Tamer AbdelHafez has 14 years of experience in IT service management and delivery including managing incident, change, problem and crisis management according to the ITIL framework. He has worked on IT projects for messaging, hosting and security infrastructure and services. His experience includes 8 years in technical roles such as system and network administration and 6 years as a project manager.

1. 1TAMER ABDELHAFEZ C.V.
SUMMARY
14 years of experience in ITSM and IT delivery areas: ITIL model/methodology managing Incident, Change, Problem and Crisis
Management as well as also 4 years of IT Project management for IT services, Messaging services & infrastructure in addition of 6
years of IT technical experience working on the MHS “Messaging, Hosting & Security “built on different kind of infrastructure &
system did help me a lot to manage & deliver IT projects within the planned time & budget.
8 years in technical field for System & network administration with MCSA & CCNA added to many other professional technical
training for managing servers and messaging systems & mobile messaging solutions.
Being one of the pioneers in 2006 as 3.5 years In Global Messaging team to Perform 2nd level (expert) support for Mobile Messaging
technologies based on RIM Blackberry, Nokia Intellisync and IAnywhere OneBridge for messaging customers running on Exchange,
Notes/Domino, and SMTP mailboxes. Act as a Technical Implementation Owner (TIO) for new customers/projects deployment.
Perform maintenance (live cycle) for Mobile Messaging services.
Communicate with stakeholders and manage project resources and environments to ensure successful end-to-end delivery as well as
coordinating regular activities respecting the service / product life cycle.
As per 8 years in multinational environment and by the CAN-DO attitude doing the merge between the technical background & the
PMI & PMbook methodology towards reaching targets & complete projects with success, effectiveness & efficiency.
Open and flexible to help on technical levels for infrastructure & datacenters subjects to reach customer satisfaction by improving
communication channels between different levels of support.
For Projects & clients, please see Projects Annex at page 4.
SKILLS& EXPERTISE
• Project Management
• Telecommunications
• Information Technology
• ITIL, IT Services Management
• Network Administration
• IT incident Management
• IT change management
• IT Service Delivery
• Integration
• IT analysis “Remedy, Business objects “
• Messaging technologies
• Mobile Messaging Technologies “Blackberry Enterprise Servers, ActiveSync, Intellisync, Onebridge “
Tamer AbdelHafez, ITIL®
390, Côte Vertu blvd., Apt.407,
Saint-Laurent, Québec H4N 1E3
Phone: +1 514 430-1809
Tamer918@hotmail.com

2. 2TAMER ABDELHAFEZ C.V.
COMPUTER SKILLS
• ITIL® V3 certified ID 982837
• Microsoft systems administration (MCSA) ID 2958670
• Cisco Network Managing – CCNA ID CSCO10614743
• Networks installation and administration.
• Various training (Blackberry Enterprise, HPOV, etc.), 2006-2009
• HPOV (HP Open View Unix) utilization
• Microsoft Exchange servers
• Mobile messaging & Push Mail (Blackberry Enterprise Server, Intellisync & Onebridge)
• Checkpoint firewall administration
• Lotus Domino 6.5 Administration
• IT Services & messaging projects
BEHAVIORAL & BUSINESS COMPETENCIES
• Strong Communication skills both (Verbal and Written), Team Work, Leadership personality, Team Management.
• Decision Making, Problem Solving, Analytical Thinking.
• Self-Motivated, diligent and meticulous worker, highly enthusiastic and Enterprising, with a flexible approach.
• Highly adaptable working to tight deadlines.
• Ethics and Technology in a Networked World, Relationship Management, Negotiation Skills, Accountability.
• Attention to Detail, Results Orientation and Execution Excellence, Business Acumen, Creativity & Innovation.
• Customer Orientation, Planning & Organizing, Time Management.
SOFT SKILLS COURSES
2014
2012
2010
2008
Project Management methodology for IT “John Abbott College –Montreal “
ITIL V3
Project Management “PMP “
Business Writing
2008 Problem Solving & Decision Making
2007 Creative Thinking & problem Solving
2007 Presentation Skills
EXPERIENCE
08/2015 -
Present
Aimia Inc
IT DELIVERY MANAGER – BASELINE INFRASTRUCTURE & OPERATIONS
Report into the IT Service Manager. In an effort to best distribute the team’s resources, the position will
operate in two of the IT Operations functional areas.
• Accountable of the following core purpose (60% of workload):
• Oversees all aspects of planning and coordination for Baseline initiatives while adhering to Aimia’s
Change Management process
• Leads the production implementation of Baseline initiatives
• Ensures the transition to steady state via the Transition to Operations (T2O) process.
• Responsibilities and guidance provided by the IT Service Manager
• Problem Manager is accountable of the following core purpose (40% of workload):
• Plays an integral role in the carrying out of Aimia’s Problem Management process
• Acts as liaison between IT and key business stakeholders during the Problem Management process
• Leads and manages Problems to resolution

3. 3TAMER ABDELHAFEZ C.V.
• Documents and maintains the Known Errors database (KEDB); communicates changes to stakeholders
• Problem Management Responsibilities will be overseen by the Major Incident Manager
06/2015 –
08/2015
Rogers Communication “Special Project “
Senior Service Desk Analyst
Due to the project of building IT Service desk in house and take over the activities from IBM I was assigned
several tasks as below.
• Participate in the IT knowledge base building
• Technical writing and translating the technical documents
• Assist on the service desk operation process design based on ITIL methodology
• Design the IT Service Desk Disaster recovery & business continuity plan
• Participate to the training and knowledge transfer to level1 agents
05/2014 –
03/2015
Atelka
IT Security & PCI Analyst
• Participate to the PCI certificate renewal process
• Act as a PCI compliance officer
• Maintain and enforce security policies, Procedures and standards
• Conduct internal compliance audits and help for external audits
• Investigate, Connect and report IT & Security incidents
• Apply the vulnerabilities management program
• Manage a formalized IT change management process
• Perform risk assessment and update risk ranking tables
• Perform penetration testing, internal and external vulnerabilities scans using “Nessus, Qualys and
Metasploit”
01-05/2014 Fujitsu
Technical Support Team
Provide technical support for Fujitsu customers “ PC , Scanners, Enterprise San solution, Body shop POS “
• Provide technical support for Laptop over the phone, if needed take hand on the PC via communication
tools as “Team Viewer, Dame Ware “.
• Provide support for Fujitsu Scanners including Scan snap manager
• Support Fujitsu San storage enterprise solution
•
09/2009 –
07/2013
Orange Business Services
Office IT Services & Program Manager
Manage office IT projects and/or services for the worldwide Orange Business Services, legacy Equant
hosted by France Telecom
• Manage Orange Business Services productivity service, project management methodology and project
management tools where appropriate.
• I managed the Exchange2010 migration project in all Orange Business services location - 15.000 users and
2.200 shared mailboxes migrated in 6 weeks. Project started a year in advance as it is a complex setup
with two Microsoft Active directory and many dependencies on user provisioning tools (Tivoli identity
management system) and others internal synchronized infrastructure system. On the user side we
prepared and upgraded all PC with minimum messaging client requirement, make the users
communication plan and documentation, in addition to train the Orange Business Services Help-desk
staff.
• Service management for productivity services; Exchange messaging, web messaging, LCS/OCS/LYNC
instant messaging, mobile mail (ActiveSync and Blackberry), List2 distribution list service, SharePoint and
multimedia conferencing Coop ‘Net.
• Support PKI user certificates (Aladdin eToken) delivery and support in country were allowed.
• Manage these services, as assigned, with regular reporting, problem tracking & resolution, improvement
plans and service evolutions.
• Define and publish KPI’s, dashboards & status reports, as appropriate for the managed services and

4. 4TAMER ABDELHAFEZ C.V.
projects.
• Communicate on service availability and service evolutions with excellent customer facing skills,
especially in crisis situations using BMC Remedy& Clarify for support & reporting.
• Define and produce key documents specific to the project or service.
• Define and manage required project resources where appropriate.
• Develop and define global policies and standards for the managed services.
• Organize meetings & conference calls between stakeholders to reach the most efficient results
• Develop and maintain communications with other departments within OIS, ITSM, and IT&S as well as
departments outside of IT&S.
• Participate in, and lead when appropriate, crisis management teams for major issues on managed
services and projects.
• Participated in Windows XP to windows 7 migration project for 8000 internal Orange employees.
• BYOD, Participating in Bring Your Own Device setup with Afaria MDM, test for experimentation phase
with Android, iOS and Windows Phone.
05/2006 –
08/2009
Orange Business Services
IT Services delivery / Mobile Messaging Team – Level 2
Mobile Messaging solution “BlackBerry, Intellisync & Onebridge”
Provide second support for Managed Exchange services to Orange huge environments & customers
• Handle incident management.
• Apply change management requests.
• Technical management.
• Act as Technical Implementation Owner for new customers/projects deployment.
• Perform maintenance (life cycle) for Mobile Messaging services.
08/2005 –
04/2006
Orange Business Services
IT Services delivery / Monitoring Team Agent – Level 1
• Monitor all Messaging – Hosting & Security equipment’s.
• Use BMC Patrol, SNMP & HP OV as monitoring tools
• Create tickets for alarms received & work on them or escalate to level2
2001 – 2005 Arab Academy for Science, Technology & Maritime Transport (AAST) - Productivity & Quality Institute
System & Network Administrator
• Design and manage network connectivity & configuration for LAN / WAN.
• Handle installation and administration of servers “DC, AD, File & Print Servers”.
• Maintain users’ accounts while different permissions needed depend on employees’ functionalities.
EDUCATION
• Bachelor of Auditing and Accounting, Faculty of Commerce, Alexandria University – 2001
• Diploma, Computer Section, Technical Commercial Institute – 1996 – V.Good
LANGUAGES SKILLS
• Fluent Bilingual “English & French “

5. 5TAMER ABDELHAFEZ C.V.
PROJECTS
ITSM Projects
ITSM – SMD “Services Management & Development “All projects related to internal support for more than 18000 accounts,
following SLA agreements and the end users support through BMC Remedy, and the analysis by Business Objects.
Project 14: Orange Business Services/Microsoft Exchange server 2003 migration to Exchange 2010  2013
I managed the Exchange2010 migration project in all Orange Business services location - 15.000 users and 2.200 shared mailboxes migrated in 6
weeks. Project started a year in advance as it is a complex setup with two Microsoft Active directories and many dependencies on user provisioning
tools (Tivoli identity management system) and others internal synchronized infrastructure system. On the user side, we prepared and upgraded all
PC with minimum messaging client requirement, make the users communication plan and documentation, in addition to train the Orange Business
Services Help-desk staff over 120 agents in the ITSM helpdesk.
Project 13: Orange Business Services/Implementation for Lync 2010 & Lync mobile with BYOD  2012
Implementation for the new environment for 13000 accounts starting from the planning, communication, organizing & handling the meetings and
conference calls with selecting& providing the selected accounts for the new environment to the France telecom technical teams while
coordinating with the security team fir the firewall ports and the VPN access through ERA, arranging the infra for Lync mobile for the BYOD users on
IOS & Android added to Windows mobile.
Project 12: Orange Business Services/LCS 2005 to OCS 2007  2011
I managed the plan the organization for the project schedule with the coordination with France Telecom technical engineers in terms of the
number of users to be migrated “13000 accounts “ , end user communication plan, and accounts selection with the management of communication
with other stakeholders “ Security , Network , VPN , etc. “
Project 11: Mobile mail migration from ActiveSync FTNA “EXCH 2003” platform to Orange Exchange2010 ActiveSync 2013
Introducing registration process with security enforcement parameters on all mobile devices (5.000+ mobile mail accounts)
Project 10: Blackberry server migration to V5 H1 2012  2013
Plan, organize the Orange Business Services users’ migration on France Telecom blackberry server from V4 to V5
Project 9: Distribution List system upgrade (List 2) H2 2012
Plan, organize with France Telecom team to migrate international distribution list service List2 from V5 to V6.
Project 8: Orange Email rebranding (16500 mailbox) H2 2011
Plan, Impact level on other services related, Manage & organize meetings with France Telecom messaging team to rebrand the email domain from
Orange-ftgroup.com to Orange.com.
Project 7: SITA LNO migration H2 2011
Plan, manage, set the communications plan & migrate SITA LNO users from notes messaging to exchange messaging.
Project 6 : Intellisync 2 ActiveSync migration H2 2009
Plan, manage & migrate all internal France telecom users from mobile mail solution based on Nokia Intellisync service to the France telecom
standard solution ActiveSync which was initiated as Intellisync service end of life.
ITD – MHS Projects “Messaging, Hosting & Security IT Delivery Projects”
All projects related to external and critical customers support using BMC Clarify tool for ticketing and KPI’s measurement.
Mobile Messaging projects
Project 5: LVMH Project “Louis Vuitton “ 2009
Blackberry Enterprise Server 4.1.6 Implementation for Louis Vuitton based on Domino 8.5 including opening Firewall ports, Monitoring using MOM.
And the MDS “Mobile Data Service “.
Project 4: McDonalds Project  2009
Blackberry Enterprise Server 4.1.6 Implementation for McDonalds based on Domino including opening Firewall ports, Monitoring using MOM. And
the MDS “Mobile Data Service “.
Project 3: Landis&Gyr Project  2008
Blackberry Enterprise Server 4.1.6 Implementation for Landisgyr based on Exchange server 2007Including opening Firewall ports, Monitoring using
MOM. Plus, users’ migration from old BB server to new Blackberry server.
Project 2: Eryma Project  2008
Blackberry Enterprise Server 4.1.5 Implementation for ERYMA based on Exchange server 2007 Including opening Firewall ports, monitoring using
MOM.
Project 1: Yellowstone Project 2008
Blackberry Enterprise Server 4.1 Implementation for NUMONYX based on Exchange server 2003, including opening Firewall ports, Monitoring using
MOM.
Supported customers: Schneider-Electric, PWC, Novelis , Landis&Gyr , Carbone Lorraine , Rhodia, SGS , Solvay ,Thitle Hotels (Guoman), ST
Micro Electronics, Numonyx, Kepler Equities, Getinge, Renault, RTE, Delarue, Eramet and others.

6. 5TAMER ABDELHAFEZ C.V.
PROJECTS
ITSM Projects
ITSM – SMD “Services Management & Development “All projects related to internal support for more than 18000 accounts,
following SLA agreements and the end users support through BMC Remedy, and the analysis by Business Objects.
Project 14: Orange Business Services/Microsoft Exchange server 2003 migration to Exchange 2010  2013
I managed the Exchange2010 migration project in all Orange Business services location - 15.000 users and 2.200 shared mailboxes migrated in 6
weeks. Project started a year in advance as it is a complex setup with two Microsoft Active directories and many dependencies on user provisioning
tools (Tivoli identity management system) and others internal synchronized infrastructure system. On the user side, we prepared and upgraded all
PC with minimum messaging client requirement, make the users communication plan and documentation, in addition to train the Orange Business
Services Help-desk staff over 120 agents in the ITSM helpdesk.
Project 13: Orange Business Services/Implementation for Lync 2010 & Lync mobile with BYOD  2012
Implementation for the new environment for 13000 accounts starting from the planning, communication, organizing & handling the meetings and
conference calls with selecting& providing the selected accounts for the new environment to the France telecom technical teams while
coordinating with the security team fir the firewall ports and the VPN access through ERA, arranging the infra for Lync mobile for the BYOD users on
IOS & Android added to Windows mobile.
Project 12: Orange Business Services/LCS 2005 to OCS 2007  2011
I managed the plan the organization for the project schedule with the coordination with France Telecom technical engineers in terms of the
number of users to be migrated “13000 accounts “ , end user communication plan, and accounts selection with the management of communication
with other stakeholders “ Security , Network , VPN , etc. “
Project 11: Mobile mail migration from ActiveSync FTNA “EXCH 2003” platform to Orange Exchange2010 ActiveSync 2013
Introducing registration process with security enforcement parameters on all mobile devices (5.000+ mobile mail accounts)
Project 10: Blackberry server migration to V5 H1 2012  2013
Plan, organize the Orange Business Services users’ migration on France Telecom blackberry server from V4 to V5
Project 9: Distribution List system upgrade (List 2) H2 2012
Plan, organize with France Telecom team to migrate international distribution list service List2 from V5 to V6.
Project 8: Orange Email rebranding (16500 mailbox) H2 2011
Plan, Impact level on other services related, Manage & organize meetings with France Telecom messaging team to rebrand the email domain from
Orange-ftgroup.com to Orange.com.
Project 7: SITA LNO migration H2 2011
Plan, manage, set the communications plan & migrate SITA LNO users from notes messaging to exchange messaging.
Project 6 : Intellisync 2 ActiveSync migration H2 2009
Plan, manage & migrate all internal France telecom users from mobile mail solution based on Nokia Intellisync service to the France telecom
standard solution ActiveSync which was initiated as Intellisync service end of life.
ITD – MHS Projects “Messaging, Hosting & Security IT Delivery Projects”
All projects related to external and critical customers support using BMC Clarify tool for ticketing and KPI’s measurement.
Mobile Messaging projects
Project 5: LVMH Project “Louis Vuitton “ 2009
Blackberry Enterprise Server 4.1.6 Implementation for Louis Vuitton based on Domino 8.5 including opening Firewall ports, Monitoring using MOM.
And the MDS “Mobile Data Service “.
Project 4: McDonalds Project  2009
Blackberry Enterprise Server 4.1.6 Implementation for McDonalds based on Domino including opening Firewall ports, Monitoring using MOM. And
the MDS “Mobile Data Service “.
Project 3: Landis&Gyr Project  2008
Blackberry Enterprise Server 4.1.6 Implementation for Landisgyr based on Exchange server 2007Including opening Firewall ports, Monitoring using
MOM. Plus, users’ migration from old BB server to new Blackberry server.
Project 2: Eryma Project  2008
Blackberry Enterprise Server 4.1.5 Implementation for ERYMA based on Exchange server 2007 Including opening Firewall ports, monitoring using
MOM.
Project 1: Yellowstone Project 2008
Blackberry Enterprise Server 4.1 Implementation for NUMONYX based on Exchange server 2003, including opening Firewall ports, Monitoring using
MOM.
Supported customers: Schneider-Electric, PWC, Novelis , Landis&Gyr , Carbone Lorraine , Rhodia, SGS , Solvay ,Thitle Hotels (Guoman), ST
Micro Electronics, Numonyx, Kepler Equities, Getinge, Renault, RTE, Delarue, Eramet and others.