Experience

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  Egti

  Jul 1996 - Aug 1996

  Internship trainee

  My two-month training program at EGTI, a joint venture between Siemens and Arento, offered an invaluable early immersion into various technical disciplines. I rotated through three departments, gaining foundational knowledge and skills in:Technical Department:- Observed and learned from experienced engineers, gaining insights into hardware design, software development, and testing procedures.- Developed an understanding of the technical considerations and challenges involved in complex telecommunications projects.Project Management Department:- Shadowed project managers, witnessing firsthand the planning, execution, and control of diverse engineering projects.- Gained exposure to project scheduling, resource allocation, and risk management principles.Installation and Commissioning Department:- Assisted with the on-site installation and commissioning of telecommunications equipment, gaining practical experience in technical setup and troubleshooting.- Sharpened my teamwork and communication skills while collaborating with technicians and engineers on critical project completion tasks. Show less

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  Egos

  Jul 1998 - Aug 1998

  Internship trainee

  While a trainee at EGOS during the summer of 1998, I gained valuable hands-on experience in the technology field, laying the groundwork for a strong technical foundation and customer service skills. My responsibilities included:Computer Installation and Configuration:- Efficiently installed and configured computers and peripherals at the company's main customers, ensuring seamless integration and functionality.- Developed problem-solving skills by troubleshooting basic installation and configuration issues, providing immediate customer support.Technical Support and Teamwork:- Provided timely and helpful technical support to customers, fielding inquiries, and resolving minor issues with courtesy and clarity.- Supported the technical team in laying out office networks and installing equipment, contributing to efficient project execution, and learning from experienced professionals. Show less

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  Raya integration

  Apr 2001 - May 2004

  Presales systems engineer

  As a Presales Systems Engineer at Raya Integration, I thrived in the presales environment, bridging the gap between customer needs and technology solutions. My expertise lay in:Versatile Solution Design and Integration:- Crafted tailored hardware solutions encompassing servers (with clustering), storage (SAN and NAS), PCs, printers, scanners, and other components, catering to diverse customer needs.- Possessed extensive knowledge of SUN, HP, Compaq, Fujitsu, Mitsubishi, Siemens, and Dell products, ensuring comprehensive solution availability.- Masterfully navigated diverse product lines and vendor ecosystems to design optimal configurations for maximum efficiency and value.Customer-Centric Consultation and Collaboration:- Functioned as a trusted advisor to the sales team, providing technical expertise and support during customer meetings and RFP development.- Actively partnered with customers to understand their unique requirements and challenges, building strong relationships and trust.- Collaboratively developed customized solutions that addressed specific needs, exceeding expectations, and ensuring long-term satisfaction. Performance-Driven Approach:- Played a key role in closing deals and driving profitability by understanding customer budgets and proposing cost-effective solutions. Show less

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  Intercom enterprises

  May 2004 - Sept 2005

  Presales systems engineer

  As a Presales Systems Engineer at Intercom Enterprises, I thrived in the presales arena, translating customer needs into bespoke technology solutions. My responsibilities involved:Solution Design and Integration:- Crafted innovative hardware solutions encompassing servers, clustering, storage (SAN and NAS), PCs, printers, scanners, and other components, leveraging primarily IBM products.- Masterfully aligned customer requirements with optimal technology configurations, maximizing efficiency and value.- Possessed a deep understanding of hardware compatibility and integration principles, ensuring seamless implementation and performance.Customer Collaboration and Advocacy:- Served as a trusted advisor to the sales team, providing technical expertise and support during customer meetings.- Actively engaged with clients to understand their unique needs and challenges, fostering strong relationships and trust.- Collaboratively developed customized solutions that perfectly addressed customer requirements and exceeded expectations. Show less

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  Orange business services

  Sept 2005 - May 2011

  As a Project Manager at OBS, I thrived in dynamic environments, delivering exceptional results for strategic clients across 65+ countries. My achievements showcase diverse skillsets and a commitment to driving value through:Strategic Project Leadership:- Led and executed numerous large-scale, complex projects for key accounts, consistently exceeding expectations and delivering tangible benefits.- Successfully implemented a Project Management Office (PMO) for a global joint program, standardizing processes, and methodologies to optimize project outcomes.- Provided vital support to a PMO, ensuring clear communication of project plans, risks, and lessons learned for informed decision-making.- Streamlined delivery timelines by spearheading the development and implementation of new company processes, achieving significant efficiency gains.Team Leadership and Development:- Motivated and guided teams of 10+ members through all project phases, from planning and deployment to successful completion.- Earned multiple customer recognitions for superior project management skills and dedication to client success.- Mastered Orange's "Synergy" methodology, effectively applying it across all PM knowledge areas for optimal project control.Technical Expertise and Project Scope:- Deployed and managed diverse technologies including LAN, WAN, IPT/VOIP, and Telepresence, demonstrating strong technical aptitude.- Successfully established a new helpdesk in India for a global client, encompassing project leadership, team creation, and technology setup.- Proactively trained and coached new team members, fostering professional growth, and building a high-performing project management team.Additional Contributions:- Provided valuable bid support to sales teams, contributing to securing new business opportunities.- Actively participated in initiatives aligning with management strategies and objectives, demonstrating commitment to the company's overall success. Show less My journey at Orange Business Services began as a Senior Network Technical Support Engineer, providing Level 2 support to a dedicated group of German customers. Within months, my dedication and expertise earned me a promotion to Team Leader, where I honed my skills in:Technical Problem-Solving and Customer Focus:- Delivered exceptional technical support to key German accounts, consistently exceeding customer expectations, and resolving complex network issues.- Adeptly diagnosed and rectified fault-related incidents using sophisticated diagnostic tools and deep network/product knowledge.- Owned resolution responsibility for all reported customer incidents, ensuring timely and effective solutions, independently or through seamless collaboration with other teams.Documentation and Communication:- Maintained meticulous records of troubleshooting and incident management actions in the electronic system, ensuring accurate and clear communication of progress and resolution.- Mastered escalations through defined company procedures, effectively collaborating with various Problem Management teams to address even the most intricate challenges.Team Leadership and Development:- Promoted to Team Leader within six months, demonstrating strong leadership potential and the ability to motivate and guide a team of 4+ members.- Created a positive and collaborative team environment, fostering professional growth and ensuring efficient delivery of technical support. Show less

  • Project Manager, PMP®

    Jun 2007 - May 2011

  • Senior Network Technical Support Engineer

    Sept 2005 - Jun 2007
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  Hewlett packard enterprise

  May 2011 - Jun 2019

  In a unique dual role at Hewlett Packard Enterprise, I wore both the hats of Account Support Manager and Project Manager, seamlessly bridging the gap between service delivery and client success.Client-Centric Account Support:- Championed the Total Customer Experience (TCE) for assigned accounts, exceeding contractual obligations, and fostering trust through proactive relationship management.- Expertly aligned service delivery with client business objectives, utilizing the Value Based Delivery (VBD) methodology to maximize ROI.- Communicated the value of delivered services to key stakeholders, driving adoption, and building collaborative partnerships.- Maintained and grew client portfolios, securing renewals and upselling new service offerings.- Identified and nurtured several high-quality leads with strong conversion potential.Strategic Project Management:- Successfully led and executed several large and complex projects for strategic key accounts across EMEA, delivering tangible value and exceeding expectations.- Managed projects through all phases, ensuring adherence to scope, budget, and timeline within demanding environments.- Applied strong technical and organizational skills to navigate diverse project complexities and achieve successful outcomes. Show less - Leading a shared account team, ensuring meticulous fulfillment of contractual obligations and cultivating an industry-leading Total Customer Experience (TCE).- Adeptly aligned service delivery with client business and IT objectives, leveraging the Value Based Delivery (VBD) methodology to maximize impact and ROI.- Effectively communicated the value proposition of delivered services to key customer representatives in Egypt, Jordan, and Lebanon, fostering trust and collaborative relationships.- Proactively promoted and implemented HP support initiatives for Mission Critical and Proactive Services, driving value through: * Targeted TCE improvement projects, leading to increase in customer satisfaction. * Deployment of innovative tools and processes, streamlining service delivery and reducing operational costs. * ampioning proactive support measures that identified and mitigated potential issues before impacting clients. Show less

  • Account Support Manager and Project Manager

    Aug 2013 - Jun 2019

  • Project Manager

    May 2012 - Aug 2013

  • Account Support Manager

    May 2011 - May 2012
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  Dell technologies

  Jul 2019 - now

  - Managing operations for a diverse portfolio of managed services infrastructures, supporting leading automotive brands like Audi, BMW, and Continental.- Overseeing multiple teams across Egypt and Germany, ensuring seamless delivery of critical IT services across borders.- Driving strategic initiatives to optimize service offerings and enhance client satisfaction.- Actively contributing to the implementation of automation initiatives aimed at minimizing service disruptions, streamlining workflows, and boosting team output.- Successfully scaled operations to accommodate the growing needs of multiple clients, maintaining quality and performance.- Leveraged data-driven insights to proactively identify and mitigate potential service risks.- Empower and mentor a team of skilled professionals, fostering a collaborative and high-performing work environment.- Cultivate leadership potential within the team, providing opportunities for growth and development.- Maintain a positive and results-oriented culture, aligning individual efforts with overall strategic goals.- Build strong relationships with key stakeholders across various client organizations, actively listening to their needs and exceeding expectations.- Proactively identify opportunities for service improvement, collaborating with clients to develop and implement tailored solutions.- Deliver measurable value by exceeding SLAs and demonstrating a commitment to client success. Show less - Expertly managed two teams in Egypt,Germany, and Ireland delivering superior infrastructure support for AUDI's managed services.- Championed cross-cultural collaboration and knowledge sharing, ensuring seamless service delivery across geographic boundaries.- Leveraged operational best practices and process optimization initiatives to continuously improve efficiency and service quality.- Motivated and empowered a combined team of 27 professionals, fostering a high-performing and dedicated workforce.- Empowered and mentored team members, fostering their professional growth and development.- Maintained a positive and collaborative work environment, promoting open communication and trust among team members.- Cultivated strong relationships with key stakeholders at AUDI, actively listening to their needs and exceeding expectations.- Proactively identified and addressed potential service disruptions, minimizing impact on business operations. Show less

  • Senior Manager

    Apr 2023 - now

  • Manager 2, Managed Services

    Jul 2019 - Apr 2023