Waleed Gawish
Electronics And Communication Engineer
Cairo
Summary
I am practical, logical and responsible Communication Engineer who is deeply exposed to the Networking field in different aspects as managing LAN/WAN solutions, Cisco Unified Communications solutions and Security solutions. As someone with an eye for detail and impulse for organization thriving to experience a position where can feed my passion toward networking field and people management to enable and accelerate businesses.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Senior Operations Manager
Orange Business
03.2024 - Current
- Supervision of L1/L2 Technical incident and change support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
- Ensure all faults/inquiries are logged and processed in the most efficient process.
- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Development of staff to ensure skills levels match both current, future operational business requirements.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Oversaw workforce management planning, volume predictions, capacity planning overall staffing requirements.
- Assisting staff in identifying their career path and decrease attrition rate.
- Conduct employee performance reviews in accordance with company policy.
- Responsibility for ensuring adherence to company policy, process & procedures.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Develop interlocks with other incident, change and problem Management teams in other Orange Business global Major Service Centers.
- Review of all necessary reporting to ensure the team meets operational, Performance Measurements and customer support targets. Daily review of primary KPI reporting.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Provide hands on support of calls and cases if demand exceeds associate resources available.
- Represent the department if required at customer meetings and service reviews.
- Contribute to the “Service Operation process & procedure improvements” to increase the team’s productivity and lower the number of incoming escalations within team.
- Prepared documents for internal and external ISO audits.
Team Leader
Orange Business
09.2021 - 02.2024
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Responsible for training team juniors.
- Monitor all team members and provide necessary advice and guidance.
- Coach all team members and motivate them to produce desired results.
- Perform regular appraisal of team member’s performance and devise strategies to help with improvement.
- Created team culture engagement program.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Responsible for team members experience maturity and enhancement.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Perform regular audit on incidents trend analysis to discover areas of weaknesses and fortify them.
- Managed customer projects plan, timeline and implementation in cooperation with change management team to be handled and delivered within team operational resources.
- Widen team responsibility to be handling problem management scope for more valuable team experience and customer satisfaction.
- Interlock with account team and solution Design to ensure service delivery enhancement and consistency.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Built strong relationships with customers through positive attitude and attentive response resulted in achieving green CSAT from customer.
Incident and Change Management Specialist
Orange Business Services
07.2020 - 09.2021
- Providing professional first and second technical support for German international shipping and container transportation company.
- Worked on both WAN / LAN solutions, Cisco Unified Communications Solutions, Zscaler Security Solution, SonicWall Firewall.
- Monitoring systems, customer networks, and products, and deal with alerts and events as appropriate.
- Owns resolution responsibility of reported customer incidents either solely or with help/intervention of other teams.
- Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
- Troubleshooting issues, and trying to isolate it and fix it, and obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) for all customer incidents.
- Document all troubleshooting and incident management actions via electronic incident management system in timely manner.
- Providing updates as needed to customer in order to meet performance objectives.
- Perform technical escalations in line with company procedure.
- Owning chronic and complex problems/incidents.
- Interlock with account team to ensure service delivery enhancement and consistency.
- Participate in joining daily based call with customer IT management for discussing and resolving daily top incidents.
- Provide technical training to new/old team members when required.
Teaching Assistant
Arab Academy ForScienceTechnology&MaritimeTranspot
09.2018 - 01.2019
- Created tutorials materials, visuals and digital presentations to supplement tutorials plans.
- Retained interest and maximized receptive learning by educating students using hands-on instructional techniques.
- Supported Professor with test administration, curriculum development and assignment grading.
- Completed and filed all necessary paperwork for classroom activities, including marks count sheets and attendance logs.
Education
Bachelor of Science - Electronics And Communications Engineering
Arab AcademyforScienceTechnology&MaritimeTransport
Cairo, Egypt 09.2013 - 06.2018
Skills
CCNA
Courses
- CCNA 200-301
- CCNP ENCOR + ENARSI (Enterprise Advanced Routing and Services)
- MCSA
- ITIL 4 Foundation
EXTRACURRICULAR ACTIVITIES
- President, AIESEC, Cairo: Feb 2019 - Jan 2020
- Final Responsible for operations & sales for AIESEC in the Arab Academy for
Science & Technology - Cairo Branches, British University in Egypt & Modern
Academy.
- Facilitated opportunities for 158 students to go on exchange to more than 12
countries
- Created opportunities & hosted 433 exchange participants from 34+
countries including Kenya, Brazil, India, Turkey, USA, Morocco & many more
- Vice President for Finance & Legalities, AIESEC, Cairo: Feb 2018 - Jan 2019
- Achieved annual growth in Finances by 50%.
- Electrical/ Avionics Aircraft System Intern, EgyptAir, Cairo - August 2016
- AMIT Embedded Systems Work Shop - April 2016
- Optical Fiber & DWDM Internship, Telecom Egypt - Feb 2016
- Intern, Arab Organization for Industrialization, Cairo: June 2015 - July 2015
References
References are available on request.
Timeline
Senior Operations Manager
Orange Business
03.2024 - Current
Team Leader
Orange Business
09.2021 - 02.2024
Incident and Change Management Specialist
Orange Business Services
07.2020 - 09.2021
Teaching Assistant
Arab Academy ForScienceTechnology&MaritimeTranspot
09.2018 - 01.2019
Bachelor of Science - Electronics And Communications Engineering
Arab AcademyforScienceTechnology&MaritimeTransport
09.2013 - 06.2018
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