Ahmed Samir 🟢 Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Sales Engineering Covering EMEA region.Actively develop and progress qualified opportunities with the Sales Team. Act as a deep technical expert in sales opportunities, and leverage your experience to make Pre-sales engagements successful. Collaborate with other internal teams to drive outstanding customer satisfaction. Maintain an understanding of the client’s industry, including industry trends, industry business processes. Deliver solution workshops, product demonstrations, technical education, and Proof of Concepts while articulating business value for our solutions. Collaborate with sales teams to define, design, and detail the technical aspects and feasibility of proposed solutions. Support customers across the sales cycle. Assist with Request for Proposal (RFP)/Request for Information (RFI) and other technical questionnaires

Dubai, United Arab Emirates

- Train and on-boarding customers post-sales- Build a relationship with your key accounts and the stakeholders and ensure customers have the optimal experience.- Closely support the Service Management, IT and Project teams when new services are being transitioned into live to ensure the operational teams needs are captured, developed and delivered. - Closely aligned to the Product owners and Development and Testing teams to capture new or changes to functionality to ensure knowledge gaps are identified, scoped and training tailored to bridge the gaps.- Ensuring all aspects of the business fully aligned with the company Service Management best practices.- Understanding of the contractual obligations for all contracts to make sure the supporting teams are fully aligned with the objectives and the goals of each contract and abiding to the contractual obligations to deliver world class service.

Dubai

- Responsible for the day to day communications with clients to build and maintain client relationships.- Working on commercial contracts with government entities to deliver, manage and operate the service. - Collaborate with all levels of organization and programs leadership (including Sales, Operations, Product, Sourcing, Engineering and Support) to proactively drive all aspects of service delivery from Building till operation and Continual Service Improvement.- Working with Government entities in the middle east to implement Tax schemes for Cigarettes.- Working in build, Transition and Operate phases of the project with different stakeholders such as Government entities, Importers, Manufacturers and Supply chain agents.- Administer employment actions, provide coaching and guidance to team members and promotes team member training and development. Provide leadership, inspiration, and coaching to the team.- Building processes to manage the service with coordination of different teams.- Manage escalations with appropriate stakeholders for deliveries.- Develop and manage customer relations to improve customer confidence and satisfaction- Work towards achieving the SLAs defined with the customer.

Dubai, United Arab Emirates

• Working as Technical consultant for EMS Solution by MicroFocus• Working with customers to implement and tailor the application to meet their needs.• Provide ITIL Consultation for customers.• Provide Consultation on the monitoring solutions provided by Microfocus• Working on Pre-Sales activities like writing technical proposals and estimation for implementation.• Supporting Abu Dhabi Department of Transport for the following : o Supporting Monitoring and ITSM solution provided by HPE ( MicroFocus ). o Supporting ArcSight Logger and Arcsight Connector o Acting as IT Service Delivery Manager for the ICT department o Consulting on ITSM processes ( Incident, Problem, Change and Request Management) o Modeling and consulting for new business Services

Cairo Governorate, Egypt

• Working as implementer of HP products ( HP Service Manager )• Working with customers to implement and tailor the application to meet their needs.• Provide Consultation on the ITIL process in order to tailor the application to meet the customer requirements.• Dealing with DBs such as Microsoft SQL , and do some scripting ( Java scripts )• Engaged with Customers for Analysis and designing the solution to meet their needs.• Working on Pre-Sales activities like writing technical proposals and estimation for implementation.• Integrating HP Service Manager with uCMDB, BSM, Active Directory, SMS GW and Exchange.• Recent projects:- NBAD (National Bank of Abu Dhabi in UAE)• Implementing Service Manager 9.32• Fine tuning.- ITA (Oman).• Implementing Service Manager 9.32 and fine tuning.- TE-data ( Egypt)• Implementing Service Manager 9.32• Fine tuning• Training to the Application admins on how to use, administer and maintain Service Manager.- I-Score ( Egypt)• Fine Tuning and fixing Service Manager 7.11- DOT (Department of Transportation in UAE).• Analysis and design of Service Manager• Implementing Service Manager 9.33• Fine Tuning• Supporting EMS for 3 month for the following tools (Service Manager, uCMDB, BSM, OMW, Site Scope, Diagnostics, BPM, RUM, Asset Management, SHR)- NBAD (National Bank of Abu Dhabi in UAE)• Upgrade Service Manager from 9.32 to 9.40• Request Management and SLM implementation- SCH( Supreme Council of Health in Qatar )• IVR Integration• SMS integration• Fine Tuning

Cairo Governorate, Egypt

• Working as Interface between the First Line of support (IT Helpdesk) and the Third Level responsible for the infrastructure (Exchange, Communicator, Network, AD ……..etc.)• Handling Major incidents in terms of following up and analyzing the issue and defining the root cause with coordination with the Third Level of Support.• Working as Incident Manager, by following up with the tickets exceeding the MTTR and enforcing the Policy to be followed according to the Incident Handling policy.• Working on Bring your own Device ( BYOD ) , The target of the project is to allow users to connect using their smart phones and tablets to the network and use the services like Mail , IM and Web Services

Cairo Governorate, Egypt

• Dealing with different nationalities from the entire world:• France, USA, England, Germany, Morocco, KSA, India, Singapore, China, Sweden, Brazil, Argentine, Chile, Mauritius…etc,• Receiving more than 500 calls per month from different nationalities• Remarked Business & Customer orientation which result to many Thank letters• Flexibility & Agility while dealing with different mind thoughts, cultures & nationalities• Recipient of the Orange Business Services Local Award• Technical Support for :• Remote access using IPSEC by different VPN tools, Nortel Contivity® & Orange's Business Everywhere®• 1st level support for more than 400 applications (UNIX, Java, Web tools applications)• Knowledge of Orange Business Services Network over the world and identifying root cause of problems when exist• Proactive support for applications & networks.• Knowledge of Active Directory & LDAP authentication• High level orientation and troubleshooting in MS OS & tools• Dealing with Putty and firewall authentication to monitor different applications• Excellent knowledge with Lotus Notes application and troubleshooting• Monitoring Specialist for applications and servers hosted on Orange Domains such as CRM,SRC,MBI ……..etc• Member of the IT Office POD team an intermediate technical level between First and Second line of Support• Working As List Master for the List Distribution Service.• SPOC for PKI E-Token Project by communicating with the Business owner and coordinating the responsibilities and testing the administrative tools to troubleshoot the issues related to it. • Part of the Windows 7 Testing team on the Pilot phase.• Worked as a Mentor and a trainer for the new comers joining the IT Helpdesk Team, Educating and passing the IT Knowledge, Performing Weekly analysis of the tickets handled by them to make sure they are following all the guidance from a Weekly meeting.

Mobinil Shop , Suez Branch

-Worked as a Customer Care Representative at one of Mobinil shops-Dealing with Direct Mobinil Customers and up selling and providing information to the customers.