1. Haitham Mohamed Abdel Aziz Fahmi
Building J2 Compound Arabia in Tagmoh khames end of teseen street ,
Cairo, Egypt
Tel: (02)29298646 / (03) 5771313 Mob.: 01224411761
E-mail :Haitham.Fahmi@orange.com , zizolini@yahoo.com
EDUCATION
Bachelor of Electrical Engineering (Communications &
Electronics), Alexandria University, May 2004,
Overall grade: very good (78.23%).
Secondary School: Victory College /graduation grade (96.5%)
CERTIFICATIONS
CCNA (Cisco Certified Network Associate)
Microsoft Certified Professional (MCP)
in windows XP Pro & SQL Server 2000
ITIL® Foundation v.3 Certified
ITIL®Service Capability: Service Offering and Agreements (SOA)
ITIL®Service Capability: Operational Support and Analysis (OSA)
ITIL® Continual Service Improvement (CSI)
ITIL®Service Capability: Planning, Protection and Optimization (PPO)
PRINCE2® Foundation Certified
PRINCE2® Registered Practitioner Certified
FURTHER EDUCATION:
PMP(Project Management Professional )
ITIL®Expert Managing across the lifecycle (MALC)
Servicenow System Admin
SOCIAL ACTIVITES
Worked (hand work) for 3 summers in New Jersey, USA
Active member in Resala community organization, Alex .
Active member at Orange Corporate Social Responsibility club .
Instructor at Injaz organization which works to bridge the gap in education
with the support of multinational companies
ITIL and soft skills instructor in Orange Academy Program in 2014

2. CURRENT JOB:
Hired from 01/06/2005 in Orange Business Services one of
France Telecom group (equant) www.orange-business.com
Job description from 01/11/2012 till now :
Working as Service Level Management for international business center.
Process: International Operations -Global Solutions & Services (G2S).
Responsibilities :-
•Manage and control CIC2.0 platform performance (GG, ITD and VPC) is
the first objective, and to ensure that evolutions won’t affect the
performance of the platforms, and to become the owner of the platform after
a formal handover from the service implementation .
•Manage software licenses for various CIC2.0 components.
•Collaborate with product team and architect to ensure that the ordering &
implementation of platform hardware/software (capex) conforms with the
associated budget forecasts
•Manage various platform upgrade, integration and migrations projects of
operational customers in light of pre-defined scope designed by Architect.
•Maintain platform life cycle health through effective interlocks with various
teams
•Capacity management for CIC2.0 components.
•SIE official handover of new services in coordination with the product
SLM.
•Build a communication plan that will define the engagement with Key
CIC2.0 stakeholders involved in network, system, security aspect related to
management of CIC2.0 platform and setup regular calls as needed.
•Produce regular progress/status reports, a monthly dashboard and
maintain/follow up with improvement plans.
•Define metric and KPI’s to ensure and anticipate evolutions and changes
for the overall platform.
•Deep analysis of the service KPI's in order to proactively launch the Service
Improvement Plans (SIP) with the goal to increase overall efficiency and
customer satisfaction.
•Leads the Service Improvement Plans (SIP) for Business Unit requests
(minor product enhancements with no huge IT impacts).
•Participate in Feedback phase (operational pilot) in support of operational
entities.
•Request updates for operational documentation : process related
documentation, including training documentation, excluding technical
documentation.
•Define operational risks and limitations plan defined after a first customer
implementation.
Job description from 01/09/2008 till 31/10/2012 :

3. Working as Service Level Management for IT Department (IT&S /ITSM)
Process: IT&S / ITSM / Continuous Service Improvement.
Responsibilities :-
•Working as main team representative for SLM team in Cairo , attending
Local management meeting on behalf of the team and track presence of team
members and communicate with local teams .
•Assure that the IT service quality targets set with the business
representatives are meeting the right levels of quality and improve on current
situations .
•Working through a cycle which is to agree on targets with business
representatives, monitor the indicators of quality, reporting on the
measurements of quality and reviewing on a recurrent basis with the
business owners.
•Working with operational teams in order to specify, adapt and create Key
Performance Indicators which will need to be implemented
•Collect and review KPIs from operational teams on a monthly basis.
•Conduct service reviews on regular basis in order to review service report
contents and conclusions.
•Initiate a Service Improvement Plan for services that failed to meet there
Service Level Agreement and communicate the progress to the business
owners.
Job description from 01/06/2005 till 31/08/2008:
Working as Tool support analyst at Revenue Assurance &Data Integrity
Department
Process: Customer Service & Operation/Customer Process Improvement
Responsibilities :-
•Troubleshoot and handle all ordering, provisioning and tools incidents
within the time frame agreed with the business
•Respond to escalations on a timely manner in line with company
procedures
•Provide a professional first level technical support
•Report and escalate problems to management when it becomes necessary
•Provide frequent updates to the customer in order to meet performance
objectives
EXPERINCE:
Hired from 1/9/2004 till 31/5/2005 in First Software & Engineering
systems company (www.First.com.eg) in a project in the Naval Force in Alex.
Working in data gathering and implement

4. LATEST MISSION:
Mission in Rennes, France for 2 weeks in December 2010 to transfer a
Service Center activity from outsourcing company in France (GIFI) to
outsourcing company in Egypt (Raya).
AWARDS:
Team of the Quarter in Q4 2014 with Drive the Change Egypt
MSC Team
UNV certificate from Injaz Egypt for his effort in 2012
Excellent Achiever winner for 2nd
quarter of 2011 from IT
Department (IT&S /ITSM) (Team work)
Excellent Achiever winner for 2nd
quarter of 2010 from IT
Department (IT&S /ITSM)
Excellent Achiever winner for 2nd
quarter of 2007 from Customer
Service & Operation Department (CS&O)
Local Award From OTB (India) in July 2007
Local Award From OTB Order To Bill department in January 2007
Local Award From Revenue Assurance department in August 2006
My Graduation project (Telemedicine “Wireless ECG”) has won
the first Prize represented by VODAFONE Co. at the Projects Day
held on 17-7-2004 in Faculty of Engineering –Alexandria
University and my grade was Excellent.
SKILLS
Languages Computer skills
English: Excellent (Practice in USA
+English school)
French: Good (Practice since 2008 at
Centre francais de culture et de
cooperation)
Simulation programs, SQL Server 2000 ,
C-language,
Word, power point, Excel ,Access
TECHNICAL SKILLS
Configuration & Troubleshooting CISCO Routers
Knowledge in wireless networks including 2G (GSM-GPRS-EDGE-CDMA)
3G (UMTS-WCDMA- Rel.4-Rel.5)
Experience in using ATMEL Micro-Controller
Good knowledge in Optical Fibers (step index-graded index-single mode-
multimode)

5. PERSONAL SKILLS
Helpful - self-motivated - energetic - hard worker - flexible and dynamic
AVAILABILITY
I am able to start work after 30 days from announcement
PERSONAL INFORMATION
Date & City of Birth: 07/12/1981
Nationality: Egyptian
Marital Status: Married
Military Status : exempted