Basic Info

Kareem ElBatrawy

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Transition project manager at Vodafone Shared Services Egypt

Experience Details

Transition project manager

Project/Program Management, IT/Software Development

Experienced (Non-Manager)

Acting as a project manager, responsible for defining and owning the transition schedule and the project plan.
Ensuring production and sign off of the project deliverables from the various clients, transitions, delivery and supporting stakeholders involved in transition.
Creating and maintaining the project risks, issues and actions log.
Organizing and chairing project governance meetings, reporting on transition status on a regular basis.
Tracking activities executed by supporting roles and ensuring timely completion of those activities (such as travels, procurement, logistics, connectivity, security/BCP, knowledge acquisition and transfer, etc.).


Company Details

Vodafone Shared Services Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2015 to present (1 year 3 months)
Sr. Service Transition Engineer at Vodafone International Services

Experience Details

Sr. Service Transition Engineer

IT/Software Development

Experienced (Non-Manager)

ROLE Description:
Responsible for Process Planning and Design for Support Process Integration for New Countries and Service Enablement of Vodafone Services. Lead and Conduct Internal project meetings for the project activities. Ensure scope/requirements, Scope Definition, Detailed Timeframe and Milestones for all stakeholders are clarified, defined, tracked and reported on.
Technical:
• Operational Role
• Project Budget
• Vendor Enablement
• Ticketing System
• Training
• Documentation
• Reporting
• Use Cases / Role-play
• Support Process Testing
• Aftercare


Company Details

Vodafone International Services (multinational)

Cairo, Egypt

More than 1000 employees

Information Technology Services

http://vis.vodafone.com.eg/vodafoneportalWeb/en/P19201651461361728062647

Sep 2012 to Mar 2016 (3 years 6 months)
Infrastructure Support Engineer at Vodafone International Services

Experience Details

Infrastructure Support Engineer

IT/Software Development

Experienced (Non-Manager)

Customer Service & Orientation
• Dealing with Vodafone International Services customers from Vodafone group around the globe.
• Supporting Infrastructure issues (Servers, Databases and Networks).
• Acting as the Single Point of Contact between customers and different support teams and other Service Desks
• Responsible for handling escalations and follow ups regarding major outages.

Technical
• Responsible for first level troubleshooting for Server issues, Database issues, Network issues and e-mailing system issues on individual and corporate scale.
• Responsible for ensuring that support is meeting the desired SLA.
• Responsible for categorizing and prioritizing the incidents and service requests of the customers.
• Responsible for Outage and Maintenance communications and notifications.


Company Details

Vodafone International Services (multinational)

Cairo, Egypt

More then 1000 employees

Information Technology Services

http://vis.vodafone.com.eg/vodafoneportalWeb/en/P19201651461361728062647

May 2011 to Aug 2012 (1 year 3 months)
IT Support Engineer at Orange Business Services

Experience Details

IT Support Engineer

IT/Software Development

Entry Level

Customer Service & Orientation
• Dealing with different nationalities from the entire world:
France, USA, England, Germany, Morocco, KSA, India, Singapore, China, Sweden, Brazil, Argentine, Chile, Mauritius…etc,
• Receiving more than 500 calls per month from different nationalities;
• Remarked Business & Customer orientation which result to many Thank letters;
• Flexibility & Agility while dealing with different mind thoughts, cultures & nationalities;

Technical
• Remote access using IPSEC by different VPN tools, Nortel Contivity® & Orange's Business Everywhere®
• 1st level support for more than 400 applications (UNIX, Java, Web tools applications)
• Knowledge of Orange Business Services Network over the world and identifying root cause of problems when exist;
• Proactive support for applications & networks.
• Knowledge of Active Directory & LDAP authentication;
• High level orientation and troubleshooting in MS OS & tools;
• Monitoring & Supervision using in house developed tools and Big Brother;
• Dealing with Putty and firewall authentication to monitor different applications
• Excellent knowledge with Lotus Notes application and troubleshooting.


Company Details

Orange Business Services (multinational)

Cairo - Nasr City, Egypt

More then 1000 employees

Information Technology Services

http://www.orange-business.com/en

Sep 2008 to Mar 2011 (2 years 6 months)

Achievements


• Demands & Projects system on SharePoint 2007, that allows submission of new demands, project tracking, financial tracking, as well as project reporting.
• Service Decommission process and Work Instructions



Work – Projects:
 Responsible for training of new joiners:
• Full training for new joiners from first day till they are operational.
• Enhancing training and developing training process.
• Creating new training documentation and updating existing documentation.
 Involved in operations Quality and Process:
• Involved in managing quality of the daily operations by introducing new ideas and making sure that daily operations meeting the desired quality.
• Creating new procedures and rules to ensure that the process of daily operations is meeting the desired targets.
• Communicating with different managerial levels, Support teams, Customers and Service Desks to enhance the quality and the process of the daily operations and provide the highest quality of support.



Work – Projects:
 Managed the training program of the new joiners:
• Provided first days in work orientation.
 Worked as an IT Helpdesk Mentor for new joiners:
• On-spot training and coaching
• Customer service orientation.
• Ticketing system (Remedy) training
• Responsible for revising their work and reporting back to the management with the results.
Awards:
• Awarded local award as “Excellent Achiever” for 2010 first quarter



-Practice Tennis for 7 years -Member of Volley Ball team for El Shams club

Education

Bsc in Information Systems

Education Details

Bsc

Information Systems

Faculty of Computers and Information, Cairo University, Egypt

C / Good / 65 - 75%

Faculty of Computers and Information, Cairo University
2003 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saint Fatima Language School

Egypt

2003

A / Excellent / 85 -100%

N/A

Saint Fatima Language School
2003

Certifications

Certificate details

ITIL Foundations V3

Apr 2012

N/A

N/A

N/A

APMG

N/A

Certificate details

ITIL Intermediate: Release, Control and Validation

Oct 2013

31 out of 40

N/A

N/A

APMG

N/A

Training and Courses

Training/Course Details

Advanced interpersonal communication skills

Mar 2010

IBM

N/A

Training/Course Details

UNIX system administration 1

Jul 2010

New Horizons

N/A

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

Advanced Interpersonal Communication SkillsArabicBusiness-orientedCustomer-orientedEnglishFootballFrenchHandles StressHard WorkerITIT Support EngineerITIL Foundations V3ITIL Intermediate: Release, Control And ValidationIncident ManagementInformation SystemsInformation Technology ServicesInfrastructure Support EngineerMicrosoft OfficeMicrosoft WindowsMusicOrange Business ServicesPhotographyProgram ManagementProjectProject ManagementReadingRemedy Ticketing SystemSharePointSoftware DevelopmentSr. Service Transition EngineerTeam PlayerTelecommunicationsTennisTrainingTransition Project ManagerTravellingTroubleshootingUNIX System Administration 1Vodafone International ServicesVodafone Shared Services Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Remedy Ticketing System

Remedy Ticketing System

: Expert

: High

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

More than 7 years

SharePoint

SharePoint

: Advanced

: High

:

1-3 years

Microsoft Windows

Microsoft Windows

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Incident Management

Incident Management

: Expert

: Extreme - I love it!

:

5-7 years

Troubleshooting

Troubleshooting

: Advanced

: Medium

:

1-3 years

Training

Training

: Advanced

: High

:

3-5 years

Project Management

Project Management

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Business-oriented, Hard worker, Customer-oriented, Handles Stress, Team Player

Online Presence

http://www.linkedin.com/pub/kareem-elbatrawy/1b/295/860https://twitter.com/KareemElBatrawy‎

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