Rami Zaazaa

Currently, I am leading the department of Project management with more than eight strategic megaprojects with top confidential entities in Egypt, and over 80 o small-large projects every year.

Projects as examples

The new Great Egyptian Museum
Port Said tunnel (Under Suez canal )
The unified communication network ( Suez Canal )
Confidential Megaprojects in Alamin
Confidential Megaprojects in New Capital

Over 300 thousand network node and project over 3 Billion Egyptian pound

Managing the branches of UNICOM group in Egypt, Saudi Arabia, Sudan, Jordan and Yemen from the headquarter in the following area :

- Information and telecommunication technology
- Strategic Planning
- Quality implementation and control
- Business process Enhancement

Achievements:
• Designed and implemented a new financial charts of accounts for a better aligned total solution NPBT.
• Merged the two CRMs (Sales & service ) for database consolidation and for future marketing campaigns
• Launched a new out of the box web application on portal (Medical Module)
• Undertook process re-engineering for sales order creation and approval cycle which is intended to improve the company's total revenue forecast as well as minimize the penalties and delay in order processing.

Responsibilities:
• Managing areas of customer service operations, MIS, HSE and business planning for all business lines across the company, entering into strategic partnerships and facilitating alliances.
• Spearheading change management and process improvement initiatives across the organization after careful analysis of industry benchmarks and competitor activity.
• Coordinating the evaluation, deployment and management of current and future IT infrastructure across the organization in addition to developing apt support structures to augment business needs.
• Ensuring continuous delivery of IT services through oversight of service level agreements with end users and continuously monitoring IT systems performance.
• Establishing lines of control for current and proposed information systems, defining and communicating corporate plans, policies and standards for the organization for acquiring, implementing and operating IT systems.
• Analyzing operational flows and endeavouring to reduce the cost of operations leading to higher NPBT in addition to enhancing and automating internal processes to achieve corporate strategies.
• Ensuring that all lessons learnt from previous failures are considered for all future projects and all new processes implemented ensure that repeating mistakes are avoided.

Managing Customer Support back office Operation with EGP 78 million in revenue, reporting to the General Manager

Responsibilities: (by function)
MIS Management
• Planned, designed and installed a system to satisfy management, end user and reporting requirements while reducing day-to-day operating costs.
• Designed phased infrastructure migration strategy to move legacy applications from a client-server platform to a modern enterprise application and services platform.
• Controlled and monitored the annual operations and budget of the IT department, reviewed strategic goals and initiatives, promoted team building and worked to provide growth paths for staff.
• Liaised with internal business units to modify and implement systems that support internal operations.

BL Planning
• Successfully saved on 2013 over 2 million EGP & in 2012 over 4 million EGP in planned COGS
• Oversaw strategic planning for the customer support business with accountability for yearly revenue, gross margin, fixed assets, training and manpower planning.
• Accurately forecast revenue, COGS, COMP and prospects on a monthly basis till financial year end.
• Revised the actual revenue and COGS on a monthly basis and reported the GAP, pushed teams to close business on time so as to invoice the customer and achieve the monthly revenue targets.

Spare-part Management
• Successfully designed and implemented spare part management system, planned for spare parts needed for each service contract.
• Managed order placement of spare parts to main vendors as per schedule, expedited critical orders and escalated cases in case of any delay from suppliers.
• Handled rebates and claims from HP, CISCO and Dell as well as the refunds of warranty parts

Account receivables Management
• Effectively forecast collections for BL on a monthly basis, negotiated with the customer on payments due and agreed on payment schedules.
• Solved all internal problems of withheld payments, analyzed total A/R in terms in what BU managers needed to focus on prior to running a risk.
• Authorized to transfer due payment of certain customers to the legal department for despite settlement.

Partnership & Supplier Management
• Managed the renewal audit of the service partnership for HP, DELL, AVAYA, CISCO and other partners.
• Allocated supplier invoices in the COGS and approved payment prior to submission to finance, oversaw legal and contracts areas. • Successfully upgraded partnership from silver level to gold level with Cisco and maintained the service expert partnership with HP through over 4 years.

Call Center Management
• Designed and implemented a new enhanced call center ticketing system.
• Launched the call center 24 x 7 service.
• Built a call center management system and formulated all its procedures.
• Led the call center team to achieve 95% accuracy in the customer DB
• Increased customer satisfaction through improvement programs in the complaint and escalations handling area.

Contract Management
• Increased the service contracts renewal rate on time by 80% and minimized the non-renewed contract with no reason by 95%
• Created a contract management application for customer support service contracts with automatic notification, escalation and reporting.
• Engaged with the BU manager to accomplish standard contract terms and conditions.
• Effectively increased the convergent rate of contract through warranty expiration notifications and served as a resource on all contract queries.

HSE Management
• Internal auditor for ISO 18001 & 14001
• Conducted HSE audits to ensure compliance with company’s HSEMS.
• Formulated and implemented project specific HSE plans to ensure safe working practices and adequate emergency response.
• Led organizational transition to HSE and engaged interested volunteers towards building a committed HSE team.

The entity is one of the leading IT and communications solutions providers and system integrators in Egypt, with more than 400 major customers involved in a variety of businesses.Reported to the GM of Customer Support

Responsibilities:
• Managed the Alexandria branch support activities with EGP 4 million yearly revenue and over EGP 10 million in project implementations
• Executed the BL plan based on revenue and GM, maintained the customer list and expanded service channels to new customers.
• Planned the fixed asset, training budget and manpower allocation.
• Ensured that service is delivered to the customer based on the committed SLAs and promptly handled customer complaints and escalations.
• Led a team of technical engineers and ensured all projects they worked on were completed on time within prescribed SLA norms.


Jan '05 - Aug '05: Field Service Supervisor
Responsibilities:
• Supervised a team of Field Engineers and was responsible for SLAs, supported more than 20 enterprise customers.
• Planned the stock level for spare parts, prioritized emergency repair calls, initiated technical reporting to Cairo branch and escalation to HP international.
• Troubleshot HP Netservers, Proliant hardware and windows (NT4, 2000, 2003).
• HP procure core switches configurations, troubleshooting networking and connectivity problems.