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Click here or scroll down to respond to this candidateAHMED ABDEL-DAYEM MAHMOUD
AlNarges 7th Area, Villa number Street Address , New Cairo, Egypt
? PHONE NUMBER AVAILABLE
PHONE NUMBER AVAILABLE
LinkedIn Profile [pic]: http://egLINKEDIN LINK AVAILABLE E-mail:
EMAIL AVAILABLE | |
| |To add value for my employer in the management of Quality, |
|OBJECTIVE |Organizational & Business Excellence processes improvements, |
| |Enterprise Project Management Office, Customer Experience, policies, |
| |internal audit, and compliance. |
| |20+ years of total experience in Telecommunication and Information |
|PROFILE |Technology. |
| |Certified Manager of Quality/Organizational Excellence from the |
| |American Society for Quality (ASQ-CMQ/OE) since October 2008. |
| |Education & Awareness Chair for ASQ (Local Member Community - LMC) |
| |Egypt |
| |15+ years of experience in managing quality, ISO standards, internal |
| |audit, Agile, CMMI, lean and Six Sigma. |
| |Solid experience in managing ICT & improvement projects across |
| |different departments. |
| |Lead Auditor (IRCA Registered) for Quality, Environmental, |
| |Occupational Health & Safety Management Systems (ISO 9001:2008, ISO |
| |14001:2004 and OHSAS 18001:2007) with experience in Telecom. |
| |IT Operational Governance Manager, Etisalat, Egypt |
|EXPERIENCE |Managing the development, integration, implementation, and improvement|
| |of IT processes, B2B processes, and HR processes with the |
|13/6/10 - |cross-functional team of process owners and section heads to comply |
|Pres. |with ISO 20000:2011 and ISO 9001:2008 international standards. |
| |Lead ISO certifications for Etisalat on time, with high quality, and |
|[pic] |with minimum cost. |
| |Leading the cross-functional ISO internal audit team in the IT |
| |department in order to manage the internal audit activities which |
| |include planning, conducting audit visits, reporting, and follow up. |
| |Govern IT performance through central reporting (i.e. IT KPI's, |
| |dashboards, reports). |
| |Developed & enhanced the project management process with related PMO |
| |team members. |
| |Lead many improvement projects in the IT department (i.e. enhance time|
| |to market (TTM), reducing solution and service defects through the |
| |SDLC cycle, initiate smart spending methodology to optimize cost and |
| |increase profitability for Etisalat, improve SLA compliance rate) |
| |Developing and improving Etisalat cross-functional processes (i.e. |
| |business continuity). |
| |Leading B2B processes work stream with cross-functional process |
| |members. |
| |Managing the IT risk management process with Etisalat Risk Assessment |
| |Committee. |
| |Promote best practice and business excellence sharing (i.e. Agile, |
| |ITIL, Six Sigma, eTOM). |
| |Provided internal audit training for ISO internal audit teams and |
| |received excellent ratings. |
| |Own the IT Service Level Management process to establish, maintain, |
| |and measure SLAs & OLA |
| |Own and manage the IT Customer satisfaction process as part from the |
| |IT continues improvement. |
| |TQM Senior Manager, Etihad Atheeb Telecom Company "GO", Riyadh, K.S.A |
|26/12/09 - |Lead the development of total quality management system (TQM) |
|31/5/10 |complaint with ISO 9001:2008. |
|[pic] |Developed HR & Administration processes with related process owners. |
| |Played a key role in an organizational development project to develop |
| |world class organization structure, job descriptions and authority |
| |matrix for all divisions in the company. |
| |Quality Assurance & EHS Manager, Alcatel-Lucent, Riyadh, K.S.A |
|7/9/09 - |Managed Quality Management System (ISO 9001), Environmental Management|
|16/12/09 |System (ISO 14001), and Health & Safety Management System (OHSAS |
| |18001). |
|[pic] |Successfully improved the overall internal audit group results with |
| |different business action owners. |
| |Freelance Telecom Quality Consultant, Egypt |
|6/2/09 - |Provide quality consultation and internal quality audit support for |
|31/8/09 |Telecom & IT organizations. |
| |Business Improvement Manager, Vodafone Egypt |
|1/1/08 - |Managed Six Sigma deployment (Project selection and tracking, Green |
|5/2/09 |and Black Belt selection, Process and data analysis tools, sharing |
| |best practice, and benchmarking). |
| |Managed the first wave of Six Sigma Training for 25 trainees & |
| |obtained Six Sigma Green Belt. |
| |Managed two six sigma projects (1) Improving investment decisions and |
| |business case processing |
| |(2) Reducing billing cycle time and billing errors. |
| |Quality & Environmental Standards Manager, Vodafone Egypt |
|21/11/98 - |Professionally managed cross-functional teams of more than 70 ISO |
|31/12/07 |members and process owners to establish, implement and maintain |
| |quality and environmental management system that comply with ISO 9001,|
| |ITIL, eTOM, TL9000 and ISO 14001 international standards. |
|[pic] |Represented Vodafone Egypt in the Global Quality Forum to share best |
| |practices. |
| |Provided awareness programs and ad-hoc training to ISO members and |
| |procedure owners. |
| |Supported the control of waste management, energy management and noise|
| |management to improve Vodafone Egypt environmental performance. |
| |Supported the development and improvement of health and safety |
| |procedures. |
| |Managed and lead all the ISO internal audit activities (i.e. planning,|
| |scheduling, conducting...) |
| |Consolidated audit reports, corrective action requests, observations |
| |and recommendations. |
| |Integrated and improved many business processes (i.e. technology |
| |change management). |
| |Aligned VFE processes with VFG Process Model, VFE Values, and |
| |Sarbanes-Oxley act (SOX). |
| |Lead the EFQM assessment requested by Vodafone Group and worked on the|
| |improvement opportunities and the action plans. |
| | |
| |IT Operations & Support |
| |Managed and coached IT Help Desk team who provides IT support to |
| |internal staff. |
| |Developed, monitored and managed IT Help Desk and support processes |
| |and policies. |
| |Developed job descriptions for different technical support engineers |
| |and help desk staff. |
| |Participated in the development of different roles and |
| |responsibilities between different IT teams. |
| |Developed IT desktop handout to reduce frequently asked questions |
| |arrived to help desk. |
| |Improved the performance of IT help desk, customer satisfaction level |
| |and resource utilization. |
| |Provided online support, performed scheduled pack up and administered |
| |user accounts. |
| | |
| |Managing Business Continuity |
| |Improved Vodafone Group internal audit evaluation for BCP from |
| |unsatisfactory to good & received (5,000) Egyptian pounds as a reward |
| |& formal recognition letter. |
| |Established Business Continuity Management (BCM) policy and strategy |
| |that provides the foundation for BCM capability, development and |
| |implementation in line with the group policies. |
| |Managed Business Continuity Plans and disaster recovery within |
| |Vodafone Egypt at both operational and organizational levels to ensure|
| |the availability of all key business resources required to support |
| |essential or critical business activities. |
| |Lead a cross-functional team of 13 BCP members to identify risks, |
| |conduct ongoing risk assessment and mitigate risks in different ways |
| |(i.e. elimination, substitution...). |
| |Developed and implemented simulations/drills to test BCP readiness and|
| |improve performance. |
| |Shared best practice with Vodafone Group using intranet and monthly |
| |phone conferences. |
| |Computer Instructor, New Horizons, Al-Khobar, K.S.A |
|1/11/96 - |Provided Training on many computer courses & received an excellent |
|15/6/98 |overall rating. |
| |Sales Rep., Al-Falak Elec. Equip. & Sup. Co., Al-Khobar, K.S.A |
|8/4/95 - |Managed sales orders successfully with large companies, like Saudi |
|31/10/96 |Aramco and achieved targets. |
| |Co-op Student, Saudi Aramco, Al-Hassa, K.S.A |
|5/2/94 - |Coordinated computer lab activities and developed automated training |
|17/8/94 |materials inventory system. |
| |B.Sc. in Management Information Systems (MIS), King Fahd University of|
|EDUCATION & |Petroleum and Minerals (KFUPM), Dhahran, Kingdom of Saudi Arabia, |
|CERTIFICATION |January 1995, GPA: 2.8/4.0 |
|[pic] |Certified Manager of Quality, the American Society for Quality (ASQ), |
| |Cairo, 18th of Oct. 08 |
| |Diploma in Total Quality Management (Six Sigma, ISO 9001, 14001 |
| |Implementation), American University in Cairo (AUC), Cairo, Sep 03 - |
| |July 04. |
| |Currently studying MBA, Edinburgh Business School (EBS). |
| |Microsoft Certified Professional (MCP), Cairo, 1999. |
| | |
|TRAINING |Awarded the best manager in my operating company during the MASTERS |
| |training program organized by the HR of Etisalat Egypt, 2014. |
| |Certified Six Sigma Green Belt Course. |
| |Successfully Completed QEHS Lead Auditor Courses (IRCA Registered) for|
| |Quality, Environmental, Occupational Health & Safety Management |
| |Systems (ISO 9001:2008, ISO 14001:2004 and OHSAS 18001:2007). |
| |Professional Project Management, Vodafone & AUC, Cairo, March 07. |
| |GSM Overview, Vodafone Egypt Academy, Cairo, Jan 05. |
| |Leadership for the Quality Century Workshop, Lean Enterprise Workshop.|
| | |
| |Business Simulation, Journey to Leadership, Effective Presentation |
| |Skills, Business Awareness, Stress and Time Management Seminar. |
| |7 Habits of Highly Effective People, The Power of Influence Workshop |
| |Managing a Help Desk, TechLink Training Incorporated, USA - New |
| |Jersey, April 2000. |
| |Excellent communication, interpersonal and presentation skills. |
|SKILLS |Excellent proven leadership skills to manage different |
| |cross-functional teams. |
| |Excellent training skills with the ability to develop training |
| |materials. |
| |Dynamic, innovative, active and self-motivated. |
| |Senior member of the American Society for Quality (ASQ) (www.asq.org) |
|MEMBERSHIP |Member of the Egyptian Society for Quality (www.esq-eg.org) |
| |Member of the Egyptian Syndicate of Scientific Professions |
| |(http://www.essp-egypt.com) |
| |Born in August 16, 1970 (Cairo) and willing to relocate. |
|PERSONAL |Egyptian nationality, Muslim, married, 3 children. |
| |Excellent command of English & Arabic. |
| |Reading & writing about cars, testing cars. |
|HOBBIES |Swimming and football. |
|REFERENCES |Available upon request ( [pic] http://egLINKEDIN LINK AVAILABLE ). |
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