Islam Sharawey Email & Phone Number

Dubai, United Arab Emirates

Egypt

Giza, Al Jizah, Egypt

Maadi

•Manage and monitor all installed systems and infrastructure•Install, configure, test and maintain operating systems, application software and system management tools•Proactively ensure the highest levels of systems and infrastructure availability•Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes•Maintain security, backup, and redundancy strategies•Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks•Participate in the design of information and operational support systems•Provide 2nd and 3rd level support•Liaise with vendors and other IT personnel for problem resolution•Think outside of the box to implement innovative and effective solutions.•Adapt quickly to obstacles and changing demands.•Evaluate systems and make recommendations for improvements and solutions.•Talk with customers and understand their needs, communicating the requirements and timeline for their system plan.•Work with a team to ensure projects are completed effectively and efficiently.•Propose and create system design models, specifications, diagrams, and charts to provide direction to system programmer and development teams.•Design and perform server and security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies.•Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.•Monitor and test system performance; prepare and deliver system performance statistics and reports.•Collaborate with network staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes. •Work with executive team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues.

Smart Village

• Managing back end for “sieble ,tibco , provisioning “• Support individual cases & global• Support around 5000 agents “Vodafone Egypt customer care”

designed and implemented v-connect application which Develop Web Application secured with server to link multi applications in one , the application features will be much easier , provide accurate results , multi search fields , accurate slot & ports …..Etc. Impacts:1. Enhance Customer & Agent Experience2. solve the problem during call3. Improve FCR 4. Save over 16 Millions EGP per Year (Abusers & system Gaps)5. Decrease AHT Business Goals: 1. Enhancing customer experience & NPS2. Facility the process through troubleshooting during calland :1. Manage Business Process Improvement communications2. Provide process improvement support3. Develop Business Improvement standards to ensure consistent approach to Business Improvement between and among teams4. Organizing, evaluating, planning and implementing improvements in business processes and Practices.5. Organizing, evaluating, planning and implementing improvements in business processes and Practices.6. Reviewing processes to measure effectiveness and ensuring continuous process improvement7. Analyzing complex quality and performance issues while developing appropriate Recommendation8. Facilitating process implementation, establishing quality targets and developing reporting Solutions to convey actual performance9. Responsible for quantifying expected results, reporting on process improvement progress, and Ensuring post-implementation benefits are measured and realized10. Act at a change agent, cultivating relationships and inspiring functional owners to drive Continuous process improvement efforts.11. Coordinate and facilitate delivery of project objectives.12. Track progress and review project tasks to make certain deadlines are met appropriately.13. Proactively communicate project status, issues

Zahraa

Responsible for Internet Solution for USB Modems , 3G Routers , ADSL Technical and Billing , IPhone , Blackberry , Android and windows 8 Phones

• Best agent of AHT at September 2012 TE-Data Technical Call Center