Change Manager seeking relocation

I am currently available for work
Serial No: 7240
(01/11/1977, male)
Skills keywords: avaya contact center, cisco network associate, customer service, project management, service management
Short Bio:

I have a total of ten years of full-time work experience that ranges from Customer level two support for private networks, , Cisco Installations, troubleshooting and Testing to finally Service Management in telephony operations.

Current location: Cairo Governorate, Egypt - View on map
Spoken languages: Arabic, english, spanish
Location I am interested in working: portugal, spain, United Kingdom, United States

Professional Experience

Avaya IP Telephony Change Manager January 2009-uptill now

• Handling and Managing Avaya IP Telephony Changes as required by my customer “Zurich Financial Group”.

• Performing “Risk Assessment” to evaluate Impact of changes using assessment methodologies and change catalogues.

• Performing technical study on changes , working with Design Consultants and vendor “Avaya” to get technical details of changes as part of the technical evaluation

• Working with Change Requestors to assign resources and technical expertise to carry out changes.

• Moderating Executive change advisory board “ECAB” conference calls attended by change requestors and customer to present WBS and steps to execute changes and gain customer approval.

• Using Service Management toolset ServiceCentre(Peregrine) & Remedy to log changes information and request / record approvals .

• Documenting lessons learned and communicate them to the change board.

• Attending conference meetings and discussions on monthly basis with the Orange Infra change management board about ways to enhance processes and brainstorm ideas to get changes successfully implemented from the 1st attempt.

• Providing monthly reports to the change board members that includes :

1. Number of successful and unsuccessful changes.

2. Details about the Incidents caused by changes.

3. Graphical statistics that shows the percentage of changes per Category ( Business Projects ,

4. Infrastructure Projects , Regular maintenance , Incidents , New Locations , clean up )

• Increasing Change Management control by ensuring standardized methods and procedures are used for efficient and prompt handling of Avaya IP Telephony changes to be in line with the ITIL frame work.

• Working with process owners and Sales to provide examples, case studies and give

presentations to clients seeking to deploy the Change Management Model.

Central Installation & Support Specialist May 2005- January2009

• Spoc of DSL service installations in North and South America, handling configuration and Telecom Management.

• Working on executing scheduled networking activities related to projects handled by the organization for customers like Siemens,Adecco and Carvajal.

• Monitoring Network performance, and reporting corrective actions to be taken before handing over network connections to operations.

• Technical testing with customer’s circuit providers in USA & Canada including dealing with the Star-Dax Multiplexing technology to provide customer’s channels & Ports

• Providing 3rd level troubleshooting for routing issues, creating DSL configuration, and IOS upgrading.

• Managing troubleshooting documentation and their closure as per the Organization’s quality & performance requirements.

Global Customer Support Center Agent July 2004-May 2005

• Proactive surveillance & Monitoring for Orange’s North America Customers “PSM NAM”.

• First level of troubleshooting for network failure identification.

• Direct contact with customers providing updates & action plans.

• The use to NMS server for quick reporting of networking issues to bring

full customer’s satisfaction.

Orange Business Services – Cairo, EGYPT

Pre-sales Engineer October2001-April2002 “Trainee”

• Supported Designing of LAN networks Using 3-COM & D-link products.

Prosylab – Cairo, EGYPT

Maintenance Engineer September 2000-September 2001

• Maintenance of cellular phone sites Generators in the Egypt’s North Coast Region.

• The use of sweep testers for VSWR tests as per Vodafone’s Regulations.

• Execution of Maintenance plans and handling cellular phone sites budget.

Alkan Group – Alexandria, EGYPT


• Arabic : Native

• English : Fluent

• Spanish : Very Good “Working Knowledge”

Professional Certificates 

• CCNA “Cisco Certified Network Associate”

• CCNT “certified convergent network technologies”

• PMP “Project Management Professional”

• ITIL Foundation V3

Workshops and Courses

• Avaya Communication Manager Administration

• Intro to Avaya Call Centers & Call Routing

• Avaya Call Management Server (CMS) basics

• Avaya MG installation/configuration

• Avaya Call Quality Troubleshooting

• Avaya VAS – Modular Messaging and Call Center

• Communication Skills course and workshop

• Effective Coaching training and workshop

Prizes and Awards

• Prize: Local Award for Q3 2010

Presented by Business Talk and Enterprise Telephony”Orange Business Services”

• Prize: Excellence Award February 2011

Presented by Business Talk and Enterprise Telephony”Orange Business Services”

• Honor:Certificate of Appreciation July2009

Presented by Change Management & Release Management(CM&RM) “Orange Business services”