Ahmed Sélim Email & Phone Number

Dubai, Ae

United Arab Emirates

Dubai, United Arab Emirates

- Leading 2 Teams of 2 Team Leads & 12 Specialists.- Monitoring the Team achievements and each FTE’s performance.- Appling the ITIL framework.- Developing the Team capabilities by enhancing individual’s points of strength and working on each FTE’s point of weakness.- Communicating Teams PD.- Participating in drafting the team/company strategy and transforming it to measured KPIs.

Cairo, Egypt

- Leading a Team of 10 Specialists.- Monitoring the Team achievements and each FTE’s performance.- Appling the ITIL framework.- Developing the Team capabilities by enhancing individual’s points of strength and working on each FTE’s point of weakness

Cairo, Egypt

- Leading a Team of 7 Specialists and 4 Subject Matter Experts.- Monitoring the Team achievements and each FTE’s performance.- Developing the Team capabilities by enhancing individual’s points of strength and working on each FTE’s point of weakness.- Communicating the Performance dialogue to each team member.- Maintaining a green score card by achieving and monitoring the Team’s KPIs.- Build the team strategy to comply with the organization strategy.- Leading by example.- Appling the ITIL frame work.- Responding to result of NPS and take the appropriate action to insure a higher customer satisfaction.

Egypt

- Responsible for dealing with any escalation P1&P2 incident and to provide solutions within the agreed and challenging SLA.- Responsible for preparing all new comers by delivering the required training for the job including the tech training and the soft skills.- Provide second line technical support for VGE customers across the Vodafone footprint globally to VGE products and solutions related issues on 24/7 technical Service Desk basis within agreed SLAs.- The Service Desk handles both incidents and service requests including set up of the solutions, as well as providing an interface to users for other Service activities including both Incident Management and Configuration Management along with IT Service Continuity Management according to ITIL Standards.- Log incident, perform diagnostics and analysis of the issue, resolve or escalate it to the relevant stakeholder, follow up and close case upon resolution.- When an incident is unresolved, the Service Desk is required to co-ordinate parties via teleconference to resolve the issue and communicate its RCA to the concerned parties involving different managerial levels according to the impact and priority of the incident.

Egypt

- Provide first line technical support for VGE customers across the Vodafone footprint globally to VGE products and solutions related issues on 24/7 technical Service Desk basis within agreed SLAs.- Team serves as a SPOC to meet the technical communications needs of MNCs, local OPCOs, Partners, Affiliates, 2nd level providers and vendors.- Log incidents, perform diagnostics and analysis of the issue, resolve or escalate it to the relevant stakeholder, follow up and close case upon resolution.- When an incident is unresolved, the Service Desk is required to co-ordinate parties via teleconference to resolve the issue and communicate its RCA to the concerned parties involving different managerial levels according to the impact and priority of the incident.- The Service Desk is also the focal point for reporting Incidents and outages to MNCs making Service Requests. - The Service Desk handles both incidents and service requests including set up of the solutions, as well as providing an interface to users for other Service activities including both Incident Management and Configuration Management along with IT Service Continuity Management according to ITIL Standards.

Egypt

- The main role was to purpose a world class service compliant with ITIL standards to more than 170 customers with foot prints all over the world. - The Service Desk handles both incidents and service requests including set up of the solutions, as well as providing an interface to users for other Service activities including both Incident Management and request fulfillment.- Managing SLA and maintaining a green score cards Vs all KPIs applied on the Team (AHT,FCR,ART,SLA & Customer Satisfaction)- Participating in all customer’s onboarding activities.Achievements: - Chosen as a CXX champion as I was able to negotiate with France Local Ops to gain a new line of business support in French language.- Adding 3 more FTs and gaining 6 access rights to the Local Operator Internal System.- Handling 60% of the OPA work and transactions.

Cairo, Egypt

Title: Technical Support Advisor at XBOX account “Microsoft”- Act as primary point of contact for the Multinational Corporate Global / Regional Helpdesks.- Receive and record all calls from 2nd line and co-ordinate resolution.- Monitor all users Service requests and ensure orders fulfillment according to SLA.- Escalate resolution of incident where there is a breach of SLA.- Liaising with all support functions and the rest of the group to resolve technical related queries.- Work as a part of the team to ensure the department offers World Class Customer Service at all the times.Title: Technical Support Advisor at SIRIUSXM Canada (Satellite Radio Service)- Act as primary point of contact for the Multinational Corporate Global / Regional Helpdesks.- Receive and record all calls from 2nd line and co-ordinate resolution.- Monitor all users Service requests and ensure orders fulfillment according to SLA.- Escalate resolution of incident where there is a breach of SLA.- Liaising with all support functions and the rest of the group to resolve technical related queries.- Work as a part of the team to ensure the department offers World Class Customer Service at all the times.- Handling hard calls and dealing with user’s escalation.- Managing the ticketing tools and extracting all required report from my TL.- Upselling new features related to the supported product.

Cfcc Monira, Cairo

- Managing 17 instructor with Ages between (23Yrs-58Yrs).- Creating the learning materials.- Managing more than 300 trainee from different French universities.- Coordinating all the decisions taken from the direction to all instructor. - Handling the Team members escalations and responsible to discuss it with the center director.Achievements: - Created a new full System of Evaluation for the center after gaining the knowledge from the University of Franche-Comté, Besancon, France.- Contributing in creating a new learning material for all classes and still being used until now.

Cairo, Egypt

- Act as primary point of contact for the Multinational Corporate Global / Regional Help desks.- Receive and record all calls from 2nd line and co-ordinate resolution.- Monitor all users Service requests and ensure orders fulfillment according to SLA.- Escalate resolution of incident where there is a breach of SLA.- Liaising with all support functions and the rest of the group to resolve technical related queries.- Work as a part of the team to ensure the department offers World Class Customer Service at all the times.

Le Havre, La France

- Instructor at Claude Monet high school, Le Havre.- Instructor at Saint Joseph high school, Le Havre.- Arabic Translator at Port Océan high school.- Jury of the Yearly Academic Debate of Foreign Languages.- Instructor at Al-Salam Cultural Center.

Cairo

- Act as primary point of contact for local Internet Users.- Receive calls from end users and provide resolution.- Escalate resolution of incident where there is a breach of SLA.- Liaising with all support functions and the rest of the group to resolve technical related queries.

Education record

• Six Sigma Institute April 2018 • Six Sigma Certificate number (22408914921339

Education record

• Axelos Limited Feb 2018 • PRINCE2 Certificate number (GR633097908AS)

Education record

Activities and Societies: ITIL® V3 practitioner Vodafone Version.ITIL® V3 practitioner Vodafone Version.

Education record

Education record

Certified FDF. “Formateur Des Formateurs” (TTT – Train the Trainers in FR)

Education record

• Strategic management • Effective communication skills. • Presentation and public speaking skills. • Training in Management of Small.

Bachelor'S Degree, French Language And Literature

Leadership Training For Managers Certificate 2021, Leadership Training For Managers

Activities and Societies: Leadership Training for Managers Certificate 2021Leadership Training for Managers Certificate 2021