Zyad Mahfouz

•Working on upgrade project and Integrating Financial manager with ERP system.
• Educating the customer business users with new functionality
• Business health checks
• Check feasibility for adding new features and functionalities to all supported systems
• Support Presales and sales teams for any needed requirements.
• Operation, administration, and support interconnect Billing System and Financial manager
• Testing by Artificial/real CDRS to test each agreement type after change.
• Give business advises maintaining all system agreements errors.
• Working with IT team for any new design changes.
• Ensure compliance with SLAs and OLAs

• Design and Model ICT/ITU systems to meet STC requirements.
• Gathering customer's (STC) Information and different agreements.
• Operation, administration and support interconnect Billing System (ICT/ITU) for STC
• Design and implemented mediation rules Data acquisition/Normalization /partial aggregation/classifications/filtering and distribution for International Traffic (ITU)
• Implement products for International traffic for all services(Voice/Video/SMS/MMS/FIX-GSM(Fixed ranges numbers from GSM Operator to home subscribers )
• Testing by Artificial/real CDRS to test each agreement type.
Perform stress Test (All mediation traffic).
• Develop Any needed scripts and tools to facilitate our implementation.
• Prepare Customer Data and his agreements to match our design.
Reconciliation using AR application
• Generate customized reports using Business Object and Intec reporting tool according to business needs
• Integrate with financial manager system
• Migration from old CSG FM to new ZIRA

- Design the solution that fulfills the business requirements.
- Define the implementation plan of the solution and coordinate with other entities inside Mobinil.
- Manage all charging projects related to tariff and promotions till commercial launch.
- Responsible for developing new projects with the supplier to fulfill the business requirements.
- Develop & Maintain Charging system business configurations Ericsson CS 5.
- Develop of Prepaid/C&C Tariffs & Promotions.
- Responsible for finalizing/ testing projects solutions end to end with the supplier to fulfill the business requirements.
- Prepare acceptance tests procedure and perform acceptance tests with all business teams.
- Prepare the deployment procedures and hand over to the operations.
- Follow up and on deployment and post launch tests.
- Provide 3rd level support to operations team.
- Act as technical team member in charging driven projects.
- Responsible for customer experience for all charging solutions.
- Analyze data charging solutions & business configurations.

Middleware Application Support Engineer-Vodafone Germany project

 Deploy and Install application on UNIX servers.
 Acting as support engineer in the middleware layer
 Troubleshoot problem in applications and environments.
 Provide support to other programmers and developers.

* 1st Level IT Support

* Acknowledge and record all incidents and service requests.

* Maintain and enhance user satisfaction and provide service in a respectful, courteous and positive manner.

* Ensure response, escalation and resolution time objectives as defined in SLA.

* Provide the user with status updates as defined in SLA.

* Deal with customers in a friendly and professional manner.

* Evaluating the clients circumstances and then advising them on the best solution to meet their needs based on the information taken.

* Work as part of a team to ensure offering world-class Customer Service at all times.

* Own and manage the client relationship: resolving calls efficiently and effectively.

* Ensure service level agreements are met and maintained.