Ahmed Elfayoumi Email and Phone Number
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• Dynamic, trustworthy and expert-level customer service leader and team supervisor with years of progressive experience, most recently working in roles varying in complexity and scope with RFA• Possess 20 years of overall Information Technology (IT) experience with 17 years spent in the finance sector• Adept at overseeing operations including Field, Service Desk and NOC functions• As Director of Support Services at RFA, lead a team of ~100 Technicians across all offices including New York City, Philippines, Purchase, Boston, San Francisco, Miami and the United Kingdom• Lead the Operations Team, working intensively with supervised team members to ensure optimal support scenarios for clients; experienced at working with some of the most challenging clients in the world• Meticulously analyze statistics from supervised departments and strategize using this invaluable content• Work regularly with managerial staff to assess client assignments and align staffing needs with those accordingly• Prior to joining (RFA), worked for Prudential Securities and WachoviaKey Accomplishments:- Increased RevenueGrew billable consulting from 20 to 90 heads with net impact of $20M per annum- Decreased RiskSupported robust disaster recovery operation to reduce critical financial systems downtime- Decreased CostEnabled India and Singapore operations for 30% reduction in cost‐to‐deliver- Grew Brand AwarenessDisplaced multiple incumbent competitors through field‐based customer referral program- Sales SupportListened to customer demand via sales channel to inform radical services transformation- Executive InsightsDeveloped trusted internal executive partnerships. Direct report to CEO in the development of multiple initiatives- Technology transformationAssumed technical lead and support roles across multiple advancements to improve service capability and maturity
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Managing Director Of OperationsSimplegrid Technology, Inc. Jan 2022 - PresentJersey City, New Jersey, UsCustomer Service | Operational Leader & Team Manager |
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Global Director Of Support ServicesRfa Jan 2009 - Jan 2022• Lead a team of 100+ individuals globally responsible for delivering institutional-quality IT and financial cloud and cyber-security services to the financial services and alternative investment sectors. My team consists of a 24/7 Global Service Desk Team from Levels 1-3, a 24/7 offshore NOC Team, a team of Global Client Service Engineers, and a team of Global Coordinators.• Provide clients with customized workflow and IT strategies to bring tomorrow’s edge, today. • Serve over 800 clients across seven global locations using the follow-the-sun model.• Provide best-in-class technology solutions and automated business processes, supported by expert staff 24/7/365.• Generate and study data using industry standard metrics to measure our degree of excellence against others of our kind, leading us to achieve the highest standards of support and service delivery.• Work closely with our Compliance team to perform due diligence on all service providers selected for RFA and/or our clients.• Help establish partnerships with vendors that would allow RFA to improve service and customer experience overall.• Having worked for an MSP for most of my life it has become second nature to know what one should expect from any service provider and to establish processes for onboarding/offboarding and managing them. I did this naturally when I was in the field and eventually became tasked to do this as a large part of my role when I became a Director. -
Director Of Customer ServiceRfa 2008 - 2009• Led a team of ~50 driven, dedicated Client Service Engineers; responded readily to all escalated matters as they arose• Met with team members and their respective clients bi-monthly to discuss past support and future plans, as well as review outstanding concerns, upcoming projects and their time entries ahead of each billing period so as to maintain quality assurance• Partook in meetings with other departments across the organization to keep cross-functional workflows smoothly operating• Completed yearly Performance Reviews for Field Staff individually to assess and agree on expectations for the upcoming year
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Client Services SupervisorRfa 2007 - 2008• Provided support to high-profile clients, tending to their respective IT needs concerning hardware, software, vendor communications and budgeting• Guided and managed a team of ~15 Field Technicians while supporting clients and replying to Alpha Team escalations• Met with the Alpha Team and its clients bi-monthly to discuss past and future support, review outstanding issues and touch base regarding upcoming projects; also review Team time entries each week and perform members’ annual Performance Reviews• Partnered cross-departmentally to fuel procedural improvements, replacing them with revised or altogether new processes
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Sr. Client Service EngineerRfa 2004 - 2007• Served as an outsourced CTO for hedge funds based in New York and New Jersey• Offered Tier I and II onsite support including resolving server and workstation hardware and software issues• Handled AD, Exchange, IIS, DNS and backup administration; in addition, designed, configured and maintained end-user home networks
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Pc/Lan SpecialistPrudential Financial 1999 - 2004Newark, New Jersey, Us• Delivered focused, effective onsite end-user support for ~500 users on a daily basis; involved troubleshooting and resolving PC and print concerns including both hardware and software issues• Routinely installed and configured Windows NT/2000/XP; upgraded equipment, transferred data from old PCs to new ones, replaced failed hardware and configured software as well• Supported market data applications such as Reuters, Bloomberg, TT (Trading Technologies), C.Q.G. Trading System, Q.V./Quantitative Trading and OLTS/On-Line Trading System • In a Trade Floor support capacity, worked with ~200 Traders, Floor Brokers and back-office team members; delivered technical guidance and support on the Floor to resolve concerns regarding network connectivity, printing, and hardware/software • Installed and provided instruction regarding third-party applications e.g. Lotus Notes, Exchange, Outlook, MS Office and Extra Personal Client• Led equipment upgrades, replaced failed hardware and configured software as needed• Engaged in supervising a Business Continuation Plan in Woodbridge, NJ in 2003; rebuilt 700 PCs, installed necessary software and physically set up workstations• As part of the Projects Group, assisted in the development of Disaster Recovery Operations in Roseland, NJ after 9/11, involving a full-scale set up of 500 workstations• Crucial during a migration from Windows NT with Novell to solely NT, which helped migrate shares and convert printers• Devised PC and laptop images to help create Image Boot Wizard, slashing the machine rebuild time in half• Upgraded software at all Prudential Sites• Collaborated with the Helpdesk Team to resolve concerns, monitor the call queue and respond to tickets that had a significant operational impact -
Computer Support TechnicianStevens Institute Of Technology 1997 - 2000Hoboken, Nj, Us -
Electrician/Site ManagerSafeguard Electric Contracting, Corp. 1996 - 2000
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Engineering Technical AnalystFinite Industries 1997 - 1999
Ahmed Elfayoumi Skills
Ahmed Elfayoumi Education Details
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Stevens Institute Of TechnologyComputer Engineering With A Minor In Electrical Engineering
Frequently Asked Questions about Ahmed Elfayoumi
What company does Ahmed Elfayoumi work for?
Ahmed Elfayoumi works for Simplegrid Technology, Inc.
What is Ahmed Elfayoumi's role at the current company?
Ahmed Elfayoumi's current role is Managing Director of Operations at Simplegrid Technology.
What is Ahmed Elfayoumi's email address?
Ahmed Elfayoumi's email address is ah****@****rfa.com
What is Ahmed Elfayoumi's direct phone number?
Ahmed Elfayoumi's direct phone number is +121286*****
What schools did Ahmed Elfayoumi attend?
Ahmed Elfayoumi attended Stevens Institute Of Technology.
What skills is Ahmed Elfayoumi known for?
Ahmed Elfayoumi has skills like Disaster Recovery, Data Center, Management, Project Management, Vendor Management, Active Directory, Servers, Microsoft Exchange, Business Continuity, It Operations, Virtualization, Windows Server.
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