Ossama Fayez Abdelgelil Elsayed

Operations Manager, General Authority of Customs (2013 - Present)
Owned all support groups and level operations for Qatar Customs Clearance Single Window. Drove 24x7 team operations and implementations to achieve SLAs. Leveraged knowledge of SDLC best practices and Change/Release management processes to manage CRs and new requirements effectively. Established and maintained contractual obligations, KPIs, and SLAs for all vendors. Participated in application of software testing automation tool and served as Transition Manager to take over from vendors.
• Successfully planned and directed critical implementations and integrations.
• Conceptualized and implemented change management processes for diverse operations.
• Spearheaded transition for Qatari Single Window Application from Singapore vendor.
• Achieved improved customer satisfaction scores by exceeding SLA targets consistently.
• Participated in Saudi integration, in addition to MOI and other OGAs integrations.
• Received an Appreciation Certificate for Operations and Transition achievements in 2014.
• Managed to upgrade Infrastructure, Operating Systems, DBs, and Application components in 2015.

Collaborated closely with BP IT&S and IT Operations Management teams as SPOC to deliver services in alignment with contract, policies, and procedures. Oversaw and supported daily IT operations including multiple cross-functional teams. Led all staff communications, vendor and third party performance, and technology resource support. Developed and presented monthly, quarterly, and annual reports on performance, gaps, risk, achievements, and status.
• Proactively identified and aggressively resolved gap through analysis of survey from Customer & Service Delivery Engineers.
• Increased customer satisfaction and contract renewal with implementation of value-driven study and resolution of all gaps identified.
• Built, delegated, and support ITIL processes such as Incident and Change Management.
• Earned Appreciation Certificate from BP Egypt Management for excellent performance and continuous improvement.

Managed Service Desk team in remote and physical support of offices in 18 countries, delivering comprehensive support to end users on 24x7 basis. Managed on-site engineers for 5 locations throughout Egypt, served as 2nd level escalation team members, and established call policy of L1 & L2 Engineers. Directed incident management at all levels of support to minimize business impact, analyzing root cause and resolving complex issues. Participated in ongoing internal and external audits such as ISO 27001, IS 20000, and CMMI.
• Launched centralization service approach applied to operations in Middle East branches.
• Successfully established strong, devoted delivery team with diverse skill set able to provide 24x7 support on all sites.
• Effectively applied ITIL service processes from Incident & Problem Management to change management cycles, and transferred ITIL knowledge to global team members.
• Played integral role in culture shift and growth from local IT support mentality to remote and centralized support approach.
• Mentored junior team members and peers to complete ITIL certifications and identify continuous improvement opportunities.

 Monitoring and managing File servers, Email server service, Internet Connectivity, and Network Traffic.
 Leading the Tech. Support Engineer team during day and night shifts.
 Installing, applying and managing MS WSUS (MS Windows Server Update Service) in SCCT.
 During Operations following up and troubleshooting all equipments, Software, Network, wireless network, support all Container Handling Equipment (CHE) remotely by using wireless Network, and Unix Server.
 Installing, maintaining, and configuring all equipments in the terminal (MX5, VX5, MX3, and VX3) both at software and hardware levels.
 Supporting Operations and maintenance of technical data communication (i.e., VMT, HHT, Base Station, network control, wireless antenna, fiber optic cabling).
 Administrating and managing LAN, Exchange Server, backup exchange, managing file server.
 Supporting RBS Software (TOPO and TOPX) systems under UNIX environment.

Achievements:

- Honored from SCCT as putting my picture in the 2005 calendar - on March.
- Transferred the knowledge of container terminals - IT leadership and management to the junior staff.

Raya Academy
 Maintaining and administering company's network (Routers, Switches, Modems, Etc) under Windows 2000 environment.
 Supervising and managing IT support team to achieve the customer satisfaction, and company objectives.
 Responsible for updating all hardware and software.
 Responsible for installing education labs by manual installation, (Using Norton Ghost through Network) or Unattended installation based on Microsoft Solutions like: Win2000, Office, MS Exchange 2000, MS ISA Server, V. Studio. Net and Installing Software for MCSE and MCDBA tracks.
 Responsible for VUE exams in the Academy.
 Troubleshooting E-mail services, Internet and Network.
 Using MS System management Server (SMS) for installing packages for remote clients, collecting Software and hardware inventory, follow Network Traffic, remote support and maintenance… Etc.
 Responsible for Installing and configuring MS Software Update Service (SUS Server).

Achievements:

- Initiated the idea of automating lab setup.

Raya Software:

 Participated in Brokerage project, which was deployed on for EFG-Herms Co. including testing, deploying Software, customer support.
 Participated in the erection and running of Raya-software computing infrastructure.
 Went to Burundi (East of Africa) and installed, trained, and demonstrated Rayasoftware products there, including electronic signature, document management, SMS messaging and Work flow systems.
 Performed after sales support for Raya-software products including. Signature Storage and Retrieval (SSR and SignMaster ), Document Management ( TamPro) and Messaging Application (Mersal ) .

Achievements:

- Implemented Raya applications to varies customer environment, and especially in African countries.

 Helped offshore customer in the usage of the company-wide apparel applications.
 Tested software to ensure its conformance to the standard quality

 Tested software programs and reported bugs to developers.
 I have participated in the testing of many products including, Arab Poetry, Automatic Categorizer, Arabic Morphology, IDRISI Enterprise Edition, IDRISI Internet, School Management.