Amena Abdrabo, Pmp, Mba Email & Phone Number

Cairo, Egypt

Emea

Cairo, Egypt

Team Roles:• Acting as a front, 1st and 2nd level of support for “Office 365” service using the administrative rights granted to the team to assist all of our Office 365 customers.• Using PowerShell scripting to modify settings and extract info for all of our Office 365 customers.• Acting as 3rd level for “Vodafone Mobile Broadband (VMB)” and “Vodafone User Authentication (VUA)” services.• Acting as a frontline of support for “Charge To Bill” service and monitoring the service using a monitoring tool to track the day-to-day trends to assure service stability.• Supporting Google Apps through the reseller console.• Supporting other Business to Business services such as: PC Client and ONMC (One Net Mobile Client).Personal Roles:• Service Enablement for new services going live and supported by the B2B team.• Extracting daily and weekly reports for ongoing issues for our Office365 customers.• Attending weekly conference calls with Microsoft escalation point of contact to discuss the ongoing issues.• Organizing training programs for new comers as well as new services training sessions to be cascaded to team members.• Extract monthly reports to measure the performance of the team and team members including the utilization and quality.• Quality assurance and adding new procedures to help accomplish SLAs and improve the team's performance.• Building a KDB for the known issues and their resolution to help improve the resolution ratio of the team, which already reached 40% and targeting 80%.• Acting as a 1st level of escalation when delegated.• Shift Leader on duty and first level of escalation within the team.• Manage shift performance to ensure load is correctly distributed among team members & closely following up on major customer issues.

Cairo, Cairo, Egypt

Team Roles:-Provided technical support for the following services: Enterprise (VOP, VGE and DNS), Intranet (Vista, SharePoint, IDM, Exchange and E-rooms), Business to Business (Google, Microsoft and Office 365) and Remedy services -Created technical support process flow documents for special services.-Effectively collaborated with other departments to resolve customer issues.Personal Roles:-Regularly reported on team capacity utilization and service quality. -Provide training and shadowing to new team candidates.-Attending weekly calls either CAP calls or with vendors (Microsoft)

Team Roles:• Responsible for developing, establishing and maintaining quality methodologies, systems, and practices which meet requirements established by customers (Syngenta AG).• Serving as a Quality representative to improve awareness, visibility, and communication on quality initiatives.• Providing focused quality support within product developmentPersonal Roles:• Attend weekly meetings (conference calls) with the customer’s account teams to discuss the customer comments about current release and Service Improvement Plans (SIPs) in order to reach & maintain the customer satisfaction.• Write and execute test cases.

Team Roles:• Responsible for developing, establishing and maintaining quality methodologies, systems, and practices which meet requirements established by customers (Syngenta AG).• Serving as a Quality representative to improve awareness, visibility, and communication on quality initiatives.• Providing focused quality support within product development.• Document the high level design as per the client’s requirements. Personal Roles:• Write and execute test cases using different tools (IBM Manual Rational Tester/ Microsoft VSS.).• Extract monthly and weekly status reports.• Perform UAT and functional testing on different banking applications.• Review high level design documents after project approval from the client.• Review change request and state if applicable.

Master Of Business Administration - Mba, Marketing/Marketing Management, General

Master Of Business Administration - Mba

Faculty; International Bachelor Degree (B.Sc), Information Engineering And Technology; Network Engineering