Mohamed Gamal Tawfeek

About the Candidate

ABOUT ME Highly skilled professional with over 15 years of experience in the banking and telecommunications industry. Strong educational background in Electronic Engineering, experience in IT Service Management and expertise in various networking and IT technologies. Proven ability to manage and deliver IT projects in the banking industry. Strong problem-solving skills and ability to work in a team environment. Strong organizational and time management skills, as well as excellent communication and interpersonal skills. Experience in providing technical support and troubleshooting IT equipment, networking and IT technologies. Skilled in IT room and store administration and handling edge/core network equipment. WORK EXPERIENCE 01/05/2009 – CURRENT Cairo, Egypt TELECOMMUNICATIONS SERVICES SPECIALIST HSBC BANK EGYPT S.A.E • Enhanced IT core infrastructure, LAN, and WAN technologies to improve network performance and reliability, resulting in a 20% reduction in network downtime. • Optimized network routing & switching configurations, leading to a 15% increase in data transfer speeds and a 10% decrease in latency. • Implemented Voice over IP solutions and IP telephony technologies, resulting in a 30% reduction in telecommunication costs and improved call quality. • Conducted traffic analysis and capacity planning to ensure optimal network utilization, resulting in a 25% improvement in network efficiency. • Led the resolution of IT incidents and problems, achieving a 90% resolution rate within agreed fix times and enhancing customer satisfaction. • Managed project implementations and delivered high-quality infrastructure projects on time and within budget, meeting or exceeding internal customer expectations. • Leveraged strategic planning and relationship-building skills to drive sector goals and strategies, resulting in improved alignment between IT operations and business objectives. • Actively participated in crisis response and recovery efforts, ensuring minimal disruption to business operations during critical incidents. • Ensured compliance with ITIL processes and best practices, including Problem Management, Incident Management, Release Management, Change Management, and Configuration Management. • Ensured effective vendor management and governance, including contract review, renewals, and procurement processes, resulting in cost savings and improved vendor relationships. • Proven industry experience (10+ years) in running large Global IT infrastructure Service at scale including service critical business, processes and technologies. • Manage the implementation and support of all Egypt telecommunication services including data center networks, contact center infrastructure, branch, campus and International networking. • have the responsibility for all country wide telecom vendors and carrier relationships and continuously ensure best in industry pricing on all network related and related contracts. • Lead and manage the bank IT telecommunication Services functions, acting as deputy head of telecoms. 3rd Party Management & Governance • Building relationship with all technical and business stakeholders, hold quarterly review meetings with country Business teams and monthly one with the technical teams. • Review monthly 3rd Party spend forecast along with direct Cost. • Ensuring that standard ITIL processes are followed correctly and appropriately, e.g. Problem Management, Incident Management, Release Management, Change Management and Configuration Management, Implement ITIL best practice where applicable. • TPRM (Third Party Risk Management): Ensure all Third Party Risks are addressed and findings are addresses as per the agreed dead lines. 01/05/2008 – 28/04/2009 Cairo, Egypt IT CLIENT SERVICES – CLIENT DELIVERY ANALYST HSBC BANK EGYPT S.A.E • Implemented a new ticketing system for technical support queries, improving incident response times by 20% and enhancing customer service satisfaction. • Led a team in conducting regular maintenance and troubleshooting of IT equipment, resulting in a 15% reduction in equipment downtime and increased productivity. • Developed and implemented a new training program for computer stations and software, resulting in a 25% improvement in employee proficiency and efficiency. • Implemented a new troubleshooting protocol for IT systems, resulting in a 30% reduction in system errors and improved system reliability. • Led the development of a comprehensive IT room and store management system, improving inventory tracking and equipment maintenance processes. 01/05/2007 – 28/04/2008 Cairo, Egypt ENTERPRISE CUSTOMER SUPPORT ENGINEER ETISALAT EGYPT – NILE ON-LINE • Monitored and managed NOL nodes operations, ensuring optimal performance and minimal downtime. • Led a team in handling customer complaints, resulting in a 20% reduction in complaint resolution times and improved customer satisfaction. • Developed and implemented a new protocol for escalation of customer complaints, resulting in improved issue resolution and customer service. • Facilitated smooth communication within the company for customer technical requests and internal and external technical reporting, resulting in improved coordination and efficiency. EDUCATION AND TRAINING 2024 Cairo, Egypt GOOGLE CLOUD FUNDAMENTALS: CORE INFRASTRUCTURE HSBC Group, Learning & Development Dept. 2022 Cairo, Egypt AGILE TRANSFORMATION HSBC Group, Learning & Development Dept. 2022 Cairo, Egypt DIGITAL TRANSFORMATION STRATEGIST Well Grow Training Website http://www.wellgrowgroup.com/ 2017 Cairo, Egypt CISCO CIPT1& CIPT2 Global Knowledge Training Center Website https://www.globalknowledge.com/ 2017 Cairo, Egypt EFFECTIVE PRESENTATION SKILLS FOR SENIORS Egyptian Banking Institute Website https://lms.ebi.gov.eg/ 2017 Cairo, Egypt PEOPLE MANAGEMENT SKILLS FOR SENIORS HSBC Group, Learning & Development Dept. 2015 Dubai , United Arab Emirates MANAGING DIFFICULT SUPPLIERS HSBC Group, Learning & Development Dept. 2015 Cairo, Egypt (ITIL) SERVICE MANAGEMENT FOUNDATIONS VERSION 3 Egyptian Banking Institute Website https://lms.ebi.gov.eg/ 2014 Cairo, Egypt CCNP, CISCO ROUTING (BSCI) Global Knowledge Website https://www.globalknowledge.com/ 2014 Cairo, Egypt BUSINESS COMMUNICATION SKILLS HSBC Group, Learning & Development Dept. 2013 Cairo, Egypt CISCO ICOMM V8 (CCNA VOICE) New Horizons Website https://www.newhorizons.com/find-training 2008 Cairo, Egypt SIX SIGMA YELLOW BELT HSBC Group, Learning & Development Dept. 2000 – 2005 Egypt BACHELOR’S DEGREE IN ELECTRONIC ENGINEERING, DEPARTMENT OF COMPUTER SCIENCE & ENGINEERING Faculty of Electronic Engineering Website https://www.menofia.edu.eg/fee/Home/en LANGUAGE SKILLS Mother tongue(s): ARABIC Other language(s): Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS Information Technology Infrastructure IT Project management Third Party Risk Management Agile methodology Incident Management Service Governance IT Service Management Technical Support Troubleshooting Networking VPN IT room and Data Center administration Digital Transformation Information Technology Operation Networking and IT technologies Communication and interpersonal skills Problem Management Project Management, Product Management, Stakeholder Management, Confluence, Jira Microsoft Office ADDITIONAL INFORMATION REFERENCES Nour El Rayes, Head of Telecommunications Services IT CLIENT SERVICES – CLIENT DELIVERY ANALYST HSBC BANK EGYPT S.A.E ENTERPRISE CUSTOMER SUPPORT ENGINEER ETISALAT EGYPT – NILE ON-LINE HSBC Bank Egypt S.A.E Phone: +201001408673