Mark Youssef

Experience

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  Vodafone

  Apr 2011 - Jun 2012

  Customer Service Representative UK

  Customer service for Vodafone United Kingdom

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  Orange

  Jul 2012 - Apr 2013

  RAN Support Engineer

  - Maintained Motorola sites in the Mobinil Network.- Ensured the integrity of network elements (BSC and BTS).- Troubleshot and resolved complex system software problems.

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  Vodafone

  Apr 2013 - Nov 2014

  Incident Management

  - Managed the handling and closure of incidents, adhering to defined rules.- Monitored and tracked ticket systems for incoming incidents and requests.- Acted as the Major Incident Manager for high-impact incidents.- Coordinated and managed the response of third-party vendors, resulting in faster resolution of customer issues

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  IBM

  Mar 2015 - Sept 2015

  Technical Support Engineer

  - Remotely supported USA and Canada customers.- Troubleshooted and solved hardware problems in IBM System X and Lenovo Think-Server Servers.

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  Vodafone

  Oct 2015 - Feb 2023

  - Oversaw the planning and execution of RPA projects- Managed a large distributed team of scrum masters, developers and product owners, and coordinated their efforts to ensure successful projects' completion using Scaled Agile Framework (SAFe)- Monitored project progress and identified potential risks, mitigating issues that could cause project delays and cost overruns- Implemented a shift to an Agile mindset and Scrum framework, ensuring sustained team efficiency.- Cultivated relationships with clients, identifying and capitalizing on novel opportunities for automation.- Successfully met annual budget objectives through enhanced productivity and ongoing analytical assessments.- Regularly communicated project status and updates to senior management and stakeholders Show less - Facilitate Scrum events, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives, ensuring adherence to Agile principles and practices.- Coach and mentor Scrum Team members on Agile methodologies, fostering a culture of continuous improvement and self-organization.- Collaborate with Product Owners to prioritize and refine the product backlog, ensuring alignment with business objectives and stakeholder requirements.Shield the team from external distractions and remove impediments to maximize productivity and efficiency.- Track and communicate project progress, velocity, and impediments to stakeholders, promoting transparency and accountability.- Conduct regular retrospectives to identify areas for improvement and implement action plans to address issues and enhance team performance.-Strong knowledge of Scrum, Kanban and acting as Agile coach for the team Show less

  • RPA IT Delivery Manager

    Feb 2019 - Feb 2023

  • Scrum Master

    Feb 2019 - Feb 2020

  • RPA Service Manager and Service Design

    Nov 2017 - Jan 2019

  • Quality Manager

    Mar 2017 - Nov 2017

  • Problem Manager

    Oct 2015 - Feb 2017
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  Delivery Hero

  Feb 2023 - Mar 2024

  Delivery Manager

  - Led end-to-end delivery of Salesforce projects, enhancements, and extra features.- Conducted Semi-Annually OKR planning and quarterly reviews, managing backlogs for delivery teams.- Established strong stakeholder relationships across regional teams (APAC/MENA/LATAM/EU).- Orchestrated large-scale events such as Hackathons.- Regularly communicated project status and updates to senior management and stakeholders- Developed and maintained detailed project plans, outlining timelines, resources, and key deliverables for stakeholders Show less

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  ProSiebenSat.1 Media SE

  Jul 2024 - now

  Delivery Lead