Radwa Yousef

Experience

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  Cairo University

  Jul 2008 - Dec 2010

  I.T instructor
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  Edarat Group

  Nov 2014 - Sept 2016

  Ensure that all projects are delivered on-time, within scope and within budget- Develop project scopes and objectives, involving all relevant stakeholders Ensure resource availability and allocation- Work with existing templates and upkeep or in some instances develop a detailed project plan to track progress- Use appropriate verification techniques to manage changes in project scope, schedule and costs- Proactively identify changes in work scope and ensure appropriate planning measures are taken with internal and external stakeholders to reassess and amend the scope of work requirements, budget and timeline.- Measure project performance using appropriate systems, tools and techniques- Report and escalate to management as needed- Manage relationship with project stakeholders, including internal and external clients, keeping stakeholders informed of progress and issues to manage expectations on all project requirements and deliverables.- Perform risk management to minimize project risks- Establish and maintain relationships with third parties/vendors- Ensures proper governance is in place to best meet project objectives- Create and maintain comprehensive project documentation- Proactively manage project stakeholder satisfaction to position and secure customer reference and success story Show less Developed and enhanced the company’s internal processes in order to achieve CISCO Gold and HP B/F certifications .- Worked on setting up the internal Service Desk tool in line with ITIL and International Standards.- Responsible for providing first class service to consistently meet & exceed customers expectations.- Conduct regular Customer Service review meetings .- manages day-to-day infrastructure operations to provide delivery of systems and services in order to meet or exceed agreed services levels.- Work with all functions within the IT community to ensure processes are executed as designed and measured accurately and completely- Produces scorecards and KPI metrics reporting for service and process quality- Ensure appropriate OLAs/SLAs in place to support any new services- Analyze and review actual service performance against SLAs and OLAs- Lead and manage third party depot vendors, including vendor selection, process standardization and performance management.- Maintain contract requirements, reporting on daily, weekly, monthly, quarterly and yearly basis along with the periodic analytical reports.- Analyzes incidents to identify service restoration actions to be taken- Assists with classification and prioritization of incidents- Monitoring the status and progress towards resolution of assigned Incidents- Escalating the process as necessary per established escalation policies- Keeping affected business partners informed about progress- Identifying incident ticket audit failures to Incident Management staff- Producing audit reports on Incident quality- Reviews the efficiency and effectiveness of the Problem control process- Produces Problem Management reports and management information Show less This Assessment is intended to answer the question “Where MOE Now?” .In terms of ITSM process capability and maturity. It is a critical input to obtaining a consensus on both vision & strategy for IT at MOE.Result of answering this question is a critical baseline to build an improvement journey; accordingly, the assessment process is a first step.Project Objectives- Calibrate process maturity for the identified processes using the Process Maturity Framework (PMF) methodology- Provide input into the Vision & Strategy workshop- Provide a baseline against which ITSM process improvements are measured.- Provide a vehicle for the establishment of ongoing communication and feedback about process capability and maturity among all IT at MOE.BenefitsThe assessment forms a baseline upon which a Road Map for ITSM adoption may be developed. This enables more effective governance over improvement initiatives and improved ability to measure progress.Conducting formal assessments demonstrates the organization’s commitment to improvement, and can focus improvement efforts where they are needed based on objective evidence. This can make more efficient use of scarce IT resources.The approach used is based on the process maturity framework (PMF), and mainly depends on the ‘maturity’ and ‘capability’ of the operating processes within an IT Organization. One of the criteria for implementing PMF is the use of Quality Management System (QMS) and a defined Business goal. Show less

  • Project Manager

    Jun 2015 - Sept 2016

  • Senior Consultant

    Jan 2011 - Sept 2016

  • ITIL Senior Consultant "MOE Internal Process Assessment and Enhancement in 45 Branch"​

    Nov 2014 - Jan 2016
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  Saudi Electricity Company

  Oct 2016 - Jan 2019

  ITSM lead Consultant

  - Lead the IT consultancy team in the company.- Provide advice on IT strategy, policy and service delivery.- Supervise, mentor and contribute in conducting the business and technical studies.- Plan and manage ITIL and ISO/IEC 20000 service management engagements.- Design and implement all ITIL processes and their associated documentation and templates.- Lead and direct the IT strategic planning engagements with customers and define their vision, mission, values, goals, objectives …etc.- Assess and improve the IT organization structures, define roles and responsibilities, KPIs and build job descriptions.- Act as an IT advisor for customers as needed to design, develop, integrate and implement information systems business solutions in-line with the customer’s business objectives.- Build the company intellectual property documents, templates, and library used for accreditation and service provision.- Delivery of ITIL training courses as needed.- Manage the vendors, partners and suppliers relationships related to the ITSM business.- Manage the company’s quality management system.- Build and maintain the company services portfolio. Show less

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  PwC Middle East

  Feb 2019 - now

  Technology Consulting Senior Manager