Samiha Sayed

Experience

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  Freelancer

  Jul 2002 - Oct 2004

  Freelancer Engineer

  • Working as Microsoft and CCNA instructor in Harvest training centre• Working for small offices for assembling, building and maintaining networks for companies• About 3 years in maintenance field associating with PC assembly and customer support and OS/peripherals troubleshooting and support• Working in ElAhram Newspapers as junior support engineer for Apple Macintosh machines

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  BP

  Oct 2004 - Aug 2005

  Systems and Network Engineer – Helpdesk Support

  • Responsible of Network implementation projects and core network stability for Egypt site including remote sites• Member of the Helpdesk support and the back office engineers managing the following:o Network Administration:• Responsible for Cisco Switches support (including Network administration, configuration backup, security management and traffic monitoring).• Configured VTP domains & VLAN’s on Cisco Devices.• Assisting in Configuring routers for routing protocols.• Rolls out hardware and software to ensure optimal deployment of resources.• Plans, implements, and supports the network and computing infrastructure plan. o Server Administration:• Building and Administering Company’s Windows 2000/2003 Servers.• Responsible for backup all the servers and Operations using ArcServe & VERITAS.• Administering Company’s Windows Servers (DHCP - File & Print Service - IIS - ISA 2000).• SAN (Storage Area Networks) administration and support.• Proactive management of the servers, and monitoring them on a daily basis, to identify performance issues.• Supports server, network and desktop hardware, software and applications.o Helpdesk Administration:• Supporting Windows 2000 Professional and Windows XP Professional Systems for 800 users distributed over 10 sites.• Support for end users for Hardware (Laptops and Desktops).• Hardware and Software implementations and testing performance for Hardware and Software.• Helpdesk Activities and Customer Support for Desktop, Network, Microsoft Office, software, and hardware problems.• Remotely support for mobile users in BP Egypt staff all over the world.• Communicating with Regional and Global Teams when required.• Respond to Internal customer calls / requests and provide first line support to desktop users.• Ensuring security of stored information and giving access to relevant people.• Working in a project of migration for all users PCs from Operating system 2000 to XP.• Blackberry support. Show less

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  Orange Business Services

  Aug 2005 - Mar 2009

  • Customer Technical Leader, and Technical Leader for virtual/non-virtual team for big projects for multinational customers in Europe, and USA.• Single Point of Contact for all handled customers in case of reporting or escalating any level of support.• Designing, Implementing, configuring, and managing projects end to end for Messaging platforms. • Translate the business needs of the customer as defined into technical requirements for service delivery infrastructure and liaise with the delivery teams to develop a design that uses standard services.• Design, establish and maintain an organizational risk management structure comprising all risks: operational, legal, and regulatory and security risks.• Capacity planning. • Take end-to-end responsibility for all problems until permanent resolution ensuring that continuous progress updates are communicated to the key stakeholders.• Own and maintain the service catalogue for all available services to drive standardization and rationalization of all production services.• Document all the projects levels and the support steps in order to handover the project to the operations. Show less • A Member of the 2nd level of support Application Hosting team in ITSO (IT Services and Operations)• Implementing and supporting customers’ projects.• Perform a continuous cycle of service improvement to the production services that we provide to our customers through service continuity, availability, capacity planning and management. • Define and implement Service Level Agreements (SLA) and ensure the agreed service levels are met.• Update the known error database with available interim solutions. • Proactively identify potential issues that might become incidents, and provide cost effective solutions in a timely manner.• Analyze incidents/alerts to ensure that potential problems are proactively detected and fixed before they cause business impact. Show less • A Member of the 1st level of support in the ITSO-CTS (Customer Technical Support).• Single Point of Contact (SPOC) for “SOLVAY” during and after the transition of customer support services from Rennes (France) to Cairo, making sure the transition was done within the time frame needed and with full customer satisfaction, with respect to budget and cost.• Liaise effectively with the incident management teams, application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed and permanent fixes implemented within the agreed terms of the SLA ensuring that these are prioritized by severity and impact criticality.• Supporting VIP customers like Solvay, SGS, McDonalds, LNG, and other customers managing the Messaging, Hosting and Security different line of products. Show less

  • Customer Technical Leader and Team Leader

    Aug 2007 - Mar 2009

  • Senior Technical Support Engineer (2nd level of Support)

    Aug 2006 - Aug 2007

  • Senior Technical Support Engineer (1st level of Support)

    Aug 2005 - Aug 2006
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  International Turnkey Systems

  Aug 2009 - Jun 2010

  Team Leader and Senior Technical Consultant

  • Level 2 “Systems Windows” Team Leader and Senior Technical Consultant, as I was leading a team of 5 persons, and managing their day-to-day activities.• Planning, re-designing, implementing, and re-configuring the necessary actions in order to comply with the ISO 27001.• Responding and handling customers’ escalations in a timely manner.• Planning and Executing IT Risk Management, Problem Management, and Change Management.• Planning for proactive tasks, monitoring and maintenance (Software and Hardware) for nearly 500 servers (Physical and Virtual) on different remote sites for the VMware – ESX, Citrix, Windows servers hosting.• Supporting all ITS sites across the region (Egypt, Lebanon, Kuwait, Jordan, Pakistan, and others…). Show less

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  Microsoft

  Jun 2010 - Dec 2011

  Regional Technology & Solutions Sales Professional

  Technology & Solutions Sales Professional for different Microsoft products like the Unified Communications, Business Productivity (SharePoint and Business Intelligence “BI”) and the Office 365 “Cloud” platform while proving the value of Microsoft's Solutions to customers providing contributions to solutions revenue goals.• Covering WECA “Western, Eastern, and Central Africa” region and NEPA “North Africa, Eastern Mediterranean and Pakistan”, including more than 20 countries (Country based or remotely).• Engaging and discussing the opportunity with the CxO (CIO, CEO, etc…) levels and the technical teams.• Forecasting the Fiscal Year Budget for each country.• Develop a healthy pipeline of qualified solutions.• Drive Solutions opportunities revenue and market share.• Providing Sales and pre-sales consultancy to different verticals Public and Private Sectors like Telecom, Oil and Gas, Banking, Education, Government…..etc.• Respond to Government and Non-Government RFPs.• Orchestrating successful Proof of Concepts.• Monitor the procurement process, failure discussions/negotiations between partners, and make recommendations on additional products or offerings to move deals to close.• Guide the partners to sell Microsoft Solution for each country tailored to the customers’ needs and requirements.• Responsible about the Partners’ Readiness and products’ education as a member of Microsoft University team.• Being responsible about the launching of the Office 365 across the African Countries. Show less

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  Freelancer

  Jan 2012 - Jun 2016

  IT Service Delivery Manager

  Manage the high operation workload and customer escalations while executing the new customer integration projects with different Microsoft Partners.• Responsible for the overall operational relationships with multiple key clients ensuring high client satisfaction. Acts as escalation point to mitigate potential negative consequences for issues that may impact client relationship.• Service Delivery for the Infrastructure & Cloud Solutions services of different Microsoft partners.• Recognize and drive new innovation opportunities and develop Service Improvement Plans over the term of clients’ contract.• Manage and lead the service team for customers who are providing basic and senior level of support.• Respond to the RFPs and RFCs of the customers when needed.• Service portfolio includes ITIL processes like Incident, problem, request fulfilment, event, change management, continual service improvement.• Writing and agreeing on the SLA with the customer.• Responsible for developing customer Technical solution in the sales cycle, based on understanding customer needs and Supporting the sales team with the required product information.• Creation and editing of technical documentation/specifications to assist with customer proposals.• End to-end ownership of customer responses. • Interfacing with customers to assist them with defining business and technical requirements; influencing customers’ decisions about technology and products. Provide Technical and Non-Technical consultancy for the customer’s Business.• Fix and solve the existing Infrastructure problems, and build new infrastructure when needed.• Qualify, Train and Develop the existing Business staff, Technical staff, and the newly hired staff with the best Technical competencies, Non-Technical, and Soft Skills.• Engage in writing the KPIs, SLAs, OLAs.• Managing the Service Operation of the companies’ IT Solutions including Authentication & Provisioning, Messaging, Cloud Computing, and Office 365. Show less

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  Oracle

  Jul 2016 - May 2017

  Middleware & BI Territory Sales Account Manager

  - Inside Sales Representative for Egypt, Libya, and North Africa's Countries for the Middleware and the Business Intelligence Products On-Premise and Cloud platforms.- Own and deliver a monthly sales target- Sell solutions and services to new & existing Oracle customers- Engage with appropriate prospects and run efficient targeted campaigns - Prepare & Deliver online demonstrations of business solutions to prospective clients- Liaise with business contacts to develop & manage relationships, identifying new opportunities to sell Oracle products and services- Based in one of our modern Cloud Sales Centres, be a team player with a willingness to work with other Lines of Business such as: field sales, sales consulting, support and education. Show less

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  TBAT Solutions

  Jun 2017 - now

  Senior Technical & Business Development Manager

  CEO & Co-Founder at Total Building Automation Technology Solutions.TBAT Solutions provides Automation and Security Solutions for your Home and OfficeFor more information, please visit our website: www.tbatsolutions.comand our Facebook page: https://www.facebook.com/tbatsolutions