C* General

Ahmed Mohamed Bahaa Eldin

Enterprise Project Manager at Vodafone Intelligent Solutions (VOIS) No.5, 2nd Neighborhood, District 16, El-Sheikh Zayed, Egypt E-mail: ad37mw@r.postjobfree.com Mobile: +20-103-***-**** LinkedIn: linkedin.com/in/ahmed-bahaa-22743289

Summary:

Dedicated Enterprise Project Manager with 7+ years of experience in technology field

&customer relationship management. Committed to achieving company goals and delivering exceptional service. Seeking to leverage my skills and expertise for continued growth and advancement.

Education:

- BBA in English Section.

Cairo University, 2016

Certifications:

- Microsoft Cloud Fundamentals: Explore (Mar 12, 2022, CompTIA)

- Azure Administration Essential Training (Mar 14, 2022, CompTIA)

- PRINCE2 Fundamentals (OCT 26, 2023, SKILLSOFT)

- PMP Course completion (JUL 4, 2023, PM-TRICKS)

- Business Process Consultant -ServiceNow-

- Technical Project Manager - ServiceNow -. Ongoing

- Certified System Administrator “CSA” – ServiceNow. Ongoing. Skills:

- Customer Relationship Management.

- Microsoft Office Suite.

- ITIL Management Framework.

- Agile and Scrum.

- Project Stakeholder Management.

- Project Management.

- ServiceNow Administration.

- ITSM Platforms.

- Integrations Management.

- Jira Platform.

- ServiceNow platform.

- Service Delivery.

- Language Proficiency: English (C1), French (Limited Working Proficiency) C2 General

Work Experience:

• ServiceNow project Manager, August 2022- Present.

-Coordinate a virtual project team consists of different work streams (steering committee, Commercial, GSMs, technology, operations, MIS & Finance) and working closely with the acquired account counterpart (Account project manager) and their management team.

- Document high level and detailed process and data flows including relevant policies, which enable upgrade, the current process.

- Apply quality management techniques to problem analysis and solutions in the project teams.

- Participate with Technical and Engineering teams to provide feedback on systems designs and developments.

- Coordinate Critical tasks in the projects plan that may cause risk if failed to the management team within VGE and the acquired account.

- Work closely with the acquired account to define & implement the scope of work. Then, define the detailed requirement and investigate the feasibility with the different stakeholders.

- Planning for the critical milestones and highlight any early risks that might affect the delivery date to the project steering committee & account team.

- Provide the acquired account with a back-up plan that ensures delivery on time to gain the account trust in the account management team (reliability).

- Manage the pre-launch workshops between our technology teams and product team to ensure the systems compatibilities and securities restrictions Communications & Negotiations.

- Coordinate the design phase between ServiceNow developers & customer requirements.

- Onboard the customer on ServiceNow.

- Supervise the training delivery of ServiceNow to the customer & service Desks.

- Notify management of jeopardy situations and take necessary actions to meet project deadlines.

C2 General

- Ensure good communication flow between team members on project level. Ensure entire teams are regularly updates on the big picture on what has been achieved and delivered within the acquired account.

- Define with them the major activities, due dates, responsibilities, and milestones. Make sure that the roles and responsibilities are not mixed from one to another one due to the VGE project’s complexity.

- Arrange regular Project Review meeting to track progress against plan and drive for mitigation where needed.

- Give the highest support to the account teams to accelerate the implementation and to avoid and failure in the delivery date.

- Drive for mitigation of any blockage in the implementation project where appropriate or escalate risks and issues.

- Raise any issues/challenges / risks facing the solutions projects with the steering committee and cascade down to the project team with any new decisions or changes Early Identification for any deviations in the project plan or during implementation so we can have fast corrective actions.

- Think of creative approaches beyond the normal ones to ease any complexities facing the project launch date.

- Ensure that affected users agree and can implement the proposed process. Reporting & Analysis

- Support the definition of appropriate KPIs and metrics to monitor progress towards the agreed scope of work and later in the operations.

- Gather and analyze data to prepare projects status reports indicating the progress achieved, milestones completed outstanding issues and budget expended.

- Leading one of VOIS Mega projects.

Subject Matter Expert for Vodafone Products.

• Digital Design & Enablement Analyst

Vodafone Global Enterprise, Jan 2022 – August. 2022

-Responsible for managing customer operations after the transition phase, make sure that the onboarding of any project has been deployed correctly and meets the needs, either it is on ServiceNow or VGECO & other internal platforms.

-Responsible for the operation, support, and maintenance in relationship to the company’s IT systems within the Integration domain (main applications include but not limited to

(VGECO, ServiceNow, Remedy).

Second line support and maintenance of the IT applications and supervising role on supported application area (ServiceNow - ITSM - COVE ). C2 General

-Second line maintenance and support means highest escalation level on trouble shooting responsibility, deepest system knowledge and specialization on platforms and services than in first line maintenance.

-The activities include end user and daily first line maintenance support, application maintenance, vendor management, furthermore participation in developments handover on the operations part. Maintains direct vendor contact regarding third line maintenance support issues and fault tracking as we manage ServiceNow as admin & maintain the integrations between the platform and all other applications.

-Sets up systems and application monitoring tools for the first line maintenance service departments’ surveillance and trouble shooting. Prepares documentation and sets up of alarm systems with correlation rules.

-Checks that both user and vendor SLAs are held and that matches the blue prints agreed with the customer. Suggest improvements in all areas I support and maintain through ServiceNow Platform.

Network Specialist, Sep 2020 - Jan 2022

- Deploy and maintain IT network infrastructure for various organizations.

- Manage network upgrades and troubleshoot network errors.

- Handle network triage, inbound calls, and emergency technical issues.

- Monitor servers, escalate issues, and ensure optimal uptime.

- Implemented an initiative to reduce Mean Time to Restore Service (MTRS).

- Perform routine maintenance, anticipate problems, and provide network security. Service Desk Senior Advisor, May 2020 - Sep 2020

- Gathered information through client conversations and support tools.

- Fixed customer-reported issues and engaged with other service resources as needed.

- Generated user requirements in the self-service intranet and updated request statuses.

- Contributed to achieving organizational objectives and significantly improved Net Promoter Score (NPS).

Resource Manager, HR Brain "INFOTEK", Feb 2020 - May 2020

- Communicated with and tracked IT candidates.

- Evaluated client requirements and pre-screened candidates for IT opportunities.

- Negotiated contract terms and facilitated interview arrangements. Sales & Service Officer, HSBC Bank, Oct 2018 - Feb 2020

- Provided banking solutions and opened new business opportunities for customers.

- Ensured compliance with regulations and bank guidelines.

- Obtained Customer Due Diligence (CDD) for customers. C2 General

Business Care Consultant, Vodafone Global Enterprise, Feb 2017 - Oct 2018

- Handled customer inquiries, complaints, and information recording in CRM.

- Identified customer needs, provided solutions, and attracted potential customers.

- Maintained customer records and updated account information. Accountant, Crescent Egypt Insurance Broking S.A.E, Oct 2016 - Jan 2017

- Managed daily transactions, American ledger, and insurance policies.

- Reviewed bank statements and reconciled bank accounts. Sales Representative, Istikbal Mobilya A.S., Aug 2013 - Apr 2016

- Improved customer relations, provided product recommendations, and achieved sales targets.

Personal Information:

- Date of Birth: Jan. 1st, 1995

- Marital Status: Single

- Military Status: Exempted

- Nationality: Egyptian

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