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Mahmoud Banhawi

Mahmoud Banhawi

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Followers of Mahmoud Banhawi280 followers
location of Mahmoud BanhawiGreater Madrid Metropolitan Area

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  • Timeline

  • About me

    EMEA IT service manager at Hexcel corporation

  • Education

    • Collège Saint Marc

      1990 - 2003
      High school Maths

    • Alexandria University

      2008 - 2012
      Bachelor of Arts (B.A.) Sociology

      Activities and Societies: GELFI

  • Experience

    • ICOM

      Mar 2005 - Jun 2010
      Coordinator

      + Handling Accommodation+ Handling Transportation+ Handling VIP customers+ Hotel & Travel Booking

    • Sutherland Global Services

      Jun 2010 - Jan 2013
      Senior Supervisor

      Account details: Technical Support – Major Canadian Telecommunication Operator.Languages: French and English Roles:• On floor assistance to 1st line representatives.• Escalations and inter-departments communication• KPI analysis• Training• Scheduling

    • Teleperformance Egypt

      Aug 2013 - Dec 2013
      Team Leader

      Account details: Customer Support – Major American Money Transfer Company.Languages: French and English Roles:• Team Management• KPI analysis and management• Quality insurance and management• On floor assistance• Coaching and Training• Escalations and inter-departments communication• Staffing

    • SITC

      Jan 2014 - Dec 2015

      • Team Management• Planning and implementation of yearly programs• Researching legal and technical aspects of information regulation and IT industry • Researching legal and technical aspects of the media industry regulation.

      • Program Manager

        Sept 2014 - Dec 2015

      • Researcher

        Jan 2014 - Aug 2014

    • Econocom

      Oct 2016 - Oct 2018
      Service Desk Specialist

      Account details: Technical Support – Multinational AccountsLanguages: French and English Roles:• Providing L1 and L2 technical support.• Quality insurance and management • Training

    • Elisa Videra

      Oct 2018 - Dec 2022

      Management of L1, L2, and onsite support teams • Continuous improvement of Services related processes, tools and performance.• Analyzing performance and prioritizing opportunities of development• Leading improvement plans and projects • Accountable for team management, KPI management, process improvement, training, mid and long term planning; and scheduling.• Responsible for tools development, managing escalations, invoicing, continuous improvement

      • Support Operations Manager

        Feb 2022 - Dec 2022

      • Services Development Manager

        Nov 2020 - Jan 2022

      • Service Desk Team Lead

        Oct 2018 - Nov 2020

    • Hexcel Corporation

      Jul 2022 - now
      EMEA IT service manager

      Managing support activities and projects in EMEA

  • Licenses & Certifications

    • Aliance

      French Ministry Of Culture

    • PRINCE2® Foundation Certificate in Project Management

      AXELOS Global Best Practice
      Jun 2021

    • COBIT 5 Foundation

      APMG International
      Jun 2025

    • ITIL Operational Support and Analysis (ITIL-OSA)

      AXELOS Global Best Practice
      Feb 2021

    • Improvement Kata Coach

      Elisa
      Jan 2020

    • ITIL Foundation Level

      AXELOS Global Best Practice
      Oct 2017

  • Volunteer Experience

    • Youth Leader

      Issued by Caritas Egypt on Oct 1997
      Caritas EgyptAssociated with Mahmoud Banhawi