Motaz Adel

Experience

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  NEEASA

  Feb 2001 - Apr 2002

  Maintenance Engineer

  • Operation & Maintenance of 12 production lines (Motors, Generators, Conveyors, Sensors, Detectors, etc.) • Installation, Operation & Maintenance of Siemens PLC automatic control system

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  Telecom Egypt El-Max Remote Control Center

  Apr 2002 - May 2005

  Switching / Com Center Engineer

  • Installation, Operation & Maintenance of Alcatel OCB238 & Alcatel HC public switch exchanges (numbering planning, universal translation, trunking, routing, fiber optic transmission interfacing, billing system, etc). • Acceptance testing procedures for Alcatel OCB238 & Alcatel HC public switch exchanges. • Remote site connection ISDN PRI, leased lines, etc.• Installation, Operation & Maintenance of Alcatel NMC remote control center solution for managing 9 public switch exchanges with more than 450,000 subscriber lines, through X.25 links and switching equipment. Show less

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  Telecom Egypt Directory Assistance Dept.

  May 2005 - Mar 2007

  Switching, Senior ACD/CTI Department Leader

  • Construction of Directory Assistance Call Center (140 daleel) with 2000 agents, 750 seat call center, 2 sites (Dokki, Cairo – Manshia, Alexandria).• Acting as Department Manager for Alexandria Call Center "500 agents.".• Technical Team Leader for ACD/CTI Department.• Installation, operation and maintenance of Ericsson SeC (Solidus e-Care) ACD/CTI call center solution with tasks including: IVR media gateway configuration, call flow script design, call center agents properties and services, email/SMS service integration, performance reports, etc.• Installation, operation and maintenance of Ericsson SS7 Signaling Gateway which translates TUP to ISUP signaling to match Telecom Egypt hierarchal switching network with all related tasks including: configuration of signaling links, configuration of voice links and CIC's, configuration of point codes internal/external, SS7 message tracing, etc. • System administration of operating system networking tasks concerning: Domain Controllers, DNS, DHCP, WSUS, GPO, Active Directory, Antivirus, etc.• Registered instructor at Telecom Egypt Training Institute for call center applications including: Ericsson DM (Desktop Manager) call control application.• Training of 450 agents on the Call Center Application and Ideal Call Scenario. Show less

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  Riyad Bank

  Jan 2007 - Jun 2010

  Senior Support Support - IPCC Consultant

  Installation, operation and maintenance of Cisco IPCC " CCM, IPIVR and ICM" with tasks including: IVR media gateway configuration, Voice Gateway configuration, call flow script design, Voice Recording systems "Witness, ETALK, VPI, Cisco QM".

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  IST Networks

  Mar 2007 - Jul 2011

  Cisco IPCC "IP Contact Center" Senior System Engineer, Team Leader

  • Senior Support Team Leader for RIYAD BANK Contact Center with 400 seat call center, 5 sites.• Project manager and Designer for Riyad Bank Etalk Voice Consolidated Project.• Installation, operation and maintenance of Cisco IPCC " CCM, IPIVR and ICM" with tasks including: IVR media gateway configuration, Voice Gateway configuration, call flow script design, call center agents properties and services, performance reports, etc.• Implementing and supporting Voice Recording systems "Witness and ETALK".Reference Projects,Riyad Bank- RB "Riyadh, KSA": Designer and Project Manager for Etalk Voice Consolidated Project.Dubai Properties- DP "Dubai, UAE": Etalk Voice recording implementation and Training.International Bank of Qatar- IBQ "Doha, Qatar": Etalk Voice recording implementation.National Bank of Kuwait- NBK "Jeddah, KSA": Etalk Voice recording implementation.SEMA "Riyadh, KSA": Cisco IPCC Express implementation.Global "Riyadh, KSA": Witness Recorder implementation.Watan Investments "Riyadh, KSA": Migrating from IPCC Express to IPCC Enterprise.Nesma "Riyadh, KSA": Cisco IPCC Express implementation and Training.Tatweer "Riyadh, KSA": Etalk Voice recording implementation.SAMA Airlines "Riyadh, KSA": Witnees Recording system implementation and support, Cisco IPCC Enterprise solution support.AlBilad Bank "Riyadh, KSA": Etalk Recording System POC.MBC "Dubai, UAE": Cisco IPCC Express support and Training.Saudi Holland Bank- SHB "Khobar, KSA": Etalk Voice Recording System Implementation. Show less

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  NTG Clarity

  Jun 2011 - Jan 2012

  Operation & Support Manager

  - Manage the professional communication with Customer’s Strategic Leadership Team (SLT), Capital Review Board and General /Senior Management.- Define projects tasks and resource requirements.- Assemble and coordinate project staff- Manage project resource allocation- Develop the business and resource plans required to meet business and technological requirements for the assigned business area.

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  Mobily

  Jan 2012 - Mar 2015

  Service Delivery Manager

  Responsible for ensuring that Business Segment Projects Plans are being delivered at the operational level to meet agreed SLAs. This includes taking an end-to-end view of Active projects and seeking to be proactive in the continuous improvement of service delivery. As projects are managed on an end to end basis, I am responsible for:- • Understanding the business outcomes required from new services/products.• Monitoring and reporting on service performance• Contributing to remediation of service failure and continuous improvement of deliveryOn a day-to-day basis, our role will encompass: • Escalation point for both Operations staff, the Sales Team and customers in relation to process or service failures (not project related services)• Champion of ITIL Support processes and their implementation Show less

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  NTG Clarity

  Mar 2015 - Aug 2016

  Pre-Sales Manager
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  Zain KSA

  Aug 2015 - Feb 2016

  Project Manager

  Key responsibilities:- Establish and maintain program and project management frameworks and methodologies to ensure a consistent approach to delivery is taken across the portfolio through the use of appropriate management tools, processes and practices- Establish and maintain Portfolio/Program/Project level governance to ensure clear routes of escalation are in place and control procedures are available for managing portfolio wide initiatives such as resource utilization, change control, financials and portfolio development and maintenance- Ensure alignment and compliance to the Program Governance Framework- Provide Portfolio/Executive level reporting to fulfill stakeholder requirements on progress against key criteria such as cost, schedule, risks, issues and benefits- Ensure the required provision of analysis, management information and reporting at all levels of governance and review- Ensure the documentation and tracking of all requirements, plans, risks, issues, actions, costs, schedules, benefits and other related project artifacts- Ensure that all project and programme work is compliant with documented standards, templates and frameworks and is captured in agreed toolsets.As projects are managed on an end to end basis, I am responsible for:- • Understanding the business outcomes required from new services/products.• Monitoring and reporting on service performance• Contributing to remediation of service failure and continuous improvement of deliveryOn a day-to-day basis, our role will encompass: • Escalation point for both Operations staff, the Sales Team and customers in relation to process or service failures (not project related services)• Assisting to define the metrics for operational performance reporting• Champion of ITIL Support processes and their implementation Show less

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  Mobily

  Aug 2016 - Oct 2018

  Service Delivery Manager

  As Senior Project Manager, I have the overall responsibility for the successful initiation, planning, design, execution, monitoring, controlling and closure of fast track projects.Key responsibilities:- Designing and applying appropriate project management standards for incorporation in Mobily Process- Managing the production of the required deliverables- Planning and monitoring the project- Adopting any delegation and use of project assurance roles within agreed reporting structures- Preparing and maintaining project, stage and exception plans as required- Managing project risks, including the development of contingency plans- Liaison with programme management (if the project is part of a programme) and related projects to ensure that work is neither overlooked nor duplicated- Monitoring overall progress initiating corrective action where necessary- Applying change control and configuration management processes- Liaison with appointed project assurance representatives to assure the overall direction and integrity of the project- Maintaining an awareness of potential interdependencies with other projects and their impact- Adopting and applying appropriate technical and quality strategies and standards- Identifying and obtaining support and advice required for the management, planning and control of the project- Managing project administration- Preparing any follow-on action recommendations Show less

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  Al Rajhi Bank

  Oct 2018 - now

  Senior Project Manager