Nael Alagha

. Focal point between IBM and the customer . Manage request for changes and coordinate change activities with service delivery resources . Prepare and lead the Change Advisory Board (CAB) meetings . Measure Change Key Performance Indicators (KPI's) to evaluate service performance . Attend interviews to select change coordinator . Manage and provide guidance to junior members of the change management team

. Coordinate the change scheduling and planning . Track and monitor change requests progress . Quality checks on the tickets to ensure all needed details are completed . Communicate change status and schedule to all stakeholders . Ensure changes are approved prior to their scheduled dates . Manage approved change records to full closure status . Report change status to the change manager

. Manage the delivery of “SRA tokens” to clients . Daily check for requests of new accounts via Tivoli Console tool . Respond to customers emails, requests, access problems . Check daily/weekly reports for new incidents and problems records . Create a customer monthly service reporting . Provide reports to service management team

. Assemble hardware computer parts . OS and application installation . After sale customer service . Customer service and maintenance support

. On the job training for Hardware/Software support

4th Grade German language Certificate, issued from the (Egyptian-German Cultural Centre), and validated in Goethe-Institut Kairo