adly el-kholy

* Key Tasks and responsibilities: * Assisting in managing and delegating tasks to 21 person. * Ensure processes are followed as well as any changes in the procedures are implemented. * Perform SIPs (Service Improvement Programs) for Critical customers (VIP, Red Alerted, on radar) with a problematic history of erroneous/chronic issues. * Codify frequent issues into documented or scripted processes. * Act as a coach/mentor for both my team and other teams like GCSCs and DCSCs, * Lead to the team to achieve all goals and objectives.

* Key Tasks and responsibilities: * Codify frequent issues into documented or scripted processes. * Document required bug fixes and update the known error database. * Contribute in managing CTS queues by; monitoring, validating, scheduling and assigning incoming tasks (incidents, changes, calls and reports). * Perform SIPs (Service Improvement Programs) for Critical customers (VIP, Red Alerted, on radar) with a problematic history of erroneous/chronic issues. * Act as a coach/mentor for both my team and other teams like GCSCs and DCSCs, * prepare training material, arrange for training premises and aids and provide training sessions * Train and coach team’s new joiners on how to provide a professional first point of contact for the Customer. * Act as a Customer Technical Support Specialist to complement team work-force in urgency.

* Key Tasks and responsibilities: * 1-Tool Development: * 1. Tool SPOC within ITD * receive the requirements from the users and go through all the development journey {requirements validation, approval, development, test, deployment}. * 2. initiate RFC to teams based on repeated issue by the users, new project or new feature could improve the users work. * 3. share in the training and user guide documentation for new tools or releases. * 4. awareness of any major tool releases, Projects or major change could impact the ITD tool users. * 2- Tool Administration: * 1. Be in the loop (Approval or Informed) about any major change in the tool model or data structure. * 2. work in the new customer or service configuration/Data setup for consultation and validation. * 3- Tool Support * 1. be in the loop (Informed) about any tool outage or new release. * 4- Consultation * 1. Have special knowledge about the tool development, Data, Support, How it is used in ITD, Business and process. * 2. Be consulted and share in projects related to the tool and also in decisions related to process or business evolution.

MBA in DGCI with cooperation of IAE-Paris-Sorbonne and Dauphine

Activities and Societies: Member at the student union of the university Participated in Stock market-SccI(model at the university of Cairo) Basketball and Handball player in the team of the university.

Activities and Societies: Handball player in the team of the school Participated in camps with scouts in my school