Ramez Nabel Email & Phone Number

Egypt

Kuwat

• As head of technical support team my role was to manage support requests from customers local and abroad , distribute the load of the support request to my team and manage customer satisfaction and align the final solutions with customer needs and within the agreed SLAs • Managed and audited the performance and SLAs of the onsite support engineers • Provided advanced technical support on critical incidents on 24/7 basis• Managed and communicated tickets raise ,defects and patches with BMC ™ Support • Provided technical and advanced training / knowledge transfer to my team and another technical teams • Created , edited and revised technical documents

Egypt

• As moving to Vodafone Egypt as remedy expert outsourced by Cybermak I have worked with Vodafone Business Automation team to 1- Stabilize and enhance system performance after upgrade project from version 7.6.4 to 8.0.1 2- Enhance and revamp the customization applied on the system as per as the business needs 3- Guide and [provide advanced technical help to the team at Vodafone4- Design and document and implement customization as per as business need 5- Design the telecom and business services CMDB classes required for sync network components data with Ericsson inventory management ™ (EIM) 6- Inquired knowledge on the design and implementation of the telecom industry management processes7- Provide consultation on the IT management process and align the organization with the ITIL best practices

Kuwat

• As part of implementation team , my role involved gathering customer requirements , documenting and implementing BMC ITSM solution including the integration and reporting for telecommunication customer in Tanzania • Worked as onsite support engineer for telecommunication customer in Bahrain for 6 months and my primary responsibility was support. configure , implement system customizations and maintain AR server / ITSM service continuity and stability • Designed , and implemented based on customer requirement a fully customized solution over AR System to help a holding company in Kuwait to track and manage shareholders , cash flow , budgets of all holding company shared companies• Supported and implemented many variations and customization on ITSM and Remedy customer support application for customers locally and remotely • Implemented a BMC analytics and Dashboard analysis project in Abu Dhabi for government sector customer

Kuwait

• Implemented and supported various AR system fully custom application solutions for service quality measurement and complaint system for retail industry lead in Kuwait • Supported and administrated remedy Customer support system ™ for banking and telecommunication customers in Kuwait

Egypt

• Designing, developing – managing in house application software for DSL/ broadband reseller managing system