Basic Info

Mahmoud Helmy

9 years

Gizah, Egypt

Master's Degree

Experienced

Work Experience

IT Service Desk Manager at IBM

Experience Details

IT Service Desk Manager

Customer Service/Support

Experienced (Non-Manager)



Projects • Mobily (Etihad-Etisalat) “ Saudi Arabia’s Leading Mobile Operator “
• IBMC “ IBM Canada French “
• Air Canada (IT Service Desk and IMAC/ID ADMIN Team)
• ALDO
• Manulife
• Rogers Telecom






Job Responsibilities • As dual-hat Manager “ Account/Project Manager and People Manager “ :
• Responsible for influencing departmental objectives and managing the daily operations of a services or support department, function or business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet IBM's standards for quality, productivity and customer satisfaction.
• Review and validate Project’s Document of Understanding (DOU); Process Interface Manual (PIM); Statement of Work (SOW).
• Ensure Guidelines compliance among the Team.
• Accountable for delivering projects on time, within budget and aligned with the satisfaction of the Customer and Business need.
• Holds the responsibility of achieving the daily/weekly/monthly KPIs and SLAs along with maintaining an exceptional voice of customer/Customer experience.
• Responsible for Quarterly and yearly appraisal.
• Responsible for forecasting of Team’s utilization and scheduling.
• Responsible for Quality Assurance; ensure project is delivered according to the Scope defined within SOW and detect any deviations/gaps to be reported to Client’s interface for investigation.
• Responsibility for managing all project resources and establishing an effective communication plan with the project team, customer and other stakeholders.
• Expert level experience in analyzing business goals and metrics, understanding best practices while maintaining clients’ strategic direction.
• Ability to build and lead (virtual) team (encourage cooperation, manage conflict, involve Team Members along with ability to drive a team towards the achievement of objectives).
• Actively strives to optimize overall resources performance, utilization, effectiveness and efficiency.
• Plan, monitor, control and govern project activities, proactively to minimize potential risk in delivery.
• Identifies and shares lessons learned.

Assignments
 CSC “Corporate Service Corps” consultancy Assignment - Senegal 3 Team for "Strategic partnerships to enhance women entrepreneurship among beneficiaries of FDEA Microfinance" (Senegal-Dakar :: July 2016 – 20 Aug 2016).
 Technical Lead of Transition/Transformation Team for the KT
“Knowledge Transfer “of Mobily KSA Project (Saudi -Arabia: : Feb 2013 – 11 May 2013).


Achievements Being selected to join the Emerging Pharaohs Program/Initiative - “Members of this community are employees identified by management as IBM Egypt future leaders due to their career potential and sustained performance. “
Certified IBM Software Essentials “ CAMSS Enablement “ Workshop.
The Best Of IBM “Certificate issued for the Outstanding Performance “
Hitting for 1 year on a row an outstanding Customer Satisfaction score ~ 95%


Company Details

IBM (multinational)

Egypt

N/A

Information Technology Services

N/A

Sep 2010 to present (6 years 3 months)
IT Service Desk Engineer at ITS – International Turnkey System

Experience Details

IT Service Desk Engineer

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

Working as IT Service Desk Engineer for Zain " Airtel " Ghana (ITO Project)
• Dealing with End-Users calls, Emails & automated alerts and pro-active support actions.
• Pro-active management and monitoring of Customer’s systems using the latest Managed Service Provider tools.
• Acting as a SPOC 1st line of support for escalated issues
• Dealing with all types of severities (1,2,3 and 4 ) in the Telecom industry and acting as a Shift Leader.


Company Details

ITS – International Turnkey System (multinational)

Cairo, Egypt

101-500 employees

Information Technology Services

N/A

Oct 2008 to Oct 2010 (2 years)
Business Network Technical Support Professional – Level 2 at Stream Global Services

Experience Details

Business Network Technical Support Professional – Level 2

Customer Service/Support, IT/Software Development

Experienced (Non-Manager)

• Working as Business Network Technical Support Professional – Level 2 for “NETGEAR" Project for Business products.
• Dealing with customer escalated, complicated or specialized queries from L1 Service Desk for End-Users in France, Switzerland, Belgium, Luxembourg and Canada.
• Dealing with all types of routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OS operating systems, routers, switches ( L2 and L3), and Storage devices (SAN and NAS) configuration issues.
• Communication and interaction with technical support staff at client’s locations with the ability to support and mentor teams remotely.


Company Details

Stream Global Services (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services, Computer and Network Security , Computer Networking

N/A

Oct 2007 to Oct 2008 (1 year)

Achievements


Never missed any of my targets Never missed any SLAs/SLOs Always over achieving Customer/Client's satisfaction experience and expectations. Minimum turn over and attrition percentage  Certified Open Water Diving Course from PADI. ‘ Diver # : 1310UA2755 ‘ The Best Of IBM “ Certificate issued for the Outstanding Performance “  Certified TTT “ Train The Trainer “.  Certified “ Lean Six Sigma Yellow Belt “  Certified “ Interview the IBM Way “ Successful Transition and Transformation Project : Technical Lead of Transition/Transformation Team for the KT “Knowledge Transfer “of Mobily KSA Project. ( Feb 2013 – 11 May 2013 )

Education

Master of Computer Science Major: Computer Science and Information Technology Education from Grant Town University, USA, 2013 , in Computer Science and Information Technology Education

Education Details

Master of Computer Science Major: Computer Science and Information Technology Education from Grant Town University, USA, 2013 ,

Computer Science and Information Technology Education

Grant Town University, USA, United States

C / Good / 65 - 75%

N/A

N/A

Grant Town University, USA
2013 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Lycée la liberté Zamalek school

Egypt

2001

B / Very Good / 75 - 85%

N/A

Lycée la liberté Zamalek school
2001

Certifications

MCSE
Aug 2008

Certificate details

MCSE

Aug 2008

N/A

N/A

N/A

N/A

CCNA
Jun 2010

Certificate details

CCNA

Jun 2010

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Mini MBA

Aug 2013

Cairo University

N/A

Training/Course Details

CPM

Feb 2014

CTC Academy

N/A

Training/Course Details

PMI/PMP Diploma “Project Management Professional "

Oct 2013

RITI “ Regional IT Institute “

N/A

MBA at Brooklyn
Mar 2015

Training/Course Details

MBA

Mar 2015

Brooklyn

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdventuresAgile Project ManagementAnalysisArabicBusiness Network Technical Support Professional Level 2Business PlanningBusiness-orientedCCNACPMCoachingCommunication SkillsComputer And Network SecurityComputer NetworkingComputer Science And Information Technology EducationComputer SkillsConsulting ServicesCustomer ServiceCustomer SupportDocumentariesEnd User ServicesEnglishFrenchIBMITIT Service Desk EngineerIT Service Desk ManagerIT Service Desk SeliveryIT Service Setup And PlanningIT Transition And TransformationITILITS International Turnkey SystemInformation Technology (IT)Information Technology ServicesLeaderLeadershipLean Six SigmaLinuxLotus NotesMBAMCSEMicrosoft OfficeMicrosoft OutlookMini MBAMotivatingMusic ClassicNegotiationNetworkingNew ChallengesPMI/PMP Diploma Project Management Professional "PMPPeople ManagementPlannerPlanningPresentation SkillsProblem SolverProblem SolvingProject ManagementQuality AssuranceQuality ControlReadingResolving ConflictsService DeliveryService ManagementSharing Knowledge And ExperienceSoftware DevelopmentSportsStream Global ServicesSupportSupportiveTechnical SupportTravellingVMWare

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Customer Support

Customer Support

: Expert

: Extreme - I love it!

:

More than 7 years

Communication Skills

Communication Skills

: Expert

: Extreme - I love it!

:

5-7 years

CCNA

CCNA

: Expert

: Extreme - I love it!

:

3-5 years

ITIL

ITIL

: Expert

: Extreme - I love it!

:

5-7 years

PMP

PMP

: Expert

: Extreme - I love it!

:

3-5 years

MCSE

MCSE

: Expert

: Extreme - I love it!

:

5-7 years

Lotus Notes

Lotus Notes

: Expert

: Extreme - I love it!

:

5-7 years

Project Management

Project Management

: Expert

: Extreme - I love it!

:

3-5 years

Information Technology (IT)

Information Technology (IT)

: Expert

: Extreme - I love it!

:

More than 7 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

More than 7 years

Quality Assurance

Quality Assurance

: Advanced

: High

:

3-5 years

Quality Control

Quality Control

: Advanced

: High

:

3-5 years

Computer Skills

Computer Skills

: Advanced

: High

:

5-7 years

Presentation Skills

Presentation Skills

: Advanced

: High

:

5-7 years

Networking

Networking

: Advanced

: High

:

5-7 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: High

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

5-7 years

VMWare

VMWare

: Advanced

: High

:

1-3 years

Business Planning

Business Planning

: Intermediate

: Medium

:

5-7 years

Linux

Linux

: Intermediate

: Medium

:

3-5 years

Fields of Expertise

IT

IT

: Expert

: Extreme - I love it!

:

More than 7 years

End User Services

End User Services

: Expert

: Extreme - I love it!

:

5-7 years

IT Service Desk selivery

IT Service Desk selivery

: Expert

: Extreme - I love it!

:

5-7 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

5-7 years

Project Management

Project Management

: Advanced

: High

:

3-5 years

IT Transition and Transformation

IT Transition and Transformation

: Advanced

: High

:

3-5 years

IT Service setup and planning

IT Service setup and planning

: Advanced

: High

:

3-5 years

Agile Project Management

Agile Project Management

: Advanced

: Extreme - I love it!

:

1-3 years

Leadership

Leadership

: Advanced

: Extreme - I love it!

:

3-5 years

Service Delivery

Service Delivery

: Advanced

: Extreme - I love it!

:

5-7 years

Service Management

Service Management

: Advanced

: Extreme - I love it!

:

5-7 years

People Management

People Management

: Advanced

: Extreme - I love it!

:

3-5 years

Lean Six Sigma

Lean Six Sigma

: Advanced

: Extreme - I love it!

:

3-5 years

Negotiation

Negotiation

: Advanced

: Extreme - I love it!

:

5-7 years

Consulting services

Consulting services

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Planner, Business-oriented, Problem Solver, Supportive

Online Presence

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