Omar Atef Elawam

Experience

• 

  Orange Business

  Jun 2015 - now

  Head of customer service desk managing supporting different technologies in Networks (BVPN, SDWAN, SDlan,..), Voice (Direct Routing, Teams, Skype for business) & Security (Firewall, SSL, Zscaler,..) Team Leader for new established service desk supporting Skype for business, enterprise voice & contact center solution (AW365) Managing the high business impact incidentsManaging escalations and complaints from the customer.Work as a change manager for the customer.Auditing the performance of the team.Responsible for the daily incident reports.Responsible for the team KPIs.Working on increasing the customer satisfaction.Sending weekly and monthly reports to the higher management levels Provide a professional first technical point of contact for the customer.Ensure cases are allocated to the most appropriate ‘next team’ as part of the case flow process.Monitoring systems, customer network and deal with alerts and events as appropriate.Provide updates as needed to the customer in order to meet performance objectives.Solving network problems.Change manager for simple & complex changes related to network & securityWork on a 12 hours shift basis.

  • Security IT CSM

    Mar 2024 - now

  • Senior Operations Manager

    Jul 2018 - Feb 2024

  • Deputy Operations Manager at Dedicated Service desk

    Apr 2017 - Jul 2018

  • Deputy Operations Manager at Dedicated Service Desk

    Jul 2016 - Apr 2017

  • Incident Management Specialist & Change Manager

    Jun 2015 - Jul 2016