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CV Profile No.29050

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Job category searched
» IT, new technologies
» Management
» Services
» IT, software engineering, Internet
» Services other
Professional experience . More than 10 years
Professional Experience: 
IT Manager
ISON-Wasla Call Center
03.2019 - 06.2021
• Reporting to ISON CTO. • Manage four Egyptian sites with more than 3500 users (24x7 Operation). • Manage 54 Engineers (VOIP/Network/System and Web development team members). • Creating the plan for improving the IT environment within the call center to match world-class call center standards, manage the implementation phases. • Develop technical solutions for new customers. • KPIs and performance review for IT stuff, daily/weekly, and monthly meetings to review performance. • Managing customer’s SLA, prepare and deliver system performance statistics and reports. • Point of Contact for communication with Egyptian governmental IT entities. • IT budget management, vendor management (ISPs/Data Carriers, software/Hardware companies). • Managing IT Operation daily tasks.
IT Operations Manager – Egypt, Italy, and Poland
Convergys - Multinational Call Center
05.2010 - 12.2017
• Reporting to EMEA IT Director. • Managing two Local Egyptian sites with 9 IT members and more than 2000 users (24x7 Operation). • Managing four remote sites in Italy and Poland with 4 IT members and more than 1500 users. • Responsible for overall IT functioning, equipment’s health, and performance for more than 1900 Network devices, System servers, and computers. • Leading security PCI compliance auditing for major clients with auditors, participate in ISO 27001 auditing activities for Egypt sites. • Problem Manager, Incident Manager, and Change Manager for Egypt/Italy and Poland. • Provide enterprise security strategy, managing sites Disaster Recovery Plan/Business Continuity plan. • Project Manager for Cairo 2nd call center/data center establishment Project. • Managing IT budget (CAPEX/OPEX). • KPIs and performance review for IT stuff, daily/weekly, and monthly meetings to review performance. • Managing customer’s SLA, prepare and deliver system performance statistics and reports. • Vendor management (ISPs/Data Carriers, software/hardware companies, and our hosting company). • Managing all IT Operation daily tasks.
Network Integrations Manager
BMC (Business Management Company-Riyadh)
03.2008 - 04.2010
• Managing project managers and technical teams for project activities (more than $20 million budget), working with team members to achieve agreed-upon targets for all external projects on time. • Regular meetings with customers to discuss the progress/any extra needs for their projects • Working with subcontractors and partners (Juniper, Secure Computing, Symantec, Lumension Security, and HP) for implementing new technologies, doing Pre- Sales technical activates. • Contribute to High Level, Low-Level Design for all projects, contribute to applying ITIL standards for AL Inma Bank as a member of the change management team.
Routing and Internet Service Manager
EgyNet (Egyptian Data Carrier)
09.2000 - 03.2008
EgyNet (Egyptian Data Carrier) – 7/2007 till 3/2008 Routing and Internet Service Manager • Administrating and maintaining EgyNet network infrastructure including Gateway/ backbone routers/switches/ DSLAMs, managing all related routing issues with upstream Internet Providers, managing access servers, DIDs/PRIs, and Internet free numbers. • Develop and enhance company networking security policies, managing IP administration with RIPE. • Pre- Sales technical activates for projects held by the company. • Maintaining updated versions of technical documentation for all company network topologies. EgyNet (Egyptian Data Carrier) – 9/2006 till 7/2007 Technical Field Manager • Managing 30 engineers and 75 technicians for covering all EgyNet sites in Egypt. • Auditing and inspecting Company Network POPs based on a detailed checklist to ensure maintaining pre-defined physical conditions to keep up with both the quality of service stability and availability. • Responsible for minimizing Main Time-To-Repair to ensure customer satisfaction and service stability. • Recommending equipment specifications to the Network Planning Dept. for capacity planning purposes.
Technical Operations Manager
Yalla Misr (Internet Service Provider)
10.2004 - 09.2006
• Managing technical teams (Core, installation, NOC, customer support, IT, technicians) and logistics. • Migrating Yalla core traditional L3 network to MPLS enabled Network. • Implementing new services for corporate users and end-users. • Developing new technical processes to control and speed up operation workflow. • Managing company subcontractors and resellers.
Core Network Manager
NOOR Advanced Technologies (Data Carrier & ISP)
03.2001 - 09.2004
• Managing NOOR core infrastructure design, implementation, troubleshooting, and network capacity. • Migrating NOOR backbone L2 ATM VPN Network to MPLS VPN enabled network, migrating the network internal routing protocol to ISIS instead of OSPF. • Managing international links with upstream carriers, IP administration with RIPE. • Developing new projects and services, providing consultation support for the Pre-Sales team. • Managing the analysis for hardware and software, bandwidth upgrades, and SLAs. • Leading intensive knowledge transfers among team members to achieve the highest technical level including official training sessions, boot camps, and chalk talk, leading the team to think out of the Box, weekly and daily planning for all team tasks. • Designing and applying continuous updates for workflow procedures in order to meet company growth.
• Problem, Incident, and Change Management • Project Management role within mentioned companies to lead major current and in pipe projects. • Applying ITIL standards, continue reviewing/improving for existing IT Policies and Procedures. • Managing Data Center infrastructure establishment/operation. • Managing PCI/ISO audit processes. • Disaster Recovery Plan/Business Continuity plan creation and implementation. • Managing IT budget, customer SLAs, objectives /KPIs, business report creation. • Leadership and Team management, provide continuous guidance to team members, manage required training, and managing Team spirit. • Vendor management, strong client-facing, and communication skills. • Strategical thinking, decision making, problem-solving, time management. • Managing remote locations/countries, working with different cultural backgrounds.
Education . Bachelor
Electronics & Telecommunications Engineering
Faculty of Engineering, Cairo University, Egypt
09.1987 - 05.1992
Bachelor’s degree - Electronics & Telecommunications Engineering, Faculty of Engineering, Cairo University, Egypt, Graduation Year: 1992.
More information
Cairo - Giza
Permanent contract - Fixed-term contract - Temporary work - Freelance

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