Summary

Experience

DOHA EL-SAYED

Dubai, United Arab Emirates, Dubai +971********* adhfdx@r.postjobfree.com Highly skilled IT service management, event management and service delivery professional with a proven track record of delivering exceptional results. Strong focus on providing high-quality services and ensuring outstanding customer experiences. Expertise in building relationships, delivering tailored solutions, and embracing digitization and new technologies. Collaborative team player with a passion for continuous learning and driving excellence in all endeavours.

Service Delivery and Community Manager Apr 2022 to Current Siemens - Dubai, United Arab Emirates

Planning and executing the global roll-out strategy for the Comfy application at Siemens. Educating and training end-users for successful adoption. Implementing effective communication strategies to ensure smooth information flow. Demonstrated exceptional communication skills working across culturally diverse communities. Serving as a community manager to engage users and drive app adoption. Developing initiatives to educate users on maximizing app utilization. Ensuring quality assurance and prompt issue resolution. Engaging stakeholders, building relationships, and addressing concerns. Facilitating stakeholder communication and managing escalations. Maximizing user engagement and collaboration through community management. Achieving successful global roll-out and enhancing user experience. Guest Experience Operator Aug 2021 to Apr 2022

Expo 2020 Dubai- UAE Pavilion - Dubai, United Arab Emirates Ensure technical governance across a multi-disciplinary team to deliver excellent guest experience. Work closely with AV Controllers to ensure that the guest experience is optimized and that the experience is seamless.

Ensuring compliance with safety and quality standards. Operating the Guest Experience Management System and monitoring the experience flow and operation Analyze areas of concern and report this to the Guest Operations Manager. Communicate actions to cross-functional teams to ensure the guest experience is maintained to the highest standards.

Manage all radio communications with teams.

Resolve quality issues without the support and respond quickly to challenges faced within the Pavilion Supporting Guest Services team on guests flow management throughout the pavilion by anticipating possible issues and bottlenecks through camera monitoring Project Coordinator Aug 2020 to Apr 2021

Microsoft - Remote

Project Coordinator for the "Working Remotely Microsoft Course Material" (Freelance Job) Communicate between all stakeholders in the creation of the materials/ videos and ensure they meet client expectations and requirements.

Ensure materials meet specifications and quality standards and are cost-effective Coordinating with all stakeholders on production goals, schedules, etc.

Coordinate project activities and tasks, Monitor and track project progress. Identify and resolve project issues and risks.

Facilitate communication and collaboration among team members. Service Delivery Team Leader Jun 2018 to Mar 2020

Atos - Dubai, United Arab Emirates

Atos IT Service Provider and Team Leader for clients Johnson & Johnson and CSL Behring, responsible for monitoring, controlling, and supporting service delivery. Ensuring systems, methods, and procedures are in place and properly followed. Responsible for managing customer expectations, ensuring KPIs, SLA, and customer requirements are met, maintained, and exceeded.

Ensure solutions meet business needs and requirements. Staying current with the latest processes and IT, automating and modernizing systems Manage relationships with the customer and all stakeholders. Operate the Information Technology Service Management (ITSM) tool and IT service monitoring tools and align them with the IT service and support model.

Recognizing the customer's pain points and making recommendations on how best to leverage our product Skills

Education and Certificates

Languages

assets to solve their problems while achieving their goal. Operation Team Lead Jan 2017 to Mar 2018

Siemens - Cairo, Egypt

Managed and mentored team of 7 to deliver exceptional IT operations service. Facilitated communication between IT and the business, maintaining relationships with internal and external customers.

Improved numerous processes between IT and the business, effectively impacting the business and engaging business units in the improvement.

Worked closely with HR, overseeing the hiring, exit, and transfer process from the perspective of IT, ensuring proper user-related account management.

Drove continuous improvement and enhanced the user experience through the implementation of new applications and technologies.

Lead projects of implementation of new services

Optimize the utilization of resources and processes In-Country Project Coordinator Jan 2016 to Mar 2017 Siemens - Cairo, Egypt

Served as the country representative, managing new technology deployment projects, and providing end-user training and support in the MEA region.

Conducted UseIT masterclasses and rollout roadshows across the region. Managed risks and obstacles, ensuring timely completion of projects within scope and budget. Actively contributed to the Siemens UseIT Center, providing training and support to end users on various platforms for efficient utilization of IT products and services. Led digitization projects and raised user awareness while overseeing training initiatives. Service Desk Supervisor Dec 2010 to Jan 2016

Siemens - Cairo, Egypt

Provided on-call technical support for three Siemens sites in Egypt, ensuring prompt issue resolution. Responded to service desk system calls/incident tickets, diagnosing and resolving issues within agreed SLAs.

Enforced standard service desk operating procedures, accurately logging all tickets using ServiceNow. Supervised a seven-person team, handling incidents, service requests, and escalations while adhering to priorities and SLAs.

Monitored service desk records, implemented preventive actions, and met service levels efficiently. Utilized ITIL best practices and ServiceNow platform to streamline operations and enhance incident management.

Prepare statistics, reports and analyze the impact or consequence of key trends in the reports to all the IT heads in the region.

Fully responsible for the customer satisfaction.

Handle critical complaints.

IT Trainer Apr 2005 to Feb 2010

ICTC - Cairo, Egypt

IT Instructor for the International Computer Driving License ICDL and Microsoft Office Specialist (MOS) UNESCO Authorized tester for the supervision of ICDL exams Detail-orientated

Organization

Team management

Professional business writing

Troubleshooting

IT Service Management

Event Management

Project Management

Service Delivery Management

Customer Relationship Management

Collaboration and Teamwork

Digitalization

ITIL4 2020

AXELOS Global Best Practice

MCTS Web, and Windows 2006

Microsoft

Bachelor of Arts, Philosophy 2004

Bachelor Of Arts - Cairo

Arabic: First Language

English: C2

Proficient

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