associate Director- IT global infrastructure- Business Relationship
Sutherland Global Services - Egypt
Total years of experience :16 years, 7 Months
S ervice manager’s Role and Responsibility: o C ustomer Single Point of Contact (SPOC), co-ordinate the scheduling of intervention with Customer, and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the issue within the Agreed Service level agreements & operational level agreements. o P eriodically review the current Service Levels versus the ones agreed with the Customer o M anage incident and problem resolution and co-ordinate the resolution with the appropriate resolver group(s). o R esponsible for the Operational Flow, Service Performance reporting and Change Management. o p eriodically Maintain the Customer Operational Guide (COG). o E nsure Customer’s Low Level Design Documents, Database and inventory list are always up to date. o M anages Customer operational relationship. o a n escalation path for Service Operations, Via Escalations through Service Desk, Change Desks, Vendors, etc.) o A dditional tasks(Assigned Projects, Customer related Tool Support Issues, etc.) o E nsure Continuous Service improvement. A ccount Details: o S ITA Corp. A ll IPT(CISCO)Sites worldwide. S ITA Corp. Data Routers World Wide. S ITA’s Avaya Call Centers.
05/07/2010 - present Customer Technical support Engineer & Incident Management Specialist in Orange Business Services, my job responbilities and duties within my current team SITA Premium & Customized Service Desk are as follows:
1- Provide a professional technical network support for the WAN & LAN network problems in nearly a 166 countries for SITA Airline customers.
2- Receive customer calls and provide technical point of contact for customers' incidents.
3- Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams TELCO teams, NPE, IPE, etc
4- Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
5- Provide timely updates to customers about the progress of problem resolution according to incident severity and urgency.
6- Perform technical escalations to different teams in line with company procedure and service excellence policy.
7- Perform the management escalations in line with company procedure and service excellence policy.
8- Report all electronic incident management system data integrity issues to the concerned teams for validation/correction.
9- Obtain and document a valid Reason for Outage (RFO) when applicable before getting agreement for incident closure.
10- Undertake any other reasonable task as assigned.
1/09/2007 - 30/06/2010 Teacher Assistant at Faculty of Engineering, MTI univeristy, Cairo, Egypt. Teached the below courses: • MEMS (micro-electrical Mechanical systems) .and there Applications • International Business and management • Electronic Circuit Synthesis and Analysis. • Communication Systems 1, 2, 3, 4. • Antennas. • Operation Research • Engineering Economy • Micro Processors • DSP (Digital Signal Processing) • Programming Applications (C+) • Project Management Professional PMP course at Orange PMP club. • CCNA • Psychology of people. • FPGA training (Mentor Graphics) • Broadcasting station (Massbero), and (Abo zaabal)
Sept., 2002 - Feb. 2007 College of Engineering, Arab Academy for Science & Technology and Navy Transport, Electronics and Communications Department, Cairo, Egypt.
Sept., 1995 Indianolla Preparatory School, Columbus, Ohio, USA.
Aug. 1992 Medary Primary School, Columbus, Ohio, USA