AHMED ABDEL-DAYEM MAHMOUD

AlNarges *th Area, Villa number 50, New Cairo, Egypt

? +201*-*****-***

+201*-*****-***

LinkedIn Profile [pic]: http://eg.linkedin.com/in/adayem E-mail:

acyr1k@r.postjobfree.com

To add value for my employer in the management of Quality,

OBJECTIVE Organizational & Business Excellence processes improvements,

Enterprise Project Management Office, Customer Experience, policies,

internal audit, and compliance.

20+ years of total experience in Telecommunication and Information

PROFILE Technology.

Certified Manager of Quality/Organizational Excellence from the

American Society for Quality (ASQ-CMQ/OE) since October 2008.

Education & Awareness Chair for ASQ (Local Member Community - LMC)

Egypt

15+ years of experience in managing quality, ISO standards, internal

audit, Agile, CMMI, lean and Six Sigma.

Solid experience in managing ICT & improvement projects across

different departments.

Lead Auditor (IRCA Registered) for Quality, Environmental,

Occupational Health & Safety Management Systems (ISO 9001:2008, ISO

14001:2004 and OHSAS 18001:2007) with experience in Telecom.

IT Operational Governance Manager, Etisalat, Egypt

EXPERIENCE Managing the development, integration, implementation, and improvement

of IT processes, B2B processes, and HR processes with the

13/6/10 - cross-functional team of process owners and section heads to comply

Pres. with ISO 20000:2011 and ISO 9001:2008 international standards.

Lead ISO certifications for Etisalat on time, with high quality, and

[pic] with minimum cost.

Leading the cross-functional ISO internal audit team in the IT

department in order to manage the internal audit activities which

include planning, conducting audit visits, reporting, and follow up.

Govern IT performance through central reporting (i.e. IT KPI's,

dashboards, reports).

Developed & enhanced the project management process with related PMO

team members.

Lead many improvement projects in the IT department (i.e. enhance time

to market (TTM), reducing solution and service defects through the

SDLC cycle, initiate smart spending methodology to optimize cost and

increase profitability for Etisalat, improve SLA compliance rate)

Developing and improving Etisalat cross-functional processes (i.e.

business continuity).

Leading B2B processes work stream with cross-functional process

members.

Managing the IT risk management process with Etisalat Risk Assessment

Committee.

Promote best practice and business excellence sharing (i.e. Agile,

ITIL, Six Sigma, eTOM).

Provided internal audit training for ISO internal audit teams and

received excellent ratings.

Own the IT Service Level Management process to establish, maintain,

and measure SLAs & OLA

Own and manage the IT Customer satisfaction process as part from the

IT continues improvement.

TQM Senior Manager, Etihad Atheeb Telecom Company "GO", Riyadh, K.S.A

26/12/09 - Lead the development of total quality management system (TQM)

31/5/10 complaint with ISO 9001:2008.

[pic] Developed HR & Administration processes with related process owners.

Played a key role in an organizational development project to develop

world class organization structure, job descriptions and authority

matrix for all divisions in the company.

Quality Assurance & EHS Manager, Alcatel-Lucent, Riyadh, K.S.A

7/9/09 - Managed Quality Management System (ISO 9001), Environmental Management

16/12/09 System (ISO 14001), and Health & Safety Management System (OHSAS

18001).

[pic] Successfully improved the overall internal audit group results with

different business action owners.

Freelance Telecom Quality Consultant, Egypt

6/2/09 - Provide quality consultation and internal quality audit support for

31/8/09 Telecom & IT organizations.

Business Improvement Manager, Vodafone Egypt

1/1/08 - Managed Six Sigma deployment (Project selection and tracking, Green

5/2/09 and Black Belt selection, Process and data analysis tools, sharing

best practice, and benchmarking).

Managed the first wave of Six Sigma Training for 25 trainees &

obtained Six Sigma Green Belt.

Managed two six sigma projects (1) Improving investment decisions and

business case processing

(2) Reducing billing cycle time and billing errors.

Quality & Environmental Standards Manager, Vodafone Egypt

21/11/98 - Professionally managed cross-functional teams of more than 70 ISO

31/12/07 members and process owners to establish, implement and maintain

quality and environmental management system that comply with ISO 9001,

ITIL, eTOM, TL9000 and ISO 14001 international standards.

[pic] Represented Vodafone Egypt in the Global Quality Forum to share best

practices.

Provided awareness programs and ad-hoc training to ISO members and

procedure owners.

Supported the control of waste management, energy management and noise

management to improve Vodafone Egypt environmental performance.

Supported the development and improvement of health and safety

procedures.

Managed and lead all the ISO internal audit activities (i.e. planning,

scheduling, conducting

Consolidated audit reports, corrective action requests, observations

and recommendations.

Integrated and improved many business processes (i.e. technology

change management).

Aligned VFE processes with VFG Process Model, VFE Values, and

Sarbanes-Oxley act (SOX).

Lead the EFQM assessment requested by Vodafone Group and worked on the

improvement opportunities and the action plans.

IT Operations & Support

Managed and coached IT Help Desk team who provides IT support to

internal staff.

Developed, monitored and managed IT Help Desk and support processes

and policies.

Developed job descriptions for different technical support engineers

and help desk staff.

Participated in the development of different roles and

responsibilities between different IT teams.

Developed IT desktop handout to reduce frequently asked questions

arrived to help desk.

Improved the performance of IT help desk, customer satisfaction level

and resource utilization.

Provided online support, performed scheduled pack up and administered

user accounts.

Managing Business Continuity

Improved Vodafone Group internal audit evaluation for BCP from

unsatisfactory to good & received (5,000) Egyptian pounds as a reward

& formal recognition letter.

Established Business Continuity Management (BCM) policy and strategy

that provides the foundation for BCM capability, development and

implementation in line with the group policies.

Managed Business Continuity Plans and disaster recovery within

Vodafone Egypt at both operational and organizational levels to ensure

the availability of all key business resources required to support

essential or critical business activities.

Lead a cross-functional team of 13 BCP members to identify risks,

conduct ongoing risk assessment and mitigate risks in different ways

(i.e. elimination, substitution

Developed and implemented simulations/drills to test BCP readiness and

improve performance.

Shared best practice with Vodafone Group using intranet and monthly

phone conferences.

Computer Instructor, New Horizons, Al-Khobar, K.S.A

1/11/96 - Provided Training on many computer courses & received an excellent

15/6/98 overall rating.

Sales Rep., Al-Falak Elec. Equip. & Sup. Co., Al-Khobar, K.S.A

8/4/95 - Managed sales orders successfully with large companies, like Saudi

31/10/96 Aramco and achieved targets.

Co-op Student, Saudi Aramco, Al-Hassa, K.S.A

5/2/94 - Coordinated computer lab activities and developed automated training

17/8/94 materials inventory system.

B.Sc. in Management Information Systems (MIS), King Fahd University of

EDUCATION & Petroleum and Minerals (KFUPM), Dhahran, Kingdom of Saudi Arabia,

CERTIFICATION January 1995, GPA: 2.8/4.0

[pic] Certified Manager of Quality, the American Society for Quality (ASQ),

Cairo, 18th of Oct. 08

Diploma in Total Quality Management (Six Sigma, ISO 9001, 14001

Implementation), American University in Cairo (AUC), Cairo, Sep 03 -

July 04.

Currently studying MBA, Edinburgh Business School (EBS).

Microsoft Certified Professional (MCP), Cairo, 1999.

TRAINING Awarded the best manager in my operating company during the MASTERS

training program organized by the HR of Etisalat Egypt, 2014.

Certified Six Sigma Green Belt Course.

Successfully Completed QEHS Lead Auditor Courses (IRCA Registered) for

Quality, Environmental, Occupational Health & Safety Management

Systems (ISO 9001:2008, ISO 14001:2004 and OHSAS 18001:2007).

Professional Project Management, Vodafone & AUC, Cairo, March 07.

GSM Overview, Vodafone Egypt Academy, Cairo, Jan 05.

Leadership for the Quality Century Workshop, Lean Enterprise Workshop.

Business Simulation, Journey to Leadership, Effective Presentation

Skills, Business Awareness, Stress and Time Management Seminar.

7 Habits of Highly Effective People, The Power of Influence Workshop

Managing a Help Desk, TechLink Training Incorporated, USA - New

Jersey, April 2000.

Excellent communication, interpersonal and presentation skills.

SKILLS Excellent proven leadership skills to manage different

cross-functional teams.

Excellent training skills with the ability to develop training

materials.

Dynamic, innovative, active and self-motivated.

Senior member of the American Society for Quality (ASQ) (www.asq.org)

MEMBERSHIP Member of the Egyptian Society for Quality (www.esq-eg.org)

Member of the Egyptian Syndicate of Scientific Professions

(http://www.essp-egypt.com)

Born in August 16, 1970 (Cairo) and willing to relocate.

PERSONAL Egyptian nationality, Muslim, married, 3 children.

Excellent command of English & Arabic.

Reading & writing about cars, testing cars.

HOBBIES Swimming and football.

REFERENCES Available upon request ( [pic] http://eg.linkedin.com/in/adayem ).

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