Karim Khidr

Experience

• 

  Alexandria Institute of Engineering and Technology ( Alexandria University )

  Jul 2005 - Feb 2007

  Teaching Instructor

  Taught the following courses: Physics, Electronics, Electric Circuits, Networking, and Microprocessor. Developed curriculum, prepared and delivered teaching materials and outlines for courses, conducted discussion groups, supervised independent and group projects, advised students on course and academic matters and career decisions.

• 

  Orange Business Services

  Feb 2007 - Dec 2017

  Customer main point of contact and escalation level.Leading Customer service review meetings.Leading highly escalated issues while leading the communication to Senior Management Level.Defining operational strategy and translation into tactical components, to drive a virtual global dispersed team forward.Leading an account of global technical experts and service desk staff.Position Service Management product offering in response to customer needs. Overall accountability for the Quality of Network Services provided to multi-national Customer (measured against Service Level Agreements).Ensure full compliance Service Management product definitionLead Customer Service Improvement plans in order to increase Customer Satisfaction.Provide adequate and timely reports to include measurements against Customer SLA’s on Quality, Change and Performance of the service provided to the Customer and Capacity management. Assist in Contract negotiation in parallel with Account Manager/Director where applicable on assigned Customers.Identify Customer needs and position Service Management offering on existing Customers in order to meet or exceed revenue and gross margin targets.Maintain adequate knowledge of products and services. Show less Leading the end to end sourcing process (RFI, RFP, RFQ, contract and supplier negotiations and stakeholder management) across indirect categories such as: Professional services & Telecoms.Forefront creative strategic sourcing processes for the multimillion indirect portfolios.Work with key stakeholders to create and continually develop priorities and opportunities for engagement to influence and drive cost reductions.Support other group divisions where shared suppliers or procurement activity would result in greater cost savings.Facilitating decision making in complex procurement activity.Category Profiling - researching the supply market and defining business needsStrategy development - Producing high quality sourcing documentation at each milestone review point.Negotiate - Developing effective negotiation strategies and lead face-to-face negotiations. Show less Technical Support for worldwide customers routers and connections managed by Orange Business Services. Technical Support for the Proxy servers managed by Orange Business Services.Handling 2nd level of escalations for incidents and issues.IP Troubleshooting, Backbone Provisioning Nortel Systems.Dealing with the critical incidents and changes that impact the customers.Dealing with the Account Teams for keeping up the customer demands and requirements.Working on shift basis to perform a full coverage for the Business continuity. Show less

  • Customer Service Manager

    Dec 2014 - Dec 2017

  • Project Procurement Manager - Access & Telecom commodities

    Jun 2010 - Nov 2014

  • Incident Mangament - Customer Service & Operations

    Feb 2007 - May 2010
• 

  Microsoft

  Dec 2017 - now

  Enterprise Cloud Engineer

  Lead the incident management lifecycle, including escalation, communication, debugging, resolution, and problem management. Lead service teams through live site reviews and corrective action plans.Provide industry with the best practices for incident reduction and properly assess and communicate technical issues between Microsoft engineering and our customers.The ability to effectively facilitate and lead cross-team collaboration between internal and external teams, business units and customers.Build solutions to help create tools and reporting that drives engineering excellence.Build processes and functions across multiple groups to drive efficiency.Analyze product performance and operability. Identify gaps and bugs and drive to resolution.Direct teams of highly skilled Engineers, for example, articulating the business impact in a manner that is relevant to customer priorities as well as the requirements and restrictions of a large-scale service offering.Services delivery leadership in complex services environments. reduce impact on our customers and their experience with Microsoft 365 – Exchange. Show less