Basic Info

Ramez William

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior IT Program Delivery Engineer at DHL

Experience Details

Senior IT Program Delivery Engineer

IT/Software Development

Experienced (Non-Manager)

- Manage the delivery of IT services and 3rd party suppliers on behalf of the DHL Express business to satisfy the agreed business requirements in terms of cost and quality of service.

- Directing problem trend analysis for problematic applications and country services for better service quality.

- Review and approve emergency request for change in production environment, point of escalation for major service outage, link with business functions including MENA Service Management till service restoration.

- Manage on-going services performance.

- Formulate and implement service improvement initiatives based on performance trends.

- Continuously drive for cost optimization in the run environment.

- Responsible for the business and IT strategy alignment for establishing infrastructure and application support processes and procedures.

- Direct the negotiation and ongoing management of service contracts (SLAs) for IT run services between business functions and the IT Supply organizations.

- Maintain strategic overview of country business priorities, supporting IT requirements, and ensure that these are represented to IT suppliers as appropriate.

- Establish IT Service Quality relationship with all functions.

- Build a strong working relationship with Operations Services, Telecom Services, Solutions Support and Helpdesk in IT Services to ensure that the level of service is met.

- Build a strong working relationship with head of Services to review the service performance, improvements, issues and requests raised by users.

- Direct the establishment of Egypt Service Management processes in accordance with ITIL.

- Direct the establishment and maintenance of a working relationship with the users of IT services and ensure that the services negotiated by IT Demand meet users’ needs.

- Direct the negotiation of Service Level Agreements (SLAs) between business users and the IT suppliers.

- Direct, control and motivate the Country IT Infrastructure team, including recruitment, retention, monitoring performance and management.

- Determine the Country IT Infrastructure team structure, roles, performance targets and goals.

- Provide leadership and guidance for the country IT Infrastructure team.

- Ensure development of a comprehensive training plan for direct reports and subordinates.



Company Details

DHL

Cairo, Egypt

More than 1000 employees

Consumer Services , Packaging and Containers

www.dhl.com

Sep 2017 to present (1 month)
Senior Software Systems Analyst at Xerox Egypt

Experience Details

Senior Software Systems Analyst

IT/Software Development

Experienced (Non-Manager)

- Analyze enterprise software solution for big printing systems.

- Develop new software solutions based on customer custom requirements to assist printing services.

- Manage printing systems environment through software.


Company Details

Xerox Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Business Supplies and Equipment

www.xerox.com

Dec 2015 to Aug 2017 (1 year 8 months)
Training And Development Senior Engineer at TeData

Experience Details

Training And Development Senior Engineer

IT/Software Development

Experienced (Non-Manager)

Deliver training to new comers with existing tools and technologies used in ADSL plus delivering new technologies to existing engineers

Develop work process and update SLA between other departments.

Develop new web applications or tools to support work process and flow of work using different technologies.


Company Details

TeData

Cairo, Egypt

More than 1000 employees

Telecommunications

www.tedata.net

Jun 2013 to Dec 2015 (2 years 6 months)
Technical Support Engineer at TEData

Experience Details

Technical Support Engineer

Engineering - Telecom/Technology

Entry Level

- Customer interface handling technically TE Data ADSL customers indoor and outdoor with different ADSL products and technologies.

- Direct support to TE Data customer to solve physical problems like network devices (Routers, Switches, Access Points) problems and logical problem in ADSL service.


Company Details

TEData

Cairo, Egypt

More than 1000 employees

Telecommunications

www.tedata.net

Oct 2010 to Jun 2013 (2 years 8 months)

Achievements


- Build a Software package for ABC Bank in Egypt to handle E-Statement and complete archiving system for all customer statements. - Develop a complete internal portal for retail and technical support department in TEData to manage employees evaluations and action plans. - Complete 1st level of Babelway B2B system integration certificate. - Complete my PMP self-study book. - Complete ITIL Foundation Certificate.

Education

Computer Sciences in Computer Systems

Education Details

Computer Sciences

Computer Systems

Ain Shams University, Egypt

C / Good / 65 - 75%

Computer Networks Software Systems Embedded Systems Computer Architectures Logic Programming Artificial Intelligence

N/A

Ain Shams University
2005 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Gamal Abd El Nasser

Egypt

2004

A / Excellent / 85 -100%

N/A

Gamal Abd El Nasser
2004

Certifications

CCNA
Feb 2008

Certificate details

CCNA

Feb 2008

N/A

N/A

N/A

N/A

RHCSA
Dec 2015

Certificate details

RHCSA

Dec 2015

N/A

N/A

N/A

N/A

ITIL
Feb 2016

Certificate details

ITIL

Feb 2016

N/A

N/A

N/A

N/A

MCITP
Jun 2012

Certificate details

MCITP

Jun 2012

N/A

N/A

N/A

N/A

Training and Courses

PMP at AUC
Aug 2017

Training/Course Details

PMP

Aug 2017

AUC

In Progress

RHCSE at Herotec
Dec 2015

Training/Course Details

RHCSE

Dec 2015

Herotec

N/A

ITIL at Herotec
Apr 2016

Training/Course Details

ITIL

Apr 2016

Herotec

N/A

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

AdaptiveAerospace ScienceAnalyticalArabicBackup SolutionsBusiness Supplies And EquipmentBusiness-orientedC#.NetCCNACCTVComputer NetworksComputer SystemsConsumer ServicesEnglishFlexibleHard WorkerITIT Infrastructure SystemsITILMCITPMySQLNetwork DesignNew TechnologiesPHPPMPPackaging And ContainersProblem SolverProject ManagementRHCSARHCSEReadingRoboticsSQLScience FictionSenior IT Program Delivery EngineerSenior Software Systems AnalystSoftware DevelopmentSportsStorage SystemsSwimmingSystem AnalysisSystem DesignTechnical Support EngineerTelecommunicationsTraining And Development Senior EngineerVirtualizationXerox Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Advanced

: Advanced

Tools and Technologies

C#.Net

C#.Net

: Advanced

: Extreme - I love it!

:

3-5 years

SQL

SQL

: Advanced

: Extreme - I love it!

:

3-5 years

MySQL

MySQL

: Intermediate

: Extreme - I love it!

:

1-3 years

PHP

PHP

: Intermediate

: Extreme - I love it!

:

3-5 years

Fields of Expertise

System Design

System Design

: Advanced

: Extreme - I love it!

:

3-5 years

System analysis

System analysis

: Advanced

: Extreme - I love it!

:

3-5 years

IT Infrastructure Systems

IT Infrastructure Systems

: Advanced

: Extreme - I love it!

:

3-5 years

CCTV

CCTV

: Advanced

: Extreme - I love it!

:

1-3 years

Backup Solutions

Backup Solutions

: Advanced

: Extreme - I love it!

:

1-3 years

Storage systems

Storage systems

: Advanced

: Extreme - I love it!

:

1-3 years

Virtualization

Virtualization

: Advanced

: Extreme - I love it!

:

1-3 years

Computer Networks

Computer Networks

: Advanced

: Extreme - I love it!

:

3-5 years

Software Development

Software Development

: Advanced

: Extreme - I love it!

:

3-5 years

Network Design

Network Design

: Intermediate

: Extreme - I love it!

:

3-5 years

Project Management

Project Management

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Business-oriented, Hard worker, Problem Solver, Flexible / Adaptive

Online Presence

https://www.linkedin.com/in/ramez-safwat-045a3466/https://www.facebook.com/ramez.safwat.54

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