Sarah Abdeldayem - ITIL, PMP, MBA
Nasr City, Cairo, Egypt
: +2012-23872510,
: +202 – 22922014,
: sarah.abdeldayem.2@gmail.com
Quality Assurance Project Manager

Entrepreneurial professional and innovative Project Manager with 10 years of
practical experience. Consistent record of exceeding standards and expectations.

Experience includes 3 years in the field of Problem Management and Technical
Support in Multi-nationals, more than 3 years in Project Management and around
3 years in ERP solutions, system design and providing software solutions to
customers.

Experience in building high performance global teams, leadership development,
and operational management and driving revenue and growth through marketing
strategy, business development and strategic alliances.

Experience in Managing Projects, Planning them and liaise with other teams to
ensure that milestones meet expected scope, quality and timescales.

Experience in being virtually managed and to manage other people and provide
presentations and seminars virtually

Expected to hold a Master’s Degree (MBA) by the beginning of 2016 besides
having a bachelors from Faculty of Computers and Information SciencesAinshams University.
Sarah Ali - ITIL, PMP, MBA
PROFESSIONAL BACKGROUND
Orange Business Services
Voice Quality Assurance Project Manager
-
Since 2012
Managing different Orange Voice Projects, Planning them and liaise with other teams to
ensure that milestones meet expected scope, quality and timescales.
Manage monthly reports for the Voice Billing Services
Diagnose fault-related with unbilled Technical Voice problems, and solve them.
Link the technical team and the Finance Billing team to get the Billing flow
Attend the pre-deployed migration projects.
Provide technical specifications for billing setup and CDR`s
Monitor the proper billing setup and CDR`s integration once migration completed, and
Provide critical analysis of results.
Provide critical analysis of supplied information
Complete billing provisioning on relevant tools in due time
For each setup done, track integrated billing ticket related to this setup
Building a new team in India from scratch to help assist in technical setup
Coaching and Providing the new team with the trainings needed
Assisted in building a database containing all the projects done
Team Management is French and located in France
Projects:
- Implementing voice over IP sites
- Implementing Contact Center Access
- Unidentified CDR recovery project
- Switch Migration
- Building a new team in India
All Projects included:
- Attend meetings for defining the project scope and then initializing the project
- Define the project requirements
- Prepare a time plan
- Perform data gathering
- Provide technical specifications
- Attend pre-deployment meetings
- Providing technical specifications for billing setup and CDRs
- Providing tools & scripts to ensure quick setup of large numbers of information.
- Design the customer's voice network to meet his requirements.
- Provide documents about the data switch before being decommissioned
- IP addressing Schemes and VLAN design
- Conduct project selection Methods
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Sarah Ali - ITIL, PMP, MBA
- Ensure each activity is allocated time as planned
- Project Handover
Orange Business Services
2009-2012
Problem Management Expert – Business Everywhere Support
-
French speaking Support Team
Troubleshooting different types of remote access problems while accessing the VPN
(GPRS [EDGE, 3G]; DSL; WIFI and private internet access)
Leading the team achieve highest customer satisfaction rating Supporting global mobile
users accessing their VPNs through GPRS, WIFI, ADSL and dialup connections.
Controlling, operating and supervising the authentication process, the IPSEC
establishment and the synchronization and validation of the RSA secureIDs
Preparing technical reports as required.
Provide a professional first and second technical point of contact for the customer
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
Perform technical escalations in line with company procedure.
Monitor systems, customer networks and products, and deal with alerts and events as
appropriate.
Undertake any other reasonable task as assigned.
Build relationships with peer and management levels both with clients and the company
management
Assistance in technical implementation
Orange Business Services
IT Support Engineer
-
-
2008 - 2009
Provide timely and professional technical support for all IT incidents
Diagnose incidents utilizing administration tools or remote control utilities to
troubleshoot PC, operating system or system incidents
Provide updates to the customers per incident fault management guidelines.
Updates include managing the bulletin board, e-mail and Telephone
communication to the end user
Perform technical escalations in line with our Fault Management policy
Ensure incidents are routed to the proper next level/organization as part of the
incident management process
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Sarah Ali - ITIL, PMP, MBA
4S-Systems
ERP Implementer
-
2005 - 2008
Answer all customers' inquiries and complaints regarding the purchased ERP.
Prepare Technical documents for the sales life cycle and its relation with the ERP to aid
in releasing of the companies' promotional brochures and pamphlets.
Testing the ERP's new versions before their final release.
Working with the sales engineers to prepare presentations for the demos which took
place at the clients to convince them with the product before its purchasing.
Reporting the ERP problems and bugs to the responsible developer using the CRM
Database export/import.
Analysis phase at the clients' side (before implementing the ERP) and fulfilling the
clients' requirements for the ERP.
EDUCATION
2014 – 2016
MBA – ESLSCA Business School – Major: General Management
2001-2005
Bachelors from: Faculty of Computers & Information Sciences – AinShams University
1995-2001
The Futures Language Schools – Nasr City
1988-1995
Al Maarifa International Schools (M.I.S) – Sharjah – United Arab Emirates
ENHANCEMENT TRAININGS/ CERTIFICATIONS

Project Management Professional – PMP PMI

CSSGB Six Sigma Green Belt

ITIL v3 Foundations

Cisco CCNA
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Sarah Ali - ITIL, PMP, MBA
LANGUAGES
Arabic:
Mother Tongue
English:
Fluent Read/Write/Speak
French: Very Good
ADDITIONAL INFORMATION
Birth Date:
February 17th, 1985
Marital Status:
Single
Nationality:
Egyptian
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