As IT Project Manager in TEData one of the biggest internet service provider in Egypt, I am responsible to execute the project starting from planning phase till go-live date, my job role is important to project team member or business owner as it's secure the project will be delivered according to agreed quality and within scope plus cost.•Create project schedules that include materials estimates and manpower needs to be submitted to management.• Assess project risks and issues and provide solutions where applicable.• Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project.• Review project proposal or plan to determine time frame, funding limitations, procedures for accomplishing a project and allocate available resources to phases of project.• Maintaining and monitoring project plans, project schedules, work hours and expenditures.• Organizing, attending and participating in stakeholder meetings, in addition to documenting and following up on important actions and decisions from meetings.• Meets work standards by following production, productivity, quality, and customer-service standards; resolving operational problems; identifying work process improvements.

Responsible for analyzing business, service owners’ & service level managers’ requirements and mapping into systems, applications, and process designs. This include building & integrating BSS/OSS systems.Details: Managing the operations round the clock for TE Data’s entire Network Operation Support Systems (OSS) including ITSM, Fault management, Change Management, Performance management, Configuration management, Incident/Problem management, Reporting and Business Process management. Analyze Customer requirements into system features and translate these into functional RFPs, delivery and Operational Models. Managing a big volume infrastructure (Servers, Storage) in a virtualized environment to achieve the optimal performance for OSS. Responsible for solution architecture to acquire and place the systems in their proper structure to facilitate the service assurance function. Providing applications and systems to measure services KPIs that help in identifying the root cause of the service problems that will result in decreasing MTTR, MTBF and troubleshooting time. Responsible for testing and validating new tools/systems to assure the fulfillment of TE/TE-Data business requirements and to achieve the required automation. Manage detecting and correlating faults and conduct Root Cause Analysis (RCA) with providing PARs and CARs for problems Managing changes through CABs and ECABs Ensuring that the hardware and software licensing in line with the forecasted inventory and services components. Monitoring all projects activities related to service operations and make sure they are being executed on time Perform gap analysis for all involved teams in all service phases & translate it into systems requirements.

Working as Service Level Management for IT Department (IT&S /ITSM)Process: IT&S / ITSM / Continuous Service Improvement.Responsibilities :-•Assure that the IT service quality targets set with the business representatives are meeting the right levels of quality and improve on current situations .•Working through a cycle which is to agree on targets with business representatives, monitor the indicators of quality, reporting on the measurements of quality and reviewing on a recurrent basis with the business owners.•Working with operational teams in order to specify, adapt and create Key Performance Indicators which will need to be implemented•Collect and review KPIs from operational teams on a monthly basis.•Conduct service reviews on regular basis in order to review service report contents and conclusions.•Initiate a Service Improvement Plan for services that failed to meet there Service Level Agreement and communicate the progress to the business owners.

- Handle customers DSL technical problems and inquires with max level of support through live chat service.- Handle customer complaints through social media [Facebook & Twitter].- Report to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users.- Suspect global problems form customer complaints from [Chat, Facebook & Twitter] and to escalate them to responsible team with full details.- Establish and maintain rapport with customers.

Support new comers in their calls with customers.Report daily the new comers performance to the training unit.Coach mistaken agents and teach them how to avoid the mistakes in the future.Receive customer's complains that requires talking with a manager.

- Handling internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.- Achieving first call resolution (FCR).- Resolving customer complaints and problems and to escalate issues to appropriate persons/teams whenever needed.