Sherif M. Douhan
Profile
•Goal oriented, highly motivated, energetic, team player, with a “can do” attitude.
•Well Developed communication, negotiation, and project management skills.
•Strong abilities to self-start, multitask, and work efficiently.
•Technically and creatively minded and inclined.
•.Works Well as a Confident Leader or a Contributing Team Member.
•Extremely honest, fair, and proud to have such a high level of integrity.
•Advanced English Language Skills
•Diverse skill base and ability to learn new skills quickly.
Employment
Fingerprint Consultancy Cairo, Egypt
Project Manager May 2021 – Present
Responsibilities:
Managing key client projects to achieve long-term success.
Coordination and completion of projects on time within budget and within scope.
Oversee all aspects of projects.
Set deadlines, assign responsibilities and monitor and summarize the progress of the project.
Manage resources assigned to his projects for best utilization.
Prepare reports for upper management regarding project status.
Work directly with clients to ensure deliverables fall within the applicable scope and budget.
Coordinate with other departments to ensure all aspects of each project are compatible.
Handle project documentation and invoicing.
Clients
Ministry of health, KSA
Ministry of education, KSA
Bank Saudi Fransi, KSA
Raya Customer Experience (RCX) Cairo, Egypt
Senior Project Manager Jan 2021 – May 2021
Project Manager Jul 2017 – Dec 2020
Achievements;
%60 business expansion with big food delivery client within GCC, due to the huge success of initial business delivery, implementation and transition with tight lead-time.
Managed to implement and deliver business for one of the biggest shipping in logistics clients in GCC within 4 weeks instead of 12 week (normal lead-time for new business implementation) which led the client to expand the business even more within the first few weeks.
Analyzing current client’s profile requirements against actual operation data/history, and based on the results suggested a more suitable profile which was both cheaper and faster to acquire.
The above helped lessen the impact of overhead cost of closed account by 15%.
Managing a non-call center business unit project implementation successfully for one of the biggest telecom clients in GCC. Resulting client requesting 150% expansion of the business.
Raya Star employee 2019.
Responsibilities:
Develops project plan and identifies tasks required to reach the design and output objectives
Set authority levels and determines the responsibilities of the design and development team
Identify client requirements taking into consideration statutory and regulatory requirements and incorporates these into the design of the system
Monitors and reviews design and development activities, participates in the verification and validation process
Follows up and reports on the project’s progress during the design, test and approval phase
Coordinates with the sales, HR, Operations, IT and Quality to implement project task as per the plan
Follows up on the project after the operations starts for a period of time that is double of the implementation phase
Conducts regular meetings with client to present and review business results
Analyses customer business cycles and requirements in accordance with the project scope of work and applies necessary technology to support such processes
Conducts improvement opportunity analysis on all assigned projects in order to maximize RCC service offering and provide value added to clients
Applies qualitative analysis of project operational processes
Prepares presentations and technical material covering RCC services, technical details and operational processes
Implements needed CRM (Seibel, Access, Excel) application as required by the project
Establishes and maintains project manuals for assigned projects
Performs other related duties
SmartLink Cairo, Egypt
Project Manager Jul 2015 – Dec 2016
First branch in Egypt
Before operation Phase :
Main role is budget control and follow up with contractors and issues related to infrastructure construction (Air-conditioning, power plans, cabling, Electricians, Painters, Plumping, etc)
Dealing with different vendors (Computers, Network, IT related equipment’s, Internet and phone lines, power generators, UPS, office furniture, Kitchen and toilets accessories and appliances) to rebuild the infrastructure and decorate the place to comply with HQ in KSA plans and vision.
Integration, installation and validation of IT equipment while coordinating with the IT dep in HQ to connect Cairo site to other sites in KSA.
Operation Phase :
Main Role Full operation Manager
Managing the full hiring process (Posting ads on social media, filtering different resumes, phone screening, interviewing and hiring the proper candidates)
Contacting different suppliers and vendors for different services (Security guards, office boy, kitchen and toilet supplies, maintenance, etc.)
Managing workflow between different departments here or in HQ (KSA) to make sure all HR rules, IT policies, different paper work and regulations are set in the right place and time
Managing all and any business related tasks or other duties assigned to me.
Almoasher. Cairo, Egypt
IT Manager Sep 2013 – Jul 2015
Rebuilding the Infrastructure from scratch (Cabling, Domain, Gateway, DNS, DHCP, Firewall, Active Directory, File Server, Mail Server, and VPN) using Windows Server 2012 R2, pfSense, and Kerio Connect.
Building an IM server using Openfire.
Building Helpdesk ticketing system using Spiceworks.
Act as the primary technical escalation point for the Helpdesk team.
Work alongside the Helpdesk team as a technician when needed or during busy periods
Guide and assist the Helpdesk team in resolving complex user issues that they cannot resolve themselves
Provide guidance to, prioritization for, and day-to-day management of the Helpdesk
Ensure all tickets are reassigned from the general desktop support queues to specific team members or departments
Manage and design the overall set-up and installation of Windows and Macintosh workstations, laptops, iPads and peripherals, leveraging systems to provide inventory, management, and software distribution
Manage support documentation, both internal and employee-focused
Support audio/video for meetings, conference rooms, and company events for internal business units and external partners.
Provide day-to-day supervision and management of directly assigned Helpdesk team. Ensure that Helpdesk team have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Assist in developing IT strategies, policies, and procedures by evaluating organization outcomes, identifying problems, evaluating trends, and anticipating requirements
Maintain quality service by enforcing and maintaining organization standards
Maintain staff by recruiting, selecting, orienting, and training employees; maintain a safe and secure work environment; develop personal growth opportunities.
Other duties as assigned.
Concentrixhttp://almoasher.net/ Giza, Egypt
Team Manager Dec 2011 – Jul 2013
Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream's mission.
Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
Schedule and coordinate team activities.
Responsible for understanding and complying with all company and team policies and procedures.
Other duties as assigned
Maintain quality service by enforcing and maintaining organization standards
Maintain staff by recruiting, selecting, orienting, and training employees; maintain a safe and secure work environment; develop personal growth opportunities.
Team Mentor/Trainer Jul 2011 – Jul 2013
Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
Schedule and coordinate team activities.
Provide escalation support to Support Professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals.
Work with Team Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional's HR file. This includes involvement with both Team Manager and Human Resources in addressing disciplinary actions.
Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Providing training on an as needed basis acting as a peer-to-peer coacher. Coaching new staff to develop their technical skills during ramp up period
Prepare supplementary materials as needed on various technical issues
Personally responsible for maintaining the highest level of technical product/technical knowledge and expertise on an ongoing basis.
Acting as a stand in for the team manager during his/her absences.
Delivering technical training to new recruits - working within the defined Training Programs as set out by the Training Manager, Client or prepared by me as needed.
Assisting the team manager in completion of team projects
Interviewer for candidates applying for the technical accounts in the site.
Other duties as assigned
Technical Support Professional Jun 2010– Jul 2011
Provides first level of contact for all incoming support incidents.
Works reasonably in order to resolve incoming support incidents to customer satisfaction.
Requests consultation and or escalates to the Team Mentor when resolution needs more experience/skills on product.
Responsibility for correct processing of all issues in a timely manner.
Responsible for demonstrating a strong customer service orientation and takes responsibility to ensure customers are satisfied.
Other duties as assigned
BioHazard Internet Cafehttp://www.convergys.com/http://almoasher.net/ Giza, Egypt
Owner & Manager Mar 2003 – Dec 2010
Responsible for running all aspects of the business
Responding to customer needs and maintaining their satisfaction.
Maintaining adequate financial records for performance appraisal & external review.
Tech support, maintaining, repairing, inspecting, upgrading and updating PCs hardware and software.
Merchandise and beverages stock control
Training and coaching employees to a level allowing them to operate the business independent of direct supervision.
Managed LAN network lifecycles on a Windows platform, from software and hardware applications to equipment layout and technical support
Education
RITI
Project Management Professional Diploma 2018
Modern Academy Giza, Egypt
Bachelor Degree of Computer Science 2000 – 2005
Ibn Sina Language School Giza, Egypt
General Secondary School (Thanawya Amma)
Skills & Training
Skills
Office applications : Word, PowerPoint, Excel, Project, and Visio
Operating Systems: Microsoft Windows, Windows server, Linux, and OSX
Training
BrainQuil: Supervisory development program 2019
Quest: High Impact presentation 2018
HP Life E-Learning: Effective Leadership, Strategic Planning, Basic of Finance, Business Email, IT for Business Success, Profit & Loss
Address
Giza - Egypt
Contacts
Mobile: KSA +966********* EG +201********* Email : adowon@r.postjobfree.com
https://www.linkedin.com/in/sdouhan/