IT Project Manager
Mivors
Total years of experience :19 years, 5 Months
Handles all the projects End to End - Project planning and execution methodology till project delivery
Provides inputs regarding Customer Management/satisfaction, medium to long terms
Organize internal audits and coordinates corrective action, and follow up with audits as per the procedure
Risk, Resource productivity, Budget to Actual, Cost to Complete analysis
Project Status Reporting, Day to day communication and Periodic reports generation
Handles project related escalations, resolve project related conflicts with the customers and escalate to operations / delivery manager if and when needed
Task assignments and resource management
Mentor own team and evaluate their performance, Identify and Develop training & development plans
• Responsible for designing and implementing all new demands in IT Service Management area.
• Conduct quarterly audit of Egypt IT Application and infrastructure.
• Local IT general controls implementer and auditor according to the company annual audit plan.
• Organizes and maintains SLA & OLA with both the IT Customer and IT Teams.
• Ensures that appropriate changes are assessed for their impact on service levels.
• Responsible for facilitation, resolution or escalation of cross-functional issues.
• Ensures that the Service Catalog is published in a timely manner with accurate information about operational services
• Reviewing IT customer’s surveys and ensuring that all concerns are resolved.
• Maintain company security requirement for outsourcing contracts of application and infrastructure support.
• Train and support all IT staff responsible for Incident, Problem Change & Configuration Management processes.
• Monitor service Desk performance, how end user requests are received, identified, documented, distributed, and corrected.
• Measure and review Service Desk agents’ performance with respect to their tasks.
• Tracking errors & reporting the problems in order to take corrective actions.
• Responsible under supervision of QA supervisor for monitoring target of the call center agent’s performance according to the statistical sample size.
• Measuring rate of customer satisfaction.
• Responsible for auditing quality specialists monitoring tasks for different types of TE Data Transactions; Voice & non voice transactions.
• In-charge of the training programs for call center staff. This includes also induction training sessions for all new employees.
• Conduct needed trainings for Quality Awareness for TE Data's Staff.
• Defines, develops and implements quality assurance practices and procedures.
• Participates in design of call monitoring forms and call scenarios.
• Provides reports to top management to help in decision making
• Provides feedback and alternative solutions to customer service Heads.
• Monitoring the call center agent’s performance over the phone according to the monthly statistical sample size.
• Monitoring different types of TE Data Transactions; Voice & non voice transactions.
• Hold one on one coaching for CSRs on monthly basis to enhance performance.
• Measuring rate of customer satisfaction.
• Ensures that all CSRs follow the business/calls, processes/scenarios.
• Provides feedback to call center team leaders and supervisors.
• Measuring the response time of other parties involved in the support cycle
• Handling company's service resellers requests and complains.
• Handling company's enterprise customers requests and inquires.
• Communicate / escalate to other departments in order to solve global complains.
• Develop, support and encourage high quality TE Data’s relation.
• Call on existing and prospective clients with a focus on probing, understanding client needs, and current solution strategy to build on a successful business client relationship.
• Follow up daily with existing clients and manage the execution of deals.
• Maintain close relationship with other departments to carry order through to completion.
• Submit sales activity & forecast reports to unit Manager.
• Apply ADSL service presentation and installation for new customers.
• Handle customer requests and inquires.
• Solve customer’s technical complains in professional way.
• Meet customer needs and satisfaction.
• Escalate general / repeated complains and offer potential solutions.
• Communicate / escalate to other departments in order to solve global complains.
• Apply standard and advanced CPE configuration.
• Present and sell company services to current and potential clients.
• Follow up on new leads and referrals resulting from field activity.
• Identify sales prospects and contact these and other accounts as assigned.
• Prepare presentations, proposals and sales contracts.
Certificate Outlines Strategy and HR Functions • The Environment, Strategy & Organization • Strategy Formulation & Implementation • Strategic Human Resource Planning • Strategic Human Resource Development • Strategies for Maintaining Human Resources • Environmental Scanning • Creating HR Competitive Advantage • Strategic Staffing • Appraisal System & Strategy HR Scorecards • Concept of Strategy Deployment & Alignment • Balanced Scorecards • Linking HRSC with Business Objectives • Monitoring & Evaluation • Concept of Performance Management • HR Scorecards Framework • Formulating HR KPIs & Objectives • Performance Appraisals
