Wassim Agban

Overall responsible for managing global IT processes and set up a sustainable new global SAP environment by designing processes, setting rules and guidelines and ensure process compliance. Responsible for Change Management and Release Management for Horizon Factory, which is the ONE global, integrated SAP Platform for all Henkel’s business operations.

Managing the Consumer & Enterprise Global Applications Service Desk (+35 FTEs) based on ITIL for Vodafone Group worldwide, with over 30 Local Markets & Partners as customers. Controlling and steering operational Performance and Quality Assurance for all Vodafone Shared Services Centers involved in the Global Service Desk delivery. Managing the Vodafone Global service desk budget of 1,5 million € annually. Consolidated more than six IT service Desks (globally) into one Global Service Desk.

Infrastructure, Data Center, Global Applications, HP Open View, HP Quality Center, BMC Remedy. Provided technical support, trouble ticket management, info management and monitoring of global data services platforms according to Vodafone SLA targets for all Local Markets and Partner networks. Performed escalation management duties for all hosted services in Vodafone hosting centers. Managed real-time Customer communication on high incidents and tracked resolution end-to-end.

Bridged the communications gap between Vodafone -all business units- ‘end users’ and technical support teams to primarily assist technical IT professionals understand business process that underpin information systems.Provided bi-directional communication between Vodafone business units and technical professionals. Worked closely with the project managers to review and edit requirements, specifications, business processes and recommendations related to proposed solution for all the IT services.

Responsible for customer relationship management, and accountable for all Office IT Helpdesk activities, managing escalations, and line managing 13 Help desk engineers. Maintaining the SLA towards the customers, monitoring fault management and first and second level shift team.Implemented ITIL processes. Information and knowledge management stores for the team.

Created a new VIP support queue dedicated for the executives to reduce the time addressing their IT related issues and demands.Developed a new floor support function dedicated for the executives to resolve their issues in time manner.Explored the potential opportunities of expanding the service desk function in Vodafone Egypt to support Vodafone globally and established the first global support team.

Retail Shop Representative

General Management

Computer Science & Information Systems