Fady Philip Fawzy

Orange Business Services

• SD-WAN Technical ExpertFull Time

  Aug 2022 - Present -2 yrs, 11 months

  Egypt , Cairo

  • Job Details:• Serve as the professional first point of contact for customers, offering technical expertise and support. • Act as a technical escalation point within the team, ensuring prompt and effective resolutions. • Maintain knowledge management and act as the keeper of relevant information. • Take responsibility for escalated tickets and contribute to monthly trend analysis reports shared with the account team and senior customer management. • Raise and follow up on TAC (Technical Assistance Center) cases related to open incidents with Cisco. • Provide regular updates to customers to meet performance objectives. • Perform technical escalations in accordance with company procedures. • Collaborate and communicate with internal and external entities to address and resolve issues. • Build strong relationships with peers, management, and clients.
• Senior Change Implementation OwnerFull Time

  Jul 2021 - Jul 2022 -1 yr

  Egypt , Cairo

  • Job Details:Monitor and report on the quality of first-time-right, on-time change implementations. • Audit completed and ongoing change requests to ensure adherence to technical, process, and quality standards. • Guide colleagues in assessing, validating, classifying, and determining the impact of requested changes based on complexity. • Share knowledge and information with colleagues to ensure comprehensive understanding from technical, process, and quality perspectives. • Monitor and manage the backlog of change requests, reassessing and validating them to minimize delays and proactively addressing any missing information. • Prepare implementation plans for pre-migration projects. • Manage project and bulk change requests using established processes and procedures. • Act as the single point of contact for weekly MPLS task force calls with the customer, addressing urgent changes and answering major operational technology site questions. • Manage pilot requests for new operational technology (OT) sites, collaborating with customers and expert teams to assess and validate technical and process aspects. • Oversee WAN (Wide Area Network) soft-upgrade requests, acting as the primary contact for the process and Service Improvement Plan, and working with the Customer Success Manager (CSM) team to ensure optimal work instructions aligned with best practices. • Assess WAN bandwidth upgrade requests and update the Low-Level Design (LLD) with the new required speeds according to OBS standards.
• Change Implementation OwnerFull Time

  Nov 2019 - Jun 2021 -1 yr, 7 months

  Egypt , Cairo

  • Job Details:• Assess requests for change that originate from incident management, problem management, release management, or continuity management. • Validate and classify the change request according to its complexity defined in the change catalog. • Register changes as needed to handle change requests or receive change requests from other change initiators. • Determine the risk and impact of requested changes. • Prepare implementation plans by creating tasks. • For complex changes liaise with the correct entity to get the change implemented in the agreed time as per SLA with the Customer. • Monitor the progress of changes. • Ensure and monitor the delivery of change implementation within agreed lead times. • Perform the pre-checks before the change window time. • Guide the field Engineer for all scheduled change activities. • Perform the implementation and post-implementation review. • Check with the customer that his application is running with no problems. • Send success report to all involved entities after completing the change • Once the change process is completed, the entire process should be documented in a database (CMDB) that all stakeholders can access. • Assess, prioritize, respond, and report on time for expedited requests.