Karim AbouElazm

Prepare and conduct business process & fit-gap analysis Conduct Key User training Create&present design documents for customer understanding and acceptance System configurations Assist with the preparation of training and other documentation Conduct function testing with developer and customer Support Key User & End User training as defined in the project scope Create process and user acceptance test plan Configure live environment Go-live support

 Define the scope of the project in collaboration with stakeholders.  Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project.  Develop a schedule for project completion that effectively allocates the resources to the activities.  Communicate with other department in order to facilitate any obstacles that may face the project.  Escalate high priority and unresolved issues as required.

 Acting as IT helpdesk for all teams requests and problems with AVAYA, PC and laptop if there hardware or software.  Handle all new installation & maintenance requests and update it on system.  Create new Presentation and training on new tools with Unit new comers.  Create & send all reports which measure performance and view all outputs of all departments overall “TE-Data & TE” Egypt.  Capture the process of work flow as is to can develop and enhance performance of employee by save time and cost.

Receiving incoming calls interfaces directly with the customers to resolve it. Analyze confronted problem and transfer it to responsible department if needed and Initiates tickets on CRM for every handled case and Notifies the supervisor and report to him the escalated issues to minimize customer downtime.