Ehab Mazen

Experience

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  Internet Egypt

  Nov 2006 - Apr 2007

  Technical Support Engineer

  • Troubleshooting mail errors.• Receive customer requirements as creation of new mail box or resetting mail password.• support customers for using web mail interface or outlook

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  Orange Business Services

  Apr 2007 - Dec 2021

  - Leading L2 team of Technical Experts for supporting customer Sagemcom - Engaging in complex technical challenges & supporting the team in providing a quick resolution.- Engaging in customer escalation and leading a quick resolution for a high impacting incidents by effectively driving investigation and communication with all engaged teams.- Effectively communicate with Customers to assure and update on troubleshooting- Implementing new automation model for system patching and other operational tasks- Supporting service desk level 1 team by increasing their autonomy and creating 1.5 service desk level Show less - Perform systems services ( Windows & Linux normal and virtualized servers also VMWare & NSX ) operation tasks; including solving incidents, performing changes, implementing new releases, service packs, upgrades, patches and maintaining the service configuration within the configuration management system as well as identifying problems and escalating it to the proper fix group.- Contribute in service operation processes management including contribution providing reason for outage (RFO), root cause analysis (RCA), technical instructions (TIN), service improvement plans (SIP), post implementation review (PIR) and case detailed report (CDR)- Solve Networker backup service incidents- Perform Networker backup service changes.- Perform configuration management tasks and ensure at all time that the Networker Backup inventory is populated with updated information which reflects operational changes Show less • Solve backup and storage service incidents.• Perform backup and storage service changes.• Implement backup and storage new releases• Perform change & release management including software and hardware upgrades, updates, patches,restore, refresh and migrations.• Perform configuration management tasks and ensure at all time that the Backup & Storage inventory ispopulated with updated information which reflects operational changes.• Identify backup and storage problems, assign it to the responsible engineering/fix group, and follow up withthem until the problem is solved.• Provide leadership and coaching to L1/service desk when needed. Show less -Ensure first class follow-up, project management, and quality reporting of the optimization projects in implementation phase. -Distribute biweekly a comprehensive project status report in the approved format to M2 level and project team. Report must include progress graphs (MRC and circuit quantity) and clear identification of roadblocks. Completion timeline must be clearly stated with major milestones noted.-Chair a weekly or biweekly meeting with all project stakeholders (Sourcing, OTB, RSND, FOIS, etc.). Follow a clear and concise meeting agenda to maximize meeting efficiency. Encourage all participants to voice any project concerns.-Escalate immediately to management any delays in project completion. There should be no surprises prior to target completion date which would cause a delay.-Multitask effectively multiple projects. Prioritize time and reduce efforts on non-essential project tasks. Provide professional and vigorous project management. The COMM PM should be a subject matter expert for the project and be able to answer detailed questions regarding project status and financial impacts. Show less AOM PM is to provide end-to-end ownership for all network optimization projects, with committed deadlines as agreed with the project sponsers. These projects might be for performance optimization, cost optimization or customer network optimization. - Accountable for overall project management. Responsible for order entry, order validation with local customer upon customer HQ go ahead, circuit/equipment ordering, order tracking, testing and scheduling ensuring internal & external customer satisfaction.- Manage several projects in parallel as per workload capacity and is accountable for their successful on time delivery Show less •Troubleshoot and handle all ordering, provisioning and tools incidents within the time frame agreedwith the business.•Perform RFC’s “Request for change” on necessary change in the programs or the billing system toenhance it.•Configuration audit on software reporting tools and matching them to configurations on networkequipment's.•Working on databases and running queries on them using SQL platform•Performing work around solutions until changing the process.•Maintain customer satisfaction throughout the process and ability to process his request with duecare and quality.•Maintaining the ITIL Coordination throughout the processes.•Multitasking in handling all requests in a challenging time in addition to solving and priotiseincidents in a very challenging SLO ”service level objective”.•Working with other team members as a team player, offering help and support.•Report and escalate problems to management when it becomes necessary. Show less

  • Cloud Operation Lead

    Mar 2020 - Dec 2021

  • Cloud Operation Engineer

    Jan 2019 - Feb 2020

  • Backup & Storage Operation Engineer

    Jul 2018 - Jan 2019

  • Connectivity Management Project Manager

    Sept 2014 - Jul 2018

  • Access Optimization Project Manager

    May 2011 - Aug 2014

  • Tool Support Specialist

    Apr 2007 - May 2011
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  _VOIS

  Jan 2022 - now

  Technical Delivery Senior Project Manager

  • Work collaboratively and constructively within UK IT to ensure delivery of the projects with assigned portfolios • Manage the direction, priorities, scope and plan for the project delivery to realize maximum benefit for key stakeholders.• Ensure on time, on budget delivery of prioritized business initiates enabled by IT• Defines the project Risk & Change strategy. Maintaining regular risk management and mitigation planning, ensuring all stakeholders are fully informed of risks and potential impacts• Managing senior business stakeholders• Ensure timely and accurate reporting, covering aspects (Budget, Timelines and Quality) of scope, outcomes and performance against agreed critical success factors, KPIs and benefits tracking• Maintain accurate financial reports. Maintain document library for project/program and produce project/Program level Lessons Learned & Closure reports Show less