Ahmed Mohammed Mousa Shawkat
Tel.: +2-0224187840
Mobile:+2-01001069000 Address: 7 El Marwa Buildings- Nabel Al Wakkad st.,Ard El Golf, Heliopolis, Cairo ,Egyp
Email:Eng_Ahmed_Shawkat@yahoo.com t
Summary
10 years of experience within the IT/Telecom industry. During these years I have gained experience in the design, implementation and operation of VoIP off shore call centers setup. I have been assigned during these years as well as a IT Project Manager/Voice Network Engineer/Systems Analyst for multiple international projects. During these projects, I have worked with a number of multinational companies including Avaya , Nice , IBM and Genesys. Projects are assigned and delivered across the whole project life cycle .
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Work Experience
Position: Application Project Manager( Retail Applications) (August 2016-Present)
Responsible for planning, executing, and finalizing custom applications development projects to achieve total client satisfaction.
Duties;
? Defining project scope, goals and deliverables.
? Executing Retail Application development projects.
? Produce effective technical and project documentation.
? Tracking and reporting on the status of projects to stakeholders.
? Promoting positive team morale.
? Ensuring harmonious working relationships with key partners.
? Ensuring that all elements of a project are executed accurately and within budget.
? Escalating issues when necessary.
? Finding out what the client wants to achieve.
? Accurately estimating and meeting deadlines.
? Identifying risks and road blocks that may hinder a project.
? Establishing milestones, anticipating issues, and monitoring adherence to project scope, schedules and requirements.
? Responsible for the overall quality of delivered software.
? Mentoring members of the project team.
? Agreeing the timescales, costs and resources needed.
? Monitoring and measuring performance at a project level.
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Projects :
Retail applications plat form migration
? Migrating all Retail’s applications (WINCash,Extranet,Collection) to JBOSS platform .
Position: IT Project Manager (Off-shoring Call Center solutions), Vodafone (Cairo, Egypt) (August 2011 – July2016)
Responsibilities :
? Proper project management as a technical project Coordinator
? Implement and operate the accepted and agreed on design that would serve the objective of the project.
? Create and adhere to a project plan.
? Ensure that the project is done within budget.
? Align with cross functional teams in any project .
? Provide creative ideas and technical consultancy to improve the operation and enhance the performance.
? Provide weekly report on the operation and the projects status including KPIs.
? Participate in producing RFPs for the requirements and evaluating vendor’s responses.
? Provide monthly report on the operation and project’s status including KPIs.
? Ensure all trouble tickets assigned to the voice team are solved within the service level.
? Work on solving Telecomm Egypt issues to support lines, links, and services.
? Insure monthly periodic maintenance for all Vodafone sites
? Keep updated documentation for all systems on hand.
? Proper communication with customers.
? Proper communication with other pears and management.
? Proper escalation of issues and problems to management and vendors / suppliers.
Projects:
ISO27001
Role : IT Project Coordinator :
Responsibilities
? Technology SPOC for ISO27001.
? Coordinate between all cross functional teams involved in the ISO, and checking the resource availability.
? Communicate the timelines and set a Project schedule for all action items in each team to cover all audit finding.
? Handling the Call center’s Voice redundancy document preparation.
? IT SPOC for the Certification Authority and digital signature project.
VF-Qatar Call Center
Role: IT Project Manager:
Responsibilities:
? Launching VF-QA CC in Egypt with 120 seats .
? Collecting Requirements from stakeholders to integrate between VF-Qatar and Vodafone Egypt .
? Handling the Communication between Technology cross function teams.
? Provide implementation plan and cost estimation.
? Provide status report from IT perspective.
? Handling Training room Setup with VF-QA image.
VF-Germany Call Center
Role: IT Project Manager:
Responsibilities:
? Launching VF-DE CC in Egypt with 250 seats .
? Collecting Requirements from stakeholders to integrate between VF-DE and Vodafone Egypt .
? Handling the Communication between Technology cross function teams.
? Provide implementation plan and cost estimation.
? Provide status report from IT perspective.
? Handling the setup of the training room.
VF-UK Call Center
? Launching VF-UK CC in Egypt with 1200 seats .
? Collecting Requirements from stakeholders to integrate between VF-UK and Vodafone Egypt .
? Handling the Communication between Technology cross function teams.
? Provide implementation plan and cost estimation.
? Provide status report from IT perspective.
Freelance Real Estate sales representative : 3 years (2013-present)
? Independent and pro-active individual as a sales representative.
? Analyzing market trends to determine competitive market prices (Market Research) .
? Promoted sales of properties through advertisements ,Facebook.,,etc
? Accompany buyers during visits to and inspections of property, advising them on the suitability and value of the homes they are visiting based on current market conditions
? Build Inventory (Data Base) for all the potential buyer (Prospect )
? Builds strong and lasting relationships with buyer and seller .
? Searches for more selling opportunities by offering freelance Broker to DAMAC,B2B using my Data Base
? Manages the full sales journey and ensures consistent and appropriate follow up.
Position: Voice Network Engineer, Vodafone (Cairo, Egypt) (June 2009 – July2011)
Responsibilities :
? Participate in producing RFPs for the requirements and evaluating vendor’s responses.
? Provide monthly report on the operation and project’s status including KPIs.
? Ensure all trouble tickets assigned to the voice team are solved within the service level.
? Work on solving Telecomm Egypt issues to support lines, links, and services.
? Insure monthly periodic maintenance for all Vodafone sites
? Provide 24 X 7 on call support as per voice team on call schedule.
? Keep updated documentation for all systems on hand.
? Proper communication with customers.
? Proper communication with other pears and management.
? Proper escalation of issues and problems to management and vendors / suppliers.
? Monitor ,troubleshooting and upgrade all CTI (Computer Telephony Integration ) components
? Routing and Reporting on all Vodafone Call Center Voice Services ( 888,2828,etc ).
? Routing and Reporting on all Vodafone Call Center interaction services(webchat ,IWD)
Position: Data Integrity and Quality Control Specialist Orange Business Services (Dec 2005 – Aug 2008)
? Supervising on all Service Delivery Management teams in all regions by applying 6 Sigma process, to make sure that service installed at customer premises to reach customer satisfaction and so getting billed on time
? Managing a number of projects to make sure there’s a perfect match between the data in the tools and on the live network, tracking the Configuration Items from ordering to billing, and realizing any revenue leakage.
? Work Closely with the Customer Service Delivery regional teams, billing team, Network planning and Telco Access Management to insure that we have a perfect match between Ordering, Network and Billing Audit the internal connections on a regular basis and ensure that the unused connections are deleted and their cost to the company are stopped.
KEY SKILLS AND COMPETENCIES
Project Management
? Formal project management training.
? Taking ownership of assigned projects.
? Following through on projects with minimal oversight.
? Familiar in Microsoft office (MS-Excel , MS-Word, MS-Access ,MS-Power point ,Microsoft Project ,MS-Viso)
Technical:
? Genesys Systems:
o Configuration, monitor and management using Genesys Administration.
o Routing using IRD.
o Reporting ( Totalview ,Brio,GIS and CCpuls)
o Outbound (Dialer)
o GVP (IVR platform)
o IWD and IWS
? Avaya Systems:
o Routing using NRS.
o Skill based routing through Symposium.
o Reporting (Real time and historical using Symposium ).
o Configuration and installation of different PBX element.
o Engage application for Recording .
o Administration of Avaya conference bridge .
Personal:
? Very good communication skills.
? Good reporting and report writing skills.
? Excellent interpersonal skills
? Self-motivated and high time management ability.
? Creative thinking to provide out of the box solutions
? Ability to work within a team with high demonstration of can do attitude.
? Ability to work well under pressure.
Courses & Knowledge:
? Genesys Certified SIP Server 8 Consultant.
? ITIL V3 Foundation Certified.
? PMP V5 preparation course.
? Genesys SIP Server 8.1 Foundations course
? Genesys SIP Server deployment and administration 8.1course.
? SIP Server 8.1 Troubleshooting Workshop.
? Database background, SQL knowledge
? Nortel Communication server 1000M and CS1000E 5.5 system administration & Management.
? Symposium (Contact Center Manager Administrator-Supervisor's reference guide -Real time reporting-Historical Reporting-Scripting 1-Scripting advanced)
? NRS (Network Routing Service).
? Call Parrot and Engage for call recording.
? Good knowledge of Avaya IP Telephony and Contact Center.
? VOIP Technologies.
? CCNA course
Languages
? Arabic: Mother tongue.
? English: Fluent
Personal Information
? Date of Birth : September 22, 1983
? Gender : Male.
? Marital Status : Single.
? Military Status : Exempted
Hobbies
? Travelling.
? Motorcycle.
References are available upon request