1. PETER GUIRGIS
Address: Unit 28 109-123 O’Riordan st, Mascot, NSW 2020
Contacts: +61416686859
Email: peter.guirgis@gmail.com
VISA status: Australian Permanent Resident – Skilled Worker
Service Delivery Manager/ Project Manager/ ITSM Consultant
An entrepreneurial mind-set with proven experience in project management and IT service management. Have plenty of
success stories for managing multi-million dollars projects, retaining strategic enterprise customers, achieving business
targets through excellent service management, and growing accounts.
Highly skilful trainer and ITSM consultant with proven experience on ITIL implementation for various IT and business
firms in Australia and overseas.
 Project Management
 IT Service Management
 Service Level
 Service Delivery
 Technical Account
Management
 Capacity Management
 Client Management
 Service Improvement
 Contracts Management
 Consultancy & Training
 Business Analysis
Certifications:
 Vmware Datacentre Virtualization
 PMP (project management professional)
 ITIL Service Strategy
 ITIL Service Design
 ITIL CSI
 ISO/IEC 20k
 Cloud Computing for Business Professionals
 Finance for non-financial manager
WORK EXPERIENCE
Orange Business Services
Orange Business Services dedicated to B2B services, is a leading global integrator of communications solutions for
multinational corporations. With the world's largest, seamless network for voice and data, it reaches 220 countries and
territories with local support. Offering a comprehensive package of communication services covering cloud computing,
enterprise mobility, M2M, security, unified communications, videoconferencing, and broadband, Orange Business
Services delivers a best-in-class customer experience across a global landscape.
Regional Customer Service Manager 2013 till present
Responsible for managing end-to-end contracted service level and delivery for strategic customers on the Americas
region. Develop a strong relationship with customers to understand and translate the needs into business opportunities.
Negotiating SLA/OLA and managing services based on ITIL framework. Also, manage the underpinning transition
projects with carriers and on customer-end.
 Achievements:
o Maximised the sales of services with $0.3M in last quarter, through establishing strong business relationship
with cus tomers’ directors and CxO level. Also by managing the service delivery and catalogue.
o Renewed customers’ contracts with more than $ 3M on the Americas region.
o Achieved highest score of customer satisfaction after tough time with service delivery and performance.
Orange Business Service and other firms
Consultant and Trainer – Part-time 2008 till present
Subject matter expert in ITSM and ITIL related projects and have track record for working with various firms to implement
ITIL framework. Worked on ITSM tools assessment and designing support models for incident, change and problem
management teams to meet ISO 20K global standard for IT service management. Implemented ITIL on different
business environments, e.g. Finance, Hospitality and IT.
 Currently in Australia for leading a consultancy project for an ITSM consultancy firm. Core responsibility is to
derive a marketing plan for their ITSM services, ultimately, to target the mid to large size companies in the domestic
market. Holding several meetings with clients to identify requirements to target various types of organisations.
 Provided consultancy to design ITSM solution for Orange Labs on a newly developed IT service. Solution
included a full comprehensive plan to manage the service lifecycle and maintain reliable infrastructure. Initiated a
project to define the strategy of ITIL implementation. Also, training for staff and customised training for executives.
 Training:
o Training of staff in Orange Business Services and deliver training to other firms as a freelance trainer.
o Customizing the training materials to meet the business needs and requirements.

2. Orange Business Service
Project Manager – Voice billing & Revenue Assurance 2011 - 2013
Managed large project that have 3 interrelated phases for the transition of 370 existing enterprise customers. At the
same time, managed to maintain consistency of voice billing and revenue management. Monthly revenue for these
customers has reached Euro 3M, which is the amount at stake for this project.
 Achievements:
o Managed 2 years large voice billing project and delivered the required product on time. Developed project
management plan with all required details of s takeholders’ requirements.
o Designed a process for a new tool based on ITIL framework to enhance revenue assurance. The tool
aimed to eliminate sources of revenue leakage and improve reporting.
o Achieved savings with $72K as a result of a leakage in billing process and supplier wrong billing. This was
typically fulfilled by revis ing s upplier’s contracts and internal process res tructure.
Orange Business Services
Senior Enterprise Network Management 2008 - 2011
Manage, troubleshoot, monitor and perform changes on enterprise customised networks for Diamond customers.
 Achievements:
o Contributed on LEAN project to eliminate waste of time through enhancing service operations process and
reporting techniques.
o Project coordinator on pilot phase to test newly deployed service management tool and report
performance issues with details of related impacts and service disrupts.
o Managed the troubleshooting process on customised enterprise networks based on ITIL framework.
Orascom mobinil
Orascom Trading being one of the daughter companies to Orascom Group is one of the leading private sector
companies working in the Middle East in the field of contracting, heavy machinery, generating sets, pumps, motors &
marine equipment for more than 25 years . MobiNil maintenance project is one of our projects in mobile network field in
Egypt and the Middle East.
BSS Project Engineer 2006 - 2008
 Responsibilities:
o Installation, commissioning and troubleshooting activities on Alcatel microwave equipment (9400UX family
and AWY).
o Troubleshooting and maintenance of Alcatel and Motorola BSS equipment using BER (Bit error rate),
VSWR measurements.
o Project coordinator for routing, migration, upgrading and site acquisition activities.
EDUCATION/ MEMBERSHIP/ SKILLS
Engineers Australia – Professional Engineer – Classification: Telecommunications Engineer ANZSCO 263311.
Bachelor of Electronics and Telecommunications Engineering, Alexandria Institute of Technology
Member of PMI (Project management Institute)
PMP Club: (Orange club for project management consultancy)
Technical skills:
VMware Datacentre Virtualization || Cloud computing || Alcatel BSS and microwave || Motorola BSS || Cisco
IPVPN || Nortel switches || Microsoft enterprise tools || SAP BusinessObjects || Crystal Reports || IBM Tivoli
Netcool || Cisco service management tools || Citrix || Solarwinds service management tool (Orion)
Language skills:
 Excellent English skills  Arabic is mother tongue  Good French skills