Amr Fahmy

Street Address: Al Jizah, Remaya Square, Rawdat Al Ahram st. building no. 7
Mobile: 201149952988 / 201008777006
E-Mail: amr.fahm y84@gmail.com

Personal details: _____________________ ________________ ___________________

1. Full name: Amr Mahmoud Ali Fahmy.
2. Nationality: Egyptian.
3. Birth date: 6 t h of November, 1984
4. Military status: Exempt.
5. Social status: Single.

Profile: _______________ _________________________________________________

1. Polite
2. Creative thinker
3. Decision maker
4. Enthusiastic & persist ent
5. Hard wor ker
6. Confidant
7. Confident
8. Reliable
9. Fast learner
10. Excellent communicati on skills

Personal Summary: _______________ _______________________________________

9+ years of experience in Customer Support, Technical Support, Incident Management, Pr oblem
Management, Ser vice Deliver y, Process Improvement, Qualit y Assurance/Control, and Pr oj ect
Management in Telecommunications f ield wi th multinational companies.

Invol ved in software engineering, software development, Testing, and telecom networ ks operations
and proj ects.

I've been invol ved in t he revenue assurance business using my quality assurance experiences and
six sigma stud y in saving more money with i mproving the business processes taking a good
knowledge in financial operations related to t echnology systems.

I've also applied my proj ect management study and skills in differ ent PM knowledge areas like
integration, ti me, co st, quality, communications, and risk managements for several quality and
service proj ects in Vodafone Egypt.

In addition to the above, I've took the opport unity to be an incident manager in both Vodafone and
Ericsson which gi ves me an additional knowledge in the incident management professional business
on multinational envir onments.

Capable of managing crisis, taking suitable decisions during critical situations, and getting the
maxi mum effort from all teams to mini mi ze unplanned situation i mpact on the p rocesses.
Also, I've solid experience in line management with all resources management, people couching,
and evaluation.

Specialties: Technical Support, Customer Support, Incident Management, Pr oblem Management,

Service Deli ver y, Process Improvement, Proje ct Management, Qual ity Assurance, and Quality
Control.

Education: _____________________________________________________________
1. Bachelor degree in computer sc ience and management technology ( 2007).
College: Modern academy for computer science & managemen t technologies in Maadi.
2. Hi gh school: El -Gi za high school in Dokki (2002).

Graduation Project: ______ _______________________________________________

The Applicable Monitoring System:
A system that attempt ed to control and manage electrical power among the electricity power
networ k in order to achieve suitable voltage distribution.
(Achieved an excellent degree)

Project objectives:
1. Saving the power lost in the integration process of the load balance in the electricity power
networ k.
2. Saving the ti me lost due to this power lost.
3. Saving the money spends in the current old techn ology of the networ k and the power lost
too.
4. Create a new more motivated & competitive environment for the opera tion engineers working
in the power stations.

Skills: __________________________________ _______________________________

1. Programmi ng technique s concepts & developments rules (C, C++, C #, and .Net
programmi ng).
2. DB management & design concepts (SQL ser ver administration and designing).
3. V. good command in MS Office.
4. Team wor k acting & r eliability.
5. Problem sol ving , troubleshooting .
6. Fully anal ysis and reporting skills.
7. Hi gh sense of ownership skill.
8. Well organi zed & ti me manager.
9. Ability to wor k under pressure, under 24/7 shift bases , and on call bases .
10. Languages: Arabic ( mother tongue) /English (good).
Skills experience Chart: _________________________________________________ _

Training and Certifications: ______________________________________________

1. Communication Cycle: Communication, sales, and negotiation skills training (2004 ).
2. Software Development: SQL ser ver 2005, visual basic.net (2007).
3. Soft Skills: Effective listening, angr y handling, negotiation, and persuasion (2008).
4. Mobile Networ ks: GSM over view, traffic module, and intelli gence networ ks (2010) .
5. CT I-IVR technologies : (2010).
6 . PMP (Exam preparation course): 36 credit hours (2011) - P ro gra m N u mb e r 1 8 3 0 -P MP 0 0 3
7. Six Si gma: Yellow bel t training, 16 credit hours (2011).
8. Six Si gma: Lean & green belt certification. 90 credit hours (2012).
Licenses: _____________________________________ __________________________
1. Valid driving license, (2006).
2. International Computer Driving License ( ICDL), (2010).
3. Member of the Egypti an Syndicate of Scient ific Professions, (2008).
4 . Member of Proj ect Management Institute, (2011) - me mb er s hip I D # 2 0 2 0 9 6 7
5. Member of the Egypti an proj ect management society , (2011).

Work experience: ________________________________________________________

1. Incident Manager:
Company: Ericsson Egypt LTD
City: Cairo
Location: Smart village
Duration: from 18/9/2011 till now
Details:
Managed Services, Network Operations Department:

A. Ensures Incident Management services are delivered according to contractual commitments and provides
regular feedback on delivery performance of Incident Management services back into Top Management.

B. Be single point of contact (SPOC) for all Incident Management escalations towards customer, vendors, and
Top Management.

C. Responsible for Escalation Management communications towards the customer in Emergencies, other urgent
situations and manifestations with respect to customer impacting incidents and major network discrepancies.

D. Responsible for ensuring Incident management activities are dealt with in a controlled and balanced manner
with emphasis on restoring impacted customer services as quickly as possible.

E. Responsible for ensuring major incident reporting is completed and submitted to top management within
agreed SLA for any major incident occurring on the network in conjunction with approval and sign off from
appropriate Problem Management and Back Office interfaces.

F. In conjunction with NOC teams, is to contribute to incident profiling after trouble tickets have been closed.
Contribute to elimination of recurring incidents through effective transfer to Problem Management unit at
Service Delivery Organization for Root Cause Analysis activities where RCA justified.

G. Is responsible for contributing to tools, process, and communications optimizations relating to Incident
Management activities.

2. Technology Quality Analyst:

Company: Vodafone Egypt Telecommunications
City: Cairo
Location: Smart village
Duration: from 1/9/2010 till 15/9/2011
Details:
A. Monitoring the trends of the Technology per for mance , incidents, and problems .
 B. Suggest the changes needed for sol ving the networ k problems, i mproving the perfor mance of
the different kinds of Technology depart ments, focusing on the revenue assura nce side
(saving money) .

C. Preparing, desi gning, and i mproving the processes helping in managing the j ob faster, more
organi zed, and with more efficiency ( Quality Assurance) .

D. The process i mprovement wor k helping in pr oblem management by providing problem

preventi ve solutions and documenting the lessons learned for futur e incidents and problems
support.

E. Prepare and manage the quality proj ects needed to appl y more moni toring & controllin g of
the Technology perfor mance ( Quality Control).

3. Technology inciden t management support engineer :

Company: Vodafone Egypt Telecommunications
City: Cairo
Location: Smart village & Maadi
Duration: from 21/1/2009 till 31/8/2009
Details:
A. Working under full y operations and support environment.

B. Handling the gl obal technical problems regar ding the Mobile Net work, products, ser vices,
and Fixed Networ k ser vices ( Networ k & ser vices outages) .

C. Technology SPOC for the entire customer care depart ment inside t he networ k operations.

D. Preparing the periodic reports and status updates f or the top management.

4. Network technical top complains support engineer :

Company: Vodafone Egypt Telecommunications
City: Cairo
Location: Smart village & Maadi
Duration: from 1/9/2009 till 31/8/2010
Details:
A. Working under full y ope rations and support environment and in on call bases.

B. Trainer for the new colleagues hired in techn ology incident management team.

C. Handling the technical problems regarding th e Mobile Networ k, products, ser vices, and
Fixed Net wor k ser vices with the technology depart ment tea ms.

D. Communicate and coor dinate between several technology teams & prepar ing the IR’s &
periodic reports, acting as the onl y SPOC for customer care compl ain teams.

E. Testing the new products, services , and j oining the UAT’s.

F. Preparing the trend analysis needed for i mpr oving the wor k flow (Quality Control) .

G. Passed a month in NFM (Networ k Field Management) as a loan for handling the net wor k
coverage complains, t ouching the field j ob side.
 5. Customer care representative:
Company: Vodafone Egypt Telecommunications
City: Cairo
Location: Maadi
Duration: from 1/6/2007 till 20/1/2009
Details: Support the customers by providing any infor mation related to the company products &
services and also troubleshoot any problem facing them & mange i t till resolving.

6. Direct sales representative:

Company: DERAYA SALES SERV ICES
City: Dokki
Location: Down town
Duration: from 1/7/2004 till 31/8/2004
Details: Marketing and sealing banking ser vices for companies (CC, Loans, Auto loans …).

Interests: ___________________________ ______________________ ______________

Reading, Movies, Custom motorsport , and Handy wor k.

Achievements: ___________________________ _______________________________

1. An excellent degree in the graduation proj ect ( The Applicable Moni toring System for the
electricity power networks) with the 1 s t rated proj ect for the department at this year 2007

2. Awarded as best perfor mer on the call centre for 5 months during my wor k as CC rep. for
Vodafone Egypt.

3. Saving 15 Million Pounds in reconciliation variance proj ect during my wor k as quality
analyst for V odafone Egypt.

4. Rewarded as a member of success by Etisalat Egypt during my wor k as incident manager for
Ericsson Egypt .

5. Rewarded by Etisalat Egypt after recovering blackout i mpact on the Networ k during my wor k
as incident manager for Ericsson Egypt.