terminology clarifications to significant redefinitions of scope across an entire delivery theme.

• Ensure project success by driving day-to-day operations
• Maintain regular communications with active team and stakeholders
• Maintain a detailed status, activities and issues reports
• Responsible for creating and updating projects plans (cost plan, risk plan and MS schedule)
• Maintain a detailed status, activities and issues reports on each project
to present to IT Managers and major project stakeholders
• Manage SLA with the vendors
• Define service activities
• Monitor and control KPI
• Suggest improvement and new ideas to enhance SLA

• Provide Support for Etisalat Customers in their complaints regarding
Operating System issues, Network Connectivity, TCP/IP configuration, 3G & ADSL issues.
• Assisted in troubleshooting user’s problems relating to Operating System issues, Network Connectivity, TCP/IP configuration, upgrades
• Handling escalated problems, priced relevant feedback to the right channels & recommend claims for eligible users.
• Provide the customer with problem technical solutions in order to solve his problem.
• Conduct training session to new joiners
• Help the outbound team to handle some relevant issues such as the backlog & trouble tickets.
• Act as floor delegate by handling different assigned tasks such as user’s escalations, report the outages and ensure smooth work flow.

• Install, configure, and maintain network services, equipment and devices.
• Perform troubleshooting analysis of servers, workstations and associated systems.
• Electronic Voting system admin