Maged Abdou, PMP (Eddie Rosh)

Irvine, CA *****

951-***-**** ac17gn@r.postjobfree.com

Fully authorized to work in the U.S No sponsorship visa needed Ready to relocate PROFESSIONAL SUMMARY

Certified project management professional (PMP) with 11 years of experience in the telecommunication industry. 5 years Project manager experience in computer engineering and data network fields. Customer service management, team management and trainings. Business system analysis experience and data integration projects. Key Skills

Team management and training

roject management and vendor management

Customer experience professional

Ticketing systems Seibel, Remedy and NTS

Cisco routers, PEs and switches.

Iot software and hardware

CRM systems ( Salesforce )

Customer demos, dashboards and presentations

Good knowledge of agile project development

Data networks and internet services.

MS office suite ( MS projects )

PROFESSIONAL EXPERIENCE

Network field technician, Field Nation (Freelancer) 7/1/2017 – present

Finalize maintenance work orders from different companies in the States

Install and Configure POS devices ( printers, register, base unit )

Install Printers and PCs replacement

Upgrade/configure Cisco Routers IOS

Troubleshoot LAN network problems

Technical Support Project Manager, Vodafone Telecom ( International telecommunication company ) 10/01/2012 - 01/31/2017

Delivered 4 major projects related to the customer care department.

Provided leadership to cross-functional teams responsible for delivering defined project requirements.

Trained 100 project team members by conducting soft skills and data network training

Built new support model from scratch including customer agreement and service level agreement (SLA)

Realized cost savings of $ 100,000 by implementing, enforcing and improving the service termination process

Reduced 20% ( per year) of the customer care turn over by reassigning roles and improving the support model

CRM software enhancement project, adding and enhancing efficient system flow and easier graphical user interface.

Set weekly, biweekly meeting with projects stakeholders with clear projects updates and deliverable status.

Seibel and Remedy trouble ticket system integration project

Led team of 28 technical support agents supporting WAN solutions services for enterprise customers

Set team KPIs and monitor team performance monthly/weekly Technical Project Manager, Vodafone Telecom 10/01/2010 - 09/01/2012

Defined roadmap and product requirements for data network connections for Vodafone enterprise customers

Delivered 3 major projects ( monitoring software, microwave connections, Pre-wimax connections)

Presenting product overviews and roadmaps to customers and aiding in product configurations

Saved $120,000 of the project budget by submitting change requests during the monitoring tool project execution

Conduct procurement and vendor selection

Increased the sales total revenue with 5% after launching the new Pre-wimax and microwave solutions

Decreased 15% of the customer acceptance process time after full system automation project

Quickly gained high level of expertise with unfamiliar technology.

Drive program/project milestone reviews and meeting. Customer Technical Support, Vodafone Telecom 07/01/2006 - 10/01/2010

Played the 1st and 2nd Level of escalation role in the customer escalation matrix for violated trouble tickets

Increased the team results with 10% by redistributing the tasks and revising the job description

Data clean up project saving 15% of unused configurations and data lines

Saving 50% of support documents by building intranet backoffice tool with unified support model

Data center, exchange and network nodes migration key decision maker.

Cisco, Huawei and Paradyne devices trainer

EDUCATION

Bachelor of Science (BS), Computer and System Engineering, 06/01/2003 Faculty of Engineering, Ain Shams University, Cairo, Egypt CERTIFICATION:

PMP Certified # 2045800 – 6/16/2017

CCNA 2004-2007

PROFESSIONAL DEVELOPMENT/AFFILIATIONS

Soft Skills Trainers, Aspire, Egypt, June 1st 2015 Agile and Scrum Udemy Certificate of Completion July 13, 2017 Migo Sketch Blog: www.migosketch.wordpress.com

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