Omar Kamel, MSC

Experience

• 

  Freelance

  Jan 1999 - now

  Freelance

  While I was pursuing my bachelor's degree, I embarked on a valuable work experience that lasted beyond my studies. I actively participated in the development of desktop applications using Visual Basic, with databases utilizing both Access and SQL Server. Throughout this period, I gained practical exposure to the entire system development cycle, including analysis, design, hosting, deployment, and support. It was an opportunity for me to ensure the systems were built with a strong emphasis on high quality and long-term sustainability. Show less

• 

  Telecom Egypt

  Jan 2006 - now

  Managed the end-to-end lifecycle of software applications, covering requirements gathering, design, development, testing, deployment, and maintenance.Collaborated with cross-functional teams to define application requirements, ensuring alignment with business goals and user needs.Oversaw the technical architecture and infrastructure of applications, ensuring scalability, performance, and security.Performed hosting, deploying, infrastructure updating, securing, and administering running servers for the Customer Care Division.Monitored application performance, resolving issues and bugs in close collaboration with the technical team and stakeholders.Stayed updated with industry trends, recommending innovative solutions for enhanced functionality, code refactoring, and user experience.Ensured compliance with software development methodologies, coding standards, secure coding, and quality assurance processes.Collaborated with internal stakeholders and external vendors for application integrations and third-party system interactions.Developed and maintained support materials, communicated with business teams, and conducted introductory training for team members.Conducted regular assessments to improve application performance and usability.Received, studied, and assessed incoming business requests, performing the necessary development cycle on existing systems.Supported user management for a large user base, diverse teams, and call centers, handling different access roles and functions.Maintained minor outages for 24/7 operation.Overcame challenges in manpower, computation power, security, and managing high volumes of traffic and development changes within tight deadlines.Achieved impressive outcomes, including a 99.9% uptime rate and enhanced service level agreements (SLAs) for an optimal user experience.Led a genuine digital transformation, resulting in substantial process improvements and remarkable performance enhancements. Show less Position Title: Customer Care SpecialistDuring my tenure as a Customer Care Specialist, I fulfilled diverse roles that revolved around the development of the customer service division. Notably, I actively participated in various projects aimed at enhancing customer experience and streamlining operations. These projects included the Data Cleansing project, Line Home Delivery information system, SMS bill reminder project, and Caller Information detector information system.In my role, my primary focus was on technical development and integration, contributing to the overall business development and facilitating change. This involved collaborating with external technical parties and ensuring effective communication throughout the process.Throughout this period, I took on multiple responsibilities, leveraging my expertise to enhance the technical aspects of these projects and align them with the goals of the organization. Show less

  • Customer Care Application Unit Manager

    Apr 2014 - now

  • Customer Service Specialist

    Jan 2006 - Nov 2014