Abdelrahman Abdelhamid Email and Phone Number
People oriented experienced Technical Program Manager at Deloitte Ireland, proficiently leading client service transition projects and overseeing multiple sub-projects for seamless implementation. Proven track record of delivering high-quality project outcomes and collaborating effectively with cross-functional teams next to tasks, time and resources management which helped us deliver on time saving the company 24 million USD across the next 4 years. Additionally, held roles in Solutions Engineering, IT Service Desk Support, and Technical Support at esteemed companies such as Aljazeera Media Network and Vodafone, showcasing versatility and a solid technical background. Skilled in utilizing Jira for reporting, and project coordination. Demonstrated success in conducting services reviews, providing insightful incident reports, and implementing process improvements. Adept at providing first and second-line support, generating service level reports, and contributing to knowledgebase documentation. Having worked in several strong Service Management oriented environments enabled me to provide analysis and recommend solutions and workflows changes to optimize FLR & SLA and minimize escalations.Holds a Bachelor's degree in Computer Science from Alshourouk Academy, Cairo, Egypt. Fluent in English and Arabic. Currently based in Dublin, Ireland
Deloitte
View- Website:
- deloitte.com
- Employees:
- 295722
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Technical Program ManagerDeloitte Jan 2023 - PresentDublin, County Dublin, Ireland• Leading and overseeing cloud service transition projects, managing 10+ sub-projects with cross-functional teams to ensure seamless client transitions. • Driving performance metrics with Jira, conducting quarterly service reviews, and delivering client-facing outage reports. • Excelling in stakeholder management, reporting, and project coordination.
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Technical Program ManagerMeta Mar 2022 - Dec 2022Ireland• Drove 4 workstreams related to Data sanitization, Sanitization validation and Media forensics as well as their Metrics on a Tableau dashboard.• Followed up with my engineering colleagues making sure we deliver on scheduled time and helped them with roadblocks and coordinated collaborations with colleagues from other departments.• Reported project status to upper management. -
Solutions ConsultantMeta Sep 2021 - Mar 2022Ireland• Analysed and identified roadblocks of delayed support tickets and provided recommendations and alternative workflows to optimize operations handling (Started with ~20K+ ended with ~110 resolvable tickets).• Bridged communication between Content Review vendors and Meta engineers and tackled the identified difficulties.
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Cloud Support EngineerDeloitte Mar 2021 - Sep 2021Ireland• Provided 1st line support and monitoring services as well as periodic maintainance and patching for 42 clients.• Provided cost cutting and performance optimization recommendations amongst periodic services status reports.
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Data Analysis VolunteerHolistic Analytics Feb 2020 - Mar 2020Dublin City, County Dublin, Ireland• Received hands-on training on analyzing different kinds of websites and their funneling plans and their effects on ads statistics.• Got familiarized with basic Google Analytics features and capabilities.• Learnt basics of analysis reporting.• Got involved with a number of a/b testing that were based on previously submitted analyses. -
It Service Desk EngineerAl Jazeera Media Network Jan 2014 - Dec 2019Qatar• Provided first and second line technical support remotely to 2700+ Aljazeera employees across the globe while acting as Single Point of Contact (SPOC) for all technology teams.• Handled as first line support Aljazeera public websites (5) and their publishing systems (CMS) in addition to Aljazeera’s mobile applications (3), news exchanging system (iNews) and share-point based systems (8) according to ITIL standard.• Created and managed employees’ accounts and introduced 100+ new comers to our services including remote accessing tools (Citrix & Pulse Secure).• Provided weekly and monthly reports and analysis on SLA and FLR achieving ratios and repeating issues as well as Outages reports.• Created 50+ team and technology guides and periodically updated them as a Knowledge Base.• Provided full training to 5 new team joiners and 9 temporary engineers plus 7 interns. -
Retail Sales RepresentativeVodafone Oct 2013 - Jan 2014• Introduced new customers to Vodafone services and products achieving average daily sales of 12000QR and hooked them on postpaid plans in addition to providing first line support for portable internet solutions.• Trained 4 new team members on the basic sales, face-to-face communication and customer handling skills in addition to our services and how to initialize and troubleshoot them. -
Technical Support EngineerVodafone Jan 2013 - Sep 2013•Provide expert technical 1st and 2nd line support for a variety of internet solutions, including portable solutions like MiFi and USB modems, mobile internet, and fixed solutions like ADSL.• Resolve customer issues promptly and efficiently, ensuring a positive customer experience.•Document all technical support interactions comprehensively on Oracle Siebel CRM.•Maintain accurate and up-to-date records of customer inquiries, troubleshooting steps, and solutions provided.•Conduct in-depth troubleshooting of technical issues related to portable and fixed internet solutions.•Collaborate with cross-functional teams to resolve complex technical challenges.•Engage with customers professionally, demonstrating excellent communication skills.•Provide clear and concise explanations of technical issues and resolutions to customers.•Contribute to the enhancement of support processes by providing insights into recurring issues and proposing improvements.•Stay updated on new products and technologies to better assist customers.
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Technical Support EngineerE& Jul 2012 - Dec 2012• Provide first and second-line technical support for ADSL services to Etisalat customers.• Resolve customer issues promptly, ensuring a high level of customer satisfaction.• Generate and provide daily Service Level Reports (SLA) to Etisalat Operations Management, outlining the team's performance and adherence to service level agreements.• Conduct comprehensive training sessions for 5 new team members, covering basic business communication, customer handling, and call center skills.• Facilitate the onboarding process to ensure a smooth transition for new team members.• Document the team's knowledgebase, capturing essential information for issue resolution.• Contribute to the increase in First-Line Resolution (FLR) rate, reaching up to 16%, positively impacting the overall SLA report of the team.• Identify opportunities for process improvements within the technical support function.• Collaborate with team members to enhance efficiency and customer service effectiveness.
Abdelrahman Abdelhamid Education Details
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Alshourouk AcademyComputer Science
Frequently Asked Questions about Abdelrahman Abdelhamid
What company does Abdelrahman Abdelhamid work for?
Abdelrahman Abdelhamid works for Deloitte
What is Abdelrahman Abdelhamid's role at the current company?
Abdelrahman Abdelhamid's current role is Technical Program Manager | IT Solutions Consultant.
What schools did Abdelrahman Abdelhamid attend?
Abdelrahman Abdelhamid attended Alshourouk Academy.
Who are Abdelrahman Abdelhamid's colleagues?
Abdelrahman Abdelhamid's colleagues are Xoliswa Shongwe, Alisha Kesharwani, Hayder Ukra, Misael Vazquez Rodriguez, Runita Das, Rupali Suggala, Helen Jiang.
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Abdelrahman Abdelhamid
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