Sameh Ismail Abdelrahman Mohamed

Personal

Information

• Place of birth: Alexandria, Egypt.

• Date of Birth: 20th August 1984.

• Marital status: Married.

• Nationality: Egyptian.

Academic

Background

B.Sc., Computer Science and Automatic Control Department, Faculty of Engineering, Alexandria University, Egypt.

• Graduation year: 2006

• Overall grade: Distinction with degree of honor (91%).

• Rank: the 7th.

• Excellent in all years.

Qualifications

Summary

- CRM manager/senior techno-functional consultant with over than 14 years of IT experience and extensive implementation experience in CRM/ UCM Applications.

- Proven track record of managing, analyzing, configuring and customizing CRM solutions for multiple Clients with excellent business domain experience in Telecom& Finance industry specific CRM, Call Center and UCM Applications.

- Extensively worked as a Techno-Functional consultant in providing CRM solution with excellent business domain experience in Siebel Telecom& Finance industry specific applications and Siebel Call Center and UCM Applications.

- Excellent Communication skills

- Advanced Problem-Solving Skills combined with ability to foresee risks

- Thorough and sound understanding of the business needs

- Ability to address the Customer needs in technology terms

- Visualizing design and supervising the development

- Good working knowledge in SQL, PL/SQL and AIX.

- Problem solver with high analytical skills and problem tracking/ solution skills.

Development

experiences

(Projects)

• AL Rajhi Bank, KSA – MS Dynamics CRM Technical Project Manager

(July 2020 – Now)

Working as the technical project manager for the Corporate CRM project in Al Rajhi Bank.

Riyadh, Saudi Arabia.

+966-***-***-***

adlrfa@r.postjobfree.com

Role: CRM technical project manager

Responsibilities:

- Managing the activities of the project as the vendor technical project manager from Riyadh.

- Leading a team of 7 offshore team members including business analysts and CRM consultants

- Conducting the mock up demos to the business team and to the business GM

- Leading the analysis and requirements gathering sessions of the project

• AL Rajhi Bank, KSA – MS Dynamics CRM Project Manager/ Senior CRM Functional Consultant (June 2018 – July 2020)

Managing the UFE Framework project and Advanced CRM phase I project. Also, participating in the project management team and as a senior functional consultant for both Customer Onboarding and Customer Data Management CRM projects

- UFE (Unified Front End) Framework Project aims to provide the branches’ users of Alrajhi Bank with one unified frontend system by enriching the Dynamics screens with more data for inquiries and embedding the backend systems inside Dynamics CRM through iFrames.

- Advanced CRM project focused on enriching the customer 360 view and empowering the call center agents to trigger functions on multiple backend systems (core banking, loan management, cards management…) from CRM screens

- Customer Onboarding project is mainly for creating new customer information file, current account and express remittance membership card from Dynamics CRM through integration with core banking systems

- Customer Data Management is mainly for managing amendments of customer data including KYC updates from Dynamics CRM through integration with core banking systems

Role: CRM project manager/ Senior functional consultant Responsibilities:

- Managing the activities of the UFE Framework project as the vendor project manager.

- Managing the activities of Advanced CRM phase I project as the vendor project manager.

- Participation in both Advanced CRM phase I and UFE Framework projects as a senior CRM functional consultant utilizing my Banking/ CRM knowledge

- Participation in the Customer Onboarding and Customer Data Management projects as a senior functional consultant and acting PM as well

• AL Rajhi Bank, KSA – MS Dynamics CRM Senior Business Analyst

(March 2018 – May 2018)

Leading the business analysts’ team to build a consolidated business requirements document for ARB call center as a prerequisite for the Advanced CRM Project

Role: Senior Business Analyst

Responsibilities:

- Leading the business analysis team to produce the consolidated BRD.

- Understanding the business needs and providing guidelines to prepare wireframes of the CRM screens.

• Saudi Telecom Company (STC), KSA – Siebel CRM Architect (June 2016

– February 2018)

Working as a Siebel CRM Architect to enrich and support the development of Siebel CRM in STC.

Role: Siebel CRM Architect

Responsibilities:

- Utilizing the Siebel Open UI capabilities to build a more user-friendly interface that helps agents to serve STC customer quickly and in the best possible way Supervising Siebel developers working in the team.

- Ability to foresee risks and guide the team members on how to avoid such risks.

• Arab National Bank, KSA – Siebel CRM Team Manager (June 2015 – May 2016)

Working as a Manager for the Loan Origination System (LOS) which is the Siebel CRM System in the ANB bank.

Role: CRM Team Manager

Responsibilities:

- Managing an offshore development team (4 to 7 team members located in Alexandria - Egypt) and being the connection point between ANB and the development team.

- Participation in preparing and revision of the business analysis documents by attending the business analysis workshops with business users and business analysts as well as providing sign off and comments if any.

- Assessing and estimating required efforts to achieve the requirements.

- Scheduling and assigning the tasks within the team as well as identifying and following up for the tasks required from other teams within the bank like Finacle (Core Banking System), FINNONE (Loan Management System), Vision Plus (Credit Cards System), …

- Providing a reports/presentation to show the progress/achievements.

• Riyad Bank, KSA – Project Manager of Siebel UCM Upgrade Project

(July 2014 –May 2015):

Managing the UCM Upgrade Project which aims to upgrade the UCM 7.8.2.4 to the latest version 8.1.1.11 and make use of the newly introduced features such as IIR Integration, Child Entities Survivorship rules. Also, as part of the project, the GoldenGate tool was utilized to achieve a zero down time upgrade to avoid having outage for the 24/7 UCM application in Riyad Bank. Role: Project Manager and Senior Techno-Functional Consultant Responsibilities:

- Managing a team of four resources with the target of upgrading the current UCM version to the latest version 8.1.1.11

- Providing Technical and Functional Guidance for the team members to achieve the expected targets in the minimum possible time to meet the bank’s expectation

- Holding meetings with the key stake holders of the project from the bank side

(Business and Technical) to gather their expectations and to identify their main pain areas in the current version to come up with a plan to address those either during the current upgrade phase or during the next enhancements phase

• Mobily, KSA – Team Leader of the CRM Enhancements and Open UI Track (September 2012 –June 2014):

Leading the Siebel Enhancements Track that is responsible for introducing new innovative solutions and ideas to enhance both Performance and Usability of the CRM Application.

Role: Siebel Team Lead and Senior Consultant

Responsibilities:

- Technically leading a team of five members working on Using the Siebel Open UI (part of 2012 Innovation Pack) to come up with a new design for the Siebel CRM application and make it more usable and user friendly.

- Leading the team responsible for implementation of the Siebel Mobile Applications to be used for roaming agents in the outlets to serve customer in timely manner

- Coming up with new ideas on how to enhance the users experience with CRM by enhancing both Performance and trying to decrease the navigation steps done by agents to perform the most common functions.

• Mobily, KSA – Senior Siebel Analyst of the CRM Development Team – Consumer Track (January 2012 –August 2012):

Worked as a Senior Siebel Analyst within the consumer track that takes care of the BAU (business as usual) projects targeting the consumer sector of Mobily’s customers

Role: Senior Siebel Analyst

Responsibilities:

- Participating in the requirements gathering phase and attending meeting with different teams to identify the exact scope of Siebel CRM modules

- Preparing the HLD (High Level Design) Document and guiding the team members on how to implement the requirements

- Making sure that the new changes comply with the Order Management Vanilla behavior and trying as much as I could to avoid heavy customizations and scripting.

• Mobily, KSA – Team Leader of the CRM Development Level 3 Support Team (March 2011 –January 2012):

Leading the Siebel Development Level Three Support team that is responsible for supporting the CRM application and implementing fixes for production Siebel CRM Application

Role: Siebel consultant and Team Lead

Responsibilities:

- Guiding the team members and helping them in problems investigations and helping them to implement the most effective problem solutions from the problem resolution perspective and also performance perspective.

- Organizing the work for the team and prioritizing the outstanding issues according to their severity and business impact.

- Fixing issues happening in Production environment. This includes modifying Business Layer Components (BCs), debugging and fixing Scripts and Workflow Processes.

- Implementing new Data Validation Rules required.

- Support Siebel Workflow process and Business Service modules.

- Interaction with Different technical teams including Billing, Integration and DBAs. Also, interaction with Business users to get proper and accurate issue description and provide them with workaround solutions until the permanent fix is deployed to production environment.

- Helping in the investigation of the server crashes by analyzing the FDR files.

- Supporting complex PL SQL procedures used by other teams like Billing and Finance by debugging/ fixing any reported issues and implementing new requirements.

• Mobily, KSA – CRM Development Level 3 Support Team (December 2009 –February 2011):

Supporting the CRM application and implementing fixes for production Siebel CRM Application

Role: Siebel consultant

Responsibilities:

- Fixing issues happening in Production environment. This includes modifying Business Layer Components (BCs), debugging and fixing Scripts and Workflow Processes.

- Implementing new Data Validation Rules required.

- Support Siebel Workflow process and Business Service modules.

- Interaction with Different technical teams including Billing, Integration and DBAs. Also, interaction with Business users to get proper and accurate issue description and provide them with workaround solutions until the permanent fix is deployed to production environment.

- Helping in the investigation of the server crashes by analyzing the FDR files.

- Supporting complex PL SQL procedures used by other teams like Billing and Finance by debugging/ fixing any reported issues and implementing new requirements.

• Riyad Bank, KSA – Siebel UCM Implementation – Phase II (August 2009

–November 2009):

UCM Phase II production support during the project’s warranty period Role: Siebel UCM consultant

Responsibilities:

- Support high availability 24 X 7 production environments.

- Pro-active diagnosis and problem prevention.

- 2nd line support along with defining technical strategy for the application.

- Support Siebel EAI and EIM and other integration processes.

- Support Siebel Workflow process and Business Service modules.

- Interact with management, customers and development to provide updates on system availability, plan application maintenance through change management and manage execution of periodic releases.

• Riyad Bank, KSA – Siebel UCM Implementation – Phase II (February 2009 – July 2009):

Batch integration with Riyad Bank source systems and Performance enhancement for Siebel server and EIM jobs

(Phase II of the project covers the corporate customers) Role: EIM (Enterprise Integration Manager) consultant Responsibilities:

- Design Initial and Daily batch loading extracts from Riyad Bank source systems to UCM.

- Running and configuring EIM tasks to load legacy data from source systems into UCM.

- Involved in Data Mapping for loading the Legacy data and prepared complex SQL queries, configured and optimized configuration (.IFB) files to run EIM job for data load.

- Working on enhancing the performance of EIM jobs by Tracing the generated SQL statements and adding indexes to the base tables to speed up the EIM jobs and modifying the ifb files parameters like ONLY BASE TABLES and ONLY BASE COLUMNS

• Riyad Bank, KSA – Siebel UCM Implementation – Phase II (October 2008 – January 2009):

Building data model for the customer including Analysis, Design and Build of customized Siebel UCM Data Model to comply with the customer Business needs.

(Phase II of the project covers the corporate customers) Role: Siebel Data Model Architect

Responsibilities:

- Participation of Riyad Bank’s source systems analysis and holding meetings with business/ technical source systems owners to collect their requirements and check for data available in their systems to load to UCM initially.

- Studied the requirement and high-level design for Customer information creation and amendment operations and prepared the Low-level design document to configure the application and interfacing of the Siebel UCM system with external systems with Siebel Integration capabilities.

- Customized the out-of-the-box using Siebel Tools creating and modifying business objects, business components, views, screens and applets.

- Involved in the configuration of Static & Dynamic Picklists using Joins and LOVs.

- Extended the Siebel tables through Custom tables and columns and created User keys and Indexes.

• Saudi Telecom Company, KSA – Siebel Production Rollout Support

(July 2008 – September 2008)

Rollout support for a Siebel e-communication implementation is Saudi Telecom Company

Role: Siebel Consultant/ trainer

Responsibilities:

- First line support for call center agents to make sure that they have no issues in using the applications

- Forward technical issues to technical team after proper technical reformulation of the issues faced by call center agents and after doing initial technical investigation of the issues

- Holding training sessions to the call center agents and business management

• Riyad Bank, KSA – Siebel UCM Implementation – Phase I (April 2007 – July 2008):

Implementation of Siebel UCM (Universal Customer Master) in Riyad bank

(Phase I of the project covers the retail customers) Role: EIM (Enterprise Integration Manager), Data Model and Administration developer/ analyst

Responsibilities:

- Participation in source systems analysis

- Building and designing the data model for the UCM

- Running and configuring EIM tasks to load legacy data from source systems into UCM

- Configuring the LDAP authentication for UCM

Siebel server maintenance (stopping and starting the server, uploading SRFs, Importing SIFs and creating users on UCM application)

• National Commercial Bank, KSA - AlKhayrat Automation Project (KAP)

(November 2006 to April 2007):

AlKhayrat is a Shariah compliant, short to medium term deposit product based on Islamic principle of Murabaha.

The purpose of KAP project is to enhance and automate the process of AlKhayrat Deal Opening, by eliminating the need of filling forms to capture the customer and deal information, sending faxes to deliver this information to the Treasury branch desk, and add more control on the process, implement validations as much as possible and use automatic notifications if required.

Role: Developer

Responsibilities:

- Development and implementation of GUI screens, using visual C# .NET 2003, and reports, using Crystal Reports

• EJADA Systems (July 2006 to October 2006):

Siebel 7.7 training for the Siebel 7.7 consultant certification and workshops that included small internal project with Siebel 7.7 configuration for Call Center Application.

Languages • Arabic: Native language

• English: Very good (reading, writing and speaking)

• French: fair

Training and

Certifications

• Certifications

o Project Manager Professional (PMP)

Grant Date Friday, July 24th, 2020

PMP Number 2784919

Performance per domain Above Target in all the five domains o Siebel 8 Consultant Exam

Exam Date Thursday, June 10th, 2010

Exam Siebel 8 Consultant Exam

Oracle Testing ID OC0870586

Grade Pass (95%)

o Siebel 7.7 Core Consultant

Exam Date Wednesday, October 11h, 2006

Exam Siebel 7.7 Consultant Core Exam

Prometric Testing ID SR2460303

Grade Pass (84%)

• Training

o PMP

o Dynamics 365 FastTrack Architect Bootcamp FY20

o Siebel Open UI Training by Oracle

o Siebel 8.1 (Marketing& Sales)

o Managing Multi-Channel Business Communication (C4) o Siebel 7.8 Application Integrations

o Siebel 7.7 Essentials

• Awards:

o Mobily Recognized IT Achiever for the year 2012

o Mobily CRM team Performer of the month for June 2012 o Mobily CRM team Performer of the month for July 2011 o Faculty Degree of Honor – Faculty of Engineering, Alexandria University, Egypt

Personal

Qualifications

and Skills

• Confidence and ability to interact with high-level managers as well as technical people such as database administrators.

• Thorough understanding of the organizations architectures and business systems.

• A clear understanding of data modeling diagrams and techniques.

• Knowledge of how business requirements are translated into information architecture.

• Knowledge of the business area being worked.

• Ability to gain the confidence of the Executive Sponsor and the respect of subordinate personnel.

References Available to be provided upon request

The CV was last updated on: Sunday, April 11, 2021

Contact this candidate