نبيه الدرديري

Purpose: Service Delivery Planning and Execution and Account Management for the Service operation of Global Microsoft Systems & IT Infrastructure and messaging of Vodafone internal customers. This covers managing the governance, customer relationships, new demands, and service quality. Service portfolio includes ITIL processes like Incident, problem, request fulfillment, event, change management, continual service improvement.

Main Achievements:
• Improved the Customer SLA 40% in three months
• Managed to decrease customer high priority incidents by 20% within four months by driving operations stability and improvement initiatives
• Reduced the customer budget by 40%
• Managed the interface between Vodafone and vendors including Microsoft PMC (Premier Mission Critical) Support contacts to ensure maximum benefit.
• Set and aligned the business objectives and priorities according to the business and Customer requirements
• Proposed, negotiated, and agreed with the customer for the business KPIs and team performance
• Accomplished the recruitment gap of new business demand resources by aligning with HR for new accelerated interview processes
• Managed the transformation project of operational activities handover for Global Office IT services from Europe to Egypt (2010)
• Built and developed operation reporting tools to track and monitor the business performance
• Managed to reduce the customer incidents by 15% in three months by introducing and building problem management capabilities within the organization
• Planning and implementing the Collaboration with other outsourced organization in India to provide business continuity and built virtual teams

Purpose: Service Delivery Planning and Execution and Account Management for a wide range of the company Global business services covering enterprise and consumer business lines of different Vodafone Group accounts. Managing and leading 35 professional engineers experienced in different technologies like Microsoft OS and Services, Databases, UNIX/LINUX OSs, mobile OSs. Service portfolio includes ITIL processes like Incident, problem, request fulfilment, event, change management, continual service improvement, and solutions like financial applications, eLearning, ticketing systems, and company intranet portals

Main Achievements:
• Drove and managed different team and departmental restructuring projects to increase efficiency and effectiveness of people to the business requirements
• Enabled and operated new global business lines (online and Vodafone Global Enterprises) as per the project plans time, quality, and cost
• Enabled and managed the monitoring function project for the enterprise and consumer services business lines
• Built and drove a new service desk function project for the enterprise services to act as the main interface for the whole markets interfaces
• Regularly aligning and managing the budget with the customer for continuous
• Enabled ad operate the UAM (User and Access Management) function project for Vodafone Group technology according to the SOX and finance compliance

• Providing Global IT support for other Vodafone Operating Companies around the world.
• Manage and supervise the support process and the IT crisis handling over Vodafone group worldwide, maintain the service level and quality of services for all Vodafone site.
• Applying the following concepts to meet the ITIL & world class technical support:
1- Service Level Management,
2- IT Continuity Management & Availability Management,
3- IT Finance Management & IT Capacity Management
• Designing and owning the operation management reports.
• Communicating between IT dept of Vodafone's operating companies worldwide and Vodafone group information system.
• Managing the communications process world wide to avoid the downtime and handling the maintenance windows process and servers restart.
• Applying the sanity checks after crisis and servers outage to grantee the running of all web based services of Vodafone group.
• I am managing the daily workforce for the team.

• Administering BP’s Windows 2000 Servers and its services including File, Print, DHCP, RAS, IIS, ISA, and SQL.
• First line support for all IT related services and systems via phone/ eMail 24*7 support
• Supporting Windows 2000 Professional and Windows XP Professional Systems for more than 400 users distributed over 10 sites.
• Helpdesk Activities and Customer Support for Desktop, Network, Microsoft Office, software, and hardware problems
• Remotely support moving BP Egypt staff all over the world.
• Communicating with Regional and Global Teams when required
• Respond to Internal customer calls / requests and provide first line support to desktop users.
• Manage users accounts and access rights.
• Perform IT daily health check.
• Responsible for Cisco devices configuration and troubleshooting.