Nabeeh ElDardery
Senior Team Leader, Global Office IT
Member Since: 2004/01/25
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Professional Background
Senior Team Leader, Global Office IT
Vodafone International Services (VIS)
August 2012 – Present
Purpose: Service Delivery Planning and Execution and Account Management for the Global Microsoft Systems & IT Infrastructure and messaging operation of Vodafone Group account. This covers managing huge systems with more than 400 servers and 200,000 users worldwide. Leading  professional engineers working in different solution pillars including Authentication & Provisioning, Messaging, Cloud Computing, Mobile Push Mail and Blackberry. Service portfolio includes ITIL processes like Incident, problem, request fulfillment, event, change management, continual service improvement, using Microsoft technologies like Active Directory, Exchange, Lync and Blackberry


Main Achievements:
•      Improved the Customer SLA 40% in three months
•      Managed to decrease customer high priority incidents by 20% within four months by driving operations stability and improvement initiatives
•      Reduced the customer budget by 40%
•      Managed the interface between Vodafone and vendors specially Microsoft PMC (Premier Mission Critical) Support contacts to ensure maximum benefit.
•      Set and aligned the business objectives and priorities according to the business and Customer requirements
•      Proposed, negotiated, and agreed with the customer for the business KPIs and team performance
•      Accomplished the recruitment gap of new business demand resources by aligning with HR for new accelerated interview processes
•      Managed the transformation project of operational activities handover for Global Office IT services from Europe to Egypt (2010)
•      Built and developed operation reporting tools to track and monitor the business performance
•      Managed to reduce the customer incidents by 15% in three months by introducing and building problem management capabilities within the organization
Senior Team Leader, Global Enterprise Services
Vodafone International Services (VIS)
June 2008 – August 2012
Purpose: Service Delivery Planning and Execution and Account Management for a wide range of the company Global business services covering enterprise and consumer business lines of different Vodafone Group accounts. Managing and leading 35 professional engineers experienced in different technologies like Microsoft OS and Services, Databases, UNIX/LINUX OSs, mobile OSs. Service portfolio includes ITIL processes like Incident, problem, request fulfilment, event, change management, continual service improvement, and solutions like financial applications, eLearning, ticketing systems, and company intranet portals

Main Achievements:
•      Drove and managed different team and departmental restructuring projects to increase efficiency and effectiveness of people to the business requirements  
•      Enabled and operated new global business lines (online and Vodafone Global Enterprises) as per the project plans time, quality, and cost
•      Enabled and managed the monitoring function project for the enterprise and consumer services business lines
•      Built and drove a new service desk function project for the enterprise services to act as the main interface for the whole markets interfaces
•      Regularly aligning and managing the budget with the customer for continuous
•      Enabled ad operate the UAM (User and Access Management) function project for Vodafone Group technology according to the SOX and finance compliance
Senior Systems Engineer
Vodafone International Services (VIS)
February 2006 – June 2008
Providing Global support for the company enterprise services including intranet, Microsoft SharePoint, financial, HR following the ITIL best practices using global technologies including Microsoft and EMC solutions. Avoiding the 20% customer budget increase by increasing the team resolution ratio 40%. Managed and participated in operational projects
Senior Systems Engineer
IBM
October 2003 – February 2006
•      Providing IT operations for BP Egypt (onsite outsourcing)
•      Managed Company’s IT systems using Microsoft technologies (Windows Servers – AD – Exchange - DHCP – File & Print Service– Microsoft SQL Server– IIS – ISA)
•      Proactive management and monitoring of servers
•      Supporting Microsoft Windows desktop Systems for 700 users distributed over 10 sites.
•      Communicating with Regional and Global Teams
•      Communicating with vendors and suppliers for software and hardware related issues.
•      Conducting interviews and trainings for new comers.
•      Providing guidance and coaching for other team members.
•      Applying ITIL to meet SLA.
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Education
University of New Brunswick
ITP Diploma
Information Technology Professional; IT and Business Fields
2003 – 2003
Mansoura University
B.Sc. of Engineering
1996 – 2001
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Full Biography

Highly motivated and challenged leader with 10+ years of experience in service delivery, continuous service improvement and people management for IT & Telecom industries

Languages
English
Elementary Proficiency

Level Progress

Current: Level 2
Nabeeh needs 4,610 points to level up.
LVL 3
  • Overall
    2
  • Microsoft Excel
    1
  • Windows 2000
    1
  • Microsoft Applications
    1
  • Microsoft Office
    1