Ahmed Elsheikh Email & Phone Number

Egypt

• Led a large team of Development, Testing, and Support to provide solutions and resolve issues for all BI-Technologies customers across all countries.• Implemented strategies to ensure seamless delivery of services and solutions to customers, enhancing overall customer satisfaction.• Spearheaded initiatives to streamline processes and improve efficiency within the team, resulting in a more agile and responsive work environment.

-Provide Application Support Management, Leadership and Technology Solutions Support for customers with focus on supporting Microsoft Dynamics 365 , Power Platform Business applications and Azure Devops. -Managing support team, owning support ticketing systems and continuing to own support tickets until resolution while keeping customers aware of and ensuring comprehensive database of queries and resolutions is kept up to date. -Regular engagement with customers and providing application Support and Managed Services strategy leadership team with clear vision of customer status.-Provide Application Support Excellence while skilling up and growing the Application Support Team. -Develop, update and communicate application support policies, processes and procedures following ITIL standards Assist with the design and development of a new Omni channel call logging system. -Prepare and present regular service delivery management meetings with customers. -Responsible for Internal and External Information Security and Data Security for both organisation and customers.-Ensuring Data and Information Security standards are implemented and followed by employees Internally and while working for our customers.

Egypt

-Managing all KPIs for IVR, Call center applications, Risk application, EShop, Point of sales, Siebel and Provisioning.-Manage cost of operations within defined budgets and functionalities for cost reduction.-Manage automation and system enhancements for increased efficiency-Developing operational strategies for all aspects to ensure the most effective approach for the company and its products.-Responsible for the successful implementation of all application elements, including managing changes, recover outages and monitoring to bring services in on-time and on-budget-Ensure continuous delivery of services through oversight of service level agreements with end users and monitoring of systems performance.-Ensure system operation adhere to applicable laws and regulations.-Establish lines of control for current and proposed information systems.-Promote and execute strategic relationships between internal support resources and external entities.-Supervise recruitment, development, retention, and organization of operations staff in accordance with IT budgetary objectives and personnel policies

Egypt

-Leading CRM team to deliver Calendar projects and Siebel application enhancements.-Design new products according to business requirements.-Develop new requirements and projects on Siebel application using ( Siebel e-script, Inbound and Outbound web services, Workflow policies and Workflow Process,… etc. ).-Perform unit testing and integration testing with middleware to ensure best development quality delivered.-Measure and Monitor Service performance and act upon any service degradation.-Plan the implementation of business requirements on Siebel CRM application-Follow up on tasks assigned to team members and auditing their performance.-Administrate Siebel application and monitor all application components.-Ensure proper handover provided from development on all new business products implemented on Siebel application.Projects:o Technical Project Manager in Siebel upgrade from version 8.1.1.5 to 8.1.1.14 .o Siebel migration project from Windows server 2003 OS to Unix Solaris OS.o Siebel integration with IWD.o Siebel integration with Active Directory using LDAP.o Replacement of CTI bare to IWS application on Siebel.

Egypt

-Acting as P&S Delivery SPOC towards the corresponding Business teams on all their new developments requirements from P&S-Ensures the timely response for these inquiries in a manner that doesn’t jeopardize business efficiency with the least disturbance to technology delivery teams.-Liaise with different business domains to capture their business requirements and ensure that they are well prepared for smooth processing by subsequent technology teams.-Ensures a timely and satisfactory delivery of business requirements to business sponsors-Provides weekly/ monthly reports detailing progress against project plans, issues, risks and mitigation strategies.-Ensures that all resources (man power, financial … etc.) necessary for projects’ executions are in place and consumed as agreed.-Responsible for managing small as well as large functional and technical projects which may impact multiple functions and locations.-Ensures that all financial, communication, quality and risk aspects of the project are properly tracked against line function objectives.Projects:o Sales and Retail ( Express Queuing ,Store Locator, Member Get Member, Frequency in retail, Distribution Management System)o Payments ( E-topup data update, Easy Balance Automation, Integration with Fawry Application)o CVM ( Retention Matrix, SPOC program, Upgrades, Revival pack )o Content ( RBT negative balance, Free IVR, Churn management ,MADs)o Enterprise Data ( USB data acquisition )

Egypt

-Responsible for handling and distributing operational work on all team members ( Mails, Service Requests, Change Requests ,.. etc )-Acting as a 2nd line support for all global production issues concerning Siebel application and loyalty system.-Supervise team performance and quality handling of service requests and mails.-Take ownership and initiatives to enhance performance issues and process issues to give the best customer experience.-Responsible for availability of production environment for BSCS and CRM applications (Siebel and TIBCO), Billing online applications and online services (CMS ,Billing and Provisioning)-Ensure data delivery and availability by developing/automating/ applying daily health check-Evaluate, Solve and log reported problems versus business impacts-On time escalation and reporting of production problems according to problem management Process.-Investigate, Generate and follow up with Application Development and vendors on open Problem Notifications in the production applications.-Post production testing and successful implementation of the applied changes.-Participate in operational processes enhancement.-Ensure accuracy during problem solving or applying temporary problem fixes, workarounds, or Adhoc requests.Projects:o Participated as a technical project manager in the End to End project ( A Mega project applied across IT operations to monitor all services and applications)o Develop a Web based application for incident management reporting using Csharp.net o Participated in Cross function project (A project applied in application support area to ensure cross functions between teams are covered with monitoring and health checks)

Egypt

-Supervise and lead Help desk members in order to achieve the required SLA-Own and manage the relationship with all users by resolving calls effectively and efficiently.-Develop applications and scripts in order to simplify the trouble shooting and team monitoring.-Log all IT incidents reported to Help desk, qualify and try to resolve them over the phone remotely-Forward & track trouble tickets to other IT support teams when required and in a reasonable time.-Monitor the operations for all office servers.-Perform daily health check on all IT systems and report any failure or issue on the system to the on call engineers.-Provide weekly and monthly report showing the TT status compared to SLA and over all performance of the team.-IT SPOC (Single point of contact) for on time reporting to management and users of any unplanned outages on supported systems.Projects:o Developing and publishing an application to allocate Vodafone cash machines.o Developing and publishing a mail handling tool.o Technical Project Manager for IVR project ( implementation of IVR on Helpdesk queue)