Basic Info

Hazem Elabd

More than 15 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Service Delivery Manager at IBM

Experience Details

Service Delivery Manager

Project/Program Management

Manager

Manage team to achieve operation targets of service quality, resource fulfillment, business operation, business controls compliance, financial and productivity:
• Support Service Quality
o Drive delivery team to achieve SLA/SLO Objectives.
o Ensure team meet/exceed customer satisfaction target.
• Resource Management
o Hire and fulfill new demands with the necessary skills to execute project responsibilities.
o Address the skills gaps of delivery team members and devise action plan to ensure that all delivery team members have adequate skills sets with client’s requirements.
o Provide training/mentoring on service deliverables to newly hired resources.
o Provide training/mentoring on service deliverables to existing resources in order to upgrade their skill level and thereby enhance quality/productivity
• Delivery Management
o Issue management and crisis handling.
o Exception handling and new business exploration.
o Work with team leader to manage the workload/performance of delivery team.
o Maintain key members and backup resource information for Business Continuity Plan.
Communicate to global service line for competency sharing.
• Business Controls
o Ensure the business control procedures are followed and documentations are in control.
o Maintain a satisfactory audit posture, zero audit exposure and violation.
• Pre-sales Activities
o Product presentations and demonstrations
o Support with technical qualification of sales opportunities
o Provide answers to (technical) questions in a Request for Information(RFI) or a Request for Proposal(RFP)
o Create POC implementation plans and monitor the approval process
o Deliver Proof Of Concepts(POC)
Project : Development & Support of ERP & CRM Applications for Orange Egypt


Company Details

IBM (multinational)

Giza, Egypt

More than 1000 employees

Information Technology Services, Telecommunications

N/A

Dec 2012 to present (4 years 9 months)
Program Manager at Openet

Experience Details

Program Manager

IT/Software Development

Manager

•Manage integration projects through all phases of project life cycle - analysis, design, development, testing, implementation, and post-production support.
•Developing and maintaining a detailed project plan includes (Scope, Cost and time).
•Working closely with customers to ensure the project meets business needs.
•Identifying, tracking managing and resolving project issues.
•Playing an integral part in the creation and decision making project of SLA, OLA and KPI.
•Proactively managing scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management.
•Defining and collecting metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.
•Managing the overall schedule to ensure work is assigned and completed on time and within budget.
•Ensured post-implementation IT application support as per customer requirements.


Company Details

Openet (multinational)

Egypt

N/A

Information Technology Services, Telecommunications

N/A

Jun 2011 to Nov 2012 (1 year 5 months)
Senior Data Warehouse Consultant at Teradata

Experience Details

Senior Data Warehouse Consultant

IT/Software Development

Experienced (Non-Manager)

• Prepare process models in accordance with the guidelines/conventions of designated process modeling methodology.
• Facilitate the exposure of process data from functional experts and the user community.
• Provide mapping between existing processes and proposed replacement processes.
• Design and normalize the logical data model to third normal form (CLDM / FSLDM).
• Facilitate the discovery of entities, attributes, relationships, and business rules from the functional experts and the user community.
• Prepare fully refined data models in accordance with the guidelines/conventions of Integration Definitions (IDEF) or equivalent methodology.
• Develop and manage data models and associated metadata for the enterprise.
• Maintain and publish project business rules and the associated enterprise data dictionary.
Projects: CIB Egypt & Xceed


Company Details

Teradata (multinational)

Egypt

More then 1000 employees

Information Technology Services

N/A

Jul 2009 to May 2011 (1 year 10 months)
Managed Services Manager at International Turnkey Systems ITS

Experience Details

Managed Services Manager

Operations/Management

Senior Management (e.g. VP, CEO)

Jan 2009 – June 2009, International Turnkey Systems ITS Title: Senior Technical Consultant (Billing & CRM Applications)
• Design and test applications including (operating systems, databases, and other 3rd party software to meet customer requirements
• Contribute to company growth through the creation and sharing of knowledge, lessons learned, and best practices based on project experiences
• Use analytical and problem solving skills to identify customer problems, gather supporting data, and recommend process and technical improvements
• In addition to working on billable client projects, the Application Consultant may also assist as needed with pre-sales activities
TABS development project

May 2006 –December 2008, International Turnkey Systems ITS Title: Managed Services Manager (Kuwait)
In charge of Setting up, Operating and managing all IT Operations for Zain Iraq, the leading GSM Operator in Iraq with an 8 Million subscribers in its operation. Responsibilities include
• Managing Data Center, Call Center, Billing and Invoicing, Roaming, Rating, Provisioning and Revenue Assurance, Applications, Systems and DB administration.
• Also, working hand in hand with the account/product managers to achieve the related targets
and introduce new technologies that will enlarge the operation efficiency.
• Insure the accurate implementation of billing process including :
o Review setup check list against business rules and tariff structure
o Manage monthly bill review audit process
o Review performance and outages report to insure effective implementation of corrective actions
o Approve needed change request against business requirements
• Periodically review budget status in terms of expenditure.
ZAIN Iraq Project

November 2005 – May 2006, International Turnkey Systems ITS Title: Product Manager
I did complete project planning, including recourse planning, with team of 7 professionals in Telecom field.
• Setting department policies according to company’s policies.
• CDR analysis by reviewing switch files
• Assigning and following up tasks to team members.
• Leading periodic status checks with customers & team to assess progress against plan.
• Communicating with customers, including: collecting needed data, analyzing customer business requirements
Project: Data Ware House project for MTN Yemen, ZAIN Kuwait and ZAIN In Touch Lebanon


Company Details

International Turnkey Systems ITS

Egypt

N/A

Information Technology Services, Telecommunications

N/A

Nov 2005 to Jun 2009 (3 years 7 months)
Technical Project Manager at MCR Technologies

Experience Details

Technical Project Manager

Project/Program Management

Manager

I did complete project planning, including recourse planning, with team of 8 professionals, we successfully delivered a robust system on time.
• Leading periodic status checks with customers & team to assess progress against plan.
• Designing Database Structure.
• Leading and participating in documentation work process flow.
• Maintain Project Implementation Plans.
Projects: ERP System for Ministry Of Interior, Ministry Of Commerce


Company Details

MCR Technologies

Saudi Arabia

N/A

Information Technology Services

N/A

Oct 2002 to Oct 2005 (3 years)
Technical Project Manager at CIT

Experience Details

Technical Project Manager

Project/Program Management

Manager

During my work I have participated in several important projects and played several roles in the scope of these projects as follow:
Project Title
Open Billing Exchange Management Project (London, England), Database Designer
Stock Market Management, Shares Trading, Banking and Financial industry, Riyadh, KSA Senior Business Analyst, Database Designer
Smart Card and Loyalty management Project (New Jersey, USA), Project Manager
Commercial Insurance of Life Project (Egypt), Project Manager


Company Details

CIT (multinational)

Egypt

N/A

Information Technology Services

N/A

Sep 1999 to Sep 2002 (3 years)
Implementation Manager at Brain Waves

Experience Details

Implementation Manager

IT/Software Development

Manager

Three similar projects in Hospital management systems El-Shorouk Hospital, Cairo, Egypt, Royal Committee Hospital, KSA & EIMIC projects, Analyzing and Designing, Team Leader for Leading and developing the following systems
• Human Resource Management System
• Outpatient System.
• Inpatient System.
By Oracle Designer 2000 Ver. 2.1 & Power Builder & S-Designor Ver. 5.0 / 6.0


Company Details

Brain Waves

Egypt

N/A

Information Technology Services

N/A

Nov 1996 to Aug 1999 (2 years 9 months)
Analyst/Programmer at Alpha Misr

Experience Details

Analyst/Programmer

IT/Software Development

Experienced (Non-Manager)

• ERP systems
• Health care systems
Behman Hospital project.


Company Details

Alpha Misr

Egypt

N/A

Information Technology Services

N/A

Apr 1995 to Nov 1996 (1 year 7 months)
Analyst/Programmer at ICL

Experience Details

Analyst/Programmer

IT/Software Development

Entry Level

Wadi El-nil Hospital Project Developing the following systems Using COBOL under UNIX
• In-Patient System.
• Patient Accounting System.
Project Wadi El-nil Hospital


Company Details

ICL (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services, Computer Hardware

N/A

Nov 1993 to Mar 1995 (1 year 4 months)

Achievements

See Achievements

Professional Commitment: Dedication and professionalism during 4 years managing Orange Siebel support, managed the project in tough times with series of challenges varying from Account satisfaction that leads to renew support contract twice for three years in row,
•Customer Satisfaction: Dramatically increased the customer satisfaction of Orange Egypt and got new assigned projects accordingly.


• Department Establishment: Powerfully established a data warehouse department from scratch in International Turnkey Systems ITS.


• Healthcare Project Delivery: Successfully delivered a project for El Shrouk Hospital in Egypt with two million EGP in one year and another project for Royal Committee Hospital in KSA with three million EGP in six months (1999).


• Healthcare Application: Faultlessly developed and supported Behman Hospital application “7 modules” for around 20 years.


Education

• M.Sc in Business Information Technology in Business Information Technology

Education Details

• M.Sc in Business Information Technology

Business Information Technology

Middlesex University, United Kingdom

B / Very Good / 75 - 85%

N/A

N/A

Middlesex University
2008 - 2010
B.Sc. of Accounting, in Accounting

Education Details

B.Sc. of Accounting,

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
1990 - 1993
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saaedya School

Egypt

1989

C / Good / 65 - 75%

N/A

Saaedya School
1989

Certifications

- NCC Certificate in System Analysis & Design
Apr 1994

Certificate details

- NCC Certificate in System Analysis & Design

Apr 1994

N/A

N/A

N/A

National Computing Center U.K

N/A

Training and Courses

COBOL Language Programming at ICL
Sep 1993

Training/Course Details

COBOL Language Programming

Sep 1993

ICL

N/A

Informix (SQL and 4GL) at ICL
Dec 1993

Training/Course Details

Informix (SQL and 4GL)

Dec 1993

ICL

N/A

Structured System Analysis at ICL
Jan 1994

Training/Course Details

Structured System Analysis

Jan 1994

ICL

N/A

Structured System Design at ICL
Feb 1994

Training/Course Details

Structured System Design

Feb 1994

ICL

N/A

Transaction Processing System Design at ICL
Mar 1994

Training/Course Details

Transaction Processing System Design

Mar 1994

ICL

N/A

Oracle Developer 2000 at Oracle
May 1998

Training/Course Details

Oracle Developer 2000

May 1998

Oracle

N/A

Oracle Designer 2000 at Oracle
Aug 1998

Training/Course Details

Oracle Designer 2000

Aug 1998

Oracle

N/A

Frame Work Methodology (Go Agile) at New Horayzon
Oct 2003

Training/Course Details

Frame Work Methodology (Go Agile)

Oct 2003

New Horayzon

N/A

This profile is fresh!
Last update 7 days ago.

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Profile Skills and Keywords

- NCC Certificate In System Analysis & DesignAccountingAnalyst/ProgrammerArabicBusiness ConsultantBusiness Information TechnologyCITCOBOLCOBOL Language ProgrammingCommunicatorComputer HardwareCustomer-orientedDrivingEnglishFootballFrame Work Methodology (Go Agile)Hard WorkerHealth Care ApplicationsIBMICLITImplementation ManagerInformation Technology ServicesInformix (SQL And 4GL)LeaderManaged Services ManagerManagementORACLE DesignerOpenetOracle Designer 2000Oracle Developer 2000PlannerPower BuilderProgram And Project ManagementProgram ManagementProgram ManagerProgramming And Software Development Project ManagerProjectReadingSenior Data Warehouse ConsultantService Delivery ManagementService Delivery ManagerSoftware DevelopmentSoftware Development EngineerStructured System AnalysisStructured System DesignTechnical Project ManagerTelecommunicationsTelecomunicationsTeradataTransaction Processing System Design

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Intermediate

: Intermediate

Tools and Technologies

Power Builder

Power Builder

: Expert

: Extreme - I love it!

:

More than 7 years

ORACLE Designer

ORACLE Designer

: Expert

: Extreme - I love it!

:

More than 7 years

COBOL

COBOL

: Expert

: High

:

3-5 years

Fields of Expertise

Service Delivery Management

Service Delivery Management

: Expert

: Extreme - I love it!

:

More than 7 years

Program and Project Management

Program and Project Management

: Expert

: Extreme - I love it!

:

More than 7 years

IT

IT

: Expert

: Extreme - I love it!

:

More than 7 years

Health Care Applications

Health Care Applications

: Expert

: Extreme - I love it!

:

More than 7 years

Telecomunications

Telecomunications

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Planner, Communicator, Hard worker, Customer-oriented

Online Presence

http://eg.linkedin.com/pub/hazem-elabd/20/427/309Hazemalabd

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