Mohamed Ebeid Email & Phone Number

New Cairo City, Cairo Governorate, Eg

Cairo Governorate, Egypt

The Solution Design Architect is responsible to provide Service management proposals (process, tool, people, and cost) for managed and integrated services bids enabling Orange to win profitable deals and maximizing SM sales throughout the sales life cycle from lead generation to operation.Interpret and analyze Customer’s Business needs and main concerns and match them with Orange Portfolio Solutions.Designing non-standard complex solutions including the ITSM, Infrastructure, Data, NW, Cloud, and Digital solutions/offerings during the project lifecycle Identify and clarify delivery and operational risks and their corresponding risk mitigation. Validation with internal stakeholders and customer Develop a profitable and successful Solution proposal including the transition and transformation of the customer's current mode of operation to the final mode of operationPresent Orange service management and integrated capabilities and proposal to customer technical, financial, and senior management.Negotiate contract terms with customers. Identification of reusable solutions and resources along with their documentation that is communicated to the sales/presales/ Account co-developed with Marketing, IT, and Operations teams.Document Solution proposal in Story Board to represent and visualize the end-to-end operational model including people, processes, and tools.Write solution proposal text (SLA, Statement of Work, and any specific Service Management schedules)Executing validated complex solutions while maintaining customer satisfaction levels.Ensuring smooth handover is performed between Presales / Build and Run teams by proper documentation and developing customer operational guide.Executing optimization initiatives during the Sales / Operation life cycle to maximize Profit margins. Develop SM market knowledge to differentiate company proposals from competitionInterface with Service Management teams to influence new solution offerings.

Egypt

Senior Operations Manager – Avaya VAS & Microsoft LYNCOrange: Telephony Operations Center Job Description: Managing a team of 15 members, supporting two different voice technologies. Acquiring new technologies and manage the team to provide the required support. Measuring team's KPIs and continually improve the performance for better service. Closely monitor Market technology changes and customer needs to help modifying the development plan, meeting customer future requirements. Working closely with service manager, business operations manager, product manager, GPO and handover manager to define operational team’s requirements to support voice services. Ensuring SLAs and team responses are complaint with given guidelines. Identifying training and development requirements. Running the operational teams supporting voice services and work closely with BOM/ CSM on Service improvement plans. Training & CertificationAchievements: Developed a new interlock document process with SCS to support Microsoft LYNC. Set up improvement plans to tackle faulty implemented requests. Arranged 34 different technical + 9 soft skills trainings for the team within 18 month. Team achieved 26 different certificates. Increased team productivity by 13 %. Organized LYNC vendor trainings for the department.

Egypt

Head of Incident Management Team Avaya VASOrange Business Services: Telephony Operations CenterJob Description: Managing two IT support teams (20 members ) Supervising the day-to-day Avaya-BTG teams in order to ensure outstanding customer experience, professional and consistent delivery of quality service to Orange Business Services customers. Achievement of operational targets while sustaining employee satisfaction. Meeting monthly with the engagement team to assess what is coming through new customer’s pipeline vs. current skills and be ready with the required skills. Working closely with service manager, business operations manager, product manager, GPO and handover manager to define operational team’s requirements. Evaluating all employees’ performance through score card report. Training & CertificationAchievements Modified Case Entrance Criteria templates Created a coordinator role for accepting requests from other teams & implementing them using right on time /right first time techniques. Support customer’s business campaigns. Nominated as Team of the Quarter for team continual development and process appliance that strongly helped in acquiring Avaya Platinum Partnership.(45+ tech. trainings & 41 tech. certificate ) Designed a customized service added to service portfolio. Process interlock development :-1-Developed Interlock document process between different teams to ensure smooth handling of tickets within the company.2-Modified the interlock between different SDs and TOC to ensure smooth operational workflow.3-Provided training to SD teams to ensure right on time/right first time KPIs are always maintained. Participated in designing a new service in the Service catalogue at the SD level (First call fix service) presented to the customer. Encouraged team members to create new handy technical tools that speed up our daily routine tasks. Increasing productivity of my team by 10% each quarter.

Egypt

Customer Technical Support Incident/ Problem mgmt. SupportOrange: Telephony Operations Center (May 05 - Jan 08)Job Description: Providing Expert Level in Technical Support, Consultation, and Advanced Implementation and Migrations in AVAYA IP telephony Convergence networks. Resolving complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. Call Center & CMS Implementation and support. Acting as the high level of technical escalation within Customer Operations and support the internal operational entities towards problem resolution. Responsible for the verification and/or recommendation of the correct and appropriate hardware/software customer configuration of equipment. Working closely with Vendors and Service Providers to adequately test and resolve hardware/software issues. Documenting all troubleshooting and case management actions via the electronic case management system.Achievements : Created upgrade documents guiding members on different upgrade types. Created -known error- document and published it through the intranet. Accepting and assigning all the Major changes to CTS2 team members. Upgraded Customer HUB including 30+ Circuit Packs, 100+MGs, 100+ LSPs & 7000+ IPT phone. Conducted knowledge transfer sessions to different customer facing teams.

Connecting Customer branches through company VPN

Msc, Buisness Aministration, A

Activities and Societies: Major1: Startegic Management Major2: Marketing Masters of Business Administration2018

Bachelor, Computers And Electronics

My Bachelor of Computer and Electronics