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Social Media Engineer

Cairo, Cairo Governorate, Egypt
April 19, 2019

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Rawan Iskandar

** ******* ****** **. *** Nozha

Cairo - Egypt



Employment History

I'm an ITIL, ISTQB, Agile SW Development certified professional with over 5 years of experience in Business Analysis, and Business Process Automation and IT Service Operation. I have worked with multinational IT companies supporting local and overseas teams. My Experience comprises of Project Management, Business Analysis using Agile SCRUM/Waterfall, software development, and software testing . My achievements include many Projects which reducing headcount/FTEs, reducing workload, increasing application efficiency, reducing cost with Genesys solution for Orange Customer Service or by Robotics Process Automation solution over all Vodafone markets.

Tools Used: Jira, Visio,, Remedy, Skype for business and Microsoft office Communicate with internal colleagues to understand the needs of departments and the organisation as a whole.

Work with external stakeholders to understand and investigate feedback into the service, function or product provided.

Use data modelling practices to analyse our findings and create suggestions for strategic and operational improvements and changes.

Consider opportunities and potential risks attached to suggestions you make. Identify the processes and information technology required to introduce your recommendations. Gain agreement, usually from senior management, of the best method of introducing your recommendations to the business.

Communicate the benefits of your recommendations across departments and help to address any uncertainty and concern.

Produce written documentation to support your work, report on your findings and to present to stakeholders when necessary.

Drive and lead planning, daily stand-ups, demos, and retrospectives for your teams. Ability to help teams write user stories/features, identify dependencies, testing, and design optimal solution.

Coach the team how to have the Agility/Scrum mindset. Ensure plans are made and processes are created to evaluate the impact of the changes made, including taking responsibility for overseeing and reporting on this evaluation. Vodafone International Services (VIS/ VSSE)

Automation Business Analyst

January 2018 - Present

Tools Used: Blue Prism, Vshpere/Vcenter, RDP, Remedy, Skype for business and Microsoft Office Design, develop and configure intelligent business process automation processes to meet the defined Vodafone International Services (VIS/ VSSE)

Senior Robotics Operation Engineer

January 2018 - July 2018

Design, develop and configure intelligent business process automation processes to meet the defined process requirements in accordance with standard design principles and conventions. Be able to quickly learn RPA design standards and principles to develop automation objects that are efficient, well structured, maintainable and easy to understand. Partner with process analysts and technical leadership to provide input to the automation opportunities in terms of potential solution design and level of effort. Create and maintain solution documentation. Comply with and help to enforce design and coding standards, policies and procedures.

Develop technical depth in the RPA/ML/AI technology from a development, architecture and complementary tool capability.

Test all the projects before being under operation responsibility and extract all gaps in the development or design.

Leading Digital Customer Experience Projects Genesys Tools used: Genesys Solution, Microsoft Project, Visio, SQL, WinScp, Putty and Microsoft Office Perform all activities relating to project management in Telecommunication industry to deliver business solutions.

Responsible for the delivery of medium and large scale projects and end ensure that all projects are delivered on-time, within scope and within budget. Responsible for testing the projects (Manual/Automation) with the Business /Vendor. Perform as a Business analyst for contact centers. Perform as CRM solutions with specific focus on vendors and solutions that are implemented by Orange/France Telecom.

Perform as systems integrator and architect especially with Billing, Financial, Payment Collection, Credit, CRM, Contact center, campaigns, loyalty, Reporting, IR, WFM, Quality monitoring, Queue management, IVRs, SMS, Social media, Portal, CTI and PBX solutions. Orange

CRM Project Manager & Business Analyst

May 2016 - December 2017

Tools Used: SQL, WinScp, Putty, Linux/Unix and another billing applications for Orange Resolve operational problems within the defined schedules and service level agreements. Analyze root causes of operational malfunctions and provide resolutions. Handle escalated issues and follow-up on outstanding issues promptly. Develop preventive measures and document issue resolution procedures. Manage job calendars and flows to ensure timely completion. Recommend process improvements to improve operational efficiency and cost-effectiveness. Evaluate current operational processes and recommend improvements. Monitor system operations and troubleshoot problems. Keening on the customer satisfaction by offering the best solution or a workaround for his issues. Managed changes and deployment for all integrated system/applications. Acted as 1st and 2nd level of support by accepting, evaluating and solving operational problems and customer complaints and requests on the integrated systems. Orange

Operation Support Engineer

May 2015 - May 2016

Tools Used: Cisco jabber, Cisco any connect, MS LYNC, Symantec, Citrix, RSA . Enterprise Vault, Maximo and Remedy.

• First line support for end users in different IT Issues. IBM

Help Desk

May 2013 - May 2015

Courses & Certificates


Professional Skills

• Responsible for resolving or escalating customer reported Incidents and Service Requests.

• Follows functional escalation in case the incident resolution times exceed the agreed service levels.

• Basic troubleshooting of desktop related applications.

• Install, upgrade, support and troubleshoot windows and Microsoft Office and any other authorized desktop applications.

• Install, upgrade, support and troubleshoot for printers and scanners. Scrum Product Owner (Scrum Alliance)



Business Systems Analysis Program






Agile Software Development "Scum/Kanban"



ISTQB " International Software Testing Qualifications Board" 2018


ITIL "APMG International"



SQL Foundation



Linux Foundation



PMP "Project Management Professional"



CCNA "Cisco Certified Network Associate"



Graduation Project

Implementation of LTE Physical Layer with MIMO system using "Matlab & C" supported by Axxcelera Egypt. Grade: Excellent.

Faculty of Engineering. Ain-Shams

Electronics & Communications Department

Graduated September 2012


People Managment Advanced

Time Management Advanced

Open to learn Expert

Adaptability Expert

English Proficient

Arabic Native

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