Basic Info

Ahmed Fawzy

10 years

El Sheikh Zayed, Egypt

Master's Degree

Manager

Work Experience

Operational Performance & Quality Manager at Ericsson

Experience Details

Operational Performance & Quality Manager

Project/Program Management

Manager

Operational Performance & Quality Manager

• Apply Service Delivery Process and Models.
• Drive Performance Management,
• Responsible for All Department KPIs Improvements,
• Responsible for NRO Rollout Process Implementation or Improvements,
• Responsible for Authorized Serves providers (ASP) Management Governance,
• Responsible for Authorized Serves providers (ASP) Ranking,
• Responsible for Authorized ASP Dashboard and other ASP reports.
• Responsible for ASPs Quality Index from the audit perspective for all network roll-out operations done for all Mobile Operators Projects.
• Responsible for all improvement plans for the ASPs Quality Index.
• Single point of contact for the KPIs reporting to Regional (RMEA) level.
• Functional Manager for the Quality Auditors team.
• Appointed CU NEA NRO Tool Champion responsible for implementation for the NRO tools across all accounts and projects in Egypt.
• Develop the Quality Index Penalty Schema on Suppliers.


Company Details

Ericsson (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

https://www.ericsson.com/

Nov 2014 to Sep 2016 (1 year 10 months)
Service Desk Specialist at Ericsson

Experience Details

Service Desk Specialist

Project/Program Management, Operations/Management

Manager

Managed Service Professional

As part of the Ericsson transformation for the managed services portfolio to follow up with the ITIL V3 service delivery model, I was responsible for four different roles within the Operation and continue improvement processes (Change Management, Network Inventory Management, Problem Management and E2E Network Health-Check )

• Managing for 4 different teams, each working in different scope and different to fulfill the required service level agreement with our customer (Etisalat Misr).
• Leadership, recruitment, development and performance management of teams
• Process owner for all change management related activities and change review steering meetings
• Accountable for End-to-End change request cycle.
• Owns the processes for change control and planned violation handling. The change management process and all network changes directly reflect in the network inventory. Change management team shall control Network inventory management which collates all network infrastructure data and keeps it up to date.
• Accountable for CRs review for impact analysis and conflicting CRs rescheduling.
• Accountable for the Network Inventory database build and mentioning it up to date.
• Accountable for the delivery for all the root cause analyses.
• Accountable for buildup the problem management database up to date and the lesson learned to from all incidents to be shared with all technical teams across the back office and support teams
• Accountable for managing the lifecycle of all problems until permanents solution is implemented
• Full Responsibility for all the teams performance KPIs
• Full Responsibility for all the teams contractual SLAs towered the customer
• Single point of contact for all escalation related to the teams.
• Accountable for updating inventory database according to implemented CRs and new network elements integration.
• Drive root cause analysis of problems and eliminate repetitive issues.
• Develop and promote the effective functioning of problem management activities across all of NOC support and development areas.
• Received Certification of Recognition: a valued member of the Managed services delivery team for Etisalat Misr (Mar 2013)


Company Details

Ericsson (multinational)

Cairo, Egypt

N/A

Telecommunications

https://www.ericsson.com/

Apr 2014 to Nov 2014 (7 months)
Managed Service Customer Problem Manager at Ericsson

Experience Details

Managed Service Customer Problem Manager

Project/Program Management

Manager

Problem Management is the process responsible for managing the lifecycle of all problems.
The primary goal of the function is to prevent problems and resulting incidents from happening,
And to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

• Drive root cause analysis of problems and eliminate repetitive issues.
• Develop and promote the effective functioning of problem management activities across all of NOC support and development areas
• Problem analysis, identification, and remediation from incident tickets, monitoring, and other means. Proactive in identification of possible problems.
• Increase availability of systems by driving and owning analysis of problems. Ensure root cause and corrective action is determined to reduce number of incidences.
• Evaluates and make pro-active recommendations for actions to improve Problem Management processes as well as other services to provide efficiency in delivery of services;
• Working across functional teams to analyze all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions.
• Classify, define, and scope issues into projects that will drive down the total number of recurring problems and common issues.
• Through risk and impact analysis determine the appropriate actions to resolve problems including Known Errors documentation, automated responses, and problem remediation.
• Provide training to First and Second Level Assurance teams and support teams and business users on processes and problem tracking tools and tasks.


Company Details

Ericsson

Cairo, Egypt

More than 1000 employees

Telecommunications

https://www.ericsson.com/

Nov 2011 to Mar 2014 (2 years 4 months)
BackOffice RAN Integration & Data Configuration Team Leader at Ericsson

Experience Details

BackOffice RAN Integration & Data Configuration Team Leader

Project/Program Management

Manager

• Managing a team of 22 Back-Office and integration engineers.
• Responsible for the management of all configuration and integration activities of Network services and /or resources.
• Drive, facilitate and organize team activities and is full responsible for the delegated work that may affect services and/or resources operation and/or quality versus Managed Services organization contracted deliverables and SLA’s.
• Single Escalation point of contact for the RAN Back office team
• Has the authority to decide the needed procedures and routines to be invoked to ensure that configuration and integration activities are implemented according to the agreed requirements and SLA’s.
• Provide team leadership and coaching and close any competence gaps
• Lead creativity, risk-taking, and continuous improvements in workflow
• Working on improving team performance with has direct effect on the network KPIs.
• Securing the right competence ate the right time for the required activity,
• Resource Management for the team (interview for new hiring , vacations approval and coordination , team member recognitions , …)
• Lead the localization plane including the transition period for the managed services RAN BackOffice team, to replace all foreign STAs and ARPs with local resources that are capable perform efficiently
• Managing the RAN Back-office team activity with no Single Contractual KPI Violation from the team received during my period of team leading.


Company Details

Ericsson (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Apr 2010 to Nov 2011 (1 year 7 months)
Radio Access Network (RAN) Integration Service Engineer at Ericsson

Experience Details

Radio Access Network (RAN) Integration Service Engineer

Customer Service/Support

Experienced (Non-Manager)

Radio Access Network (RAN) Integration Service Engineer

Responsible for integration, configuration troubleshooting, expansion, Software upgrades, for all radio access nodes in both 2G and 3G technologies.
• Received a (Certificate of Recognition) for Perseverance and Commitment to "Etisalat Misr" Launched (in May 2007).
• Received a (Certificate of Recognition) for superior performance and extraordinary contribution toward the company’s growth (in Feb 2010).
• Lead the offshoring activity for the team 2G activity to be done remotely by GSDC India. And have travel to India for one month to do complete knowledge transfer for all technical issues, and process we have for 2G Integration/ Expansion to the team there, so that they will be capable of delivering the required services as required from our customer.
• Projects i work in
o Managed Operation - Etisalat Misr project (September 2009 - August 2010)
o Etisalat Access Network Rollout (September 2008 - August 2009)
o 3G Network Rollout for Vodafone Egypt (July 2007 to August 2008)
o Etisalat Misr Network Commercial Launch (January 2007 to June 2007)



Company Details

Ericsson (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

https://www.ericsson.com/

Jan 2007 to Apr 2010 (3 years 3 months)

Achievements


 Quality Index Penalty Schema on ASPs
 The NRO-SRS tool launch in VFE Egypt
 The NRO-SL tool launch in Vodafone Egypt
 The NRO-SL tool launch in Escalate Egypt
 The NRO-SL tool launch in Orange Egypt
 Participate in the NRO Effectivity KPI formulization , that is used across RMEA with the ASPs Management KPIs starting July 2015
 Actively participate in the GIAAP assessment in assessment of different Job roles in different service lines across RMEA



 Acting as Project Manager fo


 Lead the localization plane including the transition period for the managed services RAN BackOffice team, to replace all foreign STAs and ARPs with local resources that are capable perform efficiently.

 Managing the migration activity all access network to be working over IP (Iub/IP , Abis/IP , IU Links/IP

 Access Network Upgrade from 3G network from R7 to W10

 Managing the RAN Back office team activity with no Single Contractual KPI Violation from the team received during my period of team leading.



 Received a (Certificate of R

Education

MBA in Finance, Banking and Investment Management

Education Details

MBA

Finance, Banking and Investment Management

ESLSCA Business School, Egypt

A / Excellent / 85 -100%

N/A

N/A

ESLSCA Business School
2014 - 2016
Bachelor's Degree in Electronics and Communications Engineering

Education Details

Bachelor's Degree

Electronics and Communications Engineering

Cairo University - Faculty of engineering, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University - Faculty of engineering
1999 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

dar el hoda language school

Egypt

1998

A / Excellent / 85 -100%

N/A

dar el hoda language school
1998

Certifications

Certificate details

• Project Manager Professional (PMP) Certification

Jul 2013

N/A

N/A

N/A

PMI

N/A

Certificate details

• Ericsson Level One Leadership Assessment

Sep 2015

N/A

N/A

N/A

Ericsson

N/A

Certificate details

• Ericsson BUGS Experienced Integration Engineer Certification

Mar 2011

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

• ASP (Authorized Services Provider) Solution Establishment

Sep 2015

Ericsson Lebanon

N/A

Training/Course Details

Six Sigma Yellow Belt

Nov 2015

Ericsson Egypt

N/A

Training/Course Details

• Ericsson Fundamentals of Contract and Commercial Management Program

Oct 2014

Ericsson Egypt

N/A

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Last update 2 days ago.

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Profile Skills and Keywords

AnalyticalArabicBackOffice RAN Integration & Data Configuration Team LeaderBusiness-orientedContract ManagementCustomer ServiceElectronics And Communications EngineeringEnglishEricssonFinanceFinance, Banking And Investment ManagementHard WorkerLeaderMS ExcellMS ProjectManaged Service Customer Problem ManagerManagementOperation ManagementOperational Performance & Quality ManagerPersistenceProblem SolverProgram ManagementProjectProject ManagementRadio Access Network (RAN) Integration Service EngineerReading And LearningSAPService Desk SpecialistSix Sigma Yellow BeltSupportTarget AchievingTechnical RFPTelecommunications ASP (Authorized Services Provider) Solution Establishment Ericsson BUGS Experienced Integration Engineer Certification Ericsson Fundamentals Of Contract And Commercial Management Program Ericsson Level One Leadership Assessment Project Manager Professional (PMP) Certification

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS Project

MS Project

: Expert

: Extreme - I love it!

:

1-3 years

MS Excell

MS Excell

: Expert

: Extreme - I love it!

:

More than 7 years

SAP

SAP

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Project Management

Project Management

: Expert

: Extreme - I love it!

:

More than 7 years

Contract Management

Contract Management

: Expert

: Extreme - I love it!

:

5-7 years

Operation Management

Operation Management

: Expert

: Extreme - I love it!

:

5-7 years

Technical RFP

Technical RFP

: Expert

: High

:

1-3 years

Finance

Finance

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Leader, Business-oriented, Hard worker, Problem Solver

Online Presence

http://eg.linkedin.com/in/ahmedfawzy80

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