Nermeen Ramadan, PMP, ITIL

Experience

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  Giza Systems

  Sept 1991 - Dec 1993

  Software Technical Support Engineer

  - Installed, upgraded, and configured Digital’s UNIX operating system.- Provided after-sales technical support for customers running Digital’s UNIX operating system- Provided training courses for UNIX customers

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  Futurekids, Computer Learning Center

  Sept 1995 - Jul 1996

  General Manager

  - Managed all company activities (i.e environment setup, marketing, staffing, planning, etc).- Trained and taught the Future Kids curriculum of Computer Systems Foundations to new instructors - Taught Future Kids’ technology courses to children between ages 5 to 15 as well as adults

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  Raya Data Center

  Dec 1999 - Aug 2002

  Customer Relationship & Call Center Supervisor

  - Succeeded in having the 1st line of IT support solve 30% of incidents and service requests for customers under Warranties/SLA within the agreed time frame- Generated/analyzed performance reports to upper management- Conducted internal audit of the company's different departments

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  Gozoor Internet Solutions

  Aug 2004 - Jun 2005

  General Manager

  - Managed all company activities (i.e selling, marketing, staffing, planning, etc).- Overlooked and managed teams responsible for mail/web hosting for websites, web design/multimedia presentations, and web development - Conducted sales operations for the company’s services- Prepared offers for clients

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  SITA (Société Internationale de Télécommunications Aéronautiques)

  Jun 2005 - Jun 2008

  Messaging Support Specialist.

  - Provided 2nd level support to SITA customers’ requested installation/product setup or reported problems by diagnosing and providing resolutions online and/or via direct customer contact- Succeeded to have 85% escalated tickets closed within 8 hours- Performed regular reports to Service Management and Support Group Manager

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  C4 Advanced Solutions

  Jun 2008 - Jul 2013

  • Collaborated with Product Owner/Project Managers to maintain a clear prioritized product backlog and achieve project goals through end-to-end project management, encompassing initiation, planning, execution, monitoring, and closure.• Facilitated all Scrum events, including Sprint Planning, Daily Stand-ups, Sprint Review, and Sprint Retrospective and ensured that events are effective, time-boxed, and collaborative.• Coached the Scrum team on Agile and Scrum principles and practices and supported the team in self-organization and continuous improvement.• Facilitated conflict resolution, promoted a positive team environment, and proactively removed obstacles to enhance the team's efficiency and effectiveness.• Streamlined reporting by coordinating cross-departmental data collection, analysis, and summarization to produce insightful internal and external reports.• Ensured on-target project delivery by evaluating and closely monitoring project performance metrics and efficiency.• Communicated effectively across all levels of the organization and with external stakeholders• Led project documentation, change requests, risk analysis, purchase orders, and closure activities for key projects Show less - Established C4AS Service desk from its startup phase to a fully ITSM-compliant service desk- Succeeded in having the 1st line of IT support solve 20% of incidents and service requests for customers under Warranties/SLA within the agreed time frame- Resolved 95% of Incidents and Service Requests for Customers within the agreed SLA- Defined processes for the service desk and documented them in accordance with ISO requirements and helped the company succeed in getting the ISO certification- Provided suitable and timely reporting to management Show less

  • Project Analyst

    Dec 2012 - Jul 2013

  • Project Test Analyst

    Jan 2011 - Jul 2013

  • Service Desk Supervisor

    Jun 2008 - Dec 2010
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  Vatrenti

  Jun 2014 - now

  Co-Founder, Project Manager

  Co-founder of Vatrenti, a CoolCo.Club ecommerce business focused on the local market of Egypt. CoolCo.Club is InformaServ's LooCCO's organization for globally connected businesses.https://www.facebook.com/vatrenti/https://www.instagram.com/vatrenti/* Established and led Vatrenti, an online boutique in Cairo, specializing in high-quality brands.* Directed end-to-end project aspects, ensuring seamless execution from brand selection to customer delivery.* Traveled extensively to introduce new brands, enhancing the local market's product portfolio. * Managed procurement from major US brand stores.* Orchestrated digital marketing campaigns, driving brand awareness, implementing effective order fulfillment strategies, and optimizing revenue through pricing strategies, promotions, and discounts. Show less

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  Flex Egypt For Importing And Distributing Materials And Machineries For Publicity And Advertising

  Feb 2019 - Dec 2022

  Import Manager

  • Optimized import operations by negotiating supplier deals that cut costs by 15% and improved delivery timelines by 20%.• Streamlined cross-border transport by optimizing logistics planning to improve delivery quality by 25% and reduce transit time by 30%.• Expedited customs clearance by liaising with officials and trustees to resolve shipment issues, enabling on-time delivery.• Generated actionable insights by preparing and analyzing detailed import reports per shipment to inform data-driven decisions. Show less

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  Claim Academy

  Mar 2024 - Sept 2024

  Campus and Operations Manager (Project management)

  Lead and oversee daily operations to ensure efficiency and effectiveness.Continuously improve operational processes to enhance efficiency and quality.Plan, execute, and monitor operational projects.Ensure projects are completed on time, within scope, and within budget.Facilitate communication and collaboration among project stakeholders.Ensure high levels of customer satisfaction and support.Develop and oversee operational budgets.Monitor financial performance and identify cost-saving opportunities.Ensure financial resources are used efficiently and effectively.Ensure timely and accurate payroll processing for all employees.Provide assistance and support to employees regarding payroll inquiries.Manage and maintain the payroll system.Manage the CEO's calendar, including scheduling meetings, and appointments arrangements.Prepare and edit correspondence, communications, presentations, and other documents.Act as a liaison between the CEO and internal/external stakeholders.Schedule and coordinate meetings, conferences, and events.Prepare agendas, take minutes, and follow up on action items.Ensure all necessary materials and information are provided for meetings.Maintain confidentiality and manage sensitive information.Organize and maintain files, records, and documents.Draft and edit emails, letters, and other communications.Manage incoming and outgoing correspondence.Handle office management tasks, including supply management and equipment maintenance.Assist in budget preparation and expense tracking.Coordinate logistics for events, meetings, and travel.Handle confidential information with the utmost discretion.Maintain the highest level of professionalism and ethical standards.Ensure all activities comply with company policies and regulations. Show less