Alaa Refaat Email & Phone Number

Cairo, Egypt

provided PMP training based on PMI book version 6

Cairo Governorate, Egypt

- Act as Orange Service Manager for the “Remote Access” Services. These include internal employees as well as Business partners (customers).- Act as a single point of contact for all queries and issues in connection with the ERA Security services.- Lead all IT Security projects driven by Security or Technology concerns.- Manage Change requests on Orange perimeter and adapt services to changing requirements.- Work closely with the Security Service Manager and Security Chief Officer.- Help to the resolution of related “remote access” incidents.- Coordinate multiple services, needs and internal projects from providers, staff and partner/customers.- Experience in Service Management and improve incident handling process with the required stakeholders.- Experience in Agile Project Management methodologies and tools like JIRA, Kanban and Trello.- Act as Agile Advocate in my department to cascade the agile knowledge and agile mindset.

The Technical Project Manager has full end-to-end responsibility to deliver and control result, time, scope and quality for all Voice and Video orders.Management of client engagements and business development opportunities.Leading a single large Voice or Video project, or numbers of voice or Video orders and taking responsibility for the achievement of the agreed goals and objectives.Accountable for managing all functions acting in the Quote To Bill chain. Involved very early in the process (in the internal Service Transition kick-off meeting and in the customer kick-off meeting) to set properly the target delivery Date.Manage the technical implementation to ensure delivery in accordance with the order and schedule requirements.Proactively report and communicate implementation status, progress, issues, action plans, etc to concerned stakeholders (Solution Consultant, Network Project Manager, Customer, Customer Service Manager, Account Team, etc.).Handling the escalation and obstacles faced in professional way to assure smooth progress.Arrange for Service Acceptance test with the customer and involved entity.Identification and active management of technical risks and issues with an impact on delivery and finances and applying the appropriate risk response according to project management plan.Build and update the stakeholder register, risk register, control log and issue log all through the project life cycle. Ensure all sites are successfully tested, operational and documented.Ensure handover to operations and billing team.Experience working in AGILE environments.Experience working on project management tools like Excel, MS Project and JIRA.Lead steering committees and follow-up meetings.Measure project success and identify improvements needed.

• International mobility and authentication operations team is one of Security support teams that responsible for the incident/change/release management to support the end to end mobility users in terms of identity management like (Basic Authentication Services, Strong Authentication) Services and Public Key Infrastructure “PKI”) secure connections (IPSec Services based on Nortel Connectivity, CISCO ASA and SSL VPN based on Juniper).• Resolve service incidents by troubleshooting & solving faults reported.• Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process.• Resolve service problems by performing root cause analysis and designing action plans for unknown errors. • Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.• Maintain security solutions configuration management up to date by adding/modifying CI as implied by incident, change & release processes. • Manage and enforce the required task as needed in our applied projects.• Perform Service Improvement Plan actions managed by senior mobility engineers and update the action plan of the SIP.• Preparing and attending the CAB meeting.• Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.

Egypt

• Act as dedicated resource for many of the important customers in Orange.• Have wide experience in Service operations and customer service.• Have wide experience in Service operations and customer service.• Have very good understanding of Orange Business Services products and Services portfolio• Have good Knowledge of quality methodologies like DMAIC, PDCA and Six Sigma while working in the Lean project in PSM team.• I supported many services like telephony, security, hosting and messaging services.

· Participated in conferences, shows, exhibitions when appropriate and requested.· Proactively scoped the technical solution required to address customer requirements,assesses customers’ met and unmet needs, and recommends optimum solutions, ensuringappropriate support for the proposed architecture.· Shared with key account sales manager assigned targets for profitable sales growth inassigned product lines and/or market areas.· Supported sales productivity and deal flow.· Developed long-term relationships with clients, through managing and interpreting their requirements.· Calculated client quotations and administering client accounts.· Provided pre-sales technical assistance and product education.· Worked on after-sales support services and providing technical support when needed.

Egypt

Achieved Bachelor of Computer Engineering

Bachelor'S Degree, Computer Engineering, Good

Activities and Societies: Resala Charity Organization

Diploma, Information Security, Excellent

Post graduate diploma in Information Security.

Bachelor Of Engineering - Be, Computer Engineering

Secondry Education

Information Technology Diploma, Information Security, Excellent