Basic Info

Tarek Amr

More than 15 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Senior Technical Account Manager at Dell Inc

Experience Details

Senior Technical Account Manager

Customer Service/Support

Manager

Responsibilities :
- Engage with Senior Management/Director & C-level in Account organization to make sure that the support services delivered are aligned to Account strategies.
- Help define the technology roadmap across assigned accounts located in MEA
- Manage and motivate local and virtual teams of services professionals.
- Focus on operational effectiveness and drive increased productivity through effective management, strategic initiatives and day-to-day cadence.
- Creates yearly TAM Delivery Framework and Support operation guide for all strategic assigned customers and partners – focus criteria high profile revenue P3/P4.
- Acts as a customer/partner advocate, Dell liaison and trusted advisor.
- Follows-up on the customer/partner satisfaction survey results or any actionable feedback received from the customer/partner.
- Entrepreneurial spirit/approach and drives adoption of Support programs.
- Maintain services contracts P&L sheet for all managed countries.
- Engage in "critical situations" as well proactively identify and resolve operational issues.
- Maintain high level of Dell assigned customers by being part of the account team (Sales, Renewals, Consulting…etc.) To assure a customer centric approach alignment.
- Identify and maintain SLA renewal revenue for top key accounts in each country.
- Maintain customer/partner updated data and engagement in company CRM (SFDC).
- Apply Dell services best practice and Maintain Dell SLA among managed accounts.
- Ensure 'Resolution and Contingency' plans are affected and technical problem resolution proceed as per process commitments.
- Maintain updated Tech knowledge for main Dell products portfolio L100 certified.


Company Details

Dell Inc (multinational)

Cairo, Egypt

More than 1000 employees

Information Technology Services

www.dell.com

Dec 2011 to present (5 years)
Principale Service delivery manager at Oracle Corp

Experience Details

Principale Service delivery manager

Customer Service/Support

Experienced (Non-Manager)

Principle Service Delivery Manager – Oracle Corporation (EMEA), Global Support Service Centre, Cairo, Egypt

Responsibilities :
- Virtual and local teams’ management to meet customer critical milestones.
- Identify business needs and participate in business development activities.
- Document and design new services aligned with company’s process and procedures.
- Ensure SLAs deliverables are totally met according to Oracle quality standards and within the predefined timelines.
- Trusted advisor, Customer advocate liaise between Oracle support and customers.
- Facilitate best practice assessment and represent Oracle in all strategic meetings.
- Manage a good relationship with management within my strategic account(s) and partners and Prepare annual engagement plans and follow-up resource allocation.
- Participate in pre-sales activities and promote other Oracle support services.
- Represent Oracle in Quality audit review (ISO) compliance.


Company Details

Oracle Corp

Cairo, Egypt

More than 1000 employees

Information Technology Services

www.oracle.com

Aug 2006 to Dec 2011 (5 years 4 months)
IT Manager at Magrabi Hospitales

Experience Details

IT Manager

Operations/Management

Manager

IT Manager – MAGRABI Hospitals & Centres, KSA & GULF.

As an IT Manager, I supervise the IT Department to ensure the quality and delivery of IT systems for all hospitals and medical centers. These efforts fulfilled timely, within budget, and in accordance with IT operating standards.

Responsibilities :
- Ensure consistently strong operational support for all internal IT systems and users, minimizing any system outages.
- Maintain excellent product knowledge and apply it to deliver full system benefits.
- People Management, managing 12 Technical engineers distributed around Gulf.
- Understand, fully, the legal requirements on IT governance and security.
- Identify current and future system needs and provide solutions for the identified needs.
- Manage communication channels with vendors and technology partner’s assessment.
- Prepare company’s training plan for all IT employees. Focal point of communication with software house. Handle customizations requirements and testing.
- Tech Lead manage application support staff in day-to-day troubleshooting activities.
- Prepare Company’s data Migration plan from old structure to new structure.
- Supervise the IT Department on a daily basis.
- Build strong internal working relationships with all Departments


Company Details

Magrabi Hospitales (multinational)

Jeddah, Saudi Arabia

More than 1000 employees

Healthcare and Medical Services

N/A

Feb 2001 to Aug 2006 (5 years 6 months)

Education

BA in Business Administration

Education Details

BA

Business Administration , Accounting

Faculty of commerce english section cairo university, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of commerce english section cairo university
1994 - 1998

Training and Courses

Training/Course Details

ITIL V3

Feb 2011

Talking Trade - UK

N/A

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalArabicBusiness AdministrationBusiness-orientedCustomer ManagmentCustomer ServiceDatabaseDell Enterprise ProductsDell IncEnglishEntrepreneurFrenchGYMHard WorkerHealthcare And Medical ServicesIT ManagerITIL V3Information Technology ServicesLeaderMagrabi HospitalesManagementMicrosoft OfficeOracleOracle DatabasePrincipale Service Delivery ManagerReadingSAN , NASScuba DivingSenior Technical Account ManagerServices Sales And Account ManagmnetSportsSupportSwimmingUNIX

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Oracle Database

Oracle Database

: Expert

: Extreme - I love it!

:

More than 7 years

UNIX

UNIX

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

SAN , NAS

SAN , NAS

: Expert

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Services sales and account managmnet

Services sales and account managmnet

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Managment

Customer Managment

: Expert

: Extreme - I love it!

:

More than 7 years

Database

Database

: Expert

: Extreme - I love it!

:

More than 7 years

Oracle

Oracle

: Expert

: Extreme - I love it!

:

5-7 years

Dell Enterprise Products

Dell Enterprise Products

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Leader, Business-oriented, Hard worker, Entrepreneur

Online Presence

https://qa.linkedin.com/in/tarek-amr-b9833319https://www.facebook.com/tarek.amr.587

Tarek is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Tarek's full profile and find more great talent and professionals to join your team.