Mostafa Hany Aziz Shahwan

Mobile:- Mostafa Hany Azziz Shahwan- SUMMARY Profile: Nationality: Current Location: Male , 38 , Single Egyptian Egypt Current position: Compan : Contact center Supervisor Vodafone (Reporting to: Senior Operation Manager) Salary expectation: Not Specified/ Negotiable WORK EXPERIENCE October 2011 Present Vodafone Cairo , Egypt Contact Center Supervisor Main Roles:    Managing a team of twenty Help Desk support engineers providing support for global customers through ticketing system and emails (BMC Remedy) Leading weekly phone calls with stakeholders and discussing ongoing issues and repetitive incidents Providing RCA for major issues  Coordinate a virtual project team consists of different work streams ( steering committee, Commercial, GSMs, technology, operations, MIS & Finance) and also 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.  Estimate resource requirements  Coordinate Critical tasks in the projects plan that may cause risk if failed to the management team within Vodafone Group 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 work-shops between our technology teams and product team to ensure the systems compatibilities and securities restrictions Global Incident Manager / Enterprise Solutions Specialist (November 2010 -2011): - Provide first line technical support for VGE customers across the Vodafone footprint globally to VGE products and solutions related issues on 24/7 technical Service Desk basis within agreed SLAs. Team serves as a SPOC to meet the technical communications needs of MNCs, local OPCOs, Partners, Affiliates, 2nd level providers and vendors. Log incidents, perform diagnostics and analysis of the issue, resolve or escalate it to the relevant stakeholder, follow up and close case upon resolution. When an incident is unresolved, the Service Desk is required to co-ordinate parties via teleconference to resolve the issue and communicate its RCA to the concerned parties involving different managerial levels according to the impact and priority of the incident. The Service Desk is also the focal point for reporting Incidents and outages to MNCs making Service Requests. The Service Desk handles both incidents and service requests including set up of the solutions, as well as providing an interface to users for other Service activities including both Incident Management and Configuration Management along with IT Service Continuity Management according to ITIL Standards 2nd line Technical Support Senior Advisor Vodafone - Australia (September 2006– November 2008) Act as a 2nd line providing support and consultancy to the 1st line tech and billing teams. Role also involves responding to customers over the phone and resolving their technical queries. The advisor will support all the Data, GPRS & 3G services, I-phone and business solutions by providing an end-to-end ownership to these inquiries till closure. The main purpose is to facilitate and provide a Vodafone customer service standard whilst at all times striving for customer delight in line with VF global service standards. Business solutions support: -)  3rd level of technical support for Vodafone Australia  Supporting all Vodafone Australia business solutions.  Providing technical support for the second line.  Escalating unresolved cases to application Vendor. Jan 2005 - Aug 2006 Link Dot Net Cairo , Egypt ADSL tech support my role is ADSL technical support for home users and Corporate users Jan 2000 - Apr 2002 KEMET Corporation Cairo , Egypt Technical support Technical support for plotters from the software side and compatibility issues with Computers, customer support. EDUCATION Sep 1998 - Jun 2002 Cairo Economics , Bachelor(BA), GPA pass OTHER CERTIFICATES 2015 Attended ITIL Foundation Course 2000 CIW ( certified internet webmaster 2006 Blackberry certified support associate tier 1&2 2006 Customer service and quality agent certificate IT Skills Egypt Vodafone, Egypt IBM , Egypt Research in motion , Canada AT&T , United States Operating systems, Networking & Hardware Linux operating system Advanced Microsoft Windows (xp, Vista and windows 7) MACOSX Intermediate LANGUAGES Arabic English Native Fluent