Wael G Gad El-Karim Youssef

HITS Technologies

• Software Support Manager (Delivery Manager)Full Time

  Jun 2018 - Present -7 yrs

  Egypt , Cairo

  • Job Details:• Aligning with customer and HITS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services). • Planning and supporting major workload migrations. • Handling the customer customization and its deliverable. • Solving proactively the customer’s challenges through new ideas, tools and mechanisms. • Handling the required project integrations (1 way or 2 way). • Taking the ownership on customer challenges.
• Service Consultancy ManagerFull Time

  Mar 2016 - May 2018 -2 yrs, 2 months

  Egypt , Cairo

  • Job Details:• Achieving customer service objectives by preparing and completing action plans; implementing production, quality, and customer-service standards; resolving problems; completing audits; determining system improvements; implementing change. • Managing customer escalations in terms of utilizing the system, offering retraining, re-implementation or extra deal. • Improving customer service quality results by studying, evaluating, and re-designing internal processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. • Maximizing customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques. • Handling the service requests (customization) starting from its business analysis, documentation, testing and delivery. • Managing project plans completely, starting from the business analysis, configuration, implementation, deployment and Go LIVE milestones. • Setting the objectives of the technical team leads, supervisors and specialists. • Analyzing and reviewing Request for Proposals (RFPs), with providing the related Proof of Concepts (PoCs).
• Consultancy Team LeadFull Time

  Nov 2011 - Feb 2016 -4 yrs, 3 months

  Egypt , Cairo

  • Job Details:• Running all communication activities within the project to maintain punctual progress according to the project plan such as weekly meetings, completion and achievement reports. • Supervise technical team supervisors and specialists. • Reviewing operational manuals and system documentations. • Evaluating achievement of the objectives to the team supervisors and specialists. • Managing my technical team by reviewing the weekly tasks reports, setting of objectives and evaluating their achievements on performance appraisal.
• Senior Specialist ConsultantFull Time

  Aug 2007 - Oct 2011 -4 yrs, 2 months

  Egypt , Cairo

  • Job Details:• Troubleshooting and assisting to solve the received business cases by our customers and proposing the related knowledge base article (KBA). • Building, reviewing and publishing new knowledge base articles (KBAs) for HITS Nas.Net and HITS DNA systems. • Running the project implementation as per the agreed project plan. • Tracking technical consultancy progress using Microsoft CRM. • Managing my technical team by reviewing the weekly tasks reports.
• Technical/Business ConsultantFull Time

  Aug 2005 - Jul 2007 -1 yr, 11 months

  Egypt , Cairo

  • Job Details:• Training the customers how to use HITS Nas.Net system. • Installing and implementing HITS Nas.Net system at the customer environment. • Managing the received business cases via phone calls, emails, remote access or on-site visits. • Tracking all customer cases on Microsoft CRM.