Highlights:

Skills:Senior Project Manager, Program Manager, Engagement Manager, Delivery Manager

Service Delivery Manager 11/2010 - current
Malomatia Q.S.C., Doha, Doha Qatar
Industry: Information Technology
Malomatia is a system integrator established by ICT Qatar in order to be responsible for end to end solutions for Qatar government. As a Service Delivery Manager I was responsible for the support, maintenance, & enhancement of Qatar National Education Data System.
My responsibilities included but not limited to: • Create an ITIL like support process for the team in order to make sure the reported issues are handled and resolved on timely manner • Manage and operate service management team • Continuous evaluation for team members and immediate replacement for the below average resources through partners or Malomatia off shore resources • Organize daily meeting with Supreme Education Council business manager in order to discuss the tasks carried on by the team during the day, prioritize existing tasks if needed, and discuss any pending issues on which the team need the business manager opinion and / or decision • Attend biweekly meeting with the evaluation institute manager in order to review progress and decide about any pending issues • Manage major escalations involving critical customer situations. • Organize weekly meeting with business manager and nominated project manager from Supreme Education Council in order to discuss the current project status and address any risks or issues that need immediate attention • Send weekly progress report regarding the current issues status and any pending issues or potential risks to the project stakeholders including the Advisor to the Minister of Education • Prepare monthly report regarding the current project status including statistics regarding the resolved versus pending issues and send it to the business manager and the evaluation institute manager • Prepare monthly invoices and get it approved from Supreme Education Council business parties • Review & approve vendor invoices • Vendors’ focal point of contact regarding new resource requests, interview potential candidates, and resource replacements if necessary. • Create the needed project appendices for vendors and follow up its approval by legal, finance, business unit, & CEO in order for immediate resource mobilization • Client focal point of contact regarding any pending or delayed issues • Ensure issues resolution with customer satisfaction • Follow up with the functional lead and the technical lead the current issues status on daily bases • Prepare team KPIs and set the target for each team member--
Senior Project Manager 03/2009 - 10/2010
ITWorx Egypt, Cairo , Cairo Egypt
Industry: Information Technology
I was acting as customer project manager. I managed ORACLE EBS 12.1 implementation for one of the biggest F&B chains in Egypt and the Middle East and I managed to get the customer to go live in June 2010
My responsibilities included but not limited to: • Assess the vendor offers and prepare a final vendor assessment report and presentation for the steering committee in order to select the appropriate • Review the nominated vendor contract and plan and send feedback to project sponsor • Manage the relation between the implementation vendor and the other 3rd party software exist at the client side in order to secure the needed integrations between the ERP and the 3rd party applications • Monitor the implementation closely and send weekly progress reports to the project sponsor with the project progress, existing issues, and the potential risks--
Engagement Manager 04/2008 - 02/2009
ITWorx Egypt, Cairo, Cairo Egypt
Industry: Information Technology
ITWorx is the largest CMMI level 3 software services company in the Middle East with 800 + employees in Egypt branch
My role as an engagement manager for local accounts is to: • Manage customer bids and solution design as directed • Maintain the relationship with the customer • Maintain customer satisfaction • Look for business opportunities with either existing customers or new potential ones • Handle customer escalations and clear any conflicts between the customer and the delivery team--
Senior Project Manager 05/2007 - 03/2008
IBM Egypt, Cairo, Cairo Egypt
Industry: Information Technology
IBM is one of the huge CMMI level 5 companies who have a lot of worldwide achievements. My role as a project manager is to lead one or more of E-Gov projects in order to deliver it on time with customer satisfaction. I managed the team responsible for the development of the official Egyptian Radio & Television news portal that went live on October 06th, 2007 (www.egynews.net).
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Engagement Manager 05/2006 - 08/2006
Intercom Enterprises, Cairo, Cairo Egypt
Industry: Information Technology
Intercom Enterprises for Information & technology S.A.E. is Egyptian Software Company specialized in developing tailored web based applications mainly in the banking sector
• Focal point of contact with the client • Look at the big picture on the customer site in order to resolve any projects interrelated outstanding issues • Work with PMO to manage the delivery and implementation of complex technology solutions and subsequent transition to in-life support • Attend periodic progress reviews with the CIO in order to review the outstanding issues and create the action plan for the next period • Manage the projects that are still in progress with the client with or without a project manager for each of these projects • Focus on resolving the outstanding issues across projects on timely manner in order to reach continuous customer satisfaction--
Senior Project Manager 09/2006 - 04/2007
Central Bank of Egypt, Cairo, Cairo Egypt
Industry: Banking
The Central Bank of Egypt is in the process of restructuring the bank and automating all of its functions. As a project manager I was leading a team of developers, analysts, & designers to develop and deploy different core banking systems or subcontracting reputable software house to develop the needed system. This includes developing the needed plans and doing the necessary communications and follow up.
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Senior Project Manager 10/2005 - 04/2006
Intercom Enterprises, Cairo, Cairo Egypt
Industry: Information Technology
Intercom Enterprises for Information & technology S.A.E. is Egyptian Software Company specialized in tailored web based applications development mainly in the banking sector. The company is using RUP as SDLC process.
I managed a team of 10 in developing CAM (Credit Acceptance Memo) system for Commercial International Bank of Egypt. My responsibilities included: • Planning Process ? Develop preliminary study with project team, identifying business problem, requirements, project scope and benefits. ? Identifies key project results and milestones. ? Develop project plan and work breakdown structure and communicate to team and client. ? Estimate time lines and phases. ? Influence selection of project team members. ? Assign project responsibilities based on individual skills and development needs. ? Define clear individual roles and performance expectation. ? Establish acceptance criteria. • Executing Process ? Carrying out the project plan by performing the activities included therein. ? Evaluating overall project performance on regular basis to provide confidence that the project will satisfy the relevant quality standards. ? Developing individual and group skills/competencies to enhance project performance. ? Making needed information available to project stakeholders’ performance. • Controlling Process ? Establish progress reporting system. ? Install change control tools / process. ? Define problem-escalation process. ? Monitor project progress versus plan. ? Revise project plan. • Closeout Process ? Obtain client acceptance. ? Install project deliverables. ? Complete project documentation. ? Complete post implementation audit. ? Issue final project report.--
Process Improvement Manager 11/2004 - 09/2005
Aria Systems, Inc., Cairo, Cairo Egypt
Industry: Information Technology
Aria Systems Inc. is an American software company resides in New York, its developing office in Cairo,specialized in developing ERP software packages for managing the apparel industry for manufacturers and traders, websites design and development, developing internet solutions and web based applications
Responsibilities: ? Recruit the PI team that will work on documenting and enhancing the processes across different company departments ? Develop necessary methodology for the PI process ? Follow up on creating necessary templates needed for documenting the processes ? Put the meeting plan for the recurring meetings with different departments ? Attend the meetings with the PI assistants in order to see the progress with different departments ? Send weekly report to company owner regarding the PI progress for each department ? Review the process documentation sent by each department to make sure that the necessary parameters on each process activity if filled correctly ? Research on the internet for the other process improvement techniques in order to do the necessary modifications on the company direction regarding the process improvement--
Technical ERP Consultant 08/2004 - 10/2004
Aria Systems, Inc., New York, New York United States
Industry: Information Technology
Responsibilities: ? Onsite & phone training for different customers. This involved gathering necessary information from the customer in case they need certain customization on the system and writing the necessary specifications for it and send it to the development department to be developed. ? Follow up on the completed customizations to make sure it was installed properly and the customer can use it without problems ? Upon customer request resolve some technical problems that the customer have with our system
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Technical Support Manager 02/2003 - 07/2004
Aria Systems, Inc., Cairo, Cairo Egypt
Industry: Information Technology
I was in charge of both the online support service through the web which was done by a team located in Cairo and help desk support service performed by another team located in New York. My main objective was to deliver proper support service to customers according to the agreed upon SLA
Responsibilities: ? Manage the online & the help desk teams in order to reach customer satisfaction. This includes dealing with different kind of issues related to all system modules including EDI. This is done through a web based system that allows tracking the details of each issue. This also includes the orientation of the new resources and the development of the existing resources and resource swapping between the online support and the help desk. ? Manage major escalations involving critical customer situations ? Make sure the online support issues are answered and the help desk issues are resolved according to the previously agreed upon SLA--
Application Consultant 11/2000 - 02/2001
Aria Systems, Inc., New York, New York United States
Industry: Information Technology
I worked as a dedicated onsite consultant for one of the company biggest accounts in order to convert his old version of the ERP application to the latest version.
My responsibilities included: • Define the gaps between the old and the new system and see if the new developed system features will cover these gaps or not. • Meet with the company CEO and the concerned parties to decide about their custom programs and/or reports. • Write the necessary specifications for needed customizations to be migrated to the new version • Follow up the development progress for the written specs and implement it at the customer system on time--
Support Engineer 09/1996 - 02/1997
Aria Systems, Inc., New York, New York United States
Industry: Information Technology
Responsibilities: • Receive customer complains, customization requests, and/or questions. • Do the necessary research and get back to the customer with the answer or in case of any needed development write down the necessary specifications and send it to the development office in Cairo to be developed. • Follow up with the development manager to make sure the program will be done/fixed on time • Receive programs & fixes and deploy it remotely at the customer site • Visit the customer to resolve the problem in case of urgent issues
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Product Manager 04/1995 - 03/2003
Aria Systems, Inc., Cairo, Cairo Egypt
Industry: Information Technology
As a product manager for Aria Apparel Windows based product I used to manage a team of 15 developer in adition to 4 track leaders in order to deliver the new Aria Apparel version as planned
Product Management Responsibilities: • Conduct a group of brain storming sessions in order to select the enhancements to be implemented in the new version from the company in-house tracking system • Develop the needed plan in order to know the new version delivery date • Lead group of developers, team leaders, and module managers to deliver the ERP application new version to the nominated customers that we selected • Closely monitor the first implementations of the new ERP version at the customer sites and respond quickly to the show stopper defects • Classify customer feedbacks from the tracking system to high, medium, or low important defects or enhancements and prepare a plan to deliver the defects and the enhancements along with the new implementation customizations according to predetermined priorities • Discuss customer feedbacks with CEO frequently in order to adjust issues delivery accordingly • Conduct one to one meetings with team members to resolve different kind of conflicts • Manage the preparation of the needed service packs and send it to be deployed at customer sites • Determine the point at which the development of any new enhancements will stop and those enhancements to be considered in the coming new version of the ERP Development & Design Responsibilities • Participate in developing, implementing, and designing the Aria Apparel System versions 2.6, 2.7, and 4.0 that help in recording, monitoring, and maintaining the apparel manufacturing activities. • Develop Requirement Specification Document according to the client’s description for the assigned software programs. • Design and implement software programs (reports, custom programs, enhancements, etc.)--
Support Engineer 11/1994 - 04/1995
Aria Systems, Inc., New York, New York United States
Industry: Information Technology
Responsibilities: • Receive customer complains, customization requests, and/or questions. • Do the necessary research and get back to the customer with the answer or in case of any needed development write down the necessary specifications and send it to the development office in Cairo to be developed. • Follow up with the development manager to make sure the program will be done/fixed on time • Receive programs & fixes and deploy it remotely at the customer site • Visit the customer to resolve the problem in case of urgent issues
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Software Engineer 08/1992 - 11/1994
Aria Systems, Inc., Cairo, Cairo Egypt
Industry: Information Technology
Contributed in analyzing, designing and the development of Aria Apparel System different modules such as (Accounts Receivables, Manufacturing, and Inventory Control). This also included writing the main core for version 2.6 of the application.
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Sadat Academy for Management Sciences 09/1988 - 06/1992
Cairo, Cairo, Egypt
Degree: Bachelor's Degree
Major:Computer Science
Minor:Management
Studied software development techniques in addition to different management sciences

Senior Project Manager / Program Manager