Ahmad Refaat

Experience

• 

  Orange Business Services

  Jul 2008 - now

  • Since the start of my employment in OBS Project Managers team I have been working with the team on the project implementation strategy to gradually transform to the Agile methodology in our projects• We were able to develop a customized Agile project management methodology according to our company’s strategy and vision• Worked on large and medium size account customer Projects for Swiss Customers ex. La Farge Holcim, Lonza, Nestle, Mettler Toledo, Kuoni leading the project team by building and motivating team members to meet project goals• Developed and managed all aspects of project and program engagement from planning, external vendor relationships, communications, resources, time, budget, change, risks and issues, beside managing a team of Technical Engineers and PMOs to achieve the project deliverables• Successfully completed the JTI (Japan Tobacco International) Cloud Ready WAN project, 264 sites / 5 Data Centers migrated in 63 countries in 28 months with over 95% first time-right go-live success rates. Show less • I have been recruited for this position to manage and close a major customer SIP (Service Improvement Plan) for the change management process issues for customer Heineken• I was able to re-design the whole change management process for the customer, ensure meeting SLA targets and effective monitoring and reporting• Responsible for establishing, monitoring and developing of customized change management processes• Established and developed a change catalogue in which different changes are categorized according to their type and impact• Leads the (CAB) Change Advisory Board to discuss, approve or reject large change projects• Validate the scope and the technical aspects of the change requests, and assess the business impact on the customer• Managing a change desk team to implement customer changes within agreed targets, ex. scope, time & cost• Established an SLA report for the change desk team to have control on implementing the changes within agreed SLA (Service Level Agreement) Show less Shift Leader: Sept 2009 to Oct 2013• Acting as SPOC (Single Point of Contact) for Major German customers like.ZF, Kuehne + Nagel, Federal republic of Deutschland, Merck and Lufthansa• Ensures efficient day to day operations by constant monitoring and ownership of customer incidents• Providing first and second level of technical support and troubleshootingto help isolate the problems of network failures, packet drops, errors & Bandwidth utilization issues• Acting as backup for Technical Support Manager in handling top customer complaints beside interviewing & mentoring new candidates• Provide updates as needed to the customer in order to meet performance objectives• Document all troubleshooting and case management actions via the electronic case management systemTeam Leader: Oct 2013 to May 2015• First level of escalation & ensuring proper workload balancing• Sending a daily shift leader report to the German Service Desk managers• Responsible for Coaching and training CTS (Customer Technical Support) new agents Show less Among others, I have successfully completed the €120M Siemens Worldwide network migration project, consequently receiving the Team of the Quarter for Q2_2009 award, 841 sites / 1150 connections migrated in 65 countries in 10 months Over 97% first time-right go-live success rateMy key responsibilities:• Accountable for order management, technical validation & on time service delivery for all customer orders from the receipt of service requests to the handover as per predefined milestones• Develop implementation schedules to optimize resources and components• Tracking and monitoring of all service components (circuit, equipment, etc.) with respective supply chains until full delivery• Provide weekly delivery status reports for project manager and customer by mails and conference calls Show less

  • Project Manager

    Oct 2017 - now

  • Global Change Manager

    May 2015 - Sept 2017

  • Technical Support Senior Specialist Team Leader

    Sept 2009 - Apr 2015

  • Solution Delivery Manager

    Jul 2008 - Sept 2009