Basic Info

Maydaa Farghaly

3 years

Offenbach am Main, Germany

Master's Degree

Experienced

Work Experience

IT Enterprise Architect (intern) at Allianz Global Investors

Experience Details

IT Enterprise Architect (intern)

Operations/Management

Experienced (Non-Manager)

• Capture and analyze Enterprise Architecture (EA) related data to create visual presentations (reports, graphs, charts, models) for the different EA focus areas.
• Maintain and improve the architecture repository – IBM System Architect.
• Working with IT stakeholders and 3rd party vendors to support the creation of IT Architecture roadmaps and standards.
• Drive the communication of roadmaps and standards within the IT organization.
• Assist the IT Enterprise Architects in projects requiring business process modelling, data application and infrastructure reviews.
• Actively participate in the overall program architecture dependency management and governance process e.g. supporting architecture review.


Company Details

Allianz Global Investors (multinational)

Frankfurt am Main, Germany

More than 1000 employees

Financial Services

N/A

Jun 2016 to present (6 months)
ITCS Qos Customer Experience and Process Improvement Analyst at Orange Business Services

Experience Details

ITCS Qos Customer Experience and Process Improvement Analyst

Quality

Experienced (Non-Manager)

• Managed a Customer Service Improvement project, where I conducted flash interviews with the top management, C-level management to address their concerns and suggestions for improvement and acted upon that.
• Responsible for tracking and implementing actions required from IT Helpdesk team as part of the MEXSI improvement program.
• Proposing and implementing new ideas and processes to enhance the end to end customer experience across ITSM organization.
• Performed different interlocks with ITSM management to highlight areas of improvement and ensure Incident Management process is followed as per ITIL framework.
• Managed IT Audit and IT Governance projects across the ITSM to ensure Incident Management, Change Management and Problem Management processes are correctly carried out as per ITIL and CobIT frameworks.
• Define and perform KPIs periodic reporting to monitor performance and ensure IT and Business alignment.
• Part of the IT Operating Model maturity assessment project as per the CMMI.
• Managed a RACI model mapping for IT and IT Governance and decision areas.


Company Details

Orange Business Services

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Feb 2014 to Feb 2015 (1 year)
IT Helpdesk Support Engineer at Orange Business Services

Experience Details

IT Helpdesk Support Engineer

Customer Service/Support

Entry Level

• Provide timely and professional technical support for all IT incidents based on ITIL environment.
• Provide updates to the customers per incident fault management guidelines.
• Perform technical escalations in line with ITSM Fault Management policy.
• Document all troubleshooting and case management actions via BMC Remedy incident management system.
IT Helpdesk Shift Lead
• Promoted to be IT Helpdesk Shift lead where I acted as IT Helpdesk supervisor in all areas of responsibility
• Documenting, Updating and Validating Knowledgebase of known issues and solutions.
IT Helpdesk Mentor
• Promoted to be an IT Helpdesk Mentor where I train and mentor new team members, and provide periodical analysis to Helpdesk manager, on incidents handling, technical knowledge, customer service skills, and call quality.
• Generate periodic reports on agents' performance and resolution rates.
Selected to join the testing team for the project Bring Your Own Device “BYOD”.
• Responsible for testing and reporting any issues with the service.
• Prepare documents and user guides for pilot users.
Selected to join the team responsible for the migration of France Telecom and Orange Business Services MS Exchange accounts.
• Testing and reporting issues during the experimentation phase.
• Join conference bridges and meetings with the Exchange Team to discuss the reported issues


Company Details

Orange Business Services (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

May 2012 to Feb 2014 (1 year 9 months)

Education

Msc. in Business Consulting

Education Details

Msc.

Business Consulting, IT Management, Business Intelligence

Hochschule Furtwangen University, Germany

A / Excellent / 85 -100%

▪ Advanced Supply Chain Mana

N/A

Hochschule Furtwangen University
2015 - 2017 (Expected)
Bsc, in Computer Science

Education Details

Bsc,

Computer Science

Misr International University (MIU), Egypt

C / Good / 65 - 75%

N/A

N/A

Misr International University (MIU)
2007 - 2011
High School - American diploma

High School Details

American diploma

Nefertari American International School

Egypt

2007

A / Excellent / 85 -100%

N/A

Nefertari American International School
2007

Certifications

ITIL Foundation
Dec 2014

Certificate details

ITIL Foundation

Dec 2014

N/A

N/A

N/A

Axelos

N/A

IELTS
Sep 2014

Certificate details

IELTS

Sep 2014

7.5 out of 9

N/A

N/A

N/A

Training and Courses

Training/Course Details

ITIL Continual Service Improvement

Jan 2014

Axelos

N/A

Training/Course Details

Oracle 10g. Developer Track

Jan 2012

YAT

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

Allianz Global InvestorsArabicBMC RemedyBPMNBusiness ConsultingBusiness IntelligenceComputer ScienceCustomer ServiceCustomer-orientedEnglishFinancial ServicesGermanHard WorkerIBM Rational System ArchitectIELTSIT Enterprise ArchitectIT GovernanceIT Helpdesk Support EngineerIT ManagementIT Service ManagementITCS Qos Customer Experience And Process Improvement AnalystITIL Continual Service ImprovementITIL FoundationInitiativeJavaManagementOracle 10g. Developer TrackOrange Business ServicesProblem SolverQuality AssuranceQuality ControlSAP CRMSAP HANASQLSupportTOGAFTeam PlayerTelecommunications

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

BMC Remedy

BMC Remedy

: Expert

: Extreme - I love it!

:

3-5 years

IBM Rational System Architect

IBM Rational System Architect

: Advanced

: High

:

Less than 1 year

BPMN

BPMN

: Intermediate

: Medium

:

1-3 years

SQL

SQL

: Beginner

: Little

:

Less than 1 year

SAP HANA

SAP HANA

: Beginner

: Medium

:

Less than 1 year

Java

Java

: Beginner

: Little

:

1-3 years

SAP CRM

SAP CRM

: Little knowledge

: Little

:

Less than 1 year

Fields of Expertise

IT Service Management

IT Service Management

: Expert

: Extreme - I love it!

:

3-5 years

TOGAF

TOGAF

: Intermediate

: High

:

Less than 1 year

IT Governance

IT Governance

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Hard worker, Customer-oriented, Initiative, Problem Solver, Team Player

Online Presence

www.linkedin.com/in/maydaa

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