Reading
Ahmed Gomaa
DATA & ANALYTICS REPORTING LEAD
6th October City - October Gardens - First Selttlement - Villa Fathy El Sanhori -
Summary
Seasoned information technology engineer with over 12 years of success in multinational telecommunications companies. Versatile expertise spans IT support, system administration, operations management, technical training ownership, and leadership roles in Microsoft products implementation and data analytics reporting.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Data Analytics Reporting Lead
Orange Business Service
10.2022 - Current
- Develop and execute comprehensive data strategies to support organizational goals and objectives.
- Align data initiatives with business priorities to drive growth and innovation.
- Establish and enforce data governance frameworks to maintain data quality, accuracy, and security.
- Collaborate with cross-functional teams to understand data requirements and align data initiatives with business objectives.
- Facilitate communication between IT and business stakeholders to ensure data solutions meet user needs.
- Provide leadership and mentorship to data and analytics team members, fostering professional development and growth.
- Support team members in overcoming challenges and achieving performance goals.
- Engage with senior leadership and key stakeholders to identify strategic data priorities and opportunities.
- Translate business requirements into actionable data initiatives to drive informed decision-making.
- Communicate the benefits of data-driven decision-making to stakeholders at all levels of the organization, translating complex concepts into accessible insights.
- Proficient in creating and maintaining detailed reports and dashboards.
- Extensive experience in data visualization and interpretation for various stakeholders.
- Advanced proficiency in BI tools such as Power BI & PowerApps
- Leadership in providing training and guidance to team members on reporting best practices
MS Unified Communication Implementation Expert
Orange Business Services
05.2022 - 09.2022
- Accountable for delivery of services by an application, a set of applications, a shared platform, or an infrastructure service.
- Act as the key point of contact for the “Unified Communication Project Manager” (UCPM),“Solution consultant" (SC), and Operations teams regarding the Microsoft Unified Communications solutions.
- Fully responsible and for implementing and delivering MS UC Solutions to customers
- Building configurations as per design, recommendations, and detailed procedures developed by the Engineering Team of platforms like MS Teams Direct Routing, MS Teams, MS Exchange, MS Lync (S4B) (Skype for Business), MS SharePoint, MS Office 365, AD, DNS,…etc.
- Participate in regular project status meetings (internal and/or with the customer).
- Configure the operational tools: Monitoring, Backup, Change, Incident, Reporting
- Participate to create/update the documentation about the implementation and configuration (technical documentation, procedures, processes)
- Update internal configuration repository regarding the project
- Run the tests, validation, and internal acceptance of the services
- Help troubleshoot and fix issues during the build phase
- Support the customer during customer acceptance and till finalizing the handover to operations
- Owns the handover to Operations task, and manages priorities.
- Attends CABs if there is an expansion for an operational platform or new implementation on a shared platform.
- Present to the Messaging CAB the implemented platform to handover it to the operation team
- Maintain the built platform up to date with the engineering recommendation till its handover from Build to RUN.
Reporting Operation Service Owner
Vodafone - VOIS
05.2020 - 05.2022
- Responsible for driving operational excellence through comprehensive reporting and analytics as my responsibilities encompassed overseeing the end-to-end reporting process, ensuring accurate and timely delivery of insights to support operational decision-making
- Ownership of the entire service reporting lifecycle, from data collection to report delivery
- Proficient in designing, implementing, and maintaining robust reporting structures
- Utilized advanced data analysis techniques to extract actionable insights
- Implemented strategies to enhance data quality and accuracy
- Spearheaded initiatives to improve operational processes based on reporting findings
- Handling all operation issues from backend servers prospective
- Responsible for decommissioning SharePoint 2010 service which contains 'servers decommission, DB movement to the new NAS storage source, replace old SP certificates, renew Nintex license, SQL clusters'
- Creating and implementing all service CRQs 'change requests'
- Delivering appropriate training for all newcomers
- Managing my team and assigning operation tasks
- Managing all projects related to operations.
Collaboration System Support Engineer
Vodafone - VOIS
06.2019 - 05.2020
- Acting as 3rd line of support for the following Office 0365 services all over Vodafone markets such as Germany, UK, Italy, Spain, Ireland, Netherlands, Romain, India, Hungary.…etc: SharePoint online, One Drive, Teams, Workplace (facebook for business), Planner
- Acting as 3rd line of support for the following services all over Vodafone markets such as Germany, UK, Spain, Ireland, Netherlands & Vodafone group: File (shared folders, NetApps, NTFilers, Tables, DB issues), Print (Ricoh solution issues)
- Acting as 3rd line support for the following services all over Vodafone markets such as Germany, UK, Italy, Spain, Ireland, Netherlands, Romain, India, Hungary.…etc: SharePoint On-Preme '2010 & 2016'
- Working in migration projects (from SP on-prime to SP on-cloud sites) all over Vodafone markets such as Germany, UK, Italy, Spain, Ireland, Netherlands, Romain, India, Hungary, South Africa.…etc.
IT Service Desk Engineer
Vodafone - VOIS
03.2017 - 06.2019
- Responsible for installing variant software needed in client computers
- Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
- Monitor and track ticket system, email system
- Dispatch Incidents and Requests to next level of support including call out
- Review tickets answers from underlying support levels
- Keeping customers informed on request status and progress till closure
- Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them
- Performances of outbound activities
- Support of the technical departments in the use of the service support processes
- Handling of systems and peripheral devices.
IT Governance & Quality Engineer
Vodafone - VOIS
03.2017 - 06.2019
- Responsible for installing variant software needed in client computers
- Handling incoming incidents via the phone / e-mail promptly and effectively
- Troubleshooting printers and email and internet access problems
- Troubleshooting hardware problems and identifying faults
- Installing and configuring outlook mail in client PCs
- Solving printers software issues and changing needed toners and drams.
IT Help Desk Engineer
Xceed Contact Center Co. -TE-Data UP Q Account
01.2016 - 02.2017
- Installing variant software needed in client computers
- Handling incoming incidents via the phone / e-mail promptly and effectively
- Troubleshooting printers and email and internet access problems
- Troubleshooting hardware problems and identifying faults
- Installing and configuring outlook mail in client PCs
- Solving printers software issues and changing needed toners and drams.
Technical Support Engineer
Xceed Contact Center Co. -TE-Data UP Q Account
03.2012 - 02.2017
- Responsible for handling customer inquiries, complaints, and ADSL Technical Problems
- Isolate customer problem and handle escalations to appropriate support team
- Provided efficient solution of the customers problems
- Follow up on customer technical cases and provide feedback
- Running first level troubleshooting steps.
Trainer (Technical and Soft Skills)
Xceed Contact Center Co. -TE-Data UP Q Account
08.2013 - 12.2015
- Provide ADSL and CCNA fundamentals technical training for newcomers
- Provide soft skills training for newcomers
- Manage and solving newcomers' issues.
IT Specialist
SPIRITO Distillation & Energy Company - Egypt Branch (Italian Company)
01.2010 - 12.2011
- Installation, maintenance and administration of windows operating system
- Troubleshooting software and hardware problems and internet problems
- Installing network and preparing cables and all needed equipment.
Education
Master’s Degree - Software Engineering
Department of Computer And Information Sciences
Cairo University 04.2001 -
Diploma - Software Engineering
Department of Computer And Information Sciences
Cairo University 04.2001 -
Bachelor’s -
Faculty of Commerce And Business Administration
Cairo University 04.2001 -
Skills
Data Analysis Skills
Reporting and Visualization Tools Proficiency
Data Governance and Quality Management
Leadership and Team Management
Communication and Presentation Skills
Problem-Solving and Critical Thinking
Technical Proficiency
Project Management Skills
Continuous Learning and Adaptability
Training Skills
- Customer Centric Communication sponsored by American Chamber of Commerce
- Agile foundation sponsored by Vodafone University
- Prince2 foundation sponsored by IT Egypt center (Mr Amr El Hariry)
- Prince2 practitioner sponsored by IT Egypt center (Mr Amr El Hariry)
- ITIL foundation course sponsored by IT Egypt center (Mr Amr El Hariry)
- ITIL service operation course sponsored by IT Egypt center (Mr Amr El Hariry)
- Software Project Management "SWPM" sponsored by Cairo university
- Lean 6 sigma course by Vodafone University
- General English course sponsored by the American university in Cairo
- Microsoft Power Platform "PL-900"
- Microsoft Power BI foundation sponsored by Microsoft
- Microsoft Power BI advanced sponsored by Microsoft
- Microsoft Dynamic365 CRM, Microsoft MS-700 "Managing MS Teams"
- Microsoft MS-720 "Microsoft Teams Voice Engineer"
- Microsoft Office 365 (20347:enabling and managing office 365)
- MCSA Course
- MCSE Course
- AnyWhere365 Cloud Contact Center for Teams
- VMware Vsphere (6.7) course, Microsoft SharePoint course
- Microsoft Exchange course
- Cloud Fundamentals course
- N+ Course
- IT Essentials (PC Hardware and Software)
Military Status
Exempted
Personal Information
- Date of Birth: 06/09/88
- Nationality: Egyptian
- Marital Status: Married
- Religion: Muslim
Interests
Swimming
Riding Horses
Football
Handball
Timeline
Data Analytics Reporting Lead
Orange Business Service
10.2022 - Current
MS Unified Communication Implementation Expert
Orange Business Services
05.2022 - 09.2022
Reporting Operation Service Owner
Vodafone - VOIS
05.2020 - 05.2022
Collaboration System Support Engineer
Vodafone - VOIS
06.2019 - 05.2020
IT Service Desk Engineer
Vodafone - VOIS
03.2017 - 06.2019
IT Governance & Quality Engineer
Vodafone - VOIS
03.2017 - 06.2019
IT Help Desk Engineer
Xceed Contact Center Co. -TE-Data UP Q Account
01.2016 - 02.2017
Trainer (Technical and Soft Skills)
Xceed Contact Center Co. -TE-Data UP Q Account
08.2013 - 12.2015
Technical Support Engineer
Xceed Contact Center Co. -TE-Data UP Q Account
03.2012 - 02.2017
IT Specialist
SPIRITO Distillation & Energy Company - Egypt Branch (Italian Company)
01.2010 - 12.2011
Master’s Degree - Software Engineering
Department of Computer And Information Sciences
04.2001 -
Diploma - Software Engineering
Department of Computer And Information Sciences
04.2001 -
Bachelor’s -
Faculty of Commerce And Business Administration
04.2001 -