Business Analyst, Project management, Software Management, Agile

Career Summary IT senior business analyst and project manager with proven track record of enterprise-wide successful systems implementation in different telecom and healthcare domains and special focus on CRM, order management, business process improvements, and healthcare MISs.

Work Experience

June 2014 - Present, siParadigm LLC, New Jersey, United States

IT Lead Business Analyst & Project Manager

Acted as lead business analyst for healthcare applications including laboratory information system, sales and CRM, and peripheral interfaces.

Comprehensive Management of requirements management activities with Agile and Scrum Processes and utilizing mockup and wireframes for business analysis activities.

Streamlined software development lifecycle processes with the standard best practices covering requirements management, source control, software quality management, release management processes.

Successful deployment of IT offshore business unit in Cairo to build and support new laboratory information system.

Built and offshore CRM business unit with the needed hardware telephony and successfully managing a project to integrate Avaya IP Office with 3CX Telephony system

Smooth transition of IT infrastructure into Amazon cloud to reaching a 99% reliability and availability of IT infrastructure.

Acted as a liaison between business units and software development team to implement sales management module for healthcare laboratories.

Decreased the turnaround time of HL7 interconnect projects with potential clients to 1-2 weeks by implementing a robust open source scalable HL7 software.

Overlooked the implementation and deployment of new medical billing software with ICD10 and gateway interface.

February 2007- June 2014, Etisalat Misr, IT Department

As a member of the prelaunch Etisalat team, I have played many roles in different capacities.

Siebel Call Center Release Manager, January 2011- June 2014

Managing a team of experts to implement Siebel CRM Call Center release implementation

Effectively coordinated the business user requirements and design sessions and reviewing vendor deliverables.

Complete ownership of change management processes related to the enterprise-wide CRM program introduction and recommending launch different launch approaches

Aligned with Accenture as a third-party auditor on the implementation vendor deliverable to assure their quality.

Documenting all customer care and retail as-is processes, and proactively proposed to-be processes.

Wrote and validated test cases for the User Acceptance Testing activities.

Challenging vendor (IBM) proposed solutions for Siebel implementation and providing recommendations for better implementation approaches based on understanding of the existing architecture.

Business consulting for telecom end-to-end business processes with recommendations of proper solutions that increase the call center efficiency KPI’s such as Average Handling Time (AHT) and First Call Resolution (FCR)

Managing integration between Oracle Siebel and many OSS nodes such as HLR, PCRF, etc.

Managed cross function teams in Customer Care, Commercial, IT, and Sales, defining integration strategies and process re-engineering initiatives.

Key-member of the team handling requirements for Siebel Product Catalog and Order Management

Collection System, Roles: Business Analyst, Project Manager

Introduced a new collection application improving the collection lifecycle time by 25% and increasing the collected amount by 20% with increased user efficiency

Managed the end-to-end development and testing of the application lifecycle

Cross-functional managing of User Acceptance Testing (UAT) engaging users from customer care, finance and IT

Coordinated with support team a very smooth service transition into production environment.

Business Analyst: Demand, Product and Service Management

Effectively managed smooth service transition to production environments to support team.

Provided innovative solutions for new commercial products and services requirements.

Analyzed end-to-end customer processes to contract OTS order management system.

Managed the implementation of many BSS/OSS integration projects.

Provided thorough analysis of production issues to come up with innovative solutions.

Took responsibility of customer care/Marketing business analysis

Managed a team to develop an in-house CRM system featuring 360-view customer profile integrating with many BSS/OSS nodes such as billing, IN, and HLR and handling end-to-end order fulfillment cycle.

Manage cross functional business teams, user acceptance testing, issue resolution, and post production 3rd level support for new in-house customer care applications.

November 2005- February 2007

Solution Designer, Global Business Services (GBS), IBM, Egypt

Development and Testing Teams Leader, New National Passport Issuing System

Took responsibility of customer requirements gathering and acceptance

Managed the design and implementation team activities and took responsibility of deliverables

Managed integration with other vendors’ development work

Lead the testing team to ensure the quality of the deliverables.

Participated in the design and development of a bill collection project in Egypt Post.

March 2004 – October 2005

Analyst Programmer, VODAFONE, Egypt.

Billing & Invoicing Team, Professional Services Team, Vodafone Egypt

Hands-on experience in the LHS BSCS billing and invoicing team

Participated in developing and billing of new rate plans using BSCS billing system.

Proactively proposed new efficient changes in the bill cycle process workflow.

Effectively managed cross-department work activities that involved colleagues from marketing, application support, service engineering, and call center with different levels.

Participated in the development of Event Rating version 7, a multi-tier J2EE large application including many technologies like EJB, JSP, RMI, XML, and Oracle PL/SQL through the full software development lifecycle.

Provided support to team members on version control and environment setup

Education

Masters of Business Administration (MBA), the American University in Cairo (AUC), 2011

GPA : 4.0 / 4.0 (Highest GPA in graduating class)

Bachelor of Science, Computer Science, the American University in Cairo (AUC), 2002

Minor: Business Administration

GPA: 3.80/4.0 (Highest Honors)

Professional Training Programs

Oracle Siebel Core Consultant, Cairo, Feb 2012

Advance Project Management Training: Amideast Cairo, Feb 2009

Project Management Training: Amideast Cairo, November 2008

E-TOM Business Process Framework & SID Training, Cairo, 2009

Management courses : Communication Skills, Presentation Skills, The Seven Habits of Highly Effective People, and Time Management

Dale Carnegie course for personal development, Dale Carnegie, Cairo

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