1. Menna-tallah Hafez Mohamed
Addresses: 19 Mosheer Ahmed Ismail Street, Sheraton Buildings, Cairo, Egypt
Contact Phone Number: +201000635320
Email: mennna.hafez@gmail.com
Career Objective
 Ambitious and enthusiastic engineer is seeking for challenging position where I can best utilize my
languages, customer orientation skills and other competencies, knowledge and capabilities to
achieve desired experience.
Education and Degrees
 BSc. Civil Engineering, Alexandria University June, 2011
 College De La Mere De Dieu Ranked 2nd
over school June, 2006
Career Experience
Orange
- Dedicated Customers Operations Support Jul 2015 till
present
 Manage the customers operations by following the ITIL service operations Change, Incident & Event
management.
 Work on the following technologies: Windows Servers, VMware vSphere, Linux RedHat, Unix
Solaris, Domain Control, SAP, Citrix and other applications.
 Performing changes on existing platforms and services.
 Work closely with the TOO & the SDM to ensure customers satisfaction.
 Populating sharepoint and technical data repository with technical and process documents.
- Queue Manager Jul 2015 till present
 Audit & export 3 times a week all the ticket for all French Customers Application Management using
the IAI tool
 Observe the tickets that have breached their SLAs in the Backlog
 Observe the P1 non-closed tickets in the Backlog
 Observe the current tickets with no Updates for more than 3 days
 Observe the Tickets that Lasted more than 6 days in the backlog
 Send a Queue Management Notification report to the responsible technician to inform them about
their tickets
 Weekly reporting to the management
- Assigned to plan the upgrade of L1 to L2 including: August 2014 till Jul 2015
 Preparing a short term plan by setting a schedule for an internal and external needed technical
courses
 Conduct and produce a weekly analysis report to management measuring the improvement in the
autonomy of L1
- Assigned to the role: Change management meeting SPOC April 2014 till Jul 2015
 Daily check of lifetime of every change and ensure necessary technical action took place
 Producing technical weekly review report to the Customer’s PIC and conduct an online meeting to
discuss the status of every incoming change

2.  Conduct a weekly online meeting with the customer’s PIC to discuss the process and the lifetime of
every change in details.
- Senior Customer Technical Support Feb 2014 till Jul 2015
 Responsible to provide training and technical document for new comers.
 A key player in major incident in order to restore service as quickly as possible and minimize the
adverse impact on business operations, ensuring that agreed levels of service quality are
maintained.
 Produce daily report for the queue of tickets to be sure that every incident has a ticket to be traced.
 Conduct a weekly review to ensure that all the actions linked to incident resolution are logged in the
incident ticket.
 keeping a daily end to end view on the incidents to manage the resolution within the given time.
- Assigned to the role: Exchange incident SPOC (Single point of Contact) Feb 2014 till Jul 2015
 Practice daily inspection to ensure the least minimum level of investigation for the messaging
incidents had been conducted by L1 specialists
 Produce a weekly report addressing the messaging tickets and discuss the outcome in a weekly
internal meeting with the customer’s messaging CPM
 Conduct a monthly internal training plan to L1 specialists aiming to increase their autonomy in the
messaging incidents
- Customer Technical Support specialist Sep 2013 till Feb 2014
 Giving initial support by matching the incidents with known errors and problems and providing quick
solution respecting the ITIL (Information Technology infrastructure Library)
 Responsible for the resolution of at least 70% of the incoming incidents prevent being activated to a
superior level
 Practice daily follow up on incident tickets to keep them all updated
 In addition, working on any proactive incidents technically and get it resolved prior receiving any
reactive ticket from customer.
- Customer Technical Support Trainee Aug 2013 till Sep 2013
Certified Courses
 ITIL Foundation V3 Certified 2015
 Linux Admin 1 and Admin 2
 VMware installation & support
 Microsoft Exchange 2010
 AutoCAD Certified 2011
 Primavera (P6) Certified 2009
 OSHA Certified 2012
 CCNA
 DELF certified from Le Centre Culturel Francais d’Alexandrie
 A5 certified from Le Centre Culturel Francais d’Alexandrie
 A6 certified from Le Centre Culturel Francais d’Alexandrie with grade Excellent
Languages
 Arabic, Mother Language.
 French, Fluent spoken and written
 English, Excellent spoken and written
Professional skills

3.  Excellent clear communication skills.
 Good team player with very positive attitude.
 Eager to learn new working methods.
 Able to work under pressure.
 Able to handle several work tasks.
 Responsible, patient and hard worker.
 Very good general knowledge of Proxy, Firewall, Microsoft Exchange, Virtualization and Cloud
Computing
 Excellent understanding for customer needs.
References
 Furnished upon request.