Karim Felefal
Operation Team Leader // Order Delivery Manager
Delivery Manager
Operation Team Leader
CCNA // N+ // ITIL V3
Networking
Senior
43 years old
Driving License
Alexandria Egypt
Employed
Open to opportunities
My semi annual evaluation results was " Exceed expectation " for 7 times during the last 10 years
with 4 different managers .
Got Excellent Achiever award 5 times
with 4 different managers .
Got Excellent Achiever award 5 times
Order Delivery Manager
Orange Business Service
Since March 2013
Full-time
Cairo
Egypt
- Emerging Market and Indirect channels team ( March 2013 till Dec 2014 )
- Was Nominated on Jan 2015 to join Diamond team who is handling high profile
customers ( Jan 2015 till now ) - Accountable for the on time delivery of all service orders
- Managing communications and issues for the customer HQ
- Manage implementation of customer technical solution
- Ensures technical solution is implemented as designed and in compliance with technical specifications
- Develop implementation/migration plans in compliance with the overall project plan
- Resolve data integrity issues & ensure Asset Management compliance
- Responsible for meeting the KPIs and project completion and Ensure compliance to targets with regards to:
- customer satisfaction
- TDD/CDD (Target/Committed delivery date) & LTC ( lead time to connect)
- overdue orders
- databases accuracy
- quality of first time installation
- customer satisfaction
- Accountable for order management of all customer orders from the receipt of valid service requests to the handover as per predefined milestones
- Perform order validation of assigned orders for administrative completeness and technical consistency
- Assess service orders and develop implementation schedules to optimize resources and components scheduling
- Process work orders for all components ( equipment, circuit, configuration…)
- Proactive tracking and monitoring of all service components (circuit, equipment, etc.) with respective supply chains until full delivery of ordered services
- Perform pre checks to ensure readiness of all connection components
- Clear to commence for billing when the circuit is installed and configurations are complete and correct
- Initiate actions to escalate or expedite provisioning issues as required to minimize delays in meeting customer committed delivery dates for service
- Assist with the various tests when applicable
Team leader for Swiss & shared DCSC team
Orange Business Services
March 2010
to March 2013
Full-time
Cairo
Egypt
- Manage the team Roster and annual leave requests to confirm 24/7 coverage
- Auditing team members and monitor team performance " 15 member "
- Prepare weekly reports about the team ( KPIs) targets
- responsible for new comers on probation period
- Handling escalations from customer within company procedure
- Nominated to a business trip To Switzerland on a mission to transfer knowledge from our customer “ Swiss Re “ to the new team “ Swiss Re DCSC “ ( Feb 2011 )
- Team customers increased during 7 years from 7 customers to 26
Network Support // Service desk
Orange Business Services
December 2005
to March 2010
Full-time
Cairo
Egypt
- Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs
- Provide updates as needed to the customer in order to meet performance objectives
- Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
- Monitor systems, customer networks and products, and deal with alerts and events as appropriate
- Ability to build relationships with peer and management levels both with clients and the company management
- Troubleshooting Global WAN based on Cisco routers, Switches, ISDN Backups solutions and IPSec Boxes
- Hands on experience of Net cool proactive alarm system, Orchestra monitoring system, Putty telnet interface, web map telnet interface, agent assistance “Orange backbone” and Clarify ticketing system..
- IP VPN Troubleshooting Hands-on
Bachelor of Engineering, Electrical department, Communication Section.
Total Grade : Good with Percentage of 72.05 %
Total Grade : Good with Percentage of 72.05 %
- Graduation Project : Image and Video Processing for the Next Mobile Generation System.
- General Grade : Excellent.
-
Arabic : Mother language
Expert
-
English : Excellent // IELTS Brand 7 ( Listening 7.5 Reading 7 Writing 6.5 Speaking 7.5 )
Good
-
Change management
Intermediate
-
Conflict resolution skills
Intermediate
-
Advanced presentation skills and Team participation
Intermediate
-
Decision making for success
Good
-
Organization Behavior & Culture
Advanced
-
Self-Motivation & Emotional intelligence
Good
- PMP®, Project Management Professional, Did attend 36 training hours
- Pathway 1 “ OBS Management school “
- Core Technical Training Programs (CTTP) Workshop
- IGN (IP Global Network): Workshop
- IPT Basics
- Introduction to Cloud Computing
- Cloud Computing Essentials
- ITIL Lean Sigma Overview
