At Tech Mahindra Egypt, I continued Problem & Capacity Manager responsibilities through the transfer of operational departments from Orange Business, supporting uninterrupted service delivery for enterprise clients. I lead problem management lifecycles and work with technical teams to identify root causes and implement permanent fixes.
At Orange Business, I established the Problem & Capacity Manager function before its transfer to Tech Mahindra Egypt. Through proactive monitoring, trend analysis, and structural fixes, I helped drive a sustained downward trend in reactive problems.
As a Technical Support Engineer at Orange Business, I served as the technical point of contact for enterprise clients, managed critical escalations, and handled incidents and problems in ServiceNow. I was recognized multiple times for helpfulness, quality updates, and customer handling.
Earlier, I managed network operations for Huawei’s Telecom Egypt MSAN project and provided second-line broadband support at WE. I hold ITIL 4 Foundation, CCNP Enterprise, CCNP SDWAN, and CCNA certifications.
