Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Aly Ismail

Cairo

Summary

Results-driven telecommunications professional with over 30 years of experience in operations and customer support. Experienced in optimizing delivery performance, emergency handling, and escalation management. Proven expertise in strategic leadership and financial acumen. Eager to leverage these skills as the Head of Service Operation and Helpdesk. Committed to implementing efficient operational processes and driving improvement initiatives to ensure exceptional service delivery and customer satisfaction in line with Ericsson's global delivery and sales processes.

Overview

30
30
years of professional experience

Work History

Head of Strategy and Performance Management

Ericsson
2018.09 - Current
  • In my current role as Head of Strategy and Performance Management, I successfully optimized delivery performance and quality through comprehensive delivery reporting and proactive management of software and hardware warranties
  • I ensured strict adherence to Ericsson’s global delivery and sales processes, effectively communicating and implementing these standards across all delivery units
  • I played a pivotal role in refining delivery models and processes to serve the best interests of both customers and Ericsson’s Support Business
  • Leading the Helpdesk operation, I ensured the delivery of 24/7 support for emergency and hot cases, effectively managed escalation processes to meet critical customer needs also managing the delivery of preemptive services and leading the Value-Added Services (VAS) portfolio
  • My strategic oversight included providing robust resource and workforce plans, ensuring optimal performance for the MMEA Support Delivery Model and executing key projects aligned with Service Line Support and Repair global objectives

Director CS NEA

Ericsson
2014.05 - 2018.09
  • Leading the Customer Support organization in Northeast Africa for delivery efficiency and highest performance in NEA customer support delivery organization
  • Ensure the targets are achieved mainly the customer satisfaction, margins and staff engagement

Head of Regional Billing Support

Ericsson
2011.10 - 2014.05

Established new unit to support billing solutions with the acquisition of LHS by Ericsson and worked to implement the best practice in both companies and transform all the process and way of working and build global team to serve for the new solutions.

Head of CS, NEA

Ericsson
2010.07 - 2011.10

Head of PA CS, MUNAF

Ericsson
2009.01 - 2010.07

Heading the Customer Support in deliver and sales in North Africa Market Unit

Head of CS Delivery – MUNAF

Ericsson
2007.06 - 2008.12

Head of EOT

Etisalat Misr
2006.09 - 2007.05
  • Company Overview: Managed Service
  • Managed Service

ELS manager

Ericsson
2005.04 - 2006.08

NSG manager

MUNAF
2004.10 - 2005.03

NSG manager, IP and Data Networks

MUNAF
2003.01 - 2004.09

Core Support Manager

2001.06 - 2002.12

System Support Specialist – Core

1999.08 - 2001.05

Senior Support Engineer - Core and Datacom

1997.01 - 1999.07

System Support Engineer (Core and data networks)

1994.10 - 1996.12

Education

BSc. - Telecommunication – Electric Engineering Department

Faculty of Engineering – Alexandria University
1992-06

Skills

  • Financial Management
  • Budget planning
  • Project management
  • Leadership and People Management
  • Communication and Presentation skills
  • Analytical skills
  • Problem-solving
  • Innovative approach
  • Customer Oriented

Languages

English
Full Professional
Arabic
Native or Bilingual
French
Limited Working

Timeline

Head of Strategy and Performance Management

Ericsson
2018.09 - Current

Director CS NEA

Ericsson
2014.05 - 2018.09

Head of Regional Billing Support

Ericsson
2011.10 - 2014.05

Head of CS, NEA

Ericsson
2010.07 - 2011.10

Head of PA CS, MUNAF

Ericsson
2009.01 - 2010.07

Head of CS Delivery – MUNAF

Ericsson
2007.06 - 2008.12

Head of EOT

Etisalat Misr
2006.09 - 2007.05

ELS manager

Ericsson
2005.04 - 2006.08

NSG manager

MUNAF
2004.10 - 2005.03

NSG manager, IP and Data Networks

MUNAF
2003.01 - 2004.09

Core Support Manager

2001.06 - 2002.12

System Support Specialist – Core

1999.08 - 2001.05

Senior Support Engineer - Core and Datacom

1997.01 - 1999.07

System Support Engineer (Core and data networks)

1994.10 - 1996.12

BSc. - Telecommunication – Electric Engineering Department

Faculty of Engineering – Alexandria University
Aly Ismail