Osama Fayez Elsayed Email & Phone Number

Oman

Oman

• Overseeing global services delivery strategy, implementation, management and compliance with CL strategy within MEA Region.• Define, maintain and manage service delivery models aligned with the client.• Established centralized MEA team for support and delivery across the region.• Responsible for revenue, cost, profile & loss across MEA projects.

Sultanate Of Oman

• Managed Bayan Project to the final acceptance and customer satisfaction.• Define, maintain and manage service delivery models aligned with the client.• Participated in Bayan winning the best integrated government system in Oman 2018.

General Authority Of Customs - Doha, Qatar.

Managed support groups and level operations for Qatar Customs Clearance Single Window. Drove 24x7 team operations and implementations to achieve SLAs. Leveraged knowledge of SDLC best practices and Change/Release management processes to manage CRs and new requirements effectively. Established and maintained contractual obligations, KPIs, and SLAs for all vendors. Participated in the application of software testing automation tool. • Served as Transition Manager to take over Single Window App.• Successfully planned and directed critical implementations and integrations. • Conceptualized and implemented change management processes for diverse operations. • Achieved improved customer satisfaction scores by exceeding SLA targets consistently.• Participated in Saudi Arabia integration, in addition to MOI and other OGAs integrations.

British Petroleum Project (Bp Egypt)

Collaborated closely with BP IT&S and IT Operations Management teams as SPOC to deliver services in alignment with contract, policies, and procedures. Oversaw and supported daily IT operations including multiple cross-functional teams. Led all staff communications, vendor and third party performance, and technology resource support. Developed and presented monthly, quarterly, and annual reports on performance, gaps, risk, achievements, and status. • Proactively identified and aggressively resolved gap through the analysis of survey from Customer & Service Delivery Engineers. • Increased customer satisfaction and contract renewal with the implementation of value-driven study and resolution of all gaps identified. • Built, delegated, and support ITIL processes such as Incident and Change Management. • Earned Appreciation Certificate from BP Energy Management for excellent performance.

Its - Gdc

Managed Service Desk team in remote and physical support of offices in 18 countries, delivering comprehensive support to end users on the 24x7 basis. Managed on-site engineers for 5 locations throughout Egypt, served as 2nd level escalation team members and established call policy of L1 & L2 Engineers. Directed incident management at all levels of support to minimize business impact, analyzing root cause and resolving complex issues. Participated in ongoing internal and external audits such as ISO 27001, IS 20000, and CMMI. • Launched centralization service approach applied to operations in Middle East branches. • Successfully established strong, devoted delivery team with the diverse skill set able to provide 24x7 support on all sites. • Effectively applied ITIL service processes from Incident & Problem Management to change management cycles, and transferred ITIL knowledge global team members.• Played integral role in culture shift and growth from local IT support mentality to remote and centralized support approach. • Mentored junior team members and peers to complete ITIL certifications and identify continuous improvement opportunities.

Suez Canal Container Terminal (Scct)

Suez Canal Container Terminal (SCCT) is a private joint venture company which has obtained the concession to build, operate, and manage this new terminal; SCCT now became one of APM terminals. Monitor and manage File servers, Email server service, Internet Connectivity, and Network Traffic. Leading the Tech. Support Engineer team during day and night shifts. Installed, applied and managing MS WSUS (MS Windows Server Update Service) in SCCT. Installed and applied GFI LAN guard, for deploy service packs, patches and also deploying custom software. During Operations following up and troubleshooting all equipments, Software, Network, wireless network, support all Container Handling Equipment (CHE) remotely by using wireless Network, and Unix Server. Install, configure, and manage the Access points for the entire terminal. Install, maintain, and configure all equipments in the terminal (MX5, VX5, MX3, and VX3) as a software and hardware wise. Support Operations in maintenance of technical data communication (i.e., VMT, HHT, Base Station, network control, wireless antenna, fiber optic cabling). Administrate and manage LAN, Exchange Server, backup exchange, managing file server, Install and test software upgrades, Help Desk for users, optimizing customer services, and ensure anti-virus software is updated and current, thus providing security necessary for the network Support remote users, ensuring optimum modem, e-mail service and security. Support RBS Software (TOPO and TOPX) systems under UNIX environment.

RAYA ACADEMY is one of leader of Academic Training and Professional Services in Worldwide; it is also a CTEC "Certified Technical Educational Center" from Microsoft and Business Partner.; Maintaining and administering the company's network (Routers, Switches, Modems, Etc) under Windows 2000 environment.Supervise and manage the IT support team to reach the customer satisfaction, and the Company objectives.Responsible for updating all hardware and software.Responsible for installing Education labs by manual installation, (Using Norton Ghost through Network) or Unattended installation based on Microsoft Solutions like: Win2000, Office, MS Exchange 2000, MS ISA Server, V. Studio. Net and Installing the Software for MCSE and MCDBA tracks.Responsible for VUE exams in Academy.Trouble-shooting E-mail services, Internet and Network.Using MS System management Server (SMS) for installing packages for the remote clients, collect Software and hardware inventory, follow Network Traffic, remote support and maintenance. Etc.Responsible for Installing and configuring MS Software Update Service (SUS Server).

Raya is the largest Egyptian national holding company specializing in the IT and Telecommunication industries. With focus on the Middle East and Africa, Raya owns several subsidiaries operating in five different lines of business and professionally covering all aspects of the IT and TelecommunicationsResponsibilitiesParticipated in Brokerage project, which was deployed on for EFG-Herms Co. from testing Software, Deployment to Customer support.Participated in the erectioRaya is the largest Egyptian national holding company specializing in the IT and Telecommunication industries. With focus on the Middle East and Africa, Raya owns several subsidiaries operating in five different lines of business and professionally covering all aspects of the IT and Telecommunicationsn and running of the Rayasoftware computing infrastructure.Went to Burundi (East of Africa) and installed, trained, and demonstrated Rayasoftware products there, including electronic signature, document management, SMS messaging and Work flow systems.Performed after sales support for Rayasoftware products including. Signature Storage and Retrieval (SSR and SignMaster ), Document Management ( TamPro) and Messaging Application (Mersal ) .

Helped offshore customer in the usage of the company-wide apparel applications.Tested software to ensure its conformance to the standard quality.

Sakhr is the world leader in Arabic language processing technology, the company pioneered a new generation of Arabic Natural Language Processing (NLP) technologies at a time when international software developers were reluctant to sponsor any serious research or development to accommodate a difficult native language such as Arabic.; Tested software programs and reported bugs to developers.I have participated in the testing of many products including, Arab Poetry, Automatic Categorizer, Arabic Morphology, IDRISI Enterprise Edition, IDRISI Internet, School Management.

Postgraduate Degree, Business Administration Diploma

Bachelor'S Degree