Peter Estephan Email & Phone Number

Cairo, Egypt

• Responsible for developing customer relationships that promote retention and loyalty. This role ensures that customers are satisfied with the company's products and services, provides high-level technical support, and.
• Customer Relationship Management: Develop and maintain strong relationships with customers to enhance retention and loyalty, acting as the primary point of contact.
• Revenue Achievement: Meet revenue targets through effective management of renewals and identification of upsell opportunities within existing accounts.
• Client Engagement: Build trust and long-term partnerships by addressing client needs and ensuring satisfaction with products and services.
• Data Analysis: Analyze customer data to identify trends, improve success metrics, and develop strategies for enhanced customer outcomes.
• Issue Resolution: Serve as the main contact for strategic clients, resolving issues promptly and communicating effectively.

Cairo, Egypt

• As a Change Ambassador, I act as a catalyst for organizational change, working closely with various stakeholders to facilitate the successful implementation of change initiatives regarding the culture & target.
• Catalyst for Change: Facilitate the successful implementation of change initiatives related to organizational culture and target operating models, supporting individuals and teams in adapting to change.
• Leadership: Lead over 30 local change ambassadors at the Egypt site.
• Stakeholder Collaboration: Work with senior leaders, managers, and teams to understand and manage the objectives, scope, and impact of change initiatives.
• Strategy Development: Create and execute change management strategies and plans to promote effective adoption of changes.
• Risk Management: Identify and address potential risks, challenges, and resistance to change with proactive strategies.

Cairo, Egypt

• Service Development: Lead design and adaptation of processes and tools for deploying new or evolving products within operational entities.
• Project Delivery: Ensure projects are completed on time, within budget, and maintain high quality for both customer and operational journeys.
• Quote-To-Bill Process Management: Oversee all phases including quotation, commercial ordering, service transition, service operation, billing, and digitalization (customer portals and/or processes).
• Requirement Analysis: Understand business requests, analyze requirements, and collaborate with stakeholders to co-develop services, integrating business processes and IT development.
• Deliverable Creation: Develop and deliver process and tool evolutions to ensure alignment with the organization's global strategy.
• Subject Matter Expertise: Serve as the primary contact for marketing and project-related expertise during the project lifecycle.

Cairo Governorate, Egypt

• Single Point of Escalation: Act as the primary contact for all escalation issues.
• Project Assignment: Allocate team members to various projects.
• Service Improvement & Handover: Oversee end-to-end service delivery, coordinating with Operations Architects, Voice Services Managers, Operational Teams, and Product Management for designated customers.
• Operational Readiness: Evaluate actions from operational perspectives throughout pre-sales, design, implementation, and post-sales phases, engaging with relevant stakeholders as needed.
• Post-Implementation Communication: Work with Customer Service Managers and Operational teams to address issues and ensure smooth transitions from implementation to operations, correcting processes and data integrity as.
• Project Kickoff: Participate in initial project meetings to share vision, proposed solutions, and deadlines, and to outline potential concerns and processes.

Egypt

• Customer Requirements Analysis: Conduct thorough analyses to understand client needs and expectations regarding IP telephony solutions.
• Pre-Sales Support: Act as a pre-sales consultant, contributing to organic growth activities and providing insights during the sales process.
• Design and Planning: Create low-level design deliverables, including detailed migration scenarios and acceptance test plans.
• Configuration: Perform remote and on-premise configurations to ensure successful deployment of solutions.
• Customer Communication: Engage directly with customers to gather necessary technical information for effective design, order validation, and project execution.
• Post-Implementation Support: Provide fine-tuning, troubleshooting, and remote support during the acceptance phase to ensure smooth operation.

Cairo, Egypt

• VoIP Implementation: Execute projects using Unified Communications Manager (versions 4.x through 7.x) and Unity Connection, ensuring seamless integration and functionality within the network.
• Unified Messaging: Implement and manage Unity Unified Messaging systems to enhance communication efficiency.
• Contact Center Solutions: Oversee implementations of IP Contact Center Express and Unified Contact Center Express (IPCC Express, UCCX), optimizing customer service and support operations.
• Technical Expertise: Leverage significant experience with modern VoIP technologies to troubleshoot and enhance voice and data network environments.Notable Clients:
• Nestle Foods
• Golf Porto Marina

Cairo, Egypt

• Responsible for the architecture, implementation, and operations of Layer 2 and Layer 3 networking technologies. Involves managing switching, bridging, and routing protocols to ensure effective network performance and.
• Layer 2 Switching: Design and implement Layer 2 switching architecture, including the configuration and operation of VLANs, Spanning Tree Protocol (STP), and VLAN Trunking Protocol (VTP) to meet networking.
• Layer 3 Routing: Oversee the architecture and implementation of Layer 3 routing protocols, ensuring efficient data flow and network reliability.
• Network Security: Ensure that all Layer 2 and Layer 3 configurations are secure and adhere to established security protocols.
• WAAS Implementation: Lead the implementation of Wide Area Application Services (WAAS) projects, utilizing both Inline Interception and WCCP Interception techniques to enhance application performance over WAN.

Cairo, Egypt

• Incident Resolution: Quickly address and resolve Level 1 support tickets while ensuring timely escalation of Level 2 and Level 3 tickets to specialized groups as needed.
• User Interaction: Engage with end-users to identify, evaluate, and prioritize their problems and complaints.
• Problem Analysis: Analyze issues and formulate effective resolution plans using all available technical resources.
• System Setup and Maintenance: Build and configure new desktops and laptops, set up software standard images, and perform proactive visits to remote sites to ensure systems are updated.
• Hardware and Network Support: Provide hardware break-fix support, LAN support, and telephone support, primarily focusing on computers and printers.
• Team Collaboration: Work collaboratively with other teams to understand ongoing projects and their implications for the Helpdesk.

Cairo, Egypt

As an IT Helpdesk Engineer, being the first point of contact for employees and clients seeking technical assistance. The primary responsibilities include troubleshooting and resolving technical issues, providing exceptional customer service, and ensuring a smooth operational environment for all users.

Master Of Business Administration - Mba, Digital Transformation

Bachelor'S Degree, Computer Engineering

Computer Department Graduation Project: Face Recognition Face recognition technology compares a current image to images in a database.

Secondary Degree