Basic Info

Shady Ibraheem

7 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Unit Head - Technical Support at Emerging Markets Payments

Experience Details

Unit Head - Technical Support

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Emerging Markets Payments (multinational)

Ecuador

101-500 employees

Financial Services

N/A

Nov 2015 to present (1 year 9 months)
Acting As Service Desk Manager at ITS

Experience Details

Acting As Service Desk Manager

Customer Service/Support

Experienced (Non-Manager)

•Working as Service Desk Manager with 8 years of IT experience and 4 years of Leadership experience in customer-facing roles in multinational organizations and regional IT service provider with strong focus on IT Service Management and IT Operations along with complementary experience in Process Management and Project Management.
• Customer-centric and service-oriented with proven track record in driving customer satisfaction and delivering world class IT services with defined SLAs to enterprise customers and users in Middle East, GCC, Africa, and Asia.
• Solid understanding of IT Service Management standards, frameworks, and tools including ITIL, ISO 20000, ISO 27001, and Remedy with proven track record in developing and implementing processes across organization.
• Strong leadership and people management skills with demonstrated ability in building, developing, and leading teams, and building strong relationships cross functionally with all levels of the organization and with multi-cultural customers.


Company Details

ITS

Egypt

N/A

Information Technology Services

N/A

Jul 2014 to Nov 2015 (1 year 4 months)
Team leader - Customer Service Engineer at ITS GDC

Experience Details

Team leader - Customer Service Engineer

Customer Service/Support

Experienced (Non-Manager)

• Responsible of the daily operation for +10 engineers.
• Act as Single Point Of Contact (SPOC) between ITS and customers
• Providing training for ITS customers to ensure the capability of using ITS ticketing systems and ITS incident management process.
• Contributing in the transition of +100 Customer ( Zain Iraq, Zain KSA, Zain Bahrain, MTN Sudan, …etc.) from on-site support to the new model of GDC remote support
• Check the team availability and managing the shift tasks between the team members.
• Managing the monthly shift schedule (24 x 7) for the team.
• Monitoring the incidents queue.
• Replying to customer escalation’s and emails.
• Providing daily report to the upper management.
• Escalating to the Service Desk Manager when needed.
• Ensuring that process is applied.
• Ensuring the SLAs and OLAs are met


Company Details

ITS GDC

Egypt

N/A

Information Technology Services, Information Technology Services

www.its.ws

Apr 2011 to Jul 2014 (3 years 3 months)
Service Desk Engineer at International Turnkey Systems

Experience Details

Service Desk Engineer

Customer Service/Support

Entry Level

N/A


Company Details

International Turnkey Systems (multinational)

Egypt

N/A

Information Technology Services

N/A

Apr 2009 to Mar 2011 (1 year 11 months)

Achievements


as a matter of innovation to smooth the daily operation for my team, I have developed a simple solution for all our customer, something like a database having all customer details, contracts, focal points, ...etc.
and i was recognized for that in ITS



Education

Technical Diploma in Project Management

Education Details

Technical Diploma

Project Management

Regional IT Institute (RITI), Egypt

Not specified

Project Management Diploma with deep knowledge of Project Life Cycle from Initiation till closure.

N/A

Regional IT Institute (RITI)
2014 - 2014
BSc. in Computer Engineering

Education Details

BSc.

Computer Engineering

Tanta University, Egypt

Not specified

N/A

N/A

Tanta University
1999 - 2005

Certifications

Certificate details

ITIL V3 Foundation

Dec 2009

N/A

N/A

N/A

N/A

Certificate details

ITIL Service Operation

Dec 2012

N/A

N/A

N/A

MegaSoft

N/A

Certificate details

ITIL Continual Service Improvement

May 2013

N/A

N/A

N/A

MegaSoft

N/A

Certificate details

Sun Solaris Admin 1

Dec 2010

N/A

N/A

N/A

N/A

Certificate details

ITIL Intermediate Service Offering and Agreement

Jan 2015

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Communication Skills

Jan 2011

American Chamber

N/A

Training/Course Details

Project Management Diploma

Nov 2014

RITI

Project Management Diploma with deep knowledge of Project Life Cycle from Initiation till closure.

Training/Course Details

ITIL Intermediate Service Transition

Apr 2015

EXIN

N/A

This profile is fresh!
Last update 6 days ago.

Jobseeker photo

Profile Skills and Keywords

Acting As Service Desk ManagerAdaptiveBMC RemedyCommunication SkillsComputer EngineeringCustomer ServiceCustomer-orientedEmerging Markets PaymentsEnglishFinancial ServicesFlexibleFootballHard WorkerISO 20001IT Service ManagementITILITIL Continual Service ImprovementITIL Intermediate Service Offering And AgreementITIL Intermediate Service TransitionITIL Service OperationITIL V3 FoundationInformation Technology ServicesInternational Turnkey SystemsNegotiatorOutingPresenterProject ManagementProject Management DiplomaReadingService Desk EngineerSun Solaris Admin 1SupportTeam Leader - Customer Service EngineerTeam LeadershipTechnologyTravellingUnit Head - Technical Support

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

ITIL

ITIL

: Advanced

: Extreme - I love it!

:

3-5 years

IT Service Management

IT Service Management

: Advanced

: Extreme - I love it!

:

3-5 years

BMC Remedy

BMC Remedy

: Advanced

: Extreme - I love it!

:

3-5 years

Project Management

Project Management

: Intermediate

: High

:

3-5 years

Fields of Expertise

IT Service Management

IT Service Management

: Advanced

: Extreme - I love it!

:

3-5 years

Team Leadership

Team Leadership

: Advanced

: Extreme - I love it!

:

1-3 years

Project Management

Project Management

: Intermediate

: High

:

3-5 years

ISO 20001

ISO 20001

: Intermediate

: High

:

3-5 years

Key Skills

Hard worker, Negotiator, Presenter, Customer-oriented, Flexible / Adaptive

Online Presence

http://eg.linkedin.com/pub/shady-abdel-hady

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