Summary
Overview
Work History
Education
Certification
Personal Information
Militarystatus
Timeline
Generic

Ahmed Abdelfattah

Vancouver,BC

Summary

With over a decade of professional experience in information technology, extensive knowledge and expertise have been developed across various cutting-edge technology consulting activities. This experience includes working with renowned companies such as IBM, Huawei, and Orange Business Service, providing exposure to a diverse range of technologies and industry best practices. Currently seeking opportunities to leverage this expertise and contribute to the success of a forward-thinking organization.

Overview

13
13
years of professional experience
12
12
years of post-secondary education
17
17
Certifications
3
3
Languages

Work History

Senior Cloud Consultant

Fortinet
Vancouver, British Columbia
01.2023 - Current
  • Played leading role in maintenance and development of multiple OpenStack private cloud platforms worldwide, ensuring optimal performance and scalability.
  • Managed onboarding of premium accounts on Fortinet private cloud, handling approximately 10-15 escalations monthly while driving expansions, SLA compliance, and governance processes.
  • Focused on continuous improvement by identifying and implementing automation and optimization opportunities across cloud platforms, achieving 20% reduction in operational overhead.
  • Provided technical leadership by actively sharing knowledge across FortiStack team, conducting over 50 knowledge-sharing sessions annually, and supporting peers to enhance team capabilities and service delivery.

Release/Service Manager

NEC
Dubai
01.2022 - 01.2023
  • Managed resources and releases for center of excellence supporting cloud products based in Dubai, overseeing a team of 20+ professionals.
  • Held full accountability for infrastructure team operations, including projects (run/build), incidents, changes, and quality of service (QoS).
  • Mitigated risks and resolved issues impacting release scope, schedule, and quality, ensuring timely and efficient delivery of projects.
  • Led Change/Release Management meetings, approving and planning deployments with detailed documentation covering release content, back-out plans, downtime windows, potential customer impacts, and ownership of changes.
  • Maintained up-to-date technical documentation, tracked changes, and implemented lessons learned to enhance future processes.
  • Coordinated Go Live activities, managing execution of deployment plans for over 50 successful releases annually.

Customer Service Delivery Manager

Orange Cloud for Business (France Telcom)
Cairo, Cairo
01.2019 - 01.2022
  • Managed 20+ international accounts post-sales on public cloud solutions, including OpenStack, AWS, and Azure.
  • Acted as customer interface for escalations, driving new opportunities, expansions, SLA adherence, and governance, resulting in a 15% increase in customer satisfaction scores.
  • Ensured appropriate and up-to-date controls, processes, documentation, and procedures were implemented and followed, improving operational efficiency by 20%.
  • Accountable for service quality and performance, incorporating future demand from growth and projects into capacity plans, reducing resource shortages by 25%.
  • Conducted internal and third-party service review meetings covering performance, service improvements, quality, and processes, achieving 95% SLA compliance consistently.
  • Recommended and executed Service Improvement Plans, ensuring timely completion of all action items, enhancing service delivery timelines by 30%.
  • Built and maintained strong relationships with international customers across multiple regions, increasing account retention by 10%.

Cloud Team Leader

Orange Cloud for Business (France Telcom)
Cairo
01.2017 - 01.2019
  • Held full accountability for infrastructure team operations, overseeing projects (run/build), incidents, changes, and quality of service (QoS) for 50+ enterprise customers.
  • Served as the primary point of contact (POC) for infrastructure team across higher-level management, marketing, engineering, peers, service delivery managers (SDMs), and partners, including Huawei.
  • Delegated tasks related to people and resource management, including hiring, training, induction, logistics, rosters, and performance reviews, resulting in a 15% improvement in team productivity.
  • Implemented, operated, and maintained public cloud computing offers for small, medium, and large enterprise accounts, based on OpenStack technology, supporting 200+ active deployments.
  • Delivered technical building blocks of subscribed solutions, including system setup, database management, application installation, backups, and monitoring, achieving 99.9% uptime.
  • Collaborated with partners and stakeholders to review and validate new cloud solutions prior to production deployment, reducing post-deployment issues by 20%.
  • Regularly improved technical instructions and procedures, enhancing quality of service and reducing incident response time by 25%.
    Participated in workgroups focused on continuous service improvement, leading to a 30% increase in customer satisfaction scores.

Cloud Engineer

Orange Cloud for Business (France Telcom)
Cairo
01.2016 - 01.2017
  • Implemented, operated, and maintained public cloud computing solutions for small, medium, and large enterprise accounts, based on OpenStack technology, managing 50+ active deployments.
  • Designed and delivered technical building blocks of subscribed solutions, including system setup, database management, application installation, backups, and monitoring, achieving 99.9% service availability.
  • Deployed and supported various hypervisors, including KVM-based platforms, ensuring seamless virtualization for over 100 environments.
  • Introduced and supported new public cloud services for Orange Public Cloud, including GPU, CTS, and OBS, expanding service offerings by 30%.
    Qualified and executed change requests from internal and external customers, maintaining a 95% on-time completion rate.
    Collaborated with partners and stakeholders to review and validate new cloud solutions prior to production deployment, reducing post-deployment issues by 20%.
    Initiated and completed troubleshooting actions, resolving 98% of trouble tickets within SLA-defined timeframes.
  • Performed daily operational checklists and administrated customer platforms, improving platform stability and reducing downtime by 15%.
  • Regularly updated technical instructions and procedures, enhancing quality of service and decreasing incident response times by 25%.
    Actively participated in workgroups focused on continuous service improvement, leading to a 20% increase in customer satisfaction scores.

Regional Implementation North Africa

Huawei Technologies
North Africa
01.2015 - 01.2016
  • Worked as an IT Implementation Engineer across Northern Africa, managing deployments of servers (rack and blade), storage solutions cloud computing, and disaster recovery systems, supporting over 50 customer sites.
  • Participated in projects and acceptance testing both within Egypt and internationally, ensuring timely and successful project delivery.
  • Handled customer requests related to the IT product line, achieving a 95% resolution rate within specified timeframes.
  • Identified and developed new opportunities for customer expansion, contributing to a 20% increase in regional sales revenue.
  • Delivered IT product training sessions for Huawei customers and partners in North African countries, conducting over 30 sessions annually.
  • Produced Low-Level Designs (LLDs) for IT products, ensuring alignment with customer requirements and technical specifications.
  • Provided technical supervision and mentoring to local staff, enhancing team performance and knowledge transfer.
  • Prepared detailed sales offers and quotations, including commercial and technical information, contributing to the closure of 15+ high value deals annually.

Senior Product Specialist Engineer

IBM
Cairo
01.2012 - 01.2015
  • Provided remote technical support to clients in the USA on high-volume IBM products, including servers, FlexSystems, and storage, resolving over 500 cases annually.
  • Developed and executed detailed action plans to resolve client issues, collaborating with IBM field support staff as needed, achieving a 95% case resolution rate.
  • Performed hardware and software problem determination and problem source identification using advanced tools, techniques, knowledge bases, and processes, reducing average resolution time by 20%.
  • Mentored and coached new agents, facilitating onboarding and knowledge transfer for 10+ hires annually.
  • Recommended improvements to maintenance packages, technical support tools, procedures, and processes, enhancing overall team efficiency by 15%.
  • Monitored product and account performance, following up on cases to ensure resolution and maintaining a 98% customer satisfaction rate.

Education

Electrical Engineering - Communication department

Faculty of Engineering, El Sherouk Academy
Egypt
09.2010 - 07.2010

High School Diploma -

English School
Cairo
08.1993 - 06.2005

Certification

AWS Solution Architect Certified

Personal Information

  • Date of Birth: 06/14/88
  • Nationality: Egyptian
  • Marital Status: Single

Militarystatus

Exempted

Timeline

Senior Cloud Consultant

Fortinet
01.2023 - Current

Release/Service Manager

NEC
01.2022 - 01.2023

Customer Service Delivery Manager

Orange Cloud for Business (France Telcom)
01.2019 - 01.2022

Cloud Team Leader

Orange Cloud for Business (France Telcom)
01.2017 - 01.2019

Cloud Engineer

Orange Cloud for Business (France Telcom)
01.2016 - 01.2017

Regional Implementation North Africa

Huawei Technologies
01.2015 - 01.2016

Senior Product Specialist Engineer

IBM
01.2012 - 01.2015

Electrical Engineering - Communication department

Faculty of Engineering, El Sherouk Academy
09.2010 - 07.2010

High School Diploma -

English School
08.1993 - 06.2005
AWS Solution Architect Certified
Azure Fundamentals
Certified Kubernetes Administrator
CCNA
Unix Essentials
Unix Admin
Linux Redhat Admin
Openstack Administration Certified
Basics of Database and SQL Knowledge
IBM Flex System Certified
IBM Blad Center E Certified
Huawei High-End Storage Certified
Huawei E9000 Specialist Certified
Prince2 Foundation
ITIL Foundation

Redhat openstack

Redhat openshift

Similar Profiles

CREATE PROFILE
Ahmed Abdelfattah