Customer Service Manager

PERSONAL DETAILS

Elwaleed Khafagy

*** ******* ** – R2-3 Whitehall – PA - 18052

M: 484-***-****

E: acsg53@r.postjobfree.com

US Work Eligibility: Yes

Bilingual Arabic- English

Will to travel: Yes

Will to relocate: Yes

Ref: Available on request.

AREAS OF EXPERTISE

Microsoft Project

Windows Server 2012

Hyper-V

Office 365

Windows Azure

Exchange Online

SharePoint Online

Lync

Active Directory

DHCP

DNS

Bitdefender AV

GravityZone AV server

MS SQL server

e-Agenda

Software Development

Cloud Computing

Digital Signage

Hand-Held

POS

Smart Surveillance

Access Control

Microsoft Office

Microsoft Training

Hospital devices

Project planning

Project Scope

Project Scheduling

Budget Management

Quality Management

Staff management

Risk management

PERSONAL SKILLS

Positive attitude

Leadership

Confident

Team Building

Motivation

Communication

Influencing

Decision Making

Political Awareness

Culture Awareness

Negotiation

Goal orientated

Flexible & adaptable

PREVIOUS PROJECTS

Essex County NJ Welfare

NJ Board of Medical Examiners

City of Englewood NJ

NJ State DCA

Ministry of Defense Egypt

Ministry of Interiors Egypt

Traffic Administration Egypt

National Railways Egypt

HSBC Egypt

Banque Du Caire Egypt

UN Peace-Keeping

Clinics in Darfur, Sudan

Lebanon Field Hospital

Banisouf Military hospital

Air Force hospital

Portsaid Military Hospital

Suhag Military Hospital

Spinal Surgery Center

Afghanistan Hospital

Microsoft Certification

Windows NT

Windows 2000 server

Windows 2003 server

Windows 2008 server

Exchange 2007

SQL 2005

Volume license

PERSONAL SUMMARY

20 years of professional experience and accomplishments in Egyptian Armed Forces – Fujitsu Services Egypt – Bright Star e-Solutions

Certified Project Management Professional (PMP)

Microsoft Certified MCT-MCITP-MCSE-MCSA-MCTS-MCP

Certified BMET from US Air Force

Very Strong, interpersonal skills such as leadership, communication and positive attitude.

CAREER HISTORY

Bright Star e-Solutions NJ - USA

Project Manager – IT Manager NOV 2013 till Now

Work with customer to define project requirements, business objectives, and statement of work and project plan.

Work with customer to produce project estimates and change requests.

Manage Software Development of e-Agenda application versions.

Improve company’s policies and procedures by Process Reengineering to achieve successful implementation

Manage planning, development and implementation of information technology projects or programs from collecting requirements to implementation.

Plan, Assemble, develop, direct and monitoring project teams, identify appropriate resources to achieve the project objectives and to complete milestones and deliverables within budget and schedule.

Monitoring and reporting the scope, schedule, and budget and taking the appropriate actions to keep the project on track.

Plan, Identify, categorize, mitigate, resolve and report project issues and risks.

Defines the communication interface to all stakeholders

Create and maintain Knowledge base and lessons learnt.

Assist in RFI and proposals

Responsible for the performance of operation and production in accordance with contract requirements and company policies, procedures and guidelines.

Oversee all aspects of operation and production including coordinating resources, project scheduling and capacity planning.

McCann School of Business (Allentown – PA)

Adjacent Instructor May 2015 - Now

Provide specific courses on an as-needed basis.

Hold the responsibility for the management of courses taught.

Plan and implements training associated course syllabus.

PMP Freelancer Trainer Aug 2012 - Now

Conduct PMI Project Management training to clients onsite and at classroom

Plan and implements training associated with PMBOK 5th edition.

Collaborate with subject matter experts to develop curriculum

Maintains personal knowledge of current PMI standards

Demonstrated knowledge of training methods and best

Excellent organizational, interpersonal, communication and customer service skills.

Learn new technology quickly and Strong client service orientation

Self-Development Oct 2011 – Aug2012 -USA

Develop my project management knowledge and skills so that when I lead a project I am better at organizing it both in terms of resources and tasks.

Improve my ITIL knowledge so that I enhance IT services - reduced costs – improve customer satisfaction - improved productivity - improved delivery of third party service

Fujitsu Services Egypt

Project Manager – Microsoft Training Director Jun 2008 – Oct 2011

Accountable for managing the delivery of critical projects, and for providing managerial support for all the projects conducted by the company. Also responsible for providing monthly financial and technical updates of any known issues/risks to Senior Manager.

Provide support to PMO to adopt Methodologies, using specific templates and Process reengineering to achieve successful implementation

Project Definition & Plan Development.

Budget Management. Supports the preparation of and reviews the project budget.

Scope & Change Control. Defines and agrees an affordable scope and operates an effective change control process

Reporting. Controls & monitors against the plan

Escalates issues causing deviance from agreed budget, timescales or quality

Team Management. Assembles and Leads the team to success and excellence

Stakeholder Management.

Defines the communication interface to all stakeholders

Issue and Risk Management.

Meet Customer Expectations

Knowledge Sharing. Contributes to a proper knowledge transfer and skills

Egyptian Armed Forces

Biomedical Engineering and Procurement Officer Jul 1994 – May 2008

Accountable for managing the procurement of medical Devices, and for providing Technical support for all the Hospitals projects conducted by the Egyptian Armed Forces. Also responsible for providing monthly and weekly reporting to my superiors

To undertake the tendering, evaluation, placement and monitoring of a portfolio of Armed forces (Medical Department) contracts

To assist in the selection of appropriate suppliers and contractors, to promote good procurement practice with due regard to sustainability, ethical purchasing standards and whole life costing.

To participate in negotiation of contract terms on a range of central contracts and to monitor performance against these contracts.

To actively promote the procurement function within the Armed forces (Medical Department) including the development and improvement of training and skills of staff involved in the devolved purchasing environment

To participate in internal and external meetings, promoting procurement best practice.

To support and undertake projects for the Value for money Steering group and report findings and make recommendations to support change of policy.

To have up to date knowledge of related procurement legislation including EU, FDA, NFPA regulations.

Military Information Systems Institute - Fujitsu Academy – (and more)

Microsoft freelancer Trainer Dec 2005 – Jun 2008 (Part Time)

Conduct Microsoft technical training for various clients onsite and at classroom

Plans and implements training associated with new technology and upgrades.

Collaborate with subject matter experts to develop curriculum

Maintains personal knowledge of current trends in training

Demonstrated knowledge of training methods and best

Excellent organizational, interpersonal, communication and customer service skills.

Learn new technology quickly and Strong client service orientation

EDUCATION AND CERTIFICATIONS

Certified PMP (Project Management Professional) 2011

Project management diploma at RITI Egypt (PMI Certified course)2010

Applied Engineering Bachelor (Biomedical) From Military Technical Institute with Honor Graduate, with excellent Grade 1994

Biomedical Equipment Maintenance Training Course with Honor Graduate at Sheppard Air Force Base, Texas, United States of America 2004

Microsoft Certified Trainer ( MCT ) since 2005

Microsoft Certified IT Professional ( MCITP )

Microsoft Certified Business Management Solutions Professional

Microsoft Certified Business Management Solutions Specialist

Microsoft Certified Technology Specialist ( MCTS )

Microsoft Certified Systems Engineer ( MCSE )

Microsoft Certified Systems Administrator ( MCSA )

Microsoft Certified Positional ( MCP ) since 2000

FCP Content Manager-Administrator 4.0 (FILENET 8)

FCP Forms Manager-Administrator 4.0 (FILENET 8)

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